Impactful Outcomes2 | University of Houston

As a way of demonstrating accountability toward goals in their strategic plan, IMPACT 2027, the Office of Administration leadership releases its annual Impactful Outcomes to highlight the progress of key goal completions during a calendar year.

		Transforming Online Customer Service We launched the Shasta Chatbot, an AI-driven platform that provides real-time assistance and improves self-service capabilities. This innovation reduced response times and streamlined support for thousands of inquiries.

		Driving Student Savings & Retail Growth The Cougar Textbook Access Program (CTAP) reached 83.1% undergraduate participation in fall 2025, delivering $65.9M in student savings since fall 2023. Merchandise expansion, including premium brands and Houston Blue items, fueled record-breaking sales during major athletic events.

		Elevating Event & Guest Experience At Cullen Performance Hall, we installed the Open Gate Security System for faster entry and improved safety. ListenWIFI Assistive Listening Technology enabled audio streaming and closed captioning for user-friendly access, while ADA enhancements simplified seating reservations.

		Modernizing Parking & Transportation A $2M gate equipment and software upgrade improved reliability and reduced wait times across campus garages. Additionally, the Welcome Center Garage consolidation streamlined permits and maximized space utilization without new construction.

		Enhancing Campus Dining & Catering We introduced the Ride and Dine Program, refreshed Cougar Woods, and extended hours to improve convenience. A new campus catering platform, Fresh Fork, simplified ordering and increased transparency for campus events.

		Copy, Print and Delivery Services Operational Excellence Our team earned the ACUP+ Platinum Award for print design excellence and upgraded to the Ricoh Pro C9500, reducing turnaround times and improving print quality. The Mail & Package Tracking Portal increased transparency and reduced office visits.

		Cougar Card Innovations We transitioned to cashless operations and introduced enhanced digital features for faster service.

Highlights

Shasta Chatbot: Ready to Answer Your Online Questions on Departments' Webpages

Shasta, the University’s new AI chatbot, went live on all the Office of Administration departmental websites, marking the second phase of its campus-wide rollout. Employees can access Shasta 24/7 while browsing the pages of the Auxiliary Services, University Services, and Parking and Transportation. The chatbot serves students, faculty, staff, and the public by answering questions and offering assistance with the services provided by these teams.

Department team members, acting as bot managers under the guidance of University Information Technology, are administering Shasta. It is a hypo-generative AI that learns from website content and user interactions. Visit your team’s website — and those of the other departments — to interact with the new AI chatbot. Ask Shasta questions and help it learn! Learn more about the Shasta Chatbot.
CPH Has Aid for Hearing-Impaired Guests

New technology has made going to a comedy show or event at Cullen Performance Hall even easier and more enjoyable for individuals with hearing loss with the venue’s introduction of its ListenWIFI service. ListenWIFI is an innovative Wi-Fi streaming solution that allows CPH guests to use their smartphones to access audio for assistive listening. The system sends the audio directly to a person’s headphones, hearing aids, or cochlear implants without increasing the surrounding sound. A closed captioning option to view what is being said is also available.
P&T Upgrades Improve Customer Experience

Big changes were made to parking operations at the University of Houston. Parking and Transportation Services completed a campus-wide rollout of new parking gate equipment and a modernized parking management software system. These improvements were part of a broader effort to enhance efficiency, increase convenience, and improve the overall customer experience for students, faculty, staff, and visitors.

The upcoming upgrades have impacted every parking garage and gated lot on campus. All gates were replaced with new, state-of-the-art hardware. At the same time, Parking and Transportation Services transitioned to a new parking management software platform that offers a more user-friendly interface and streamlined functionality.
Cougar Woods Dining Commons Reopens with Enhanced Student Experience in Mind

Cougar Woods Dining Commons reopened for the fall semester after a busy summer of renovations, marking the completion of Phase II of its refresh project. This phase focused on transforming the space into a dynamic hub for dining and connection.

The updated layout features two distinct zones: a library-style area called the Zen Zone, and a lively social space known as the Social House. To celebrate the reopening, UH Dining Services hosted a ribbon-cutting ceremony and handed out free popsicles courtesy of Hot Rod Pops.
Copy and Print Wins ACUP+ Award

The University of Houston’s Copy and Print department was recognized by the Association of College and University Printers (ACUP+) with an ACUP+ Platinum Award in the Offset Single Page category for their Report on Philanthropy brochure that details UH’s philanthropy efforts. The awards were announced at ACUP’s 2025 Conference held in Costa Mesa, California.
Cougar Card Services Shines During Fall Start-Up

During Move-In Week and the first week of classes, Cougar Card Services issued more than 4,500 ID cards with a 96%+ satisfaction rate. Nearly all new residential students — 97% — received their cards before the first day of class. More than 3,000 users scheduled pickups via CougarQ, and express service earned praise from students and families.