Northshore Community College

• Public MA Community College • 4 campus locations

– 4200 FTE– 2500+ non-credit – 90+ progams of study

• Career,LA,Transfer• Technical Training

– 136 Full-time faculty – Approx. 360 adjunct

• Increased communications among all constituents

• Advising - remove barriers & highlight the benefits• 24 x 7 access to teaching and learning services• Cure inefficiencies, automate and streamline

processes, and reduce back-office support • Enhance support and service for students and faculty• Integrated email and learning mgmt. system

– Automated account maintenance

• Acceptance of Web as the way we deliver services

What we wanted – Year 2000

Getting There with Portal Integration

ServiceTechnologies

Learning&

Teaching Technologies

Business& Communication

Technologies

UDC Portal

1. Easier Administration2. Dynamic Account

Generation3. Scalable4. Consistent Interface5. Single Sign On6. Ease of use7. Maximize effectiveness

How We Got There

• Build vs. Buy? – Out of the Box Integration– Assessed Internal Expertise Requirements / Limitations

• Integration - primary consideration for all services• Recover Investments and Streamline Processes with no

Additional IT staff • Obtainable Initial Targets (3 mo. to develop pilot)

• Training (Ensured a consistent strategy by all depts.)

• Phased in New Services

• Initial Successes Further Emphasized Strategic Importance

• Self Assistance Tools (Extremely important)

• Continual Communication and Behind the Scenes Support

What we have now– Yr. 2007

• Improved Communications:– online Prospect and follow up, targeted messaging – course resource areas for every course– dynamic email distribution lists for faculty for all courses– many paperless processes and content mgmt. tools

• Identified Return on Investment and Value (3 yr. return)• Disparate Services Between Campuses More Equalized• Integrated Online Teaching and Learning Available 24x7• Dramatically improved Student and Administrative Services• Increased Enrollment and Retention• A Community Connected Through a Unified Digital Campus• Flexible, Adaptable and Scalable System for Future• Elevated Reputation

Online Prospect & Communications

• Online Admissions • Online Prospect / E-recruit Project

– Areas of interest and department pages– Uses Banner recruitment module– Instant feedback to students – Completely electronic

• Cross Component Communications Team• On the Spot Admissions:

– HS guidance counselors/early acceptance events

ROI and Value Summary

Investments Include:•All Hardware, All Software•Third party software – LMS, Touchnet, etc.•All Maintenance, Security & Monitoring•All Training, All IS Staff time

FY2001 FY2002 FY2003 FY2004 FY2005

Fiscal Year Timeline100K

200k

300k

400k500k

600k

700k800k

900k1 million

1.1 million1.2 million

Return/Cost Avoidance

Investm

ents

= $1,098,000

= $ 933,400

Net Return 164,600

Measuring Effectiveness

• State Performance Measures:– Increased enrollments, retention and financial ratios

• Consistent interface to all systems leading to high usage– Online services utilization, Unique logins– Online course growth & enrollments

• Satisfaction surveys• Return on investment – tracked in detail• Cultural (soft but can be used as measurement)• College community wants more and more services• Communication Enhancements

Cultural Changes

• Assisted in Breaking Down Departmental Silos• Higher Level of Critical thinking

– More customer service, function & process based– Online services embedded into the culture– Constantly questioning how to do things better

• Digital Imaging - student services a primary driver • A True Student Services Centered Focus is Emerging

Technology Enabled Institutional Changes

• Enrollment Centers - (registrar, recruit, admit)• Recruitment Now Involves:

– Marketing, Communications Team, Web, Academic Component and Recruitment Dept.

• Integrated Student Financial Services and FA• College Wide Cross Functional Communications Team• Institutional Image Council• Strategic Enrollment Management Planning• Communications Cross Component Team

Preparing for the Next 5 yrs.

• Enrollment Management– Customer Relationship Expansion

• Data Warehouse - Easier Institutional Reporting:– Business intelligence and portal dashboards– KPIs and institutional performance– More data driven decisions

• Try to Keep Up With Student Expectations?– Live chat (IM) pilot for recruitment, My Space – Advising (more self service - on demand videos)

• Alumni Relationships

Summary

• Infrastructure and integration provides flexibility for future • Ease of use leading to High utilization rates and

adoption was and is a key factor in our successes • Provided Integrated building path for enhancing

communication (academic, student, and administrative), instructional support and redesigning services

• Additional value from extended integration to internally developed systems and applications.

• Data collected from surveys, usage rates, additional services requests and overall satisfaction proved its value as a good business and customer service model for NSCC

Online Resources

• http://myweb.northshore.edu/users/gham/nacubo2007– Interactive overview of portal and e-recruitment– Cost recovery spreadsheet, student feedback surveys,

contact information, etc.