onestop student services

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OneStop Student Services

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Shaped by our Catholic Benedictine

heritage, CSS provides intellectual

and moral preparation for

responsible living and meaningful

work.

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What is OneStop Student Services?OneStop Student Services delivers a seamless process to all students, allowing them to self-manage the business of being a student.

OneStop is staffed by professional counselors who are cross-trained in financial aid, registrar and student accounts.

The majority of transactions can be accomplished electronically at the OneStop page of the College’s Luminus portal (Cor)

Students who need personalized attention have options to contact OneStop counselors via phone, email or in person at the College’s OneStop office located on the Duluth campus.

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Envisioning the Model

• Students have changed• Traditional silo model• Student concerns• Student expectations• Strategic priority

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Our Students Have Changed

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The Traditional Silo Model

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Serving a Changing Population• Growing segment of student population

enrolled in on-line, accelerated learning and graduate programs

• Students reported feeling disconnected• Physical services not accessible• Need for extended service hours• Variations in business processes

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Students• Expressed Concerns

―Unsure where to go―Run around―Spending too much time

on business matters―Difficulty navigating

processes―Large segment of

student population felt disconnected

• Defined Expectations―Flexibility―Convenience―Clarity―Current with evolving

technologies

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Strategic Priority• 2010-11 College strategic priority• Support from Presidents Staff• Addresses the needs of the projected growth

of the online student population• Process Improvement

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Project Timeline• Summer, 2010 – Task Force formed• October, 2010 – Consultant visit • December, 2010 – Project leadership and working

subcommittees identified• May, 2011 – Launched a Virtual website (interim)• July, 2011 – OneStop counselors hired• August, 2011 – Launched the portal - OneStop page• January, 2012 – Physical OneStop location opened

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Task Force• Representatives

―Financial Aid―Registrar―Information

Technologies―HR―Graduate & Extended

Studies―Student Senate

• Subcommittees―Communication―Virtual OneStop―Services―Business Process

Redesign―Metrics―HR & Staffing―Policy Review―Student Focus Group

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Project Goals – Student• Increase student satisfaction• Improve response time – resolve issues in a

more timely manner• Expand and enhance online processes and

services• Provide more friendly, welcoming physical

and virtual environment

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Project Goals – Staff• Enhance communication across departments• Manage phone and email communication for

standard transactions, freeing up time to focus on more complicated issues

• Better utilize staff resources (cross training, flexibility)

• Streamline processes, avoid redundancy• Better utilize technology

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From Concept to Reality – Building Success

• Build the right team• Collaborate• Enhance web-based services

―Student portal―Informational website

• Review back office processes• Identify technology as a change enabler

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Web Based Services• Majority of transactions should be completed

via Banner Self Service• Offer intuitive navigation• Increase the number of self service features• Offer 24/7/365 access

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Student Portal Web Based Services

• OneStop dedicated page in portal• Self service functionality via portal• Single sign on• Targeted content• Flexibility with changes• FAQ’s

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Sample Student View

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CSS OneStop Website• Designed for prospective students, parents

and alumni who don’t have portal access• Migration of departmental web pages• Content control and accuracy• Quick link access• FAQ’s

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Process Review• Maximize investment

in technology• Transition of

responsibilities• Information sharing

critical to OneStop success

• Back office processing―Function―Process―Banner form―Purpose―Position―Frequency

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Process Review led to Technology Efficiencies

• Implementation of BDM • Implementation of UC4• Utilization of National Clearinghouse• Automation of payment plan• Enhancement of online processes – use of

cold fusion forms

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Challenges• Unclear communication• Timing of processes• Limited resources• Undefined policies

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Opportunities

• Create a communication strategy• Develop and share a process calendar• Enhance the use of technology• Develop a “dynamic” checklist• Embrace innovation

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Take Away / Lessons Learned• Gain support from management• Research best practice• Hire a consultant• Solicit input from students• Communicate / communicate / communicate• Celebrate success• Hire the heart• Understand the student life cycle• Review student processes• Understand institution policies

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Questions?Comments?