LAAP Project

Beyond the Administrative Core:

Creating Web-based Student Services for Online Learners

A Vision

Regis currently has the opportunity to “dream where it wants to go” in the delivery of student services.

The Administrative Core

Admissions Registration Financial aid Student accounts

The Administrative Core

Next Steps

Establish target dates for completion of Phase I and Communicate

Communicate Phase I functionalityBegin Planning for Phase II

AssumptionsWhat We Heard about Adult Students

Growth in the numbers of adult learners will continue to outstrip growth in the “traditional” student population.

The adult student is a more savvy consumer with higher expectations for products, services, and quick response.

The quality of student services a University offers will make a difference in its competitive position in the adult student market.

AssumptionsWhat We Heard about Students

On campus as well as distance learners will demand access to student services online.

In the future, all students will be working online to fulfill course requirements.

Traditional and adult learners are more alike than different in the services they need and expect.

AssumptionsWhat We Heard about Regis University

The fact that Regis is a Jesuit institution is extremely important and has a real impact on the life of the University.

Regis needs to shift its resources and intellectual focus to acknowledge the education of adults is as central to its mission as the education of traditional on campus students.

The University’s philosophy and culture must shift to support a learning anytime/anywhere environment for all students.

Themes from the Discussion

The Uses of Technology to Expand and Improve Student Services

Technology can be used to free staff from routine tasks enabling them to provide a more “high touch” services.

Providing significant opportunities for student to student interaction online could expand service capability and meet student needs for some services, affiliation, and identification with the University.

Themes from the Discussion

Technology could be used to reinforce the educational experience as it relates to the mission of Regis as a Jesuit institution: To put students in touch with faculty and staff

and with each other. To extend campus ministry to adult students. To convey that Regis is value centered, not

value free, particularly the values inherent in the Jesuit commitment to “Leadership in the Service of Others.”

What Really Is the Regis Experience?

Ongoing Personal Contact with Faculty/Advisors “We really want to help you solve your problem.” Repeated Communications Using Different Techniques Personalizing Programs to Meet Student Needs 15 to 1 ratio in Distance Courses “Students want to be Safe, Connected, and Respected.” Values and ethical orientation

What Might Further the Regis Experience?

One stop contact Frontline people make decisions Go beyond Building Community -- have a purpose Lots of interactivity in distance courses Creating a sense of identity with Regis as a physical

location Expand the opportunities for interaction and

involvement Less reliance on voice mail/phone menu options Build in Student Feedback Loop

Issues

InfrastructureDoes Regis currently have the system capacity to

provide online student services to the numbers of students likely to be seeking access over the next few years?

What is the capacity of the Datatel and the Web Advisor system to provide services beyond those currently in implementation?

What capabilities does WebCT have for providing certain student services to online distance students and others?

Issues

What implications do differences in tuition and fee structure have for the development of online student services?

What boundaries must Regis set for the operation of services in a learning anytime anywhere environment that respect limitations in resources?

Student Services Model

Admin Core

Academic Services Core

Student Support Services

BuildingCommunity

BuildingCommunity

Academic Services

Academic Services Academic Advising Library Services Tech Support Bookstore ?

Student Support Services

Student Support Services Career Services Counseling Wellness ?

Building Community

Opportunities for Interaction Orientation around Values Carrying out the Mission of Leadership in the Service of

Others Campus Ministry Extending parts of the co-curricular experience to adult

students Anything that would help us meet our mission

Where Do You Start?

Considerations Resources Time Frame Importance of benefiting all Regis students Importance to the greatest number of students in

terms of the reach of the service Good starting point for future development

Models

Traditional Model New Model

 Functional silosSegregated departments and processesLack of communication across departmentsLines and multiple officesLimited access (8x5)Bureaucratic, paper-driven processesSometimes-inconsistent information 

 Cross-functional teamsIntegrated systems, organization, and processesCross-trained teams“One or None” philosophyAnytime and anyplace (24x7)One source of data, electronicConsistent information, integrated, and common interfaces

 

Shifting Student Services Model 

Martha Beede & Darlene Burnett, The Compelling Case for Change, Planning for Student Services: Best Practices for the 21st Century, p. 9. Society for College and University Planning, Ann Arbor, Michigan, 1999.

Auto Transaction Auto Transaction Auto Transaction Auto Transaction

Self Help Self Help Self Help Self Help

Generalist Generalist Generalist Generalist

Specialist Specialist Specialist Specialist

Old ProcessOld Process New ProcessNew Process

Where Do You Start?

Considerations Related to Organizational Change Need for Ownership Importance of Communication Cross Cutting Significance of message to University community Empowerment of front line service personnel

What We HeardOptions

Opportunities for Interaction Academic Advising Career Services Building Community ?

Build online capability for Routine Transactions freeing staff to provide more personalized/high touch services In what area beyond the administrative core? Build tool to assist students in making good choices about

combining various types of educational experiences-- work at community colleges, CLEP, DANTES, online, and on-campus work.

What We HeardOptions

Build 1st component of “What really is Regis” Interactivity Campus ministry Extension of appropriate co-curricular activities ?

Contact Center -- one click services For which functions?

Next StepsAugust 28 - September 22

Selection of Project

Appointment of the Design Team

Establish goals for the project

Preliminary Definition of Project Elements

September Meeting

Refine and Confirm Project Elements and Scope

Establish Project Time Line

Report on Time Lines and Functionality of Core Administrative Services

Web Resources

A sense of what it is like to be an online learner: National University at

http://www.online.nu.edu/index.real?action=Technical

Tips for success in an online environment: University of Illinois at

http://illinois.online.uillinois.edu/online/oientation/tips4success.htm

Web Resources

Requirements, important policies, cost information, student services, and information on how to get help: Rio Salado college at http://w

ww.Rio.Maricopa.edu/ci/sites/labs/orientation/index.htm

Web Resources

All student services available to distance learners: Washington State Community and Technical

Colleges Online Consortium at http://www.waol.org/index.asp?MenuID=StudentUnion

Web Resources

Developing a sense of community: Washington State University http://

www.aswsu-edp.wsu.edu/newfront/default.asp Santa Fe Community College

http://www.ed2go.com/santafecc/ Dakota State University

http://diana.dsu.edu/vtc/manual/basics_preface.htm

Web Resources

Additional Resources: University of Minnesota at

http://onestop.umn.edu/Student/index.html University of Missouri at http://web.missouri.edu Brigham Young University at http://www.byu.edu University of Colorado at Boulder

http://www.colorado.edu/PLUS/plusguide.html