1. Copyright David E. Hollowell 2002
EDUCAUSE 2002
Student Services
at the
University of
Delaware
Copyright David E. Hollowell 2002

2. The University Founded in 1743 Chartered in 1833 21,000 Students
find jazz .wav file
$560 million operating budget
Public or Private ?

3. In 1988 Perception of uncaring staff Lack of teamwork among offices
Student Services
Students given run around
Perception of uncaring staff
Lack of teamwork among offices
Lack of tools to get the job done

4. 1988 Priorities Improve administrative operations Improve services
Student Services
Students given run around
Perception of uncaring staff
Lack of teamwork among offices
Lack of tools to get the job done
Improve administrative operations
Improve services
Improve efficiency
Develop necessary tools

5. Cross-functional Team
Student Services
Registrar (Chair)
representatives of:
Admissions
Financial Aid
Billing
Institutional Research
Housing
Internal Audit
MIS
Six month goal to:
Develop specs
Assess marketplace
Assess MIS ability

6. Executive Sponsorship
Student Services
Areas involved report to four different VPs
Project under Exec VP with full support of President
Results expected
Support for change & implementation

7. Goals Emphasis on quality and efficiency of service
Student Services
Emphasis on quality and efficiency of service
Team orientation of management & staff
Fully integrated, comprehensive, on-line student information system

8. Objectives 1. Apply technology to its fullest advantage
Student Services
1. Apply technology to its fullest advantage
Fiber optic network
Data base environment
Integrate 5 redundant systems into a single system
Ubiquitous access

9. Objectives 2. Teamwork is design critical
Student Services
2. Teamwork is design critical
Cooperation among units crucial
Focus on institutional goals over individual unit considerations
Be willing to reorganize if necessary

10. Objectives 3. Aim for high quality services
Student Services
3. Aim for high quality services
Never accept past practice without question
Change archaic policies
Streamline procedures
Become “user friendly”
“Think of yourself as a student”

11. Results New SIS system implemented in stages starting in fall, 1990
Student Services
New SIS system implemented in stages starting in fall, 1990
Fully operational to college/departmental offices by the fall of

12. Opportunity
Student Services
Student service departments scattered, not organized to provide optimum service
Central location became available
Only enough space for “front-of-house” activities

13. Design Process Analyze services required
Student Services
Analyze services required
How to deliver most efficiently
“Zero or one” concept
Use technology to fullest advantage
Process design before architecture
Building staff enthusiasm

14. Service Analysis Self-Help (20%) (70%) Routine Assistance (60%) (20%)
Student Services
Self-Help (20%) (70%)
Routine Assistance (60%) (20%)
Specialized Assistance (20%) (10%)
Branch Bank Model

15. Resulting Design Concepts
Student Services
Self-Help (20%) (70%)
Routine Assistance (60%) (20%)
Specialized Assistance (20%) (10%)
Branch Bank Model
Lobby Info, Kiosks, Web
Generalists
Specialists
Peak Time Services and Staffing

16. Student Services Building Opened in 1992

17. What’s Been Happening Since 1992
Student Services

18. What’s Been Happening Since 1992
Student Services
World-wide secure access using campus “intranet” & WWW applications
Kiosks
e-business

19. Current Projects Re-Design of Web Front End e-Business Concepts
Web Portals
Campus Card Enhancements

20. Focus on Student as Learner
1. Uses of Technology to Enhance Learning
2. Faculty Use of
Technology in Teaching
3. Classroom design with technology
built in

22. Publications
Planning for Student Services: Best Practices for the 21st Century (
Technology Driven Planning: Principles to Practice (