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Service Excellence

Service Obstacle System

The Service Obstacle System (SOS) at Rollins is an online problem resolution system designed for campus community members to identify obstacles that impede our ability to provide excellent service that is Responsive, Respectful, Collaborative, Competent, and Inclusive.

How does the Service Obstacle System work?

Community members submit a service obstacle. A committee will review submitted service obstacles and develop solutions for any issues identified. Status updates and solutions made towards resolving service obstacles will be shared and communicated.

Service obstacle example: Campus visitor parking pass process—visitors have a difficult time knowing where to obtain a parking passes once they arrive on campus.

How to submit a Service Obstacle

Help us address issues and concerns that are impeding our ability to meet our Service Excellence standards. Click here to submit a service obstacle

When completing the form be sure to:

  • Include at least one example of the obstacle and be as specific as possible.
  • Describe the impact on the customer experience and/or your ability to provide excellent service to the customer.
  • Include which department(s) might be involved in helping to resolve the obstacle.
  • Please be as specific as possible.
  • Include any recommendations for solving the issue.
  • Let us know if any action has already been taken in an attempt to mitigate the obstacle.

*SOS note: When submitting an obstacle, please know that your name and email will only be used to communicate progress on your service obstacle with you and not communicated to any third party without your permission.

What the Service Obstacle System is not

The SOS is a medium for bringing attention to issues that are larger in scope and may affect more than one person from providing excellent service. The SOS is an online form where campus members can submit obstacles that affect College-wide service issues.

The SOS is not a complaint box for Rollins community members to report minor problems they may be experiencing.