Reading Time: 8 minutes
Key Topics: Partnership Development, KPI Management, Student Engagement
Author: Mindy Segal, Principal, Envision Strategies
Featured Interview: Dana Mims, Assistant Vice President of Business Services, Bucknell University
Watch the Full Video Interview Here
When transitioning to a new dining services partnership, success hinges on transparent communication, strategic planning, and deep community engagement. At Bucknell University, a comprehensive approach to managing this change has yielded valuable insights for institutions navigating similar transitions. "Don't just bring me the good, bring me everything so that we can work together," shares Dana Mims, Bucknell’s Assistant VP for Business Services. "You don't want it to be a blame game. You really want it to be not just your dining provider, but your dining partner. You have to be in it together. They have to be shared goals in order for it to be a successful program."
Program Overview
Bucknell University's dining program operates through strategically positioned venues across campus, each offering unique dining experiences. "We're really excited about doing some new things this semester," Mims explains, detailing the program's diverse offerings that range from residential dining to specialized retail concepts.
Key Operations:
Bostwick Social House (main residential dining hall)
Bison Cafe featuring artisanal flatbreads, paninis, and pastas, true burger and Chop’d and Wrap’d
7th Street Café & Market, a unique creperie and coffee house
MacDonald Commons
Bertrand Library Cafe
The Flying Bison Food Truck
Strategic Partnership Development
The foundation of Bucknell's successful transition lies in their approach to partnership management and performance tracking. "Our KPIs were really built off of nine priorities that we identified during our RFP process," Mims explains. "We identified a metric for each of those, so a scale that we will weigh against the success of how they've been transitioning throughout this year. We'll set some baselines this year as well as some goals, so not just status quo, but certainly setting some goals that are necessary for this coming year."
Partnership Framework:
Baseline metrics established for first year
Regular assessment and updating of priorities
Integration with sustainability initiatives
Measurable metrics
Educational and campus-aligned collaboration opportunities
Monthly performance tracking
Student-Centered Engagement
"Making sure that there are multiple ways that the students and university community can give feedback" is crucial, according to Mims. Bucknell has implemented several innovative channels for student involvement, creating a responsive and inclusive dining environment. "We're not just waiting until we’ve got some survey results to be able to tell us that," Mims emphasizes. "It's ongoing-- multiple levels of assessing the program."
A particularly innovative aspect of their approach involves understanding food security in a broader context. As Mims explains, "Food security is not only connected to just the access. Sometimes it can also be connected to having a sense of belonging through the food and the tastes that are available to you." This insight has shaped how they approach menu development and student engagement.
Engagement Initiatives:
Student advisory groups for general dining feedback
Specialized allergen advisory committee
Text-to-chat immediate feedback system
Dedicated culinary liaison position to foster open communication and ensure feedback is heard
Regular taste-testing sessions with students
Building Campus-Wide Support
"We went on this kind of campus tour," Mims shares, describing their comprehensive outreach approach. "Meeting with a number of different campus constituents, - meeting with our student affairs team, meeting with our admissions team, and all of that happened prior to open. Really getting in front of your campus community, those who are forward facing and student facing early and often."
This proactive approach to community engagement has created a network of informed stakeholders across campus. "We've had a number of members that have been in those kind of listening sessions that have said, 'I heard this, and I know you said this when we met, and this doesn't quite sound right,'" Mims notes. "As opposed to them knowing nothing and going into an assumption, they have that opportunity to verify what they know to be true."
Key Implementation Strategies:
Pre-opening campus listening tours
Regular stakeholder communications
Cross-departmental partnerships
Proactive issue resolution
Ongoing feedback collection
Strategic relationship building
Looking Forward
The early success of Bucknell's dining transition demonstrates the power of intentional partnership development and consistent communication. As Mims emphasizes, "You don't want your campus community to feel like they can't give feedback just because of the newness of the partnership. Everything can't be perfect, so give the feedback, and let's address it, rather than sticking our heads in the sand and hoping for the best a year from now."
Key Takeaways for Industry Leaders:
Develop clear, measurable KPIs based on institutional priorities
Set realistic expectations and communicate strategy and progress
Create multiple channels for student feedback and engagement
Build cross-campus relationships before major transitions
Maintain transparent communication with all stakeholders
Focus on partnership development rather than just service provision
The Bucknell experience offers valuable insights for institutions approaching dining service transitions. Their emphasis on partnership development, transparent communication, and strategic engagement provides a roadmap for creating successful, sustainable dining programs that truly serve their communities.