Innovations in Student Service: Models for the e-revolution

Innovations in Student Service:

Models for the e-revolution

EDUCAUSEOctober 2000

Darlene Burnett ConsultantRegina Kleinman Seton Hall UniversityRita Owens Boston College

Understand Market Direction and Forces

Research Best Practice Services

Redesign for the Market

Create the Blueprint

Align Vision to the Market

Make it Happen

ContinuousPlanning

Cycle

1

“Supporting the Education e-Volution,” Klenk, Burnett and Ramos, 2000.

Transformation Process

Elements of Change

People Process Technology

Best Practices

Physical One-Stop-Centers Web Services Phone and email support

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Student-Centered Focus

One-Stop Shop

Measurable Outcomes

Cross-Functional Teams

Process Improvements

Online/Distance Learning

New SIS / ERP

Web Portal/Community

Web Services for Students

Web Services for Faculty

Web Services for Providers

Customizable Home Pages

Campus e-Stores

Internet Marketing

Legend: = In Production = Implementing = Designing = Planning = Not Intended

Best Practices

Partners

Best Practices & Institutions

Planning for Transformation

Regina Kleinman Seton Hall University

The Case for Change:

New leadership and desire to transform the institution

Engaged in a University-wide Diagnostic Review

It found processes to be fragmented, causing student run-around, inefficiencies

And, overly-specialized staff - not able to provide holisticservice

Elements of the Redesign:

Four departments merged into Enrollment Services(Admissions, Registrar, F. A., Bursar)

Web self-service technology for students and faculty

Service counter staffed by generalists . . .

And, specialists to bring depth of subject matter expertise

Department organized into teams

Launching Implementation:

First thing--started cross-training

Then, built the prototype of Enrollment Services

Designed and renovated the physical facility

Described new job roles and responsibilities, and staffed the new organization

Implemented web services for students

Transitioning to the New Organization:

Ambition runs ahead of technology - number of staff is

reduced too soon

Entrenched management find it hard to overhaul their

processes and their professional lives

Entrenched union personnel did not want to leave their

functional silos

Turnover in personnel - this is both good and bad

Taking Implementation Into Operation:

New leadership gets the plan back on track

The service counter is expanding to include a call center

More technology being introduced :

- Imaging and Scanning- Electronic Forms - work flow- Web services for faculty

One-stop and Web services at Boston College

Rita Owens Boston College

Boston College

Office of the Executive Vice President

Project Delta

Symbol for change (Δ) Goal

Transform management of the university

Scope All University activities

outside of the classroom outside of the research lab

Objectives

Dramatically increase service levels students faculty parents alumni

Significantly reduce costs

Benefits

Modernize technology Become change adept Offset new academic investments Meet student and parent service

expectations

Student Services

Financial Aid

Student Loans and Accounts

ID Services

Meal Plan Services

Records & Transcripts

Improved Service Delivery for Our StudentsImproved Service Delivery for Our Students

©Ibm, all rights reserved21

Rita

Agora

Current services View photo class list Create e-mail listserve options for

classes Add money to meal plan account Change personal information Complete medical waiver and Stafford

loan entrance counseling requirement View course history, course schedule,

grades, student account

Document ManagementFolderWave

Automates back end financial aid processes

January 2001 pilot All documents scanned by service

agency Full workflow to individual specialists Major ROI

The IBM Best Practices Group Researches Student Services Trends and Innovative Practices

IBM Best Practice

Study begins11/95

1995

Innovation in

Student Services Forum8/96;

APQC Study11/96

1996

Innovation in

Student Services Forum8/97

1997

Third Student Services Forum

co-hosted

withBYU 8/98

1998

SCUPBook7/99

Fourth Forum

co-hosted

with Delaware

8/99

1999

SCUPandIBM

create PBS

Special 2/00

2000

Forum co-

hosted with BYU

8/20008/99

2000

6th annual forum

Boston

8 1-4, 2001

IBM Best Practice Partners

Babson college Ball state university Boston college Byu Carnegie mellon Colorado electronic CC Fordham university Indiana university Johnson cty. CC Oregon state

Seton hall university Southern alberta institute

of technology University of british

columbia University of delaware University of minnesota University of north carolina

at greensboro University of pennsylvania Wiche

IBM Best Practice Partners 2000

Louisiana state university Purdue university - calumet Tufts university University of texas - austin

Questions

Darlene burnett mdburn@ibm.Net Regina kleinman kleinmre@shu.Edu Rita owens rita.Owens@bc.Edu Presentation Seton Hall BOOK www.Scup.Org/pss/ FORUM www.ibm.com/solutions/education/events

. . . NOT this way!

Prospect Academic

TrackingGraduate

Registrar

Admissions

Financial Aid

Orientation

Student Accounts

Attend classes !