building shared services to transform the student experiencestudent services, including shared...

© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835

Building Shared Services to Transform the Student Experience

Rich LoftusAVC, Student Enrollment ServicesUniversity System of Georgia

Gregg ScoresbyChief Executive Officer CampusLogic

March 20, 2017 • SESSION ID 97835


The views and opinions in this presentation are those of the presenter and do not necessarily reflect the position of Ellucian.

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Disclaimer


At The University System of Georgia (USG), what started as sharing IT Services evolved into a model of high-value student services, including shared financial aid services.

Session Benefits

• Improved student experience & student success

• Reduced costs through economies of scale & shared capabilities

• Streamlined & standardized business processes

• Reduced risk of potential financial liabilities

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Why We’re Here:

A good system

shortens the road to the

goal.

© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 4

The Next Hour

1 University System of Georgia

2 Rethinking Financial Aid as a Shared Service

3 USG’s Shared Services Journey

4 Leveraging Technology to Boost Efficiency

5 Tips for Managing Change


University System of Georgia

EcosystemNorth StaroneUSGFlip the Narrative


University System of Georgia


USG Ecosystem: Diverse. Unique.

28 Institutions • 28 Financial Aid Offices (Banner®) • 320,000 Students


USG’s North Star: Students


oneUSG

OriginsSystem wide initiative to develop & implement streamlined policies, procedures & technology solutions that benefit all USG institutions.

FinAid FrustrationsStudents across the diverse USG ecosystem shared a desire for self-service financial aid.


Flip The Narrative

Image Credit: Blackmousedesign.com


Rethinking Financial Aid as a Shared Service at USG

Risk & OpportunityScope & ObjectivesUSG Due DiligenceFunctional CompositionEnterprise Content ManagementVerification


FinAid Risk & Opportunity

Volume, complexity, high

degree of regulation and decentralized

management of financial aid

equalssignificant risk

and opportunity for USG


FinAid Risks & Opportunities

o Satisfactory Academic Progresso Unofficial Withdrawalso Appeals Processo Return to Title IVo Financial Liabilitieso Training & Certificationo Quality Assurance & Oversighto Technology Use & Management


Objectives

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Improve student experience, support student success

Reduce costs through economy of scale/shared capabilities

Streamline & standardize business processes

Reduce potential financial risk

Address FA internal audit & FA task force report recommendations


Scope

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Implement enterprise

content management

solution

• Reduce manual processes

• Drive efficiency

• Improve the student experience

Explore standard

deployments of banner

• Reduce efforts involved in maintaining 28 customized environments

Centralize FinAid

oversight w/ shared

services model

• Improve FA efficiency

• Free up time for counselling

• Improve the student experience

Establish standard policies &

procedures

• Reduce risk of non-compliance with FinAid regulations

• Reduce risk of financial liability

Establish training &

certification standards

• Improve knowledge, skills, and abilities for FinAid staff to empower success


USG Due Diligence

• Inventoried FinAid functional composition• Reviewed business process & compliance for

accuracy & completeness• Evaluated FAFSA verification options• Developed transition strategy–First Step• Engaged industry partners

– Federal Student Aid (FSA)– Department of Audits & Accounts (DOAA)– Georgia Student Finance Commission (GSFC)– Ellucian

• Drafted organizational design• Tracked deliverables• Developed independent cost estimate

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Financial Aid Functional Composition

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Banner® Baseline(Latest Fed Required version release)

Applicant ProcessingNeeds Analysis

Requirements TrackingBudgeting

Packaging & DisbursementsFunds Management

Loan ProcessingStudent Employment

Return of Title IV FundsFinancial Aid Self Service

HOPE/ZELL Scholarship

Satisfactory Academic

Progress

College Work Study

FAFSA Verification

Call Center (Shared Services

Model)

Automated Process

Scheduling


Enterprise Content Management

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USG Discovery• Banner® Document

Management: 22• Lexmark – Nolij: 4• Lexmark – Image Now: 1• No Solution: 3


FAFSA Verification

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• Approximately 30% of all FASFA filers are selected for verification

• Verification is a confusing experience for students & parents – Why me?

• Verification process is labor intensive, time consuming & increases risk

• Automation of verification provides the best service to students


USG FAFSA Verification Numbers

551,982 FAFSA processed aid year 14-15495,059 FAFSA processed aid year 10-11

Nearly 11% increase over the last 5 years


USG FAFSA Verification Discovery

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USG Verification Discovery• Handled locally at 28 USG

institutions via specialized resources• Institutions fully outsourcing

verification solution: 2• Institutions implementing SaaS

verification solution: 5• Institutions acquiring SaaS

verification solution: 3

QA program ends after 2016-17 aid year, anticipated 200% increase in verification workload to those schools• Quality Assurance participants: 10


Shared Services Journey

Transition StrategyFrom School to SystemOn the Road


Develop Proof of Concept

• Albany State, Darton State, Georgia Southwestern, Bainbridge

Standardize Use of Banner®

• Gather, agree to, and document best practices

• Standardize FAFSA verification & student self-service

• Utilize automated process scheduling in Banner

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Transition Strategy


From School to System


Share Your Vision With The World. Hit The Road.


Leveraging Technology to Boost Efficiency

Student Satisfaction


Technology Helps You Organize Around What’s Most Important: Students

Technology Features You Need• Doc imaging & scanning• Auto-logging of documents• Security for PII• No need for configuration resources


Tips for Managing Change


Get buy-in from your critical resources

• Help them understand what you’re trying to accomplish

Communicate transparently and passionately

• Face-time and gaining trust is key

• People need people to believe in; that you’re in to help them

Be open to suggestions

• Ask your key stakeholders, ‘what if we tried this?’ ‘how would you do it?’

Put yourself in their shoes

• Remember that change is uncomfortable, but always possible

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Tips For Managing Change Internally


Summary

Fillable PDFPrinted Paperwork Digital, Guided, Personalized


Questions & Answers

Building Shared Services to Transform the Student Experience


Rich Loftus, AVC Student Enrollment Services, USG

Gregg Scoresby, CEO, CampusLogic

Session ID 97835

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