The “Rocks” of the REACH 2026 Strategic Plan

The flagpole island off the northeast corner of the Claibourne D. Smith Administration Building now features three rocks that relate strongly to the University’s REACH 2026 Strategic Plan. They are priorities and goals that all employees can contribute toward on a daily basis.

Each rock is mounted on a black block foundation, which denotes what DSU President Tony Allen calls, “The Big Rocks” – Responsible Growth, Student First, and Accountable Customer Service Experience.

• Responsible Growth meets students wherever they are in the world and provides them with a value-based preparatory experience for a smaller, more global community.

Carlos Holmes, University Historian, recalls a time in the 1940s when then-Delaware State College’s enrollment growth tripled – largely due to the arrival of World War II veterans using their G.I. Bill educational benefits – but was not matched with a corresponding academic and infrastructure growth. This led to some accreditation difficulties for the College.

“It is paramount that University planning takes into account not only the enrollment projections, but also the faculty and academic resources, as well as the building infrastructure that are required to support the student population and provide them with a world-class higher education experience,” he said.

• A Student-first Culture focuses on how well the University prepares its students and how thoughtfully faculty, staff, and students treat each other in the process. By further solidifying the University’s standard of student success, we are strengthening our standing and reputation and ensuring that our students can take their rightful place of honor and usefulness in the world.

Dr. Patrice Gilliam, Vice President of Academic Affairs and University Provosts, notes that a student‑first culture means that every decision made at Delaware State University, every program designed, and every resource invested is centrally focused on the question: How does this serve our students’ success and well‑being?

“Putting students first is not simply a slogan – it’s a daily practice that involves keeping students at the heart of the university,” Dr. Gilliam said.  “It is a pledge by faculty, staff, and administration to work consistently and collaboratively in removing barriers, opening opportunities, and championing the success of every student.”

• An Accountable Customer Service Experience that treats our stakeholders with dignity and respect, even in the toughest situations. That means making it a standard to be responsive to all constituents – whether current or prospective students, their parents, internal faculty and staff colleagues, alumni, or external stakeholders and visitors – and to do our best to address any questions, concerns, or reasonable needs.

Annette Turlington, Director of the Customer Service Center of Excellence, said it is important to understand the mindset that DSU faculty, staff, administrators, and student workers should have with each interaction that takes place on behalf of the University.

“The key elements of a customer service mindset are providing proactive assistance, showing empathy, providing personalized service, being an active listener, demonstrating positive body language and tone, and taking ownership of the customer experience,” Ms. Turlington said.

Dr. Allen says the goal is to make sure that our mission and vision are everyone’s business.   

“We call them rocks because they are heavy and hard to move,” Dr. Allen said. “We call them big because we know getting them right will force us to leave no one behind.”