Developing and Providing Integrated Student Services: One Stop Student Services Presented by: Jenni Peterson, Assistant Director, One Stop Student Services and University Veterans Services, University of Minnesota Presentation Courtesy of: Julie Selander, Director, One Stop Student Services and University Veterans Services, University of Minnesota

Presentation Outline Strategic vision stage Planning stage Implementation stage Continuous improvement stage 2

Strategic Vison Stage What problem are you trying to solve? What are the potential costs/benefits? Who needs to be involved? What should we focus on first? 3

What problems are you trying to solve? Reduce runaround? Fewer student complaints? Better use of staff resources? Better streamlined services? Faster service for students? More knowledgeable staff? Move students online instead of in line? 4

What are the potential costs and benefits? Potential financial costs: – Remodeling – Technology – Staff Potential benefits: – More satisfied students and staff – Increased retention & improved graduation rates – Increased efficiencies – Streamlined delivery of services 5

Who needs to be involved? What offices and staff? Which leaders? Who are the stakeholders? Who is on the implementation team? Who is on the training team? Do you have executive sponsorship and support? 6

What units should be integrated? Financial aid? Billing? Bursar? Student Accounts Receivable? Registrar? Student Records? Admissions? Campus Card? Housing? ??? 7

Service Integration Organizational: Can we integrate organizationally to reduce service silos? Physical: How can we improve how students receive service in our offices? How can we make it more student friendly and accessible? Virtual: What online self-services and web applications do students want? Can we implement a virtual “one stop” by consolidating information from various offices? 8

The Planning Stage You’ve created a vision – now you need to document a strategic plan. Keep the end goal in mind Involve students and staff Create a mission statement Document your critical success factors Determine the budget Provide on-going communications Build enthusiasm 9

Implementation Stage Considerations: Staffing Training Technology Branding Communications Physical/Virtual Presence 10

Implementation Case Study: University of Minnesota, Twin Cities What problem were we trying to solve? Student survey showed: Strong dissatisfaction with service Student runaround required for services Lack of teamwork among offices Perception of uncaring staff We also wanted to improve retention and graduation rates. 11

Silo-based service common in higher education Result = Runaround and unhappy students

Modes of Service Delivery 13 Customer Service Web, Portal, Social Media In- person Phone

Developing Self Services Registration View/update hospitalization information View classes View and pay bill View grades View financial aid application/awards View holds Parent/Guest access Change privacy settings Parking Transcripts Housing View/change addresses Forms on-line View advisor information View degree audit View/update personal information View student account Scholarships Search Graduation Planner Direct Deposit update 14

Outcomes from Self-service General questions/concerns resolved online Complex problems need personal attention Staff need wealth of knowledge to resolve problems Skills/experience in communication, education, psychology, business, etc. Need to establish professional relationships with campus offices to solve complicated problems 15

The University of Minnesota Model Goal: To provide integrated services for registration, financial aid, and billing in three locations Steps: Redesigned our business practices and cross- trained staff to handle problems from start to finish Increased the level of access for staff Provided technology and tools to support the change Allowed staff to make more independent decisions and apply professional judgment 16

One Stop Student Services Mission Statement To provide quality and professional service in the areas of enrollment, financial aid, billing and payment to support students’ academic and financial objectives. 17

Organizational Chart 18 Director Associate Director Asst. Director West Bank Sr. Counselor (1) Counselor (2) STSS Counselor (2) Counselor/ Student Supervisor (1) CRR (6) Asst. Director STSS Sr. Counselor (1) Counselor (4) Asst. Director STSS/UVS VA Student Coord. (4) STSS Sr. Counselor (2) VA Coord. Counselor (3) Counselor (1) Asst. Director STSS Sr. Counselor (1) Counselor (4) St. Paul Counselor (1) Sr. Counselor (1) CRR (2 ) Asst. Director STSS Counselor/ Student Supervisor (1) CRR (6 ) Sr. Counselor (1) Counselor (3) Executive Asst. STSS Student Asst. (6)

Developed Cross-Functional Training Program Assessed the required training needed and developed an intensive 10 week program for staff to become proficient. Developed modules across functional areas: Admissions, Registrar, Financial Aid, and Student Accounts/Billing Provided student centric training Training process: classroom training, mentor training, reading comprehension, hands-on learning Incorporated HR training On-going refresher training 19

Challenges Multiple locations Staffing peak periods Multiple projects/priorities Communications to students Different office cultures 20

Critical Success Factors Hire the right people to work for you and represent your organization Develop a cross-functional training curriculum – bring in the experts! Provide refresher training Analyze FAQs and processes after peak periods Provide variety for staff by rotating tasks: in-person service, telephones, , projects, committee work, and outreach 21

Continuous Improvement “Stage” Developing service standards Measuring success Obtain customer feedback Review frequently asked questions Involve staff & collaborate with other offices Monitoring staff performance Refresher training Outreach 22

Customer Services Standards Knowledgeable – Understand and accurately explain procedures/policies. – Verify student’s name/ID and look at student’s record even if their questions appear simple. Efficient – Be comprehensive by looking at all aspects of the student’s record – Verify all issues have been resolved Empathetic – Actively listen and be patient with customers – Be realistic, but positive Friendly – Introduce yourself during phone calls and welcome students to the counter – Use a calm, reassuring tone and make eye contact 23

Measuring Success Point of service comment cards Online comment cards Quantity/quality of compliments Web usability testing Tracking problems & resolutions Surveys: students, customers, veterans Focus groups Student Advisory Committee 24

Science Teaching and Student Services 25

One Stop Student Services Center 26

One Stop Student Services Center 27

10 self-service computers & queuing screen 28

Check-in Kiosk 29

Customer Relations Management (CRM) Contact management Case management Workflow and escalations management and templates Knowledge base enhancements Database consolidations (comment cards, Ask One Stop, outreach, tuition refund appeals) Enhanced reporting and statistics New survey capabilities New methods for internal communication 30

Future Plans for One Stop Portal upgrade Form tracking online for students Mobile web enhancements Continue to improve student services for veterans Continue to provide outreach and financial literacy Continue exploring ways to increase efficiencies, effectiveness, and student satisfaction 31

Lessons Learned Base pay was below salary market Flat organizational structure Be aware of office culture adjustments Requires on-going relationship with Financial Aid Director and Registrar 32

Variety of One Stop Models Common Themes Redesigned processes Customer centered Institution-wide project Cross-functional teams Self service and web-based 33

Student Reactions “Excellent service, not only did you take care of the problem, you took care of me as well.” “The staff here are great, pleasant and go the extra mile.” “You say “no” in such a nice and informative way.” “You all know so much. How do you do it? You must be in training all the time! You guys should run the federal government.” “You could give some stores a few lessons on service.” 34

One Stop A simple concept that provides streamlined service delivery: – Physically – Organizationally – Virtually Accessible to all students 35

Questions? Jenni Peterson Assistant Director, One Stop Student Services & University Veterans Services University of Minnesota Phone: