Transcript Slide 1
AU Central :
Creation of a One Stop Student Services Center
American University
TRISTATE CONFERENCE
NOVEMBER 11, 2014
GENE LOGAN
ASSOCIATE DIRECTOR, AU CENTRAL
AMERICAN UNIVERSITY
Today’s Topics
Improving student satisfaction through integration of
services
Key success factors:
-Process Mapping of Student Services
-Coordinated Communications
-Enhanced use of Technology
-Metrics
American University Overview
Students:
Undergraduate: 6,700
Graduate: 3,600
Law: 1,700
Schools: 7
Campuses: 1
AU Central Overview
Front line for Financial Aid, Registrar, Student
Accounts – all matriculated student emails, phone
calls and walk-ins
Home of Veterans Benefits Administrator
Reports to: Vice Provost for Academic Administration
Location info: 201 Asbury building (next to the
Financial Aid business office) The Registrar and
Student Accounts business offices are located off
campus
Why Open a One-Stop Center?
President’s Strategic Plan –
Provide an Unsurpassed Undergraduate Education
and Experience
Encourage Innovation and High Performance
Surveys and audits revealed need for:
Centralized location for service offices
Coordinated student communications
Increased transparency in the function of service offices
Office Functions
Front line for Financial Aid; Student Accounts;
Registrar; Veterans Benefits (phones, emails and
walk-ins)
Register students if needed
Accept payments
Explain financial aid
Troubleshoot problems
Office Structure
Director
Associate
Director
counselor
counselor
counselor
Assistant
Director
counselor
counselor
Veterans
Administrator
counselor
counselor
counselor
counselor
Process Mapping
Office Functions
Who
What
When
How
Designation of specific functions to be handled by
the one stop shop
Clearly define and communicate service goals and
expectations
Coordinated Communications
Identify all communications sent by service offices
Eliminate duplicate, conflicting and/or outdated information
Align service office communications
Provided information via student portal regarding
processing and timing of:
Registration
Grades
Satisfactory Academic Progress
Financial aid awards
Billing
Holds
Technology
Student online portal – myau.american.edu
Directory of Services – easily searchable; FAQs
Loan reduction requests
Summer aid application
Automated verification of enrollment
Electronic submission of verification documentation
Paperless processing- Image Now
Metrics and Data Points
Use online customer tracking software (I.support) to track
and manage volume
90% of inquiries are closed within AU Central.
10% routed to business offices for response
Over 70% of inquiries are financial aid related
Challenges
Volume management
Insuring adequate coverage (phones, e-mail, walk –in)
Charting peak periods for Service offices
Staffing
Qualifications and fit
Training
Metrics
Relevance
Student, staff and faculty acclimation
What We’ve Learned
Metrics are essential
Customer Satisfaction Surveys
Processing times
Communication is key
Expectations
Continuous Collaboration with Service Offices
Stakeholder engagement
Personal Interactions- Integral One Stop Component
Questions?
Gene Logan
Associate Director
American University
[email protected]
Thank You!