Improving the Efficiency of Future Opportunity Bridging the Gap Between Veterans and Continuing Education An exploration into Customer Relationship Management (CRM) functionality in the Joint Services Transcript (JST) System CCME February 2016 Laurine Anderson JST Program Manager My Education Technical Manager NETC Education Branch Manager Steven Clair JST Program Manager Army, HQ ACES Christine Krieger Deputy Program Manager HQ ACES ESSC Team NSI, Booz Allen Hamilton

2 Agenda  JST Overview  Army JST Program Background  Army Process Improvement Overview  Development of Customer Relationship Management (CRM) Functionality  Deployment of Army CRM Functionality – Live Demo  Reporting Tool  Other Military Services Functionality  Upcoming Army JST Initiatives  Summary and Conclusion

JST Overview An academically accepted document approved by the American Council on Education (ACE) Validates a Service Member’s military occupational experience and training along with the corresponding ACE college credit recommendations System maintains over 8 million records 3 JST Eligibility ArmyCoast GuardMarine Corps Navy Enlisted Officers Warrant Officers Veterans Civilians

Army JST Program Background Handled over 10,000 JST requests and inquiries in 2014 Systems Utilized 4 JSTACE Enterprise (Individual and Group Accounts) PhoneGoArmyEdATRRS EDASITAPDBTOPMIS

Army JST Program Background 5 Workflow Issues Multiple Resources Individual Interaction Protection of PII Consistency

Army Process Improvement Overview 6 Main Objectives Soldier and Veteran RoleJST Specialist Role Request JST InformationProcess JST Requests Request Updates of JSTUpdate JST Requests Request Copies of JSTTrack JST Requests Proposed/Accepted Fall 2014 Bi-Monthly MeetingsBreak Testing Strategic Communication Plan implemented Feb Deployment April 2015 Timeline

Development of CRM Functionality 7 CRM Functionality Easy Navigation Collaborative Environment Real Time Updates Enterprise Solution Categorization of Cases Consistent Language Supporting Documentation Upload Reassignment of Cases

Deployment of CRM Functionality 8 Over 3,800 cases handled since deployment

Live Demonstration of CRM Functionality 9

DEMONSTRATION 10

JST Reporting Tool Number of cases worked  Date range  Per individual or all Count Official Transcripts Ordered  Date range  Quarter  FY Official transcripts by Institution  FY Future Initiatives include enhanced reporting capabilities 11

Other Military Service Functionality Other services classes  Army, Navy, Marine Corps and Coast Guard  Joint Training  ACE evaluated military course taken by Civilians CLEP, DSST testing Ability to generate instant official transcripts Degrees, apprenticeships and certifications (Navy, MC and CG) TA and non-TA taken during active duty (Navy, MC and CG) Degree Planning Tool for Navy SOC Agreements (Navy, MC and CG) 12

Upcoming Army JST Initiatives 13 Army University Integration

Enterprise Solutions ensure Service Members are receiving consistent and timely support  Army has reduced JST inquiry resolution time by 15% Constant evaluation of system by all stakeholders generates new improvements Reduced risk of PII spillage across networks Promotes self-service by service members and veterans 14 Summary and Conclusion