2014

Alliant Central: Virtual One Stop

MOS

Table of Contents

Project Need.......................................................................................................................................1

Virtual One Stop Concept...................................................................................................................... 1

Technology Needs..............................................................................................................................2

Customer Service...................................................................................................................................2

Virtual One Stop.....................................................................................................................................2

Live Chat......................................................................................................................................3

Cross-Functional Staffing..............................................................................................................3

Performance Metrics..........................................................................................................................4

Budget Planning Summary..................................................................................................................5

Timeline................................................................................................................................................. 6

References............................................................................................................................................. 6

Appendix................................................................................................................................................ 0

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Project Need

The purpose of this project is to enhance student services using technology to provide a best practices knowledge base, easy access to information and resources in an integrated fashion, and a workflow logic that enhances the student interface with the university in a positive manner. This approach will reduce student “run around” and increase student satisfaction.

Method

The Alliant Central (AC) concept implements a university virtual one stop customer service program that will be staffed by “Advisors” and a virtual “location” to provide front-line student services related to admissions, student accounts, financial aid, registration, academic policies and procedures, disability services and veterans services. The Center’s homepage will become the “front door” to the services provided by the functional areas utilizing web forms and work flow systems. This virtual unity sends a message of collaboration to the campus community that will support our efforts of working together to provide excellent student services.

Virtual One Stop Concept

Shea and Armitage (2003, n.p.) list several questions an institution should ask itself when incorporating online student support services:

Are the services designed from the student’s point of view, but tempered with the knowledge of the veteran staff? Are they seamlessly integrated, as appropriate? Are they interactive, providing real services online—not just information online about using available offline services? Do the services offer flexibility to accommodate customization by various departments or colleges? Will the services automate tasks to free staff to spend more time on personal services?

Alliant Central offers a seamless experience for students and is guided by a student focused philosophy that acknowledges the potential positive effects on student satisfaction and retention. Effective student engagement is encouraged through timely response designed to familiarize students with both on line and in person resources available at the university.

Goals

1. Enhance and deliver superior service to students. Reduced runaround –Fewer student complaints

2. Increase student utilization of technology and alternative service delivery efforts.3. Increase self-service by enhancing 4. Support strategic enrollment management by streamlining the admission, financial aid,

registration, orientation, and billing interface5. Be paperless where possible 6. Maximize University investment in technology 7. Increase student retention and reduce costs 8. Improve employee morale9. Increase persistence, reduce time to degree and graduation rates

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Strategies

Alliant Central implements a triage approach to student centered enrollment services that enhances customer service and in the process will effectively:

1. Utilize technology via a Virtual Student One Stop Shop to improve critical processes and promote a culture of self-servicing,

2. Utilize highly trained and selective Generalist Advisors to promote process-oriented self-servicing as a general mode of student behavior and serve as a frontline for intervention, and

3. Utilize trained and selective Information Specialists and system offices to manage and process data and serve as the final tier for process resolution when necessary.

The Coordinator of Alliant Central works with subject matter experts in admissions, financial aid, advising, registration, and student business services to set benchmarks, monitor progress, provide reports, and overall effectiveness of the unit. In the initial phase, Alliant Central handles issues pertaining to: admissions, financial aid, advising, registration, student accounts, Moodle, and entry - level technical support services (i.e., email/sign -on issues). In phase two it is expected that student employment, campus life, services and resources, and upcoming events will be added.

Technology Needs

While there are many free chat programs, the central issue we are trying to resolve is effective customer service. Thus, it is critical that live chat not be the “end all – be all” feature but rather a piece of an overall customer service program. Additionally, because the staff members involved with this project are not necessarily going to be information technology specialists, it is important that the platform include customer support, data integrity measures, back-up procedures, and assurances of minimal down time. Accordingly, Alliant Central will utilize Desk.com as its customer service platform.

Customer Service

Enhanced service to students will be facilitated through a Virtual Student One Stop Shop process. Alliant Central entails a comprehensive customer support system with a continuously improving best practice knowledge base, tracking and reporting, and live chat as one of the many features. Desk.com is a platform that facilitates a comprehensive customer support framework that enhances the knowledge base to enable students to self-serve and for the organization to streamline responses to service concerns in the form of “tickets” that are systematically tracked for resolution as well as service improvements.

Virtual One Stop

Alliant Central serves as a virtual interface allowing students to self-serve through an easy-to-use website (featuring live chat support as well as a virtual one stop system). The customer service platform will enable among other things:

An automated case management approach using integrated student support that interfaces with predictive search elements to direct students to self-help resources

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A workflow logic system to enhance services An e-contact form with customized menus that respond to common queries with “canned

intelligent” responses A live chat option through a floating dynamic widget throughout the Alliant website. After 10:30

pm customized web resources will pick up to provide 24/7/365 interaction. A 1-800 number will also be available at the center

An easily accessible best practices knowledge base to facilitate consistency in staff development, service and quality

Two-Tier response. In complex cases where there is a need for further special attention to a student issue, AC will escalate referrals to the system offices

A multi-channel inbox that includes social media (Twitter, Facebook), live chat, email, and phone contacts

Enhanced tracking of new, open, pending, resolved and closed tickets Enhanced tracking of service concerns segmented by common concerns, time to resolution, etc. Availability of data from the tracking features to inform service improvements, staffing, and

improved knowledgebase.

In Phase II it is expected that should analysis of initial performance data warrant additional features, a CTI function (telephony) will also be added.

Live Chat

The Project will be implemented in two phases: The first phase comprises “virtualizing“ process related to Financial Aid, Student Business Services, Registrar Office services, International Student Services, Disability Services, Military and Veterans Services, and Career Services. This process commenced late September 2014 with the central offices and Campus Centers outlining common inquiries received in their units and the associated answers. This information will be utilized to establish an initial knowledge base and to develop a “script” for advisors to use when triaging student inquiries via live chat or phone. Additional information will be customized into instant web question and answer responses.

A key principle is not to create virtual silos. Students should be able to engage in live chat with an advisor on any topic relating to the above service areas. Additionally, they will be encouraged to use existing technology which allows them to check their account, look up their grades, and find out where they are in the financial aid process with just a few clicks. This service when fully implemented in Phase II will provide 24/7, prompt access to student services.

Cross-Functional Staffing

The Alliant Central Virtual One Stop will be staffed (initially) by a Coordinator and three Advisors-Monday through Saturday. One Advisor and the Coordinator will work 7:00am-3:30 pm and two Advisors will staff the 3:30 pm -10:30 pm shift. This staffing level will be evaluated at the 6-month milestone to determine if adjustments are necessary.

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Cross-Functional Orientation of Staff

Training Program

a. Four modules across functional areas: Admissions, Registrar, Financial Aid, Student Accounts/Business Services, Disability Services, Military & Veterans Services

b. Provide student centric training- customer service, c. Training process: classroom training, mentor training, listening for comprehension, hands-on

learning.

Performance Metrics

Performance MetricsCriteria Method Measurement

1 Student Satisfaction Random end of chat surveys% of First Contact ResolutionOverall Student satisfaction Rates

2 Call Resolution Time Ticket Opened & ClosedAverage Resolution Time# of call Abandonment Tickets

3 Call Abandonment Open Tickets4 Chat Abandonment Length of Chats5 Chat Resolution Closed Tickets6 Top 10 issues by active tickets Most Active Tickets7 Number of New Tickets Number of Tickets8 Number of Resolved Tickets Closed Tickets9 Time Ticket Opened to Closed10

Tickets by time of day, week and month Number of Active Tickets

We will utilize periodic surveys including random end of chat brief surveys and an annual more comprehensive student satisfaction survey. Transcripts of the on line interactions will be utilized to streamline and improve programs, enhance best practices knowledge base for all student services. The virtual one stop by its very nature will provide insight into improving other University programs and services.

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Budget Planning Summary

Item Description Unit Cost/Unit TotalComputer Hardware

Stations 5 800$ 4,000$ Audio & Wireless Headset 5 400$ 2,000$ Copier/Fax/Printer 1 5,000$ 5,000$

Desk.com Customer Service Platform Implentation Services 1,500$ Furniture

Desks 5 1,000$ 5,000$ Ergonomic Chairs 5 400$ 2,000$ Space Redesign 10,000$ Wiring & Misc. 7,000$

Total Set Up Costs 36,500$

Desk.com Customer Service Platform for 4 Agents 12 200$ 2,400$

Copier/Fax/Printer 1 2,000$ 2,940$ Office Supplies 2,200$ Telephone hardware 4 200$ 800$ Dropbox/Central Database 4 200$ 800$ Equipment Replacement 1,000$ 1,000$ Personnel

Professional Development 5,000$ Salary & Benefits

Coordinator Salary 1 62,000$ 66,500$ Coordinator benefits 1 20,460$ 20,460$

Advisor Salary 3 53,200$ 159,600$ Advisor benefits 3 16,500$ 49,500$

Total Annual Costs 311,200$

GRAND TOTAL 347,700$

Alliant Central Budget

Annual Costs

One time set up costs

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Timeline

References

Bloom, J.W., & Walz, G.R. (2003). Cybercounseling and Cyberlearning: An Encore. Greensboro, NC: ERIC Counseling and Student Services Clearinghouse.

Brigham, D. (2001) Converting student support services to online delivery. International Review of Research in Open and Distance Learning, 1(2). Retrieved September 25, 2014, from http://www.icaap.org/iuicode?149.1.2.6

Kendall, J. R. (2005). Implementing the web of student services. New Directions for Student Services, 112, 55-68.

Shea, P. & Armitage, S. (2003). Guidelines for Creating Student Services Online. Retrieved onSeptember 29, 2014 from http://www.wcet.info/projects/laap/guidelines.

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Date Goal

September 2014 Virtualizing Processes

October 2014Hire Coordinator; Set up space with appropriate technology infrastructure. Develop publicity strategy, start publicizing

November 2014 Hire and Train Advisors; Virtual One Stop Test & go-live, publicize

January 2015 Review Preliminary Data

February 2015 Adjust service based on analysis of Preliminary Data

May 2015 Assess based on Performance criteria

June 2015 Adjust based on analysis of performance criteria data

Appendix

Job Descriptions

SAN DIEGO CAMPUS

POSITION TITLE: Coordinator, Virtual One Stop (Alliant Central)

REPORTS TO: Director Student Services Effectiveness & Staff Development

DEPARTMENT: Student Services

HOURS: 37.5 hours/week

EMPLOYMENT STATUS: Full-Time, Exempt

GRADE LEVEL: Grade 6

POSITION SUMMARY

The Coordinator of the Virtual One Stop (Alliant Central), under the general direction of the Director of Student Services Effectiveness and Staff Development, provides oversight of the virtual one-stop service to ensure students one-stop quality service. Responsible for the planning, organizing and evaluating the sharing of accurate information and knowledge in the broad areas of admissions, advising/counseling, financial aid, registration, Military and Veteran’s Affairs, Disability Services and other student support processes. Maintain current knowledge of the University’s degree and certificate programs. This position requires irregular hours, including weekends and overnight.

Alliant International University’s mission is to provide students with the highest quality of education through innovation in scholarship, applied training and research, and community service, particularly to underserved populations. The University’s goal is to equip students with the competencies they need to improve the quality of human life by addressing major contemporary social issues. Core competencies of the University’s training programs include cultural diversity, which is infused in courses and field placements and is manifest in the diversity of its students and faculty.

TYPICAL DUTIES AND RESPONSIBILITIES (No more than six examples)This is not an exhaustive task list but a list which provides the candidate with an idea of job expectations.

1. Develop and maintain work schedules for Virtual One Stop Generalists, exercise supervision of staff, monitoring coverage at Alliant Central virtual one stop services.

2. Partner with the University Director of student services effectiveness and staff development to develop and implement the training and development plan for Alliant Central.

3. Continually evaluate processes, maintain a high level of customer service and efficiency.

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4. Develop and implement a student service system for feedback in order to maintain continuous improvement. Develop and implement a reporting system for the services provided and regular updates.

5. Ensure that all activities are conducted within the established guidelines of the Family Educational Rights and Privacy Act (FERPA).

6. Ensure coordination with academic programs, system directors of student services, and other student services areas. Attend meetings and participate in committees, as assigned.

7. Other duties as assigned.

POSITION QUALIFICATIONS

Education: Master’s degree in a Student Personnel, Education, Counseling or related field

Experience: At least two years’ experience in higher education advising, student affairs officer or related position. At least one year experience using technology as an advising communication and educational medium.

Certificates and Licenses(If applicable):

Essential Job Functions: Coordinate the activities of the Virtual One Stop Services ensuring excellent customer service, effective and accurate interpretation and application of university academic and student services policies and procedures. Follow technical instructions, procedure manuals, and charts to solve practical problems; and/or compose routine or specialized reports or forms and business letters; and/or ensure compliance with clear guidelines and standards. Communicate effectively with a diverse group of people, including staff, students, administrators, and the community. Ability to work in a past paced and stressful environment while maintaining a friendly and courteous manner.

Management Skills: Knowledge and application of student development theory and higher education practices with the ability to answer related questions; and/or interpret and apply these guidelines correctly in various situations. Ability to prioritize and organize assigned responsibilities to meet established deadlines. Ability to interpret educational requirements and programs. Ability to relate positively to students, faculty, administrators, and staff from diverse backgrounds. Ability to handle confidential material judiciously and relay negative information in a positive manner. Ability to make critical decisions. Ability to adapt in ever-changing environment. Knowledge of FERPA.

Supervisor Responsibilities

Supervises Virtual One Stop Advisors and student assistants

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(If applicable):

Other Requirements: Extensively required to use hand to finger, handle, or feel (including the use of computer keyboards) and talk or hear (including the use of a telephone and headsets).Sensitivity to cultural diversity and ability to communicate and interact effectively with people of all ages and diverse background; Proven ability to work effectively as a team player; highly motivated, focused and results oriented. Ability to exercise discretion and tact in all interpersonal contacts, and to maintain confidentiality at all times. Ability to manage multiple tasks according to required deadlines, and maintain composure under high stress conditions. Ability to be optimistic, positive and supportive in all interactions with others. High level of accuracy and attention to detail.

Background Check Requirements:

Employment is contingent upon successful completion of a background check.

Anti-Discrimination Policy: Alliant International University prohibits discrimination in employment and in its educational programs and activities, including admission or access thereto, on the basis of race, national origin, color, creed, religion, sex, age, marital status, disability, medical condition, veteran status, sexual orientation, gender identity or associational preference.

Alliant International University is an Equal Opportunity Employer, committed to ensuring a high quality of education through the diversity of the University community and the curriculum. Women, people of color, people with disabilities and people from other underrepresented groups are encouraged to apply, as we actively seek to increase diversity at all levels. The University will conduct its programs, services and activities consistent with applicable federal, state and local laws, regulations and orders.

This policy is governed by Titles VI and VII of the Civil Rights Act of 1964, the Civil Rights Act of 1991, Title IX of the Education Amendments Act of 1972, Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, the Age Discrimination Act of 1975, the regulations implementing these statutes, and applicable federal and California law.

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SAN DIEGO CAMPUS

POSITION TITLE: Student Advisor-Alliant Central

REPORTS TO: Coordinator, Virtual One Stop (Alliant Central)

DEPARTMENT: Student Services

HOURS: 37.5 hours/week

EMPLOYMENT STATUS: Full-Time, Non Exempt

GRADE LEVEL: Grade 4

POSITION SUMMARY

The Student Advisor, under the general direction of the Coordinator for the Virtual One Stop, is a university wide advisor. This Generalist position serves as a liaison by connecting students with appropriate resources and applicable policies and procedures. The incumbent responds to inquiries from students using virtual tools including live chat and telephone. Establish and maintain relationships with program directors to understand and clarify program specific requirements. Maintain current knowledge of the University’s degree and certificate programs. The Advisor triages student inquiries and addresses matters relating to academic program policies and procedures as well as student services queries regarding matters pertaining to but not limited to admissions, financial aid, student accounts, disability services, Military and Veteran’s affairs, registration, and course schedules. She/he performs on line live chat with students, handles student calls, and assists students with a variety of academic and student service issues. The advising services provided by this position are designed to facilitate student success through academic and personal development. This position requires irregular hours, including weekends and overnight.

Alliant International University’s mission is to provide students with the highest quality of education through innovation in scholarship, applied training and research, and community service, particularly to underserved populations. The University’s goal is to equip students with the competencies they need to improve the quality of human life by addressing major contemporary social issues. Core competencies of the University’s training programs include cultural diversity, which is infused in courses and field placements and is manifest in the diversity of its students and faculty.

TYPICAL DUTIES AND RESPONSIBILITIES (No more than six examples)This is not an exhaustive task list but a list which provides the candidate with an idea of job expectations.

1. Work closely with academic and student services offices to connect students to appropriate support services. Respond to and resolve student inquiries at the virtual one stop center.

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2. Provide students with information about alternatives and possible consequences of academic decisions.

3. Assist and advise students –using effective interpretation and application of academic policies and student services procedures related to admissions, registration, academic roadmaps, financial aid, student accounts, disability services, academic support and other support services.

4. Maintain records of interaction with students in Alliant Central.5. Other duties as assigned

POSITION QUALIFICATIONS

Education: Bachelor’s Degree Required. Master’s Preferred

Experience: 1-3 years related experience, preferably in a higher education institution. At least one year experience using technology as an advising communication medium

Certificates and Licenses(If applicable):

Essential Job Functions: Knowledge of customer service standards and procedures; demonstrated success in a performance driven-driven environment which utilizes metrics. Knowledge and application of student development theory Excellent computer skills in the use of Microsoft Office Suite, and internet applications. Working knowledge of regulations such as Family Education Rights and Privacy Act (FERPA), Americans with Disabilities Act (ADA) as it relates students’ accommodation. Extensively required to use hand to finger, handle, or feel (including the use of computer keyboards) and talk or hear (including the use of a telephone and headsets)

Management Skills:

Supervisor Responsibilities(If applicable):

Other Requirements: Results-oriented and self-motivated person who needs little supervision in follow up with students. Clear ability to multi task and learn leverage a variety of software applications. Sensitivity to cultural diversity and ability to communicate and interact effectively with people of all ages and diverse background; Proven ability to work effectively as a team player; highly motivated, focused and results oriented. Ability to exercise discretion and tact in all interpersonal contacts, and to maintain confidentiality at all times. Ability to manage multiple tasks according to required deadlines, and maintain composure under high stress conditions. Ability to be optimistic, positive and

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supportive in all interactions with others. High level of accuracy and attention to detail.

Background Check Requirements:

Employment is contingent upon successful completion of a background check.

Anti-Discrimination Policy: Alliant International University prohibits discrimination in employment and in its educational programs and activities, including admission or access thereto, on the basis of race, national origin, color, creed, religion, sex, age, marital status, disability, medical condition, veteran status, sexual orientation, gender identity or associational preference.

Alliant International University is an Equal Opportunity Employer, committed to ensuring a high quality of education through the diversity of the University community and the curriculum. Women, people of color, people with disabilities and people from other underrepresented groups are encouraged to apply, as we actively seek to increase diversity at all levels. The University will conduct its programs, services and activities consistent with applicable federal, state and local laws, regulations and orders.

This policy is governed by Titles VI and VII of the Civil Rights Act of 1964, the Civil Rights Act of 1991, Title IX of the Education Amendments Act of 1972, Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, the Age Discrimination Act of 1975, the regulations implementing these statutes, and applicable federal and California law.

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