the american university in cairo
DESCRIPTION
The American University in Cairo. One-Stop Shop AUC’s Student Service Center ssc. Pre-one stop shop Consultation Phase Pilot Phase Completion and the move to the New Campus Critical Success Factors Advantages of centralizing student services. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/1.jpg)
The American University in Cairo
![Page 2: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/2.jpg)
![Page 3: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/3.jpg)
One-Stop Shop
AUC’s Student Service Center
ssc
![Page 4: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/4.jpg)
• Pre-one stop shop
• Consultation Phase
• Pilot Phase
• Completion and the move to the New Campus
• Critical Success Factors
• Advantages of centralizing student services
![Page 5: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/5.jpg)
Student Services at AUC: A pre One-Stop Shop overview
![Page 6: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/6.jpg)
Inquiries &FAQAll general information about AUC
Take an application form
Submit application &receive ID
Cashier
Testing
Pay the application fee
Go back to receive ID
![Page 7: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/7.jpg)
Old System
VERTICAL COMMUNICATION
CONTINOUS PARADE TO DIFFERENT OFFICES
ST
UD
EN
T
Recruitment
Enrollment
Testing
Cashiers Admissions
Financial Affairs
Registrar
Student Accounts
![Page 8: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/8.jpg)
STUDENT
ACCOUNTS
REG
ISTRAR
RECRU
ITMENT
FINANC
IAL
AID
TEST
ING
E N R O L
L MENT
ADMIS
SIONS
CASH
IERS
Horizontal Communication Process Improvement Proposed System
PROVIDING STUDENT ONE PORTAL FOR INFORMATION DISSEMINATION
ST
UD
EN
T
ONE-STOP SHOP/STUDENT
![Page 9: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/9.jpg)
PROPOSED
Student Accounts
Registrar
Financial Affairs
Admissions
Cashiers
Testing
Enrollment
Recruitment
One Hub
![Page 10: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/10.jpg)
PROPOSED
Student Accounts
Registrar
Financial Affairs
Admissions
Cashiers
Testing
Enrollment
![Page 11: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/11.jpg)
Consultation Phase Booz Allen Hamilton
Problems with the initial proposal:
• It was the mere physical relocation of existing staff (Specialists) to a
central location
• Did NOT solve the queuing problem
• Various logistical and training issues
Alternative proposal: A true One-Stop Shop:
• A “Stand Alone” office with dedicated staff members
• “Generalist” staff cross-trained in the various functions of relevant offices
![Page 12: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/12.jpg)
GENERALIST
Student Accounts
Registrar
Financial Affairs
Admissions
Cashiers
Testing
Enrollment
Recruitment
![Page 13: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/13.jpg)
Enrolled and Prospective students, parents , counselors, etc….
![Page 14: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/14.jpg)
One-Stop Shop
Walk Ins Emails Telephones
One-Stop Shop
![Page 15: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/15.jpg)
One-Stop Shop
Walk Ins Emails Telephones
Front Office Back Office
![Page 16: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/16.jpg)
• Handled at the back office and not by the front office staff,
• A system to ensure responding to emails during public holidays to maintain the service (particularly for international students).
• A call center is currently being prepared to respond to all incoming telephone inquiries
Emails Telephones
Back Office
![Page 17: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/17.jpg)
• Telephone hot lines were created between the SSC staff and specialists in all related offices.
Support from other offices
• For special cases, visitors are issued passes to the back offices where they can discuss their cases in more details with “Specialists”
![Page 18: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/18.jpg)
Pilot Phase
![Page 19: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/19.jpg)
![Page 20: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/20.jpg)
Pilot Phase
Advantages:
• Implementation starting in a “Stress Period” in the admission cycle that allowed us to flesh out any potential problems,
• A trial visitor management system was employed to measure service and waiting time,
• Creating a complete digital archiving and document processing.
Arising Problem:
Inadequate familiarization period for new staff to adapt to the new working environment, new functions and system, resulted in a less than optimal waiting time.
![Page 21: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/21.jpg)
Sample Waiting/service Times TrendsAcross Different Phases
![Page 22: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/22.jpg)
Main Elements of a One-Stop Shop
1-Staff:
• Professional, cross- trained and technology-aware staff members who should also be service –oriented Pleasant and flexible
2-Office technologies
• Operating System as well as multifunction, time and space saving, office machines
3-Space:
• Adequate, well designed and utilized space. For both visitors and staff.
![Page 23: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/23.jpg)
Completion phase and the move to AUC’s New Campus
![Page 24: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/24.jpg)
1
2
3 564
7
Quick Adaptation to Variations in Workload
Seven Service Stations
![Page 25: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/25.jpg)
1
2
3 564
7
Quick Adaptation to Variations in Workload
Normal: 3 Counters Operational
![Page 26: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/26.jpg)
1
2
3 564
7
Quick Adaptation to Variations in Workload
Medium: 5 Counters Operational
![Page 27: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/27.jpg)
1
2
3 564
7
Quick Adaptation to Variations in Workload
High: All 7 Counters Operational
![Page 28: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/28.jpg)
Completion phase and the move to AUC’s New Campus
• More sophisticated visitor management system was employed,
•Permanent ID center and cashier’s counter were created to serve students throughout the year,
•Digital document management system and electronic delivery of documents to offices,
•Adequate space and adaptability in handling peak periods (for example, additional service counters can be quickly set up to handle requests during peak/deadlines periods),
•Successful implementation of office technologies and tailored technology solutions,
•Adequate space and physical infrastructure.
Critical Success Factors
![Page 29: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/29.jpg)
• A new software to manage digital archiving of all incoming documents,
• Separate back office space for digital archiving and document management system,
Electronic delivery and an archived backup of all received documents.
Digital Document Management System
![Page 30: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/30.jpg)
Example:
Electronic delivery of:
• Requests for transcripts and other students records (Registrar)
• Graduate admission files
![Page 31: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/31.jpg)
• Data is extracted on regular basis to measure service and waiting time for different functions and staff,
• Monthly comparative reports are issued to monitor the change in service and waiting time during regular and peak periods.
• Monthly reports are extracted trace peaks times throughout the year.
A full data base illustrating the SSC workflow throughout the year.
Visitor Management System
![Page 32: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/32.jpg)
Instant Counter Status Report
![Page 33: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/33.jpg)
Instant Queue Status Report
![Page 34: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/34.jpg)
Charts extracted from the Visitor Management System
![Page 35: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/35.jpg)
Daily follow up data for all performed functions at the SSC
![Page 36: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/36.jpg)
Charts Illustrating the SSC Operations
![Page 37: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/37.jpg)
Advantages of centralizing student services…
• Creating a central hub for student services,
• Minimizing turnaround time for various requests,
• Reduction of queues and better visitor management system,
• More efficient management of document workflow,
• Better archival and retrieval of documents,
• Standardization of procedures relevant to handling different services.
![Page 38: The American University in Cairo](https://reader036.vdocuments.net/reader036/viewer/2022062410/56815a68550346895dc7b665/html5/thumbnails/38.jpg)