1. TRISTATE CONFERENCE NOVEMBER 11, 2014 GENE LOGAN ASSOCIATE DIRECTOR, AU CENTRAL AMERICAN UNIVERSITY AU Central : Creation of a One Stop Student Services Center American University

2. Today’s Topics Improving student satisfaction through integration of services Key success factors: -Process Mapping of Student Services -Coordinated Communications -Enhanced use of Technology -Metrics

3. American University Overview Students:  Undergraduate: 6,700  Graduate: 3,600  Law: 1,700 Schools: 7 Campuses: 1

4. AU Central Overview Front line for Financial Aid, Registrar, Student Accounts – all matriculated student emails, phone calls and walk-ins Home of Veterans Benefits Administrator Reports to: Vice Provost for Academic Administration Location info: 201 Asbury building (next to the Financial Aid business office) The Registrar and Student Accounts business offices are located off campus

5. Why Open a One-Stop Center? President’s Strategic Plan – Provide an Unsurpassed Undergraduate Education and Experience Encourage Innovation and High Performance Surveys and audits revealed need for:  Centralized location for service offices  Coordinated student communications  Increased transparency in the function of service offices

6. Office Functions Front line for Financial Aid; Student Accounts; Registrar; Veterans Benefits (phones, emails and walk-ins) Register students if needed Accept payments Explain financial aid Troubleshoot problems

7. Office Structure Director Associate Director Assistant Director Veterans Administrator counselor

8. Process Mapping Office Functions  Who  What  When  How Designation of specific functions to be handled by the one stop shop Clearly define and communicate service goals and expectations

9. Coordinated Communications Identify all communications sent by service offices  Eliminate duplicate, conflicting and/or outdated information Align service office communications Provided information via student portal regarding processing and timing of:  Registration  Grades  Satisfactory Academic Progress  Financial aid awards  Billing  Holds

10. Technology Student online portal – myau.american.edu Directory of Services – easily searchable; FAQs Loan reduction requests Summer aid application Automated verification of enrollment Electronic submission of verification documentation  Paperless processing- Image Now

11. Metrics and Data Points Use online customer tracking software (I.support) to track and manage volume 90% of inquiries are closed within AU Central. 10% routed to business offices for response Over 70% of inquiries are financial aid related

12. Challenges Volume management  Insuring adequate coverage (phones, e-mail, walk –in)  Charting peak periods for Service offices Staffing  Qualifications and fit  Training Metrics  Relevance Student, staff and faculty acclimation

13. What We’ve Learned Metrics are essential  Customer Satisfaction Surveys  Processing times Communication is key  Expectations Continuous Collaboration with Service Offices  Stakeholder engagement Personal Interactions- Integral One Stop Component

14. Questions? Gene Logan Associate Director American University logan@american.edu

15. Thank You!