Innovations in Student Service: Models for the e-revolution EDUCAUSE October 2000  Darlene Burnett Consultant  Regina Kleinman Seton Hall University  Rita Owens Boston College

Understand Market Direction and Forces Research Best Practice Services Redesign for the Market Create the Blueprint Align Vision to the Market Make it Happen Continuous Planning Cycle 1 “Supporting the Education e-Volution,” Klenk, Burnett and Ramos, Transformation Process

Elements of Change  People  Process  Technology

Best Practices  Physical One-Stop-Centers  Web Services  Phone and support

Best Practices & Institutions

Planning for Transformation  Regina Kleinman Seton Hall University

The Case for Change:  New leadership and desire to transform the institution  Engaged in a University-wide Diagnostic Review  It found processes to be fragmented, causing student run-around, inefficiencies  And, overly-specialized staff - not able to provide holistic service

Elements of the Redesign:  Four departments merged into Enrollment Services (Admissions, Registrar, F. A., Bursar)  Web self-service technology for students and faculty  Service counter staffed by generalists...  And, specialists to bring depth of subject matter expertise  Department organized into teams

Launching Implementation:  First thing--started cross-training  Then, built the prototype of Enrollment Services  Designed and renovated the physical facility  Described new job roles and responsibilities, and staffed the new organization  Implemented web services for students

Transitioning to the New Organization:  Ambition runs ahead of technology - number of staff is reduced too soon  Entrenched management find it hard to overhaul their processes and their professional lives  Entrenched union personnel did not want to leave their functional silos  Turnover in personnel - this is both good and bad

Taking Implementation Into Operation:  New leadership gets the plan back on track  The service counter is expanding to include a call center  More technology being introduced : - Imaging and Scanning - Electronic Forms - work flow - Web services for faculty

One-stop and Web services at Boston College  Rita Owens Boston College

Boston College Office of the Executive Vice President

Project Delta  Symbol for change (Δ)  Goal  Transform management of the university  Scope  All University activities  outside of the classroom  outside of the research lab

Objectives  Dramatically increase service levels  students  faculty  parents  alumni  Significantly reduce costs

Benefits  Modernize technology  Become change adept  Offset new academic investments  Meet student and parent service expectations

Student Services Financial Aid Student Loans and Accounts ID Services Meal Plan Services Records & Transcripts Improved Service Delivery for Our Students

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Agora  Current services  View photo class list  Create listserve options for classes  Add money to meal plan account  Change personal information  Complete medical waiver and Stafford loan entrance counseling requirement  View course history, course schedule, grades, student account

Document Management FolderWave  Automates back end financial aid processes  January 2001 pilot  All documents scanned by service agency  Full workflow to individual specialists  Major ROI

The IBM Best Practices Group Researches Student Services Trends and Innovative Practices IBM Best Practice Study begins 11/ Innovation in Student Services Forum 8/96; APQC Study 11/ Innovation in Student Services Forum 8/ Third Student Services Forum co- hosted with BYU 8/ SCUP Book 7/99 Fourth Forum co- hosted with Delaware 8/ SCUP and IBM create PBS Special 2/ Forum co- hosted with BYU 8/2000 8/ th annual forum Boston 8 1-4, 2001

IBM Best Practice Partners  Babson college  Ball state university  Boston college  Byu  Carnegie mellon  Colorado electronic CC  Fordham university  Indiana university  Johnson cty. CC  Oregon state  Seton hall university  Southern alberta institute of technology  University of british columbia  University of delaware  University of minnesota  University of north carolina at greensboro  University of pennsylvania  Wiche

IBM Best Practice Partners 2000  Louisiana state university  Purdue university - calumet  Tufts university  University of texas - austin

Questions  Darlene burnett  Regina kleinman  Rita owens  PresentationSeton Hall  BOOK  FORUM

... NOT this way! Prospect Academic Tracking Graduate Registrar Admissions Financial Aid Orientation Student Accounts Attend classes !