Douglass Named To Higher One Steering Committee

Higher One, the vendor for SHSU’s Bearkat OneCard, has been working to open its doors to complaints and suggestions for it products through several outlets. One of these is the 2005 product steering committee, to which Thelma Douglass, vice president for Student Services, was recently named.

“ The product steering committee members are from the various (higher one) member universities,” according to OneCard director George Rollins. “The purpose is to discuss the existing features and features and additions that member universities would like to see to the services; like right now there is a big push to get online bill pay for the students; that’s in the works.”

Through weekly conference-call meetings, Douglass and the six other members discuss both operational issues that each university encounters, such as how much to charge for certain services, and new features that could be added.

The meetings are also a way to channel student complaints about the card and its services to the upper management of the corporation.

We do take students complaints and suggestions to them every week,” Rollins said. “And a lot of things we suggest, they do. It often happens that we call and two or three other universities call at about the same time with the same issues, and then very quickly things evolve to make changes for the students.”

Having Douglass on the committee gives SHSU an advantage, Rollins said.

“ Because we have a member on it (the steering committee), it really adds a lot of influence to get Sam Houston’s point of view across to top management of higher one,” he said. “By having a member on that committee, they are able to convey what it is Sam Houston is really concerned about it, and we don’t have to go through an account manager with higher one. Dr. Douglass can bring something straight to the table.”

Higher One has also enlisted a user’s group and listserv, which function in the same capacities.
The work of last year’s steering committee will bring about a change in the Bearkat OneCard online activation process beginning this fall.

“ We have expressed for a long time that it (the current process) was a cumbersome process,” he said. “I think it will be a lot easier and quicker for students.”

As always, Rollins said the Bearkat OneCard office is open to any comments or criticisms regarding the card.

“ People are welcome to call our office; any comments they have we forward on. If they have a problem with Higher One itself, they can contact them through their Web site or call them through the customer service number,” Rollins said, adding that the office has often set up appointments for students with Courtney Charnas, the university’s account manager.

“ There are a number of ways that they can make any comment they want to.”

For more information, call the Bearkat OneCard office at 936.294.2273.

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SHSU Media Contact: Jennifer Gauntt
June 3, 2005
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