1. Boston College Three Best Practice Models for for Student Service Delivery Student Service DeliveryEDUCAUSE October 3, 2002 Rita R. Owens Associate Academic Vice President for Technology Copyright Rita R. Owens 2002

2. Boston College v 15,000 students v Jesuit-Catholic University v 4 undergraduate schools v 6 graduate schools v Woods College of Advancing Studies

3. Previous Organization VP Student Affairs Student Affairs Financial Aid Undergraduate Admission University Registrar Enrollment Systems Dean Enrollment Management Student Loans Student Accounts Financial VP & Treasurer Colleges & Schools Grad Adm, Financial Assistance & Placement

4. Current Organization Undergraduate Admission Dean Enrollment Mgmt Research and Analysis Director of Academic, & General Services General Services Customer Support Phones ID Cards Parking Academic Services Records Transcripts Director of Operations Cross Functional Responsibility One Card Services Meal Plan Dorm Access Outside Vendors Processing Bursar Local and Technical Support Director of Financial Services Fin Aid Student Loans Collection Student Employment Student Services Director

5. Lyons Hall - Center of BC Campus

6. BC Office of Student Services

7. BC Student Services - General Services

11. Financial Services - Counselor Row

12. BC Student Services - Financial Services

13. BC Student Services - Processing Support

15. Agora on the Web (BC’s Meeting Place) v Features Include: Informational –View/Change Directory Information –Obtain Email Address –View/Change Directory Information –Check on the Status Of Loans –View Classmate Roster –View Course History, current schedule and grades –View Degree Audit –View Employment information –View financial aid application and awards –View Student Account –View Eagle One Card Balances

16. Agora on the Web (BC’s Meeting Place) v Features Include: Transactional –Complete a Medical Insurance Waiver –Complete Stafford Entrance Counseling –Create or add money to Eagle One Card –Deactivate ID and request replacement –Create a second billing address –Generate a degree audit –Simulate a degree audit –Set Privacy preferences –Request a refund –Make a ACH Payment –Request transcripts or enrollment certifications/track request

17. BC Student Services - Self Service Center

19. Student Services v New Projects –Folderwave - Document Management, Imaging, Workflow u Financial Aid - Implemented November 2001 u Graduate Admissions - Fall 2002 u Academic Transcripts - Fall 2002 u Undergraduate Admissions - Fall 2002 –WEB ACH u Elimination of Credit Card use except Continuing Education u Integrate Web payments into Agora portal –Expanded Eagle One Card Options

20. Student Services v Lessons Learned –This will take more energy and resources than you predict –Drive organization & technology components with process changes –Protect your team members u Train them, leave them alone, then train them again u Patience u Rewards –Location, Location, Location. Make your space fit your organization –Maintain timelines & workplans, no matter how much they change –Break out of the hierarchy

21. Student Services v Facts of Life –Time will solve many things. u It will take one to two years for the dust to settle u Staff can not learn all there is to know in a short time frame u There is more to organize than you can organize u One day at a time –There will be staff who will and will not accept change u Good people will leave…hire new good people u Protect key roles u Management must be part of daily operations –Operational Role is critical