Compact With Texans
Agency: Angelo State University
Services Offered: Educational and educational support services to students at remedial, lower-division, upper-division, and master’s levels.
Customer Service Principles: Angelo State University is a regional comprehensive coeducational institution of higher learning offering programs in the liberal and fine arts, sciences, education for the health professions, teacher education, and business administration, as well as courses of study designed to meet entrance requirements for various professional schools.
Angelo State University is committed to providing a wide range of high quality academic programs and strives to develop in its students those qualities which will enable them to enrich their personal lives, improve their abilities to serve and contribute to society, and become leaders in their professions and in their communities.
Customer Service Goals, Objectives, and Standards (Educational Services): In the baccalaureate programs the primary responsibility of Angelo State University is to provide opportunities in higher education for the citizens of the State of Texas. The University, through its programs, seeks
- to provide students with a basis for making sound decisions and mature judgments which depend upon an understanding of the social, scientific, literary, artistic, political, and philosophic traditions of many cultures;
- to help each student reach maximum capability with respect to communications, effective reasoning, and analytical thinking, and to provide standards of physical and intellectual discipline which lead to optimal personal development and useful, responsible citizenship;
- to educate students for living and working in a competitive global society;
- to prepare interested, qualified students for graduate study and for scholarly occupations;
- to provide selected professional programs which supplement students' general education and enable them to become competent in fields requiring specialized training;
- to conduct research with the intention of engaging the student in independent study.
The purpose of the College of Graduate Studies is to provide advanced, specialized training which will strengthen the academic and professional competence of the students. The graduate programs are designed to develop students' capacities for independent study, to train students in the techniques of research, and to acquaint them with research in their fields of study.
Customer Service Goals, Objectives, and Standards (Educational Support Services): Angelo State University is committed to the equal consideration of all qualified applicants for admission. Articulation with community colleges enables students to transfer credit. Students are offered encouragement in their university lives through a variety of support services, such as financial aid, residence life, social and career development, and counseling. Cultural and athletic programs supplement academic programs to increase students' awareness of healthy and complete lifestyles. Access to the university's physical and intellectual resources is provided to students of varying capabilities. Alumni are encouraged to maintain contact.
Both traditional and technological learning resources are utilized in instruction and research and to provide special services and programs of continuing education and distance education which contribute to the cultural and economic welfare of the region served by the University. The University strives to broaden the experience of its students and faculty through programs of international education and exchange.
The above statement, which is the Mission Statement for Angelo State University, is on-line at http://www.angelo.edu/welcome/mission.htm
Wait Times: Educational services are delivered during scheduled class times, scheduled office hours, and scheduled student advisement hours; there are no wait times for these services. Educational support services are delivered on demand or by appointment as appropriate. Some heavily used services such as Counseling and Career Services have wait times of a day or so for non-emergency appointments, but emergencies are always handled immediately.
Complaint Handling: Grievance Procedures: It is the policy of Angelo State University to receive, process, and resolve student grievances, including allegations of discrimination, and grade grievances, in a fair and prompt manner. A five-step grievance procedure, outlined in the Student Handbook, mandates a maximum of sixty-one days for the most extensive grievance, with appropriate safeguards for the student filing the grievance. Simple grievances can be settled within eight days. The full grievance procedure takes a maximum of sixty-one days.
Printed Information: A full statement of students’ rights and responsibilities appears in the Student Handbook, which is revised yearly and distributed to every student. It is also available on-line at http://www.angelo.edu/forms/pdf/Student_handbook_2005-2006.pdf
Course schedules, the FERPA statement, the Bulletin, and other forms are also available on-line at http://www.angelo.edu/cstudent/publications_and_forms.htm
Communications: Every faculty member and administrative department is available by telephone and by e-mail. Faculty members keep posted office hours when telephone conferences can be arranged. Each student is issued an e-mail address after admission. Registration is available in person or on the web.
Receiving Information and Filing Complaints: Future Students receive information by return mail or e-mail after any inquiry. General financial aid inquiries are answered immediately; targeted inquiries may take up to a week. The process for filing complaints is detailed in the Student Handbook in Appendix I.
Customer Service Representative: Angelo State University’s Customer Service Representative is Dr. Sarah Logan, Director of Institutional Research and Assessment, Angelo State University, San Angelo, TX 76909. Sarah.Logan@angelo.edu. (325) 942-2259. Herrington House.
Explanation of Customer Service Quality Elements: Since 1986, Angelo State University has used the Student Opinion Survey (SOS) by the American College Testing Service. This practice has provided the university with a very rich source of data about the whole range of services provided by a university. The instrument does not specifically address wait times, complaints, Internet service, or communications, though it does ask about the kinds of services and policies, such as residence halls and student government powers, that are a common source of students’ complaints. A number of individual departments also conduct their own customer-service surveys, which address areas not included in the SOS. The university uses the surveys to improve services in any area that needs attention.