Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop

Model at Indiana State University

http://youtu.be/bXx3QRMzqOo

Background

1. Identify core service offices 2. Establish champion team 3. Identify/develop and offer training 4. Develop virtual Sycamore Express websites

Background

5. Establish physical Sycamore Express customer service one-stop sites 6. Enhance the availability of e-services7. Continually market available services8. Perform assessment and analysis

Show website

Leadership Team

• Weekly meetings• Cross unit collaboration• It’s like Vegas• Creating a culture of service and

personal accountability

It all starts with the STAFF

Disney Institute• Three day program for Champion team• One day session for all staff in core offices• Bumping the lamp

http://www.youtube.com/watch?v=_EUPwsD64GI • Sycamore Service created by HR

Personal Accountability

Service teamSupplemental training

Communication

Assessment

Satisfaction Survey

Website Overview

Website Overview

Training Survey

Explore a one-stop on your campus

Indiana State University, Sycamore ExpressUniversity of Minnesota, One StopUniversity of Cincinnati, One Stop Center

Can it work for you?Obstacles you may encounter

Where do we go from here?• Admissions and recruitment was meant to be

separate – does it need to be?• Redesign website to include content from key

offices• What is the next big thing? What do our

students want/need?• Sycamoreology

Ann Malloy, Assistant Director of Admissionsann.malloy@indstate.edu

Melissa Hughes, Director of Admissions Melissa.hughes@indstate.edu