1. Purdue University Calumet Enrollment Services Center Integrated Service Delivery In-person and on the Web Beth Pellicciotti Assistant Vice Chancellor Academic Affairs Copyright Beth Pellicciotti 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. 2 Goals of ESC 4Deliver holistic service 4Enhance quality of information 4Empower students 4Leverage staff, technology, and physical facilities 4Avoid creating a "dehumanized" environment 4Enhance staff career development opportunities 4Optimize the technological infrastructure

3. 3 Technology Relational database Cross-training Value added to student

4. 4 Concept of Self-Service Admissions Student Accounts Registration Financial Aid Student Student Information System (Banner)

5. 5 Technology Progression Self-Service “on-line” Remote access to view data Remote access to update data

6. 6 Websites Registration

7. 7 Websites Click on the CRN to see the catalog description 

8. 8 Websites Admissions Live interaction with database prior to or after admission

9. 9 PC STAR Financial Aid Most current broadcast message

10. 10 Websites Bursar Students can pay on-line with Visa or MasterCard

11. 11 Websites Bursar Payment is posted to the student’s account immediately PC STAR - Account Summary

12. 12Services/Space How do I get admitted? I need to drop a class How do I do that? Do I qualify for financial aid? How much do I owe? How do I get my refund? How do I change my address? What is the difference between grants and scholarships? Who is my advisor? How can I pay? Where do I start?

13. 13 Services/Space 4Migration to “One-Stop” was a space move to combine services 4The Center is “shared” space

14. 14 Cross-training 4Committee members included clerical and professional staff 431 most commonly asked questions 4Generalist, Specialist, AOD 4Continuous, monthly, just-in-time

15. 15 Commonly Asked Questions Commonly Asked Questions. 4Core module of training 4All departments represented 4Committee identified and prioritized the most frequently asked questions

16. 16 ESC Staffing 4Rotate to the ESC 4Contribute to the “one- stop” experience for students 4Cross-trained staff members from Admissions, Registration, and Financial Aid 4Represent their individual departments within the ESC 4Rotate to the generalist station 4Have specific duties to perform within their home departments The Generalist Role ESC Hours 7:30am-6:30pm Mon-Thurs. 7:30am-4:30pm Fri The Specialist Role

17. 17 ESC Support 4ESC Committee 4Management Team 4Clerical sub-committee 4Monthly Meetings 4Training Specialist 4 Administrator on Duty

18. 18  The staff helped build the training program, which in fact gave us the “buy-in”  Administrative support across all Divisions  The continuous communication link with departments  The implementation of the Enrollment Services Center was handled in multiple phases  Continuous planning, evaluating, testing, and revisions took place at all phases with all levels of staff input Critical Success Factors

19. 19  Creating WEB services that meet the enrollment needs of students  Making it the norm for employees to instruct or recommend WEB services to students  Supporting cross functional planning and project implementation  Seeking multiple ways to support cross-trained staff in their new environment Critical Success Factors cont.

20. 20  Sending direct mail every semester to students promoting WEB access  Asking students for ideas on new WEB services and noting the kinds of questions students ask while waiting in line  Piloting all WEB services and implementing the Enrollment Services Center in stages  Creating an in-person service delivery in the Enrollment Services Center which focuses on the student Critical Success Factors cont.

21. 21  Maximizing customer service by eliminating phone interruptions at the front desk  Rotating clerical and professional staff to the front desk  Forming partnerships with faculty, academic advisors and administrators to communicate the services available Critical Success Factors cont.

22. 22 Creators of the ESC Anne Agosto-Severa, Registrar severas@calumet.purdue.edu Mary Ann Bishel, Director of Financial Aid & Student Accounts bishelm@calumet.purdue.edu Paul McGuinness, Director of Admissions & Recruitment mcguinn@calumet.purdue.edu Rose Most, now a senior consultant with SCT BANNER Beth Pellicciotti, Asst. Vice Chancellor of Academic Affairs pellicmb@calumet.purdue.edu

23. Purdue University Calumet Enrollment Services Center Integrated Service Delivery In-person and on the Web Beth Pellicciotti Assistant Vice Chancellor Academic Affairs Copyright Beth Pellicciotti 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.