Datrose pushes the envelope

Lost packages, damaged mail, cards that came late -- or worse, never at all. Until the University hired facilities management company Datrose, Inc. to take over mail responsibilities one year ago, these were common problems for students living on campus -- so common that between 1992 and 1996, students reported 1,400 pieces of lost or damaged mail. But now, students and officials are saying that the new system -- while not perfect -- is more reliable. "It's been a real improvement," said Amanda Bednar, coordinator of communications and assessment for Housing and Conference Services. "This was all in response to students.... As with everything that is new, there were some bumps along the way... but they were brought in here to help, and they have absolutely helped." Under the Datrose system, mail room employees were hired on a more permanent, full-time basis, and students are notified by e-mail when they receive packages. Though the system was initially off to a somewhat rocky start, with dozens of students complaining they had not received e-mail notifications for their packages, University officials say the computer glitches that led to those problems were solved quickly. Datrose -- hired a few months after the University began investigating the issue in October 2001 -- has worked to identify problems and increase student satisfaction with the residential mail service. According to a survey conducted by Datrose last fall, 87.7 percent of students said they were satisfied with the mail service in general, and 81 percent were satisfied with the e-mail notification system. As for the reports of missing mail, things seem to have improved as well. "We've had maybe two pieces of mail reported as missing," Associate Director of Housing and Conference Services Gordon Rickards said. "But there's been nothing to point out this has been a trend going on across campus." The new mail system has left many students with fewer complaints. "It's been very reliable," College junior Rebecca Fishman said. "Sometimes things take a while to get through, but generally, it's pretty good." Other students say they've had minor problems. "Once, a package was sent to the wrong house," College sophomore Paul Greenham said. "I had some trouble getting it because I had forgotten to print out my document... but I've received everything I should have as far as I know." Some say the e-mail notification system is a convenience for students who do not check their mailboxes frequently, but note that the mail system is still not ideal. "The package system really sucks if you forget your card or you forget your e-mail," College senior Eileen Chang said. "There's a couple of days delay sometimes and that's frustrating, especially if it's a food package. They kind of end up not in the best condition."