one-stop student center...hung le- assoc. vp/registrar, pepperdine university steve schissler-...

One-Stop Student Services

Integrated Student Services

Bob Putich

Western Washington University

WELCOME Where do we all stand ?

Full One Stop Center

Modified Version of a One Stop

Taking Steps Towards Implementing a One Stop

Taking Steps; but Gave-Up

Dreamed of One Stop but Cannot Get Started

Never Heard of a One Stop, “Isn’t this Payment Workshop”

One Stop Agenda

What is it, How do I Know if I Need One

WWU Case Study

Unique Issues Led to Compromise

Where we are Today

Training, Training, Training

Comments from Successful Operations

Questions & Comments

Why One Stop? Student Focus

Meet Student Current Expectations

Competing Against Amazon, Google, i-Tunes,

Apple, Zappos

Re-authenticate on each new page

Tell their story again in each office

Students Shuffled Between Multiple Offices

Answers/Solutions Inconsistent

Why One Stop? Business Focus

Spend $$$ on Integrated Information Systems

Do More with What You Have/Less

Do it Better

Be More Efficient

Be More Creative

Extensive use of eCommerce

Web Payment/Wire Transfer

WWU Example: Western Washington University

15,000 Students 5 Campuses

12,000 on Main Campus

650 Grad Students

160 Academic Programs

84% Retention, 70% Graduation Rate

Banner

CASHNet

WWU Example: Me

What About Bob?

WWU Example: Years ago “Silo” mentality worked

WWU Example: But then we grew!

WWU Example: And we grew some more!

WWU Example: Until we finally restructured!

Business and

Financial Affairs

Facilities

HR

Student Accounts

General Receivables

Perkins Loans

Collections

Cashier

Public Safety

Student Affairs

Student Outreach

University Residences

Financial Aid

Registrar

Student Health

Athletics

Admissions

Enrollment Planning

WWU Organization Before One Stop

The Student Business Office Student Shuffle


5+ Business Offices

6 Staffed Customer Service Centers

Trained by 8 or more Supervisors

at least 8 Directors - 2 or more VPs

Transcripts (Reg SA CSH Reg)

Where’s my Refund? (FA SA FA SA, )


Staff Perspective

Full Control

Accurate Information

Processes (simplified, streamlined)

Staff Levels and Training

Quality of Service

Change Processes as Needed (never needed)

Chain of Command


Student Perspective

No one wants to help me

I waited 30 minutes to be told “You need to go to

this office and do something, then come back”

This office says one thing, that office told me

something else. No one knows what’s going on.

Students didn’t know the 8 Directors, they

thought one person was in charge.

WWU Organization The Process

Attend a Conference

Assess your Needs and Develop Plan

“Campus Champion” VP or Chancellor

Share my Vision “develop campus wide buy-in”

Involve stakeholders

Implement

Communication – Training – Communicate & Train some more

WWU Organization Planning

“Failing to plan, is planning to fail”

Benjamin Franklin

“He who Fails to plan, is planning to fail”

Winston Churchill


BP – Gulf Spill


Carnival Cruise


SS MINNOW

WWU Organization The Process

Attend a Conference

Assess your Needs and Develop Plan



Involve stakeholders

Implement

Communication – Training – Communicate & Train some more


Understanding our Clients Expectations

Traditional Freshmen & Returning Students

Transfer Students

International Students

Returning Adults / Professional

Graduate Students

Parent, Grandparents, Rich Uncles

Third Party Sponsors


Understanding our Clients Expectations

Accessing Information / Performing Transactions

Banking

Making a Purchase

Travel Arrangements

Researching Products / Services

Communicating / Complaining


Understanding our Processes

Student Perspective “Pain Points”

“BPA” Process Mapping

Review Org Structure

Use of Technology

Physical Space Resources

Best use of Staff


Understanding our Staffing Needs

Routine Transactions become Automated

Move to Unusual or Problematic Situations

More Cross Functional Issue Resolution

New Skill Sets (generalist, specialist)

Change Management / Anxieties

Training, Training, Training


One-Stop Staff

Generalists:

Broad Knowledge

Students, Parents, Others

Communication Skills

Home-Office Staff

Specialists:

Deep Subject Knowledge

Systems, Information,

Support

Escalated Specific Issues


Attend a Conference




Attend a Conference



Feedback

Great idea, right stuff, not right time.

Someone already tried that – they don’t work here

any longer.

Good luck with that!


The Compromise

Homonym:

“Compromise” and “Tricked-ya”

Business and

Financial Affairs

Facilities

HR

Student Accounts

General Receivables

Perkins Loans

Collections

Cashier

Public Safety

Student Affairs

Student Outreach

University Residences

Financial Aid

Registrar

Student Health

Athletics

Admissions

Enrollment Planning


The Student Business Office

Student Accounts

General Receivables

Perkins Loans

Collections

Cashier

The Student Business Office Getting Started

Merged Customer Service Departments in BFA

Created NEW Concept, NEW Office, NEW Staff Positions

Developed TRUST Relationship with Home Offices

Invited to Home Office Staff Meetings to “Share”

Substitute SBO SME’s for me at the Meetings

The Student Business Office Getting Started

Move Services Online (transactions, payments, orders)

transcripts, meal plan changes, card office

Registration Online

Financial Aid- All Electronic except New Students

Prom notes, emergency loans, required form, award acceptance

Student Accounts

payments, FERPA, authorized account users, refunds

Great new FAQs

The Student Business Office What do we do

Phone (one main customer service line)

explain online process, review charges, confirm information

Email

same as phone, electronic signature, outbound communication

Face-to-Face

Same as phone, accept all payments, special/unique issues

Lesson Learned: Continuously Update FAQs

Online should be Intuitive

Customer Recipient of Products or Services in Exchange

for Money – Typically Visits a Retail Establishment

Client Qualitative Relationship with Professionally Skilled

Provider of Intangible Commodities – Easily Receive Services

Without being Physically Present at the Place of Business

Customer vs. Client Mindset

The Student Business Office Staff

Morale Boosters Without Trying Monthly Birthdays/Special Days

Spanish Classes

Wellness Program

100% Voted

SEOTY Student Employee of the Year

High-Level Meeting Invites

One Stop Testimonial University of San Diego

Private Liberal arts University 8,300 Students

5,490 Undergraduate

1,525 Grad Students

1,285 Law Students

90% Retention, New High Last Year

was-HomeGrown, now-Banner

CASHNet

One Stop Testimonial University of San Diego

One Stop Student Center Registration, Student Account, FA

One Stop customer service

Separate Home Office

One Stop Portal, One Stop Center

Steve Schissler- Director One Stop Student Center

More time devoted to mapping processes- student- centric

Relationships with home offices require a positive attitude, maturity, and excellent collaboration.

One Stop Testimonial Pepperdine University

7,700 Students

6 U.S. Campuses 6 International

3,200 Undergraduate

3,775 Grad Students

725 Law Students

Peoplesoft

CASHNet

One Stop Testimonial Pepperdine University

One Stop Center Student Accounts, Registrar,

Advising

Financial Aid is Next Door

Answer FA questions, accept documents

Accept tuition payments

Hung Le- Associate VP/Registrar

It’s more than a location, it’s a “philosophy”.

It’s not a should do, it’s a must do.

It’s no longer nice, it’s necessary.

One Stop Testimonial Wilkes University

4,800 Students

3 Campuses

2,300 Undergraduate

2,500 Grad Students

Banner

TouchNet


Student Services Center

Implemented 2006

Re-implemented 2008

Services Integrated

Financial Aid

Registrar

Cashier

Customer Service

Admissions Processing


Student Services Center

One Stop Portal

One Stop Center

18 Staff

Janine Becker, Executive Director SSC

Give it adequate time, about 18 months.

Staff goes up before it goes down.

One Stop Testimonial Johnson County Community College

21,500 Students

1 Campus

21,500 Undergraduate

Student Success Center

Implemented 2000

One Stop Testimonial Johnson County Community College

Student Success Center

Services Integrated

Total Intake and Advising Center

One Stop Portal and One Stop Center

13 Generalists and Associated Specialist

Dennis Day, Vice President, Student Success & Engagement

It’s all about the sharing of services to make the experience better for

the students.

Be flexible.

One Stop One Last Thought

American Idol

Great Show

Good Personal Stories

Quality Singing

4 Celebrity Judges

1 Winner

Very Popular – Great ratings for years

Visualize: Your Student Services Office is American Idol

One Stop One Last Thought

The Voice

Great Show

Good Personal Stories

Quality Singing

4 Celebrity Judges

1 Winner

Steeling the Ratings

NEW Technology –

The Chairs Turn Around!!

Meet the Needs of Todays Student

Continue to Improve

Processes – Communications – Accessibility - FAQ’s

Training – Training - Training

Embrace Change

Continue to Solicit Feedback

Surveys – Email – Facebook – Twitter

Watch Student Blogs – Poll Your Staff (Start, Stop, Continue)

Track Things You Can

Wait Times – Traffic Volume – Website - Feedback

One Stop Recap

Hung Le- Assoc. VP/Registrar, Pepperdine University

Steve Schissler- Director One Stop Center, University od San Diego

Janine Becker- Director Student Services Center, Wilkes University

Larry Lesick- VP Enrollment Management, Ohio Northern University

Rick Weems- Director of Financial Aid, Southern Oregon University

Dennis Day- VP Student Success and Engagement, Johnson County CC

Darran Fernandez- Director Enrollment Services, University of British Columbia

Julie Selander- Director of One Stop Student Services, University of Minnesota

One Stop References

Bob Putich Western Washington University [email protected] 360-650-2865

One Stop 2.0

Julie Selander University of Minnesota

3:30 – 4:30

Questions? or Comments

mailto:[email protected]

one-stop student center...hung le- assoc. vp/registrar, pepperdine university steve schissler-...

Documents