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Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #1
MAIS Connection Conference – November 19, 2008
Elvis has NOT Left the Building
Utilizing Technologyand Data
to More EffectivelyServe Students
Presented by:Doug Levy & Vickie Crupper
UM Office of Financial Aid
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #2
MAIS Connection Conference – November 19, 2008
Agenda
• OFA Volumes, Service Model• ELVIS
– What is it– The process - functional– The database – technical– Benefits
• Comprehensive Student Financial Aid Record• Questions, Wrap-Up
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #3
MAIS Connection Conference – November 19, 2008
OFA Annual Volumes• 25,000 students applied for aid
• 70,000 phone calls were received
• 12,000 walk-in visits occurred
• 250,000 document pages were received
• 750,000 e-mails & letters were sent & received
• 1,000,000 hits were made by students on Wolverine Access financial aid transactions
• 200,000 view-only hits were made by parents on Wolverine Access financial aid transactions
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #4
MAIS Connection Conference – November 19, 2008
OFA Service Model
• Professional staff speak directly with all visitors.
• Staff are assigned to general client walk-in, telephone and e-mail traffic on a rotating basis.
• Satellite office is staffed part-time.
• Strong desire to proactively provide students with all of the information they need to understand their financial aid and to make informed decisions
• Encourage students to utilize self-service transactions and other such resources to manage their financial aid
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #5
MAIS Connection Conference – November 19, 2008
What is ELVIS?A hunka hunka burnin’ love ?
Nothin’ but a hound dog ??
A tacky Vegas lounge act ???
Ok, fine, no more lame Elvis references,
I promise...
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #6
MAIS Connection Conference – November 19, 2008
What is ELVIS?• ELectronic Visitor Information System
• An automated student sign-in, queue management and reporting system
• Replaces old paper sign-in approach
• OFA-developed MS Access database application
• Data is integrated with M-Pathways, both on the front end and the back-end
• Also used for student phone traffic in OFA
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #7
MAIS Connection Conference – November 19, 2008
The ELVIS Process
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #8
MAIS Connection Conference – November 19, 2008
The ELVIS Process
1. The student’s M-Card is swiped. A name lookup is automatically performed.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #9
MAIS Connection Conference – November 19, 2008
The ELVIS Process
1a. Manual entry is done for students without their M-Card and for other visitors.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #10
MAIS Connection Conference – November 19, 2008
The ELVIS Process
2. A desktop dashboard notifies counselors assigned to walk-in traffic of visitors.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #11
MAIS Connection Conference – November 19, 2008
The ELVIS Process
3. An available counselor checks a box on the dashboard which assigns to him/her the next visitor waiting.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #12
MAIS Connection Conference – November 19, 2008
The ELVIS Process4. The counselor clicks the “Show Previous
Visits” button and then cut-and-pastes the ID from ELVIS into M-Pathways to bring up the student’s FA Status screen
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #13
MAIS Connection Conference – November 19, 2008
The ELVIS Process
5. The counselor goes from his/her office to the lobby and greets the student by first name. (This impresses the student who did not initially give his/her name to the receptionist). The student then follows the counselor to the counselor's office.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #14
MAIS Connection Conference – November 19, 2008
The ELVIS Process
6. After the counseling session is finished, the counselor clicks the “Visit Completed” button on the dashboard.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #15
MAIS Connection Conference – November 19, 2008
The ELVIS Database
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #16
MAIS Connection Conference – November 19, 2008
The ELVIS Database
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #17
MAIS Connection Conference – November 19, 2008
The ELVIS Database
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #18
MAIS Connection Conference – November 19, 2008
The ELVIS Database
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #19
MAIS Connection Conference – November 19, 2008
The ELVIS Database
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #20
MAIS Connection Conference – November 19, 2008
The ELVIS Database
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #21
MAIS Connection Conference – November 19, 2008
ELVIS Benefits
• Increased privacy for students
• More productive advising sessions with the student
• More effective and proactive staff resource management
• More effective ac hoc peak-load management
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #22
MAIS Connection Conference – November 19, 2008
ELVIS Benefits (cont.)
• Data-driven evaluation of service
• Data-driven training of staff
• More flexibility in the physical layout of the office
• More professional, satisfying and efficient sign-in and waiting-room experience for visitors
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #23
MAIS Connection Conference – November 19, 2008
Comprehensive Student Financial Aid Record
Combining PeopleSoft-delivered functionality, MAIS-developed add-ons, ImageNow, OFA
internal initiatives and ELVIS, counselors in the Office of Financial Aid have at their fingertips,
via the Financial Aid Status screen on M-Pathways, a wealth of information that presents
a comprehensive view of the student.
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #24
MAIS Connection Conference – November 19, 2008
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #25
MAIS Connection Conference – November 19, 2008
Questions & Wrap-Up
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #26
MAIS Connection Conference – November 19, 2008
Contact Information
Office of Financial AidUniversity of Michigan
2500 Student Activities Bldg.Ann Arbor, MI 48109-1316
Phone: (734) 763-4119FAX: (734) 615-2641
Doug [email protected]
Vickie [email protected]
Elvis Has NOT Left the Building:Utilizing Technology and Data to More Effectively Serve Students
Slide #27
MAIS Connection Conference – November 19, 2008
The Big Finish
Drum Roll, please…...