one-stop shop enterprises: sharing experiences with ......presented by: julie selander, university...
TRANSCRIPT
Presented by:
Julie Selander, University of Minnesota
Paul Kyle, Johnson County Community College
Susan Leigh, DePaul University
Monday, April 3, 2012 1:00 – 2:00 pm
Session ID 333
One-Stop Shop Enterprises:
Sharing Experiences with Planning,
Implementation, and the Future
AACRAO Philadelphia 2012 Session ID: 333
Panel Discussion: Three Perspectives
Service Model Overview:
University of Minnesota
Johnson County Community College
DePaul University
Question and Answer Session
Mission Statement:
To provide quality and professional service in the areas of enrollment, financial aid, billing and payment to support students’
academic and financial objectives.
University of Minnesota:
One Stop Student Services
Service Integration
• Organizational: Can we integrate organizationally to
reduce service silos? Are there going to be power
struggles?
• Physical: How can we improve how students receive
service in our offices? How can we make it more
student friendly? How much money will this cost?
• Virtual: What online self-services and web applications
do students want? Can we implement a virtual “one
stop” by consolidating information from various offices?
Old Process New Process
Generalists
Self-service
Specialists
Generalists
AACRAO Philadelphia 2012 Session ID: 333
The University of Minnesota Model
Goal:
To provide integrated services for registration, financial aid, and student accounts receivable/billing via phone, e-mail, and in-person in three locations across campus
Steps: • Redesigned our business practices and cross-trained
staff to handle problems from start to finish
• Increased the level of access for staff
• Provided technology and tools to support the change
• Allowed staff to make more independent decisions and apply professional judgment
AACRAO Philadelphia 2012 Session ID: 333
Self-Service Culture on Campus University One Stop page receives millions of hits per week (sometimes
1 million hits per day)
95% of the student population registers for courses on the web
100% of the students accept financial aid via web
96% of the incoming freshmen apply on-line
80% of enrolled students paid tuition bill on-line
Student electronic billing is mandatory
Also…
University assigned student e-mail account is official communication avenue for students
AACRAO Philadelphia 2012 Session ID: 333
Example of a Successful Online Service Check Your Financial Aid Status:
An interactive tool for students to check their financial aid status online
One Stop Student Services Organization
Student Life Cycle Training Modules
Fu
nctio
nal a
rea
s
Apply
Pre-semester
Semester Post-semester
Admissions
Admission applications:
how it’s done,
online vs. paper,
cost and timelines.
X X X
Enrollment/
registration
X
Web, in-person,
fax/mail
registrations, and
common questions.
Drop/add and total
withdrawals,
permissions needed,
and timelines.
Retroactive tuition
petitions
Financial aid
How student applies /
FAFSA, MILs, ISIRs,
Determining COA and
EFC, and types of aid.
Packaging process
& policy, eFAAN,
imaging,
communications to
students, and
disbursement rules.
Financial aid
adjustments and
impacts.
Satisfactory academic
progress, exit
interviews, and return
of funds.
Accounts
receivable/
billing/collections
Non-billing of
admissions fees.
How past due holds
applied and impacts,
tuition calc process.
Posting adjustments
and waivers, billing
and payment
process.
Past due collections
process.
AACRAO Philadelphia 2012 Session ID: 333
Science Teaching and Student Services Center
AACRAO Philadelphia 2012 Session ID: 333
One Stop Student Services Center
AACRAO Philadelphia 2012 Session ID: 333
One Stop Student Services Center
AACRAO Philadelphia 2012 Session ID: 333
Students Check in Electronically
AACRAO Philadelphia 2012 Session ID: 333
Check-in at Kiosk
AACRAO Philadelphia 2012 Session ID: 333
Digital Display with Queuing Information
AACRAO Philadelphia 2012 Session ID: 333
Digital Display with Queuing
Information
AACRAO Philadelphia 2012 Session ID: 333
Future Plans for One Stop
Customer Relationship Management software (CRM)
Mobile web enhancements
Portal re-implementation
Work flow process for all online forms
Analyze web chat
Continue to improve student services for veterans
Continue to provide outreach and financial literacy
Continue to seek out efficiencies and increased effectiveness
AACRAO Philadelphia 2012 Session ID: 333
Lessons Learned
Base pay was below salary market
Flat organizational structure
Be aware of office culture adjustments
Requires collaborative relationship with
financial aid director and registrar
AACRAO Philadelphia 2012 Session ID: 333
Student Reactions
“Excellent service, not only did you take care of
the problem, you took care of me as well.”
“The staff here are great, pleasant and go the
extra mile.”
“You say “no” in such a nice and informative way.”
“You all know so much. How do you do it? You
must be in training all the time! You guys should
run the federal government.”
“You could give some stores a few lessons on
service.”
Success Center
Helping students make to adjustment of, “Culture of origin to culture of institution”.
Johnson County Community College
AACRAO Philadelphia 2012 Session ID: 333
Success Center
Services Provided
3/27/2012
1. Book Store
2. Information Desk
3. Bank
4. Career Services
5. Counseling/Academic Advising
6. Financial Aid
7. Enrollment/Registration/Records/ VA
8. General Information
9. Orientation
10. Access Services
10. Placement Testing
AACRAO Philadelphia 2012 Session ID: 333
Student Center
Lobby Area
3/27/2012
AACRAO Philadelphia 2012 Session ID: 333
Student Center
Entrance to Success Center
3/27/2012
AACRAO Philadelphia 2012 Session ID: 333
Student Center
Counseling/Advising
3/27/2012
AACRAO Philadelphia 2012 Session ID: 333
Student Center
Welcome Stations
3/27/2012
AACRAO Philadelphia 2012 Session ID: 333
Student Center
Financial Aid
3/27/2012
Student Center
Orientation Lab
3/27/2012
AACRAO Philadelphia 2012 Session ID: 333
Success Center Environment
Services Provided – General information, Financial Aid, Registration, Phone
Services, Orientation(Formal sessions, Laboratory, On-line)
Goal – Provide a Welcoming and Individualized atmosphere :
1. Set the Tone: Organized Chaos(greeters, space mgt.)
2. Individualized stations with Individualized focus
3. Flexibility with Staffing and on going training are premier.
Future Aspiration – Be Pliable & “Think outside the Self ”
1. Just in time orientation.
2. Pre-Semester approach to On-Boarding .
DePaul University
Susan Leigh, Associate Vice President
Enrollment Management & Marketing
DePaul University
AACRAO Annual Conference 2012
Tuesday, April 3rd, 2012: 1-2PM
Location 108A
Session ID # T3.133
AACRAO Philadelphia 2012 Session ID: 333
About DePaul
Largest Catholic
9th largest Private
Urban Chicago
36% from Chicago
26,000 total enrollment
65% Undergraduates
36% incoming UG first gen
AACRAO Philadelphia 2012 Session ID: 333
DePaul Central
Service Integration
DePaul Central
Financial Aid
Payment Center
Integrated One Stop Service
Student Accounts
Student Records
AACRAO Philadelphia 2012 Session ID: 333
Two-Tiered Workflow
Intake Specialist
Expert
Student Request
AACRAO Philadelphia 2012 Session ID: 333
Collaborative Staffing Model
2 divisions (Enrollment Management and Marketing
and Financial Affairs)
3 functional areas (Financial Aid, Student Accounts,
and Student Records)
AACRAO Philadelphia 2012 Session ID: 333
DePaul Central Organizational Chart
AACRAO Philadelphia 2012 Session ID: 333
DePaul University
Implementation Timeline
AACRAO Philadelphia 2012 Session ID: 333
DePaul Central LPC
AACRAO Philadelphia 2012 Session ID: 333
DePaul Central Loop
AACRAO Philadelphia 2012 Session ID: 333
Two-Tiered Workflow Model
Contact Center Agent
Area Expert
Student Inquiries
Intake Specialist
Area Expert
Student Inquiries
DePaul Central Workflow Contact Center Workflow
AACRAO Philadelphia 2012 Session ID: 333
DePaul Central Contact Center
AACRAO Philadelphia 2012 Session ID: 333
Staffing Efficiencies September ‘09 vs. ‘11
AACRAO Philadelphia 2012 Session ID: 333
Two-Tier Efficiencies September ‘09 vs. ‘11
AACRAO Philadelphia 2012 Session ID: 333
Call Length vs. Call Volume September ‘09 vs. ‘11
AACRAO Philadelphia 2012 Session ID: 333
Two-Tiered Efficiencies
Improved communication
One-stop works as clearinghouse
More solutions at first contact
All service channels improved
Experts freed from repetitive calls or email
AACRAO Philadelphia 2012 Session ID: 333
Thank You!
Julie Selander, University of Minnesota: [email protected]
Paul Kyle, Johnson County Community College: [email protected]
Susan Leigh, DePaul University: [email protected]
Please complete the class evaluation form Session ID 333