Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop Model at Indiana State University

http://youtu.be/bXx3QRMzqOo

Background 1. Identify core service offices 2. Establish champion team 3. Identify/develop and offer training 4. Develop virtual Sycamore Express websites

Background 5. Establish physical Sycamore Express customer service one-stop sites 6. Enhance the availability of e-services 7. Continually market available services 8. Perform assessment and analysis Show website

Leadership Team Weekly meetings Cross unit collaboration It’s like Vegas Creating a culture of service and personal accountability

It all starts with the STAFF Disney Institute Three day program for Champion team One day session for all staff in core offices Bumping the lamp http://www.youtube.com/watch?v=_EUPwsD64GI Sycamore Service created by HR

Personal Accountability Service team Supplemental training Communication

Assessment

Satisfaction Survey

Website Overview

Website Overview

Training Survey

Explore a one-stop on your campus Indiana State University, Sycamore Express University of Minnesota, One Stop University of Cincinnati, One Stop Center Can it work for you? Obstacles you may encounter

Where do we go from here? Admissions and recruitment was meant to be separate – does it need to be? Redesign website to include content from key offices What is the next big thing? What do our students want/need? Sycamoreology

Ann Malloy, Assistant Director of Admissions ann. malloy@indstate Ann Malloy, Assistant Director of Admissions ann.malloy@indstate.edu Melissa Hughes, Director of Admissions Melissa.hughes@indstate.edu