2. The Go KCTCS Student Service Center provides comprehensive, seamless, scalable, virtual 24/7/365 student services for KCTCS students. Background

3. Phase II -(Launched June 2, 2014) o ARR Inbound (includes Admissions Tracker) o Retention Technology o Retention Strategy o Training Online o Standardization PHASE I IMPLEMENTEDPHASE II IMPLEMENTEDCONTINOUS IMPROVEMENT PHASE I IMPLEMENTED PHASE II IMPLEMENTED CONTINOUS IMPROVEMENT Student Services Center Implementation Phase I - (Launched July 2012) o Financial Aid o Student Accounts

4. Go KCTCS! Student Service Center numbers (July 16, 2012 to May 31, 2014) Student Services Phase II Calls HandledChats HandledWeb Tickets Handled 485,46023,75416,740 PHASE I IMPLEMENTEDPHASE II IMPLEMENTEDCONTINOUS IMPROVEMENT PHASE I IMPLEMENTED PHASE II IMPLEMENTED CONTINOUS IMPROVEMENT

5. Student Services Self-Help Options PHASE I IMPLEMENTEDPHASE II IMPLEMENTEDCONTINOUS IMPROVEMENT PHASE I IMPLEMENTED PHASE II IMPLEMENTED CONTINOUS IMPROVEMENT

6. How can you assist with this statewide premiere initiative? Become familiar with the 24/7/365 services Email, call, text, or chat modalities are available to communicate with the Service Center representatives for most student service related inquires. Share & recommend services to all students and potential students Keep the Student Services personnel informed on policy/procedure changes or updates. The Knowledgebase is a way to communicate the colleges process to ensure consistent and the best customer service to their students. PHASE I IMPLEMENTEDPHASE II IMPLEMENTEDCONTINOUS IMPROVEMENT PHASE I IMPLEMENTED PHASE II IMPLEMENTED CONTINOUS IMPROVEMENT