1. Financial Aid and the “One Stop Shop” …or Flop
Building a Student-Centric and Friendly Customer Service Model
Presented by:
Bruce Blackmon, UNC - Charlotte
Robert Muhammad, Winston-Salem State
Michael O’Grady, Financial Aid Services

2. One Stop Shops No two one stop shops (OSS) are exactly alike
All OSS should be student centric
The goal should be a on-going customer service improvement
Leveraging data rich and data driven environments

3. Growing Challenges in Financial Aid
Increased compliance
Changing enrollments
PPY
No “slow time” of the year
Unending training
Multicultural demographics
“Generation Z” expectations
Generation Z will be 40% of the U.S. population by and will be the most diverse generation

4. Becoming Student Centric
There is no “one stop shop” unless it is student centric. There is no student centric orientation unless in communicates interactively with Generation Z.

5. Generation Z Expectations
Cross-applicant expectations? (Hint: it isn’t other institutions)
The “No American dream” meets the money conscious—impact on higher education?

6. Z Generation Cynical Private Entrepreneurial (Gainful employment???)
Multi-Tasking
Hyper-aware
Technology reliant
(source: Tim Elmore)

7. Generation Z takes a Time Machine to the World of Higher Education
Paper
Faxes
Pieces of Puzzles no one picture
Classrooms
Working in groups
Communication not via mobile device

8. Real Reason Students Leave Your Schools

9. OSS Structures
Physical Only
Hybrid
Virtual only
Gateway

10. Avoiding the Flop
One roof or one building doesn’t make the confluence of departments an OSS.
Silos can be anywhere
An OSS is not a panacea for a poor management and structure anymore than Thanksgiving dinner makes a dysfunctional family– functional
No data culture
Not technologically current or evolving

11. Non permanent or “Gateway” One Stop Shops
Low-cost and dynamic
Seasonal and situational
Beta Test for a full OSS
Test for best workers and alignment

12. Winston-Salem State Case Study
FTE = FTE
The problem?
Multifaceted solution
Leveraging external partners?
Lines what lines?

13. Why Build a One Stop Shop? UNC Charlotte Case Study
How did it start?
Who are the players?
Time table?
Politics?
Training
Realigning the financial aid staff
Continued process improvement
Leveraging technologies

14. NCASFAA would like to thank our professional affiliates!