Transcript Document

Developing and Providing Integrated Student
Services:
One Stop Student Services
Presented by: Jenni Peterson, Assistant Director, One Stop
Student Services and University Veterans Services, University of
Minnesota
Presentation Courtesy of: Julie Selander, Director, One Stop Student Services and University Veterans Services,
University of Minnesota
Presentation Outline
• Strategic vision stage
• Planning stage
• Implementation stage
• Continuous improvement stage
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Strategic Vison Stage
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What problem are you trying to solve?
What are the potential costs/benefits?
Who needs to be involved?
What should we focus on first?
What problems are you trying to
solve?
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Reduce runaround?
Fewer student complaints?
Better use of staff resources?
Better streamlined services?
Faster service for students?
More knowledgeable staff?
Move students online instead of in line?
What are the potential costs and
benefits?
• Potential financial costs:
– Remodeling
– Technology
– Staff
• Potential benefits:
– More satisfied students and staff
– Increased retention & improved graduation
rates
– Increased efficiencies
– Streamlined delivery of services
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Who needs to be involved?
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What offices and staff?
Which leaders?
Who are the stakeholders?
Who is on the implementation team?
Who is on the training team?
Do you have executive sponsorship and
support?
What units should be integrated?
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Financial aid?
Billing?
Bursar?
Student Accounts Receivable?
Registrar?
Student Records?
Admissions?
Campus Card?
Housing?
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Service Integration
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Organizational: Can we integrate
organizationally to reduce service silos?
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Physical: How can we improve how students
receive service in our offices? How can we
make it more student friendly and accessible?
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Virtual: What online self-services and web
applications do students want? Can we
implement a virtual “one stop” by consolidating
information from various offices?
The Planning Stage
• You’ve created a vision – now you need to
document a strategic plan.
• Keep the end goal in mind
• Involve students and staff
• Create a mission statement
• Document your critical success factors
• Determine the budget
• Provide on-going communications
• Build enthusiasm
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Implementation Stage
• Considerations:
• Staffing
• Training
• Technology
• Branding
• Communications
• Physical/Virtual Presence
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Implementation Case Study:
University of Minnesota, Twin Cities
What problem were we trying to solve?
Student survey showed:
• Strong dissatisfaction with service
• Student runaround required for services
• Lack of teamwork among offices
• Perception of uncaring staff
We also wanted to improve retention and
graduation rates.
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Silo-based service common
in higher education
Result = Runaround and unhappy students
Modes of Service Delivery
Web,
Portal,
Social
Media
Phone
Customer
Service
Inperson
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E-mail
Developing Self Services
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Registration
View/update hospitalization information
View classes
View and pay bill
View grades
View financial aid application/awards
View holds
Parent/Guest access
Change privacy settings
Parking
Transcripts
Housing
View/change addresses
Forms on-line
View advisor information
View degree audit
View/update personal
information
View student account
Scholarships Search
Graduation Planner
Direct Deposit update
Outcomes from Self-service
• General questions/concerns resolved online
• Complex problems need personal attention
• Staff need wealth of knowledge to resolve
problems
• Skills/experience in communication,
education, psychology, business, etc.
• Need to establish professional relationships
with campus offices to solve complicated
problems
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The University of Minnesota
Model
Goal: To provide integrated services for
registration, financial aid, and billing in three
locations
Steps:
• Redesigned our business practices and crosstrained staff to handle problems from start to
finish
• Increased the level of access for staff
• Provided technology and tools to support the
change
• Allowed staff to make more independent
decisions and apply professional judgment
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One Stop Student Services
Mission Statement
• To provide quality and professional
service in the areas of enrollment,
financial aid, billing and payment to
support students’ academic and financial
objectives.
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Organizational Chart
Director
Associate
Director
Asst. Director
West Bank
Sr. Counselor
(1)
Counselor
(2)
Asst. Director
STSS
Counselor/
Student Supervisor
Counselor
(2)
(1)
CRR
(6)
Asst. Director
Asst. Director
STSS
STSS/UVS
STSS
STSS
Sr. Counselor
(1)
VA Student
Coord.
(4)
Sr. Counselor
Sr. Counselor
(1)
Counselor
(4)
(2)
VA Coord.
Counselor
(3)
Counselor
(1)
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Executive
Asst.
Counselor
(4)
STSS
Asst. Director
St. Paul
Counselor
(1)
Counselor/
Student Supervisor
Sr. Counselor
(1)
CRR
(2)
Student Asst.
(6)
STSS
(1)
CRR
(6)
Sr. Counselor
(1)
Counselor
(3)
Developed Cross-Functional
Training Program
• Assessed the required training needed and
developed an intensive 10 week program for staff to
become proficient.
• Developed modules across functional areas:
Admissions, Registrar, Financial Aid, and Student
Accounts/Billing
• Provided student centric training
• Training process: classroom training, mentor
training, reading comprehension, hands-on learning
• Incorporated HR training
• On-going refresher training
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Challenges
• Multiple locations
• Staffing peak periods
• Multiple projects/priorities
• Communications to students
• Different office cultures
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Critical Success Factors
• Hire the right people to work for you and
represent your organization
• Develop a cross-functional training
curriculum – bring in the experts!
• Provide refresher training
• Analyze FAQs and processes after peak
periods
• Provide variety for staff by rotating tasks:
in-person service, telephones, e-mail,
projects, committee work, and outreach
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Continuous Improvement “Stage”
Developing service standards
Measuring success
Obtain customer feedback
Review frequently asked questions
Involve staff & collaborate with other
offices
• Monitoring staff performance
• Refresher training
• Outreach
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Customer Services Standards
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Knowledgeable
– Understand and accurately explain procedures/policies.
– Verify student’s name/ID and look at student’s record even if
their questions appear simple.
Efficient
– Be comprehensive by looking at all aspects of the student’s record
– Verify all issues have been resolved
Empathetic
– Actively listen and be patient with customers
– Be realistic, but positive
Friendly
– Introduce yourself during phone calls and welcome students to
the counter
– Use a calm, reassuring tone and make eye contact
Measuring Success
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Point of service comment cards
Online comment cards
Quantity/quality of compliments
Web usability testing
Tracking problems & resolutions
Surveys: students, customers, veterans
Focus groups
Student Advisory Committee
Science Teaching and Student
Services
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One Stop Student Services Center
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One Stop Student Services Center
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10 self-service computers & queuing
screen
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Check-in Kiosk
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Customer Relations Management
(CRM)
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Contact management
Case management
Workflow and escalations
Email management and templates
Knowledge base enhancements
Database consolidations (comment cards, Ask One Stop,
outreach, tuition refund appeals)
• Enhanced reporting and statistics
• New survey capabilities
• New methods for internal communication
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Future Plans for One Stop
Portal upgrade
Form tracking online for students
Mobile web enhancements
Continue to improve student services for
veterans
• Continue to provide outreach and financial
literacy
• Continue exploring ways to increase efficiencies,
effectiveness, and student satisfaction
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Lessons Learned
• Base pay was below salary market
• Flat organizational structure
• Be aware of office culture adjustments
• Requires on-going relationship with
Financial Aid Director and Registrar
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Variety of One Stop Models
Common Themes
• Redesigned processes
• Customer centered
• Institution-wide project
• Cross-functional teams
• Self service and web-based
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Student Reactions
• “Excellent service, not only did you take care of the
problem, you took care of me as well.”
• “The staff here are great, pleasant and go the extra
mile.”
• “You say “no” in such a nice and informative way.”
• “You all know so much. How do you do it? You must
be in training all the time! You guys should run the
federal government.”
• “You could give some stores a few lessons on service.”
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One Stop
• A simple concept that provides streamlined
service delivery:
– Physically
– Organizationally
– Virtually
• Accessible to all students
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Questions?
Jenni Peterson
Assistant Director, One Stop Student
Services &
University Veterans Services
University of Minnesota
Phone: 612-626-1431
e-mail: [email protected]
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