1. MASFAA 2013 October 6 th – 9 th, 2013 Indianapolis, Indiana Streamlining the Student Experience: A One-Stop approach to Customer Service Alison O’Neal The Ohio State University

2. Total Enrollment  49,446 Undergraduates  13,592 Graduate & Professional Residency  84% Ohio residents  16% Non-Ohio residents 2

3. Financial Aid Stats  Federal Aid ◊ $476 million  Institutional Aid ◊ $446.3 million  State Aid ◊ $11.2 million  Other ◊ $78.4 million 3 FAFSAs Received: 65,306

4. Student Service Center (SSC) Single point of contact providing service for  Office of Student Financial Aid  Office of the University Bursar  Office of the University Registrar “…an integrated financial services office to centralize and simplify business.”

5. Why Students contact the SSC 5  Financial Aid (scholarships, grants and loans)  Payment Issues (late fees, payment plans, refunds, fee authorizations, etc.)  Consortium Agreements  Appeals (SAP, EFC, Dependency Status)  Residency Reclassification  Transcripts and Records

6. Service Delivery  In-person ◊ Welcome desk ◊ Self-service kiosks ◊ Triage desk ◊ Counseling  Phones  Emails Secondary services offered Outreach opportunities Information sessions for Orientation

7. Why Choose a One-Stop Model? “When students experience the run-around, simple tasks become dreaded obstacles.” - Committee on the Undergraduate Experience, 1995 7

8. Why Choose a One-Stop Model? “Only God can find his way through the Bureaucracy of Ohio State.” - Committee on Financial Services, 2000 8

9. OSU’s Goal for the One-Stop Model “A one-stop shop approach would provide a consistent level of services to students whether in person, on the web, or on the phone.’ -Seamless Financial Services Committee, 2005

10. Organizational Structure 10

11. Evolution of the SSC Student Information System launched 2009201020112012 SIS upgrade kick-off Semester conversion SSC reorganization Scorecards introduced Move to new building

12. 2013 and Beyond  Transformation of the Student Experience ◊ Phone System Upgrade ◊ Mobile app ◊ Parental Access ◊ Electronic Document Submission  Email & Queue Management  Expanded use of Student Employees 12

13. Measuring Success  Current Assessments ◊ Content quality of phone and email interactions ◊ Wait/response times  Future Assessments ◊ Knowledge assessments ◊ Service Level ◊ First Contact Resolution ◊ Customer Satisfaction 13

14. Quality Assessment 14

15. Challenges Employees  Training  More Training  Career Progression  Salaries/budgeting 15

16. Challenges Operations  Business Cycles (lack of downtime)  Managing Peaks ◊ SSC responded to 24,889 inquiries during August 2013  Impact to SSC service levels ◊ Processing ◊ Communications  Running a call center  Identity

17. Contemplating a One-Stop?  Define the scope of service clearly  Stakeholder Analysis – how will offices work together  Plan for staff training  What tools do you need to be successful?  Understand the needs of students and families  How will processes flow? 17

18. Great Things to Celebrate!  Fantastic team of dedicated staff  Improved Service to Students  Strong support from stakeholder offices  Commitment to placing students first  Constant and on-going progress within our first 4 years! 18

19. Questions? Thank you for attending. Go Bucks! 19