28
Innovations in Student Service: Models for the e-revolution EDUCAUSE October 2000 Darlene Burnett Consultant Regina Kleinman Seton Hall University Rita Owens Boston College
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
Cycle1
“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
Bab
son
Bal
l Sta
te
Bos
ton
Colle
ge
Brit
ish
Col
umbi
a
Brig
ham
You
ng
Car
negi
e M
ello
n
Colo
rado
Ele
ctro
nic
Dela
war
e
Ford
ham
Indi
ana
John
son
Coun
ty
Loui
sian
a St
ate
Min
neso
ta
NC
- Gre
ensb
oro
Penn
Purd
ue-C
alum
et
Sout
hern
Alb
erta
Seto
n H
all
Texa
s-A
ustin
Tufts
WIC
HE
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 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 [email protected] Regina kleinman [email protected] Rita owens [email protected] Presentation Seton Hall BOOK www.Scup.Org/pss/ FORUM www.ibm.com/solutions/education/events
. . . NOT this way!
Prospect Academic Tracking
Graduate
Registrar
Admissions
Financial Aid
Orientation
Student Accounts
Attend classes !
