Industry best practice dictates that gift acknowledgements should be sent within 24-72 hours of receiving a gift. Due to the University of Texas at Austin’s size and complexity, this target had remained difficult to obtain consistently. However, in the midst of the COVID-19 pandemic, the Gift Operations team developed and implemented a successful solution to an unexpected challenge. The initial need for a revised team communication process regarding gift batches being processed and proofed was in response to the transition to working remotely. However, despite the abrupt change in workplace operations, and a database system conversion in July, the revised process contributed to an overall improvement in a) average receipting times and b) gift processing and proofing queue numbers when compared to prior years. The improved process has resulted in an enhanced donor experience, and has increased the team’s transparency and efficiency.
From the Judges
The winner of this year’s Platinum Award identified a solution to a fundamental piece of the fundraising business by improving the timing of receipt production in a decentralized institution. They demonstrated positive results in just the first six months. Anyone working in a decentralized institution can learn from their approach. A trend in the other submissions is engagement. Institutions are doing a fabulous job of narrowing in on measurable metrics to improve engagement by leveraging third party software and internal collaboration.
