Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students...

Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students

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MAIS Connection Conference – November 19, 2008

Elvis has NOT Left the Building

Utilizing Technologyand Data

to More EffectivelyServe Students

Presented by:Doug Levy & Vickie Crupper

UM Office of Financial Aid


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Agenda

• OFA Volumes, Service Model• ELVIS

– What is it– The process - functional– The database – technical– Benefits

• Comprehensive Student Financial Aid Record• Questions, Wrap-Up


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OFA Annual Volumes• 25,000 students applied for aid

• 70,000 phone calls were received

• 12,000 walk-in visits occurred

• 250,000 document pages were received

• 750,000 e-mails & letters were sent & received

• 1,000,000 hits were made by students on Wolverine Access financial aid transactions

• 200,000 view-only hits were made by parents on Wolverine Access financial aid transactions


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OFA Service Model

• Professional staff speak directly with all visitors.

• Staff are assigned to general client walk-in, telephone and e-mail traffic on a rotating basis.

• Satellite office is staffed part-time.

• Strong desire to proactively provide students with all of the information they need to understand their financial aid and to make informed decisions

• Encourage students to utilize self-service transactions and other such resources to manage their financial aid


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What is ELVIS?A hunka hunka burnin’ love ?

Nothin’ but a hound dog ??

A tacky Vegas lounge act ???

Ok, fine, no more lame Elvis references,

I promise...


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What is ELVIS?• ELectronic Visitor Information System

• An automated student sign-in, queue management and reporting system

• Replaces old paper sign-in approach

• OFA-developed MS Access database application

• Data is integrated with M-Pathways, both on the front end and the back-end

• Also used for student phone traffic in OFA


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The ELVIS Process


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The ELVIS Process

1. The student’s M-Card is swiped. A name lookup is automatically performed.


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The ELVIS Process

1a. Manual entry is done for students without their M-Card and for other visitors.


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The ELVIS Process

2. A desktop dashboard notifies counselors assigned to walk-in traffic of visitors.


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The ELVIS Process

3. An available counselor checks a box on the dashboard which assigns to him/her the next visitor waiting.


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The ELVIS Process4. The counselor clicks the “Show Previous

Visits” button and then cut-and-pastes the ID from ELVIS into M-Pathways to bring up the student’s FA Status screen


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The ELVIS Process

5. The counselor goes from his/her office to the lobby and greets the student by first name. (This impresses the student who did not initially give his/her name to the receptionist). The student then follows the counselor to the counselor's office.


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The ELVIS Process

6. After the counseling session is finished, the counselor clicks the “Visit Completed” button on the dashboard.


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The ELVIS Database


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The ELVIS Database


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The ELVIS Database


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The ELVIS Database


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The ELVIS Database


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The ELVIS Database


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ELVIS Benefits

• Increased privacy for students

• More productive advising sessions with the student

• More effective and proactive staff resource management

• More effective ac hoc peak-load management


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ELVIS Benefits (cont.)

• Data-driven evaluation of service

• Data-driven training of staff

• More flexibility in the physical layout of the office

• More professional, satisfying and efficient sign-in and waiting-room experience for visitors


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Comprehensive Student Financial Aid Record

Combining PeopleSoft-delivered functionality, MAIS-developed add-ons, ImageNow, OFA

internal initiatives and ELVIS, counselors in the Office of Financial Aid have at their fingertips,

via the Financial Aid Status screen on M-Pathways, a wealth of information that presents

a comprehensive view of the student.


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Questions & Wrap-Up


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Contact Information

Office of Financial AidUniversity of Michigan

2500 Student Activities Bldg.Ann Arbor, MI 48109-1316

Phone: (734) 763-4119FAX: (734) 615-2641

Doug [email protected]

Vickie [email protected]


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The Big Finish

Drum Roll, please…...

Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students...

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