1. S HARED S ERVICES James Kennedy Associate Vice President University Student Services and Systems 1

2. 2 An Introduction to Indiana University Eight campuses (seven administered by IU) 114,000 current students 1,117,381 credit hours $1,132,782,058 in aid awarded 70,463 admission applications 1,300,000,000 in annual student billings IU Northwest IU South Bend Indiana University- Purdue University Fort Wayne Indiana University-Purdue University Indianapolis IU Bloomington IU Kokomo IU East IU Southeast

3. S HARED S ERVICES O VERVIEW Vision for Student Services Operations Improve customer service Make use of best practices Remove duplication across the campuses Reduce operating costs through increased efficiency Operational business process management Enhanced student service and business process improvements through system development projects Enhanced service through the development of a one-stop model on the campuses will be implemented by each campus to the extent possible. 3

4. S HARED S ERVICES I MPLEMENTATION Implementation Plan o Move back office administrative activities into shared services for all campuses: Admissions application processing Financial aid processing Student financials billing and collections Student records o Keep common technology platforms across all campuses o Invest in system-wide technology solutions Imaging, CRM, business intelligence o Security enhancements o Shared services for international student and scholar services 4

5. S TUDENT S ERVICES P ROCESSES 187 business processes reviewed Admissions Student Records Financial Aid Student Financials (Bursar) System-wide support functions Security, training, production support 136 back office administrative functions to move to shared services Benefits of business process review sessions Standardization Efficiencies through process and technology Remove silos Focus on student issues vs. back office processing All campuses working together Implementing best practices 5

6. S HARED S ERVICES E XAMPLES Admission applications and supporting documents Federal and state aid processing Enrollment/degree verifications Calculate tuition and fees/billing Academic structure inputs Student transcripts Immunization records Student records set-up and maintenance 6

7. S HARED S ERVICES P OLICY H ARMONIZATION Examples o Common calendars o Test credit processing o Transfer credit articulations o Inter-Campus transfers o Refunding calendars o Special credit fees/late fees o Establishing cost of attendance 7

8. S HARED S ERVICES T IMELINE Where we are in the process? Completed (May 2013): Detailed analysis and recommendations of movement to Shared Services and savings from process and technology improvements May 2013-current: Implementation of shared services As of June 2015: Financial aid, admissions, bursar operations complete (105 processes). Work continues on student records 8

9. S HARED S ERVICES : C OST S AVINGS Total net savings: $1.1 million since Phase I, plus $2.2 million from Phase III business process redesign, for a total of $3.3 million. Total moving into shared services: 29 FTE The processes and personnel in academic schools and departments processes were not part of the detailed analysis. However, changes to processes will have significant downstream impact, freeing up resources in the schools and departments In student service areas, staffing are below totals in 2006 9

10. S HARED S ERVICES N ON -F INANCIAL B ENEFITS Process efficiencies Increased customer satisfaction Responsiveness to strategic partners Consistency Transparency Documentation 10

11. Q UESTIONS ? James Kennedy kennedjc@Indiana.edu 11