one-stop shop enterprises: sharing experiences with ......presented by: julie selander, university...

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: goode021@umn.edu

Paul Kyle, Johnson County Community College: pkyle@jccc.edu

Susan Leigh, DePaul University: sleigh@depaul.edu

Please complete the class evaluation form Session ID 333