the american university in cairo
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The American University in Cairo. One-Stop Shop AUC’s Student Service Center ssc. Pre-one stop shop Consultation Phase Pilot Phase Completion and the move to the New Campus Critical Success Factors Advantages of centralizing student services. - PowerPoint PPT PresentationTRANSCRIPT
The American University in Cairo
One-Stop Shop
AUC’s Student Service Center
ssc
• Pre-one stop shop
• Consultation Phase
• Pilot Phase
• Completion and the move to the New Campus
• Critical Success Factors
• Advantages of centralizing student services
Student Services at AUC: A pre One-Stop Shop overview
Inquiries &FAQAll general information about AUC
Take an application form
Submit application &receive ID
Cashier
Testing
Pay the application fee
Go back to receive ID
Old System
VERTICAL COMMUNICATION
CONTINOUS PARADE TO DIFFERENT OFFICES
ST
UD
EN
T
Recruitment
Enrollment
Testing
Cashiers Admissions
Financial Affairs
Registrar
Student Accounts
STUDENT
ACCOUNTS
REG
ISTRAR
RECRU
ITMENT
FINANC
IAL
AID
TEST
ING
E N R O L
L MENT
ADMIS
SIONS
CASH
IERS
Horizontal Communication Process Improvement Proposed System
PROVIDING STUDENT ONE PORTAL FOR INFORMATION DISSEMINATION
ST
UD
EN
T
ONE-STOP SHOP/STUDENT
PROPOSED
Student Accounts
Registrar
Financial Affairs
Admissions
Cashiers
Testing
Enrollment
Recruitment
One Hub
PROPOSED
Student Accounts
Registrar
Financial Affairs
Admissions
Cashiers
Testing
Enrollment
Consultation Phase Booz Allen Hamilton
Problems with the initial proposal:
• It was the mere physical relocation of existing staff (Specialists) to a
central location
• Did NOT solve the queuing problem
• Various logistical and training issues
Alternative proposal: A true One-Stop Shop:
• A “Stand Alone” office with dedicated staff members
• “Generalist” staff cross-trained in the various functions of relevant offices
GENERALIST
Student Accounts
Registrar
Financial Affairs
Admissions
Cashiers
Testing
Enrollment
Recruitment
Enrolled and Prospective students, parents , counselors, etc….
One-Stop Shop
Walk Ins Emails Telephones
One-Stop Shop
One-Stop Shop
Walk Ins Emails Telephones
Front Office Back Office
• Handled at the back office and not by the front office staff,
• A system to ensure responding to emails during public holidays to maintain the service (particularly for international students).
• A call center is currently being prepared to respond to all incoming telephone inquiries
Emails Telephones
Back Office
• Telephone hot lines were created between the SSC staff and specialists in all related offices.
Support from other offices
• For special cases, visitors are issued passes to the back offices where they can discuss their cases in more details with “Specialists”
Pilot Phase
Pilot Phase
Advantages:
• Implementation starting in a “Stress Period” in the admission cycle that allowed us to flesh out any potential problems,
• A trial visitor management system was employed to measure service and waiting time,
• Creating a complete digital archiving and document processing.
Arising Problem:
Inadequate familiarization period for new staff to adapt to the new working environment, new functions and system, resulted in a less than optimal waiting time.
Sample Waiting/service Times TrendsAcross Different Phases
Main Elements of a One-Stop Shop
1-Staff:
• Professional, cross- trained and technology-aware staff members who should also be service –oriented Pleasant and flexible
2-Office technologies
• Operating System as well as multifunction, time and space saving, office machines
3-Space:
• Adequate, well designed and utilized space. For both visitors and staff.
Completion phase and the move to AUC’s New Campus
1
2
3 564
7
Quick Adaptation to Variations in Workload
Seven Service Stations
1
2
3 564
7
Quick Adaptation to Variations in Workload
Normal: 3 Counters Operational
1
2
3 564
7
Quick Adaptation to Variations in Workload
Medium: 5 Counters Operational
1
2
3 564
7
Quick Adaptation to Variations in Workload
High: All 7 Counters Operational
Completion phase and the move to AUC’s New Campus
• More sophisticated visitor management system was employed,
•Permanent ID center and cashier’s counter were created to serve students throughout the year,
•Digital document management system and electronic delivery of documents to offices,
•Adequate space and adaptability in handling peak periods (for example, additional service counters can be quickly set up to handle requests during peak/deadlines periods),
•Successful implementation of office technologies and tailored technology solutions,
•Adequate space and physical infrastructure.
Critical Success Factors
• A new software to manage digital archiving of all incoming documents,
• Separate back office space for digital archiving and document management system,
Electronic delivery and an archived backup of all received documents.
Digital Document Management System
Example:
Electronic delivery of:
• Requests for transcripts and other students records (Registrar)
• Graduate admission files
• Data is extracted on regular basis to measure service and waiting time for different functions and staff,
• Monthly comparative reports are issued to monitor the change in service and waiting time during regular and peak periods.
• Monthly reports are extracted trace peaks times throughout the year.
A full data base illustrating the SSC workflow throughout the year.
Visitor Management System
Instant Counter Status Report
Instant Queue Status Report
Charts extracted from the Visitor Management System
Daily follow up data for all performed functions at the SSC
Charts Illustrating the SSC Operations
Advantages of centralizing student services…
• Creating a central hub for student services,
• Minimizing turnaround time for various requests,
• Reduction of queues and better visitor management system,
• More efficient management of document workflow,
• Better archival and retrieval of documents,
• Standardization of procedures relevant to handling different services.