One-Stop Student Center...Hung Le- Assoc. VP/Registrar, Pepperdine University Steve Schissler-...
Transcript of One-Stop Student Center...Hung Le- Assoc. VP/Registrar, Pepperdine University Steve Schissler-...
One-Stop Student Services
Integrated Student Services
Bob Putich
Western Washington University
WELCOME Where do we all stand ?
Full One Stop Center
Modified Version of a One Stop
Taking Steps Towards Implementing a One Stop
Taking Steps; but Gave-Up
Dreamed of One Stop but Cannot Get Started
Never Heard of a One Stop, “Isn’t this Payment Workshop”
One Stop Agenda
What is it, How do I Know if I Need One
WWU Case Study
Unique Issues Led to Compromise
Where we are Today
Training, Training, Training
Comments from Successful Operations
Questions & Comments
Why One Stop? Student Focus
Meet Student Current Expectations
Competing Against Amazon, Google, i-Tunes,
Apple, Zappos
Re-authenticate on each new page
Tell their story again in each office
Students Shuffled Between Multiple Offices
Answers/Solutions Inconsistent
Why One Stop? Business Focus
Spend $$$ on Integrated Information Systems
Do More with What You Have/Less
Do it Better
Be More Efficient
Be More Creative
Extensive use of eCommerce
Web Payment/Wire Transfer
WWU Example: Western Washington University
15,000 Students 5 Campuses
12,000 on Main Campus
650 Grad Students
160 Academic Programs
84% Retention, 70% Graduation Rate
Banner
CASHNet
WWU Example: Me
What About Bob?
WWU Example: Years ago “Silo” mentality worked
WWU Example: But then we grew!
WWU Example: And we grew some more!
WWU Example: Until we finally restructured!
Business and
Financial Affairs
Facilities
HR
Student Accounts
General Receivables
Perkins Loans
Collections
Cashier
Public Safety
Student Affairs
Student Outreach
University Residences
Financial Aid
Registrar
Student Health
Athletics
Admissions
Enrollment Planning
WWU Organization Before One Stop
Business and
Financial Affairs
Facilities
HR
Student Accounts
General Receivables
Perkins Loans
Collections
Cashier
Public Safety
Student Affairs
Student Outreach
University Residences
Financial Aid
Registrar
Student Health
Athletics
Admissions
Enrollment Planning
WWU Organization Before One Stop
The Student Business Office Student Shuffle
WWU Organization Before One Stop
5+ Business Offices
6 Staffed Customer Service Centers
Trained by 8 or more Supervisors
at least 8 Directors - 2 or more VPs
Transcripts (Reg SA CSH Reg)
Where’s my Refund? (FA SA FA SA, )
WWU Organization Before One Stop
Staff Perspective
Full Control
Accurate Information
Processes (simplified, streamlined)
Staff Levels and Training
Quality of Service
Change Processes as Needed (never needed)
Chain of Command
WWU Organization Before One Stop
Student Perspective
No one wants to help me
I waited 30 minutes to be told “You need to go to
this office and do something, then come back”
This office says one thing, that office told me
something else. No one knows what’s going on.
Students didn’t know the 8 Directors, they
thought one person was in charge.
WWU Organization The Process
Attend a Conference
Assess your Needs and Develop Plan
“Campus Champion” VP or Chancellor
Share my Vision “develop campus wide buy-in”
Involve stakeholders
Implement
Communication – Training – Communicate & Train some more
WWU Organization The Process
Attend a Conference
Assess your Needs and Develop Plan
“Campus Champion” VP or Chancellor
Share my Vision “develop campus wide buy-in”
Involve stakeholders
Implement
Communication – Training – Communicate & Train some more
WWU Organization Planning
“Failing to plan, is planning to fail”
Benjamin Franklin
“He who Fails to plan, is planning to fail”
Winston Churchill
WWU Organization Planning
BP – Gulf Spill
WWU Organization Planning
Carnival Cruise
WWU Organization Planning
SS MINNOW
WWU Organization The Process
Attend a Conference
Assess your Needs and Develop Plan
“Campus Champion” VP or Chancellor
Share my Vision “develop campus wide buy-in”
Involve stakeholders
Implement
Communication – Training – Communicate & Train some more
WWU Organization Planning
Understanding our Clients Expectations
Traditional Freshmen & Returning Students
Transfer Students
International Students
Returning Adults / Professional
Graduate Students
Parent, Grandparents, Rich Uncles
Third Party Sponsors
WWU Organization Planning
Understanding our Clients Expectations
Accessing Information / Performing Transactions
Banking
Making a Purchase
Travel Arrangements
Researching Products / Services
Communicating / Complaining
WWU Organization Planning
Understanding our Processes
Student Perspective “Pain Points”
“BPA” Process Mapping
Review Org Structure
Use of Technology
Physical Space Resources
Best use of Staff
WWU Organization Planning
Understanding our Staffing Needs
Routine Transactions become Automated
Move to Unusual or Problematic Situations
More Cross Functional Issue Resolution
New Skill Sets (generalist, specialist)
Change Management / Anxieties
Training, Training, Training
WWU Organization Planning
One-Stop Staff
Generalists:
Broad Knowledge
Students, Parents, Others
Communication Skills
Home-Office Staff
Specialists:
Deep Subject Knowledge
Systems, Information,
Support
Escalated Specific Issues
WWU Organization Before One Stop
Attend a Conference
“Campus Champion” VP or Chancellor
Share my Vision “develop campus wide buy-in”
WWU Organization Before One Stop
Attend a Conference
“Campus Champion” VP or Chancellor
Share my Vision “develop campus wide buy-in”
Feedback
Great idea, right stuff, not right time.
Someone already tried that – they don’t work here
any longer.
Good luck with that!
WWU Organization Before One Stop
The Compromise
Homonym:
“Compromise” and “Tricked-ya”
Business and
Financial Affairs
Facilities
HR
Student Accounts
General Receivables
Perkins Loans
Collections
Cashier
Public Safety
Student Affairs
Student Outreach
University Residences
Financial Aid
Registrar
Student Health
Athletics
Admissions
Enrollment Planning
WWU Organization Before One Stop
The Student Business Office
Student Accounts
General Receivables
Perkins Loans
Collections
Cashier
The Student Business Office Getting Started
Merged Customer Service Departments in BFA
Created NEW Concept, NEW Office, NEW Staff Positions
Developed TRUST Relationship with Home Offices
Invited to Home Office Staff Meetings to “Share”
Substitute SBO SME’s for me at the Meetings
The Student Business Office Getting Started
Move Services Online (transactions, payments, orders)
transcripts, meal plan changes, card office
Registration Online
Financial Aid- All Electronic except New Students
Prom notes, emergency loans, required form, award acceptance
Student Accounts
payments, FERPA, authorized account users, refunds
Great new FAQs
The Student Business Office What do we do
Phone (one main customer service line)
explain online process, review charges, confirm information
same as phone, electronic signature, outbound communication
Face-to-Face
Same as phone, accept all payments, special/unique issues
Lesson Learned: Continuously Update FAQs
Online should be Intuitive
Customer Recipient of Products or Services in Exchange
for Money – Typically Visits a Retail Establishment
Client Qualitative Relationship with Professionally Skilled
Provider of Intangible Commodities – Easily Receive Services
Without being Physically Present at the Place of Business
Customer vs. Client Mindset
The Student Business Office Staff
Morale Boosters Without Trying Monthly Birthdays/Special Days
Spanish Classes
Wellness Program
100% Voted
SEOTY Student Employee of the Year
High-Level Meeting Invites
One Stop Testimonial University of San Diego
Private Liberal arts University 8,300 Students
5,490 Undergraduate
1,525 Grad Students
1,285 Law Students
90% Retention, New High Last Year
was-HomeGrown, now-Banner
CASHNet
One Stop Testimonial University of San Diego
One Stop Student Center Registration, Student Account, FA
One Stop customer service
Separate Home Office
One Stop Portal, One Stop Center
Steve Schissler- Director One Stop Student Center
More time devoted to mapping processes- student- centric
Relationships with home offices require a positive attitude, maturity, and excellent collaboration.
One Stop Testimonial Pepperdine University
7,700 Students
6 U.S. Campuses 6 International
3,200 Undergraduate
3,775 Grad Students
725 Law Students
Peoplesoft
CASHNet
One Stop Testimonial Pepperdine University
One Stop Center Student Accounts, Registrar,
Advising
Financial Aid is Next Door
Answer FA questions, accept documents
Accept tuition payments
Hung Le- Associate VP/Registrar
It’s more than a location, it’s a “philosophy”.
It’s not a should do, it’s a must do.
It’s no longer nice, it’s necessary.
One Stop Testimonial Wilkes University
4,800 Students
3 Campuses
2,300 Undergraduate
2,500 Grad Students
Banner
TouchNet
One Stop Testimonial Wilkes University
Student Services Center
Implemented 2006
Re-implemented 2008
Services Integrated
Financial Aid
Registrar
Cashier
Customer Service
Admissions Processing
One Stop Testimonial Wilkes University
Student Services Center
One Stop Portal
One Stop Center
18 Staff
Janine Becker, Executive Director SSC
Give it adequate time, about 18 months.
Staff goes up before it goes down.
One Stop Testimonial Johnson County Community College
21,500 Students
1 Campus
21,500 Undergraduate
Student Success Center
Implemented 2000
One Stop Testimonial Johnson County Community College
Student Success Center
Services Integrated
Total Intake and Advising Center
One Stop Portal and One Stop Center
13 Generalists and Associated Specialist
Dennis Day, Vice President, Student Success & Engagement
It’s all about the sharing of services to make the experience better for
the students.
Be flexible.
One Stop One Last Thought
American Idol
Great Show
Good Personal Stories
Quality Singing
4 Celebrity Judges
1 Winner
Very Popular – Great ratings for years
Visualize: Your Student Services Office is American Idol
One Stop One Last Thought
The Voice
Great Show
Good Personal Stories
Quality Singing
4 Celebrity Judges
1 Winner
Steeling the Ratings
NEW Technology –
The Chairs Turn Around!!
Meet the Needs of Todays Student
Continue to Improve
Processes – Communications – Accessibility - FAQ’s
Training – Training - Training
Embrace Change
Continue to Solicit Feedback
Surveys – Email – Facebook – Twitter
Watch Student Blogs – Poll Your Staff (Start, Stop, Continue)
Track Things You Can
Wait Times – Traffic Volume – Website - Feedback
One Stop Recap
Hung Le- Assoc. VP/Registrar, Pepperdine University
Steve Schissler- Director One Stop Center, University od San Diego
Janine Becker- Director Student Services Center, Wilkes University
Larry Lesick- VP Enrollment Management, Ohio Northern University
Rick Weems- Director of Financial Aid, Southern Oregon University
Dennis Day- VP Student Success and Engagement, Johnson County CC
Darran Fernandez- Director Enrollment Services, University of British Columbia
Julie Selander- Director of One Stop Student Services, University of Minnesota
One Stop References
Bob Putich Western Washington University [email protected] 360-650-2865
One Stop 2.0
Julie Selander University of Minnesota
3:30 – 4:30
Questions? or Comments