In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.
University Devils is a Founders Lab Thesis group looking to find a way for post-secondary institutions to increase the number of and diversity of incoming applications through the utilization of gaming and gaming approaches in the recruitment process while staying low-cost. This propelling question guided the group through their work. The team’s work primarily focused on recruitment efforts at Arizona State University, but the concept can be modified and applied at other post-secondary institutions. The initial research showed that Arizona State University’s recruitment focused on visiting the high schools of prospective students and providing campus tours to interested students. A proposed alternative solution to aid in recruitment efforts through the utilization of gaming was to create an online multiplayer game that prospective students could play from their own homes. The basic premise of the game is that one player is selected to be “the Professor” while the other players are part of “the Students.” To complete the game, the Students must complete a set of tasks while the Professor applies various obstacles to prevent the Students from winning. When a Student completes their objectives, they win and the game ends. The game was created using Unity. The group has completed a proof-of-concept of the proposed game and worked to advertise and market the game to students via social media. The team’s efforts have gained traction, and the group continues to work to gain traction and bring the idea to more prospective students.
Student academic performance has far-reaching implications not only on individual students but also the universities and colleges they attend. Student academic performance can affect their time in school as well as their future earning potential, and colleges and universities have a shared interest in the academic performance and retention of their students as many state and federal funding opportunities consider these metrics when allocating taxpayer dollars. To assist in the mutual desire for students to succeed, the Calm Connection start-up venture formed with the goal of integrating biofeedback therapy with a student’s unique education needs. For students, one of the largest barriers to effective learning is issues of focus and information retention, and the repeated use of biofeedback therapy trains students to overcome these focus issues and works in conjunction with our app’s study aid and scheduling ability.
As social media and technology continue to impact the way students communicate and receive information, it is encouraged that university student-run organizations utilize social media platforms as a tool to further the development of their organizations. Social media platforms allow student organizations to network, promote awareness of their organizations, current campus events, and provide the opportunity to develop strong associations and interactions among students. Overall, student-run organizations currently utilize a wide variety of social media; however, frequently it is used without a clear understanding of its role and best practices, which could lead to a loss of effectiveness in their communication with students. Therefore, these factors suggest the need for university student-run organizations to recognize and understand the opportunities that effective social media strategies can bring as a communication tool to enhance student engagement.
University Devils is a Founders Lab Thesis group looking to find a way for post-secondary institutions to increase the number of and diversity of incoming applications through the utilization of gaming and gaming approaches in the recruitment process while staying low-cost. This propelling question guided the group through their work. The team’s work primarily focused on recruitment efforts at Arizona State University, but the concept can be modified and applied at other post-secondary institutions. The initial research showed that Arizona State University’s recruitment focused on visiting the high schools of prospective students and providing campus tours to interested students. A proposed alternative solution to aid in recruitment efforts through the utilization of gaming was to create an online multiplayer game that prospective students could play from their own homes. The basic premise of the game is that one player is selected to be “the Professor” while the other players are part of “the Students.” To complete the game, the Students must complete a set of tasks while the Professor applies various obstacles to prevent the Students from winning. When a Student completes their objectives, they win and the game ends. The game was created using Unity. The group has completed a proof-of-concept of the proposed game and worked to advertise and market the game to students via social media. The team’s efforts have gained traction, and the group continues to work to gain traction and bring the idea to more prospective students.
Esports is a rapidly growing virtual competitive space that is projected to surpass physical sports in the near future. Given that Esports is considered to be in its infancy, it has only been recently introduced at the high school level. Our group connected with local high school Esports teams in order to evaluate its efficiency. We found that players at this level are lacking a connection to other competitive teams and consistent practice. In the Esports world, practice with another team of equal level is called a “scrim”. In an effort to combat this issue, we created a platform named Clear Scrims to connect high school and collegiate Esport teams across the country with other teams of equivalent level. This platform will allow individuals to sign up, register with their competitive team, and provide available times to scrim. The platform then would be able to use their self-reported ingame rank to match them with worthy opponents for the most quality scrim experience. Teams playing into the growing sector of Esports need a structure like Clear Scrims to increase skill level and communication. In addition, our platform has a review component where teams and individuals score their opponent to see if they played as advertised. This component will help specify our matchmaking program but also work to dismantle the culture of bad manners or toxicity in Esports. Our site, Clear Scrims, will engender more competition and thus more opportunities for players to practice and hone in their skills.
Esports is a rapidly growing virtual competitive space that is projected to surpass physical sports in the near future. Given that Esports is considered to be in its infancy, it has only been recently introduced at the high school level. Our group connected with local high school Esports teams in order to evaluate its efficiency. We found that players at this level are lacking a connection to other competitive teams and consistent practice. In the Esports world, practice with another team of equal level is called a “scrim”. In an effort to combat this issue, we created a platform named Clear Scrims to connect high school and collegiate Esport teams across the country with other teams of equivalent level. This platform will allow individuals to sign up, register with their competitive team, and provide available times to scrim. The platform then would be able to use their self-reported ingame rank to match them with worthy opponents for the most quality scrim experience. Teams playing into the growing sector of Esports need a structure like Clear Scrims to increase skill level and communication. In addition, our platform has a review component where teams and individuals score their opponent to see if they played as advertised. This component will help specify our matchmaking program but also work to dismantle the culture of bad manners or toxicity in Esports. Our site, Clear Scrims, will engender more competition and thus more opportunities for players to practice and hone in their skills.