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On-Line Transcript Requests:We did it and you can too!
AACRAO 2007Session ID: S3.144
March 3, 2007
Facilitator: Paula Brugge, Associate DirectorUniversity of Minnesota-Twin Cities
Presenters:Richard Backes, Senior Associate Registrar
Washington State University
Robert Jansson, Associate RegistrarUniversity of Washington
Introduction
• Impact of Web• Admission• Registration• Graduation
• Growth of Internet Retailing• Buying on-line• Shopping carts
Introduction
• Why not transcripts?• A product• Now stored electronically
• Student Expectations• Don’t expect to wait• Don’t understand delays
Why On-line Ordering
Student Efficiency• Current process requires paper
signature• Requires payment• In person requires multi-step
process• Must return to pick up
Why On-line Ordering
Staff Efficiency• Faxed requests followed by e-
mails followed by phone calls• Credit card information on form is
a risk of security breach• Stacks of requests: emergency,
regular, paid, unpaid
Barriers to On-line Ordering• Nature of the transcript
• Official• Involves money, indebtedness,
holds• Involves mailing to 3rd party• Lost transcript = lost job• Insecure transcript = fraud,
identity theft
Barriers to On-line Ordering• IT Resources
• Who will program?• How much can be done?
• E-Signature requirements• Is our Id/Password credential
enough?• How to avoid fraud/shared
passwords?
Transcript Survey
• Surveyed 100 institutions across the Pacific region
• 44 Responses representing seven U.S. states, one Canadian province and Guam
• Compiled into short document using MS Office tools
Transcript Survey
• Other facts from Survey• 73% charge a fee for transcripts• $5.00 is most popular amount
About WSU
• Characteristics of WSU• 23,428 Headcount / 22,037 FTE
(system wide)• 6,000 Degrees awarded each year• 35,000 Official Transcripts ordered
per year• 2 FTE Staff supporting transcripts
WSU Transcript Project
• Existing administrative order system
• Programmer for 3 months to build
• Launch self-service along with new admin system
WSU Transcript Project
• Issues:• Costs
• Same as paper: $4.70 / $10.00• New fee for electronic: $8.00
• Options• Same as paper: Regular/Expedited• Same as paper: Hold for degree
WSU Transcript Project
• Issues:• Former students
• Only those who know their credentials can use
• Imaged transcript for those prior to 1992
• In-house vs. outsource• Legacy SIS not conducive to project• Built using one-year programmer
Additional Materials for Envelope(noted on envelope label)
Additional Materials for Envelope(noted on envelope label)
Issues to Consider
• Fees• New method is opportunity to
revisit fee structure• How will you handle rush/overnight
delivery?• International Delivery
Issues to Consider
• Options• Pick up versus mailed• Holding for degrees, grades• Electronic transcripts• Special handling (e.g. forms)• Payment (Visa, MC)
Issues to Consider
• Former students• What students are eligible for on-
line ordering?• Students prior to current SIS• Students who forget their on-line
credentials• 3rd Parties/Proxy
Issues to Consider
• Build versus outsource• What system are you on?• Does your SIS vendor provide a
mechanism?• What other options are there?• Considerations
University of Washington University of Washington
Four year public research universityAutumn 2006
FTE head count– Undergraduate– Graduate– Professional– Total FTE
26,1618,3152,937
35,413
27,8369,8861,802
39,524
Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript
Share the idea• Survey• Users group / action committee
• Students• IT staff• Advisers• Front-line transcript staff
Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript
Share the ideaAnalyze the impact• Review current systems and methodologies• Policy changes• Staff• Budget implications
Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript
Share the ideaAnalyze the impactDevelop a plan• Who can order • Security • Time-lines• Costs
• Payment• Mode of delivery • Audit• Fall back procedures
Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript
Share the ideaAnalyze the impactDevelop a planMeasure the results• Turn around time• Ease of use• Customer and employee satisfaction
Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript
Share the ideaAnalyze the impactDevelop a planMeasure the results
Evolution of OnEvolution of On--line Transcriptline Transcript
Prior to 2002 – walk up or mail requests2002 – unofficial transcript on web2003 – official transcript online current2004 – official transcript online former2004 – unofficial pdf for students2005 – unofficial pdf for advisers
Ordering an Official Transcript Ordering an Official Transcript OnOn--line line
Things to consider• Current and former students
Not for everyone– 1861 - 1887, 1888 - 1939, 1940 - 1983, 1983 - present
UWNetIDComplete transcript or graduate/professional onlyDifferent display for current and former students
Ordering an Official Transcript Ordering an Official Transcript OnOn--lineline
Things to consider• Current and former students• Payment methods
Credit cardConvenience feeWeb checkStudent accountExpress mail delivery
Ordering an Official Transcript Ordering an Official Transcript OnOn--lineline
Things to consider• Current and former students• Payment methods• Modes of delivery
Standard mail deliveryExpress mailPDF
Evolution of OnlineEvolution of Online--transcripttranscript
2002 – unofficial transcripts2003 – official transcript online current2004 – official transcript online former2004 – unofficial pdf for students2005 – unofficial pdf for advisers
In Summary In Summary What Have We Learned?What Have We Learned?
0
20,000
40,000
60,000
80,000
Tran
scrip
ts
20
00
20
02
20
04
20
06
Year
On-line Official Transcripts Requested
Web FormerWeb CurrentMicrofilmCounter/Mail
In Summary In Summary What Have We Learned?What Have We Learned?
47% of our official transcripts are ordered on-line42% of our official transcripts are ordered by mail/counter11% of our official transcripts are microfilm orders
In Summary In Summary What Have We Learned? What Have We Learned?
Transcript office– Six FTE
Transcript window– Three FTE
In Summary In Summary What Have We Learned?What Have We Learned?
2006– 529,774 unofficial web inquiries– 64,928 official transcripts ordered– 3,209 unofficial transcripts ordered
Questions?Questions?
Bob Jansson, Associate RegistrarUniversity of WashingtonOffice of the Registrar1410 NE Campus [email protected]