RMACRAO Annual Meeting 2014

July 16, 2014Student Service Blueprinting

University of Colorado Denver | Anschutz Medical Campus

Source: Essential Facts 2014, FY 2012-2013

w w w.a m e r i c a n p r o g r e ss.o rg

Leveraging Service Blueprinting to Rethink Higher EducationWhen Students Become ‘Valued Customers,’ Everybody Wins

Amy L. Ostrom, Mary Jo Bitner, and Kevin A. Burkhard October 2011

AP

Photo/L.G

. P

Atterson

• 18 staff members completed the on-line course, Designing Customer-Focused Service Processes.

• The course taught us the skill of service blueprinting and how to recognize moments of truth, pain points, and opportunities to improve.

• Course participants were expected to learn the material in order to teach others at the campus as the project moved forward.

Student Service Blueprinting

One Hundred Twenty-six (126) staff members have contributed Phase One – 77 Staff Members Phase Two – 51 Staff Members

One Hundred Fourteen (114) blueprints have been completed Phase One – 90 blueprints Phase Two – 24 blueprints

6 units in Phase Two were unable to complete their blueprints by 5/29/2014

Blueprinting has taken place over two twelve (12) week sessions Phase One

Launched on 9/26/2013 Completed on 12/19/2013

Phase Two Launched on 3/6/2014 Completed on 5/29/2014

Fast Facts

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Name of Your ProcessExternal

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

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EAC

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NS

line of internal interaction

TECH

NO

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Y AC

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Opportunity to Improve

Phase One Discoveries– Total Pain Points – 336– Moments of Truth (Critical

moments in the process that are pivotal for the student experience) – 159

– Opportunities for Improvement (Items that are not problematic, per se, but could still be improved) – 220

Phase Two Discoveries– Total Pain Points – 89– Moments of Truth (Critical

moments in the process that are pivotal for the student experience) – 47

– Opportunities for Improvement (Items that are not problematic, per se, but could still be improved) – 27

Office of the RegistrarThe process and implementation of Service Blueprinting

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Enrollment Verifications External Pain Point

External Pain Point

Moment of Truth

Moment of Truth

Internal Pain Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

Opportunity to Improve

Registrar Office: Enter through Admissions & Records, confirm

Registrar location with front desk in lobby, walk down stairwell to Registrar’s front desk, encounter rep or sign “BRB”,

complete request form

Registrar Office: Enter through Admissions & Records, confirm

Registrar location with front desk in lobby, walk down stairwell to Registrar’s front desk, encounter rep or sign “BRB”,

complete request form

Student completes enrollment verification request for verification letter and/or verification

form

Student completes enrollment verification request for verification letter and/or verification

form

Student submits enrollment verification

request for processing to either Registrar or SSC

Student submits enrollment verification

request for processing to either Registrar or SSC

Student submits enrollment verification request for processing to either Registrar or

SSC

Student submits enrollment verification request for processing to either Registrar or

SSC

Verification form can be verified by

Registrar, front counter personnel

Verification form can be verified by

Registrar, front counter personnel

Verification Coordinator verifies enrollment for requested

semesters in ISIS/Singularity (pre88) and generates letter and/or

completes form

Verification Coordinator verifies enrollment for requested

semesters in ISIS/Singularity (pre88) and generates letter and/or

completes form

Final copy of enrollment verification letter or form is saved

to Wilson archive under appropriate term folder

Final copy of enrollment verification letter or form is saved

to Wilson archive under appropriate term folder

Original request, completed verification form and/or letter, and fax confirmation sheet is

scanned/archived to Singularity

Original request, completed verification form and/or letter, and fax confirmation sheet is

scanned/archived to Singularity

Email is sent notifying student of where to pick up letter (Reg or SSC) or if it has been sent

to external requestor identified on request form

Email is sent notifying student of where to pick up letter (Reg or SSC) or if it has been sent

to external requestor identified on request form

Email is sent to student confirming the request

has been received and/or processed

Email is sent to student confirming the request

has been received and/or processed

Processed within 2-3 business days

Processed within 2-3 business days

Student wants the request to be

processed on demand

Student wants the request to be

processed on demand

Student Service Center (SSC): student enters the North

Classroom and walks to the SSC counter—may have to wait

in line

Student Service Center (SSC): student enters the North

Classroom and walks to the SSC counter—may have to wait

in line

Student has to go to Registrar’s Office if wanting form to be

completed immediately

Student has to go to Registrar’s Office if wanting form to be

completed immediately

Student comes from SSC w/ expectation form will be immediately completed—cannot guarantee b/c

contingent on staff availability

Student picks up enrollment verification letter and/or verification form from designated location

Student picks up enrollment verification letter and/or verification form from designated location

Coordinator is given request for

processing

Coordinator is given request for

processing

Student wants the request to be processed faster than 2-3 business days

Student wants the request to be processed faster than 2-3 business days

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Submit Form: Email, Fax or in person

Submit Form: Email, Fax or in person

In person scan to workflow original back to student. Date Stamped

In person scan to workflow original back to student. Date Stamped

Student Completes SAF & obtain appropriate signatures

Student Completes SAF & obtain appropriate signatures

Student finds form on ucdenver.edu/registrar website & prints out

Student finds form on ucdenver.edu/registrar website & prints out

Incorrect SAF—return to student

Incorrect SAF—return to student

Service center forwards unprocessed SAF’s which are scanned into workflow-Already date stamped. Departments turn in forms-Date Stamp

Service center forwards unprocessed SAF’s which are scanned into workflow-Already date stamped. Departments turn in forms-Date Stamp

Restart the processing of SAF

Restart the processing of SAF

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

Restart the processing of SAF

Restart the processing of SAF

Department not providing us w/ current Dean’s signature

Singularity workflow issues—not following process

Request successfully processed

Request successfully processed

Getting the run around w/ wrong info

Getting the run around w/ wrong info

Inaccessibility of professors

Inaccessibility of professors Rejected

Form

Rejected Form

Form Layout change:1. Individual course

drop2. Term Withdraw

Automatic email after form has been processed

Give student workers access to add/drop for schedule adjustment forms

Copy of form in editable PDF

Electronic workflow, online form to complete by student and entered into workflow

Link to schedule adjustment in student portal

Online Students (CU Online)

Online Students (CU Online)

IPEPMTOI

Registrar Office: Enter through Admissions & Records, confirm

Registrar location with front desk in lobby, walk down stairwell to Registrar’s front desk, encounter rep or sign “BRB”,

complete request form

Registrar Office: Enter through Admissions & Records, confirm

Registrar location with front desk in lobby, walk down stairwell to Registrar’s front desk, encounter rep or sign “BRB”,

complete request form

Processing Workflow

Processing Workflow

Indexing scanned documents

Indexing scanned documents

Send reject form emails for insufficient forms

Send reject form emails for insufficient forms

Archive form in

Singularity

Archive form in

Singularity

SAF rejected—must manually correct errors

SAF rejected—must manually correct errors

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

SAF rejected—must manually correct errors

SAF rejected—must manually correct errors

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

-Date Stamp-Faxes scanned to workflow

-Date Stamp-Faxes scanned to workflow

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

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ON

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

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Submit Form: Email, Fax or in person

Submit Form: Email, Fax or in person

In person scan to workflow original back to student. Date Stamped

In person scan to workflow original back to student. Date Stamped

Student Completes SAF & obtain appropriate signatures

Student Completes SAF & obtain appropriate signatures

Incorrect SAF—return to student

Incorrect SAF—return to student

Service center forwards unprocessed SAF’s which are scanned into workflow-Already date stamped. Departments turn in forms-Date Stamp

Service center forwards unprocessed SAF’s which are scanned into workflow-Already date stamped. Departments turn in forms-Date Stamp

Restart the processing of SAF

Restart the processing of SAF

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

Restart the processing of SAF

Restart the processing of SAF

Singularity workflow issues—not following process

Request successfully processed

Request successfully processed

Getting the run around w/ wrong info

Getting the run around w/ wrong info

Inaccessibility of professors

Inaccessibility of professors Rejected

Form

Rejected Form

Form Layout change:1. Individual course

drop2. Term Withdraw

Automatic email after form has been processed

Give student workers access to add/drop for schedule adjustment forms

Copy of form in editable PDF

Electronic workflow, online form to complete by student and entered into workflow

Link to schedule adjustment in student portal

Online Students (CU Online)

Online Students (CU Online)

IPEPMTOI

Processing Workflow

Processing Workflow

Indexing scanned documents

Indexing scanned documents

Send reject form emails for insufficient forms

Send reject form emails for insufficient forms

Archive form in

Singularity

Archive form in

Singularity

SAF rejected—must manually correct errors

SAF rejected—must manually correct errors

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

SAF rejected—must manually correct errors

SAF rejected—must manually correct errors

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

-Date Stamp-Faxes scanned to workflow

-Date Stamp-Faxes scanned to workflow

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

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AC

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PHYS

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ENCE

ON

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NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Submit Form: Email, Fax or in person

Submit Form: Email, Fax or in person

In person scan to workflow original back to student. Date Stamped

In person scan to workflow original back to student. Date Stamped

Incorrect SAF—return to student

Incorrect SAF—return to student

Restart the processing of SAF

Restart the processing of SAF

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

Restart the processing of SAF

Restart the processing of SAF

Singularity workflow issues—not following process

Request successfully processed

Request successfully processed

Getting the run around w/ wrong info

Getting the run around w/ wrong info

Inaccessibility of professors

Inaccessibility of professors Rejected

Form

Rejected Form

Form Layout change:1. Individual course

drop2. Term Withdraw

Automatic email after form has been processed

Give student workers access to add/drop for schedule adjustment forms

Copy of form in editable PDF

Electronic workflow, online form to complete by student and entered into workflow

Link to schedule adjustment in student portal

IPEPMTOI

Processing Workflow

Processing Workflow

Indexing scanned documents

Indexing scanned documents

Send reject form emails for insufficient forms

Send reject form emails for insufficient forms

Archive form in

Singularity

Archive form in

Singularity

SAF rejected—must manually correct errors

SAF rejected—must manually correct errors

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

-Date Stamp-Faxes scanned to workflow

-Date Stamp-Faxes scanned to workflow

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

line of interaction

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ON

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

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EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

In person scan to workflow original back to student. Date Stamped

In person scan to workflow original back to student. Date Stamped

Incorrect SAF—return to student

Incorrect SAF—return to student

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

Restart the processing of SAF

Restart the processing of SAF

Singularity workflow issues—not following process

Request successfully processed

Request successfully processed

Getting the run around w/ wrong info

Getting the run around w/ wrong info

Rejected Form

Rejected Form

Form Layout change:1. Individual course

drop2. Term Withdraw

Automatic email after form has been processed

Give student workers access to add/drop for schedule adjustment forms

Copy of form in editable PDF

Electronic workflow, online form to complete by student and entered into workflow

Link to schedule adjustment in student portal

IPEPMTOI

Processing Workflow

Processing Workflow

Indexing scanned documents

Indexing scanned documents

Archive form in

Singularity

Archive form in

Singularity

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

Restart processing of SAF—further delayed accessing course

-Date Stamp-Faxes scanned to workflow

-Date Stamp-Faxes scanned to workflow

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

line of interaction

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AC

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AC

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PHYS

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EVID

ENCE

ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Incorrect SAF—return to student

Incorrect SAF—return to student

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

Registrar email docs are scanned to workflow

Registrar email docs are scanned to workflow

Singularity workflow issues—not following process

Request successfully processed

Request successfully processed

Form Layout change:1. Individual course

drop2. Term Withdraw

Automatic email after form has been processed

Give student workers access to add/drop for schedule adjustment forms

Electronic workflow, online form to complete by student and entered into workflow

Link to schedule adjustment in student portal

IPEPMTOI

Indexing scanned documents

Indexing scanned documents

-Date Stamp-Faxes scanned to workflow

-Date Stamp-Faxes scanned to workflow

line of interaction

SUPP

ORT

PR

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AC

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CON

TACT

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ACTI

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SCU

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AC

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PHYS

ICAL

EVID

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ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

Request successfully processed

Request successfully processed

Electronic workflow, online form to complete by student and entered into workflow

IPEPMTOI

line of interaction

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PHYS

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ON

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Opportunity to Improve

IPEPMTOI

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

line of interaction

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PHYS

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ON

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

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Opportunity to Improve

IPEPMTOI

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

line of interaction

SUPP

ORT

PR

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AC

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PHYS

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ON

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

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Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

line of interaction

SUPP

ORT

PR

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AC

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AC

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PHYS

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EVID

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ON

STAG

EAC

TIO

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Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

line of interaction

SUPP

ORT

PR

OCE

SSES

AC

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CON

TACT

EM

PLO

YEE

ACTI

ON

SCU

STO

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AC

TIO

NS

PHYS

ICAL

EVID

ENCE

ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

line of interaction

SUPP

ORT

PR

OCE

SSES

AC

TIO

NS

CON

TACT

EM

PLO

YEE

ACTI

ON

SCU

STO

MER

AC

TIO

NS

PHYS

ICAL

EVID

ENCE

ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

line of interaction

SUPP

ORT

PR

OCE

SSES

AC

TIO

NS

CON

TACT

EM

PLO

YEE

ACTI

ON

SCU

STO

MER

AC

TIO

NS

PHYS

ICAL

EVID

ENCE

ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Student can drop classes through student portal up to the 10th week of term

Student can drop classes through student portal up to the 10th week of term

line of interaction

SUPP

ORT

PR

OCE

SSES

AC

TIO

NS

CON

TACT

EM

PLO

YEE

ACTI

ON

SCU

STO

MER

AC

TIO

NS

PHYS

ICAL

EVID

ENCE

ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Student can drop classes through student portal up to the 10th week of term

Student can drop classes through student portal up to the 10th week of term

line of interaction

SUPP

ORT

PR

OCE

SSES

AC

TIO

NS

CON

TACT

EM

PLO

YEE

ACTI

ON

SCU

STO

MER

AC

TIO

NS

PHYS

ICAL

EVID

ENCE

ON

STAG

EAC

TIO

NS

Schedule Adjustment Form(after census date) External

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Opportunity to Improve

IPEPMTOI

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

After Census Date: Student contacts Academic Advisor to obtain permission number to

add course to schedule through student portal

Student can add classes through student portal up to census date

Student can add classes through student portal up to census date

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Troubleshooting Errors—pre-req’s, holds, credit load, etc.

Student can drop classes through student portal up to the 10th week of term

Student can drop classes through student portal up to the 10th week of term

Request successfully processed

Request successfully processed

line of interaction

SUPP

ORT

PR

OCE

SSES

AC

TIO

NS

CON

TACT

EM

PLO

YEE

ACTI

ON

SCU

STO

MER

AC

TIO

NS

ON

STAG

EAC

TIO

NS

Portal RegistrationExternal

Pain Point

External Pain Point

Moment of Truth

Moment of Truth Internal Pain

Point

line of visibility

BACK

STAG

EAC

TIO

NS

line of internal interaction

TECH

NO

LOG

Y AC

TIO

NS

PHYSICALEVIDENCE

N/A

PHYSICALEVIDENCE

N/A

Opportunity to Improve

Log in to student portal

Log in to student portal

Pay deposit, review holds,

view enrollment appt.

Pay deposit, review holds,

view enrollment appt.

Update local /emergency

address/phone information

Update local /emergency

address/phone information

Select & register for

classes

Select & register for

classes

Identify/ search for classes and/or

enter permission #

Identify/ search for classes and/or

enter permission #Claim portal

accountClaim portal

account

Academic Calendar

Academic Calendar

Portal development

Portal development

More detailed info about

holds

More detailed info about

holds

Course detail

Course detail

Name Changes, Send name change communication, 24-48 hrs. to update, reclaim acct, delay portal access

Name Changes, Send name change communication, 24-48 hrs. to update, reclaim acct, delay portal access

Manual term activation

Manual term activation

Answering questions

about enrollment

appts

Answering questions

about enrollment

appts

Answering questions

about holds

Answering questions

about holds

Answering questions about pre-

req’s

Answering questions about pre-

req’s

Portal availability/browser

compatibility

Combined coursesCombined courses

Student forgetting log-in credentials and needing

to contact IT

Student forgetting log-in credentials and needing

to contact IT

Linked recitations/labs with

lectures are not clear

Linked recitations/labs with

lectures are not clear

Metro pooled—finding course

numbers in online PDF listing

Metro pooled—finding course

numbers in online PDF listing

Not user friendly/intuitive

Not user friendly/intuitive

Linked and combined courses

Academic calendar information not being

well known

Unable to clear holds through

portal—financial aid, advance,

deposit, advising

Matriculation back dating

Communications about drop/add period and associated fees

Visual Layout/Design--portal welcome page: academic calendars, upcoming deadlines,

student announcements

Term Activation

Term Activation

Setting enrollment

appointment

Setting enrollment

appointment

Batch job processes

Batch job processes

Academic calendar

information not being as visible

Academic calendar

information not being as visible

Enrollment request

successfully processed

Enrollment request

successfully processed

Answering questions about

enrollment appts. & how to locate in

portal

Answering questions about

enrollment appts. & how to locate in

portal

Answering questions about pre-

req’s & how to locate in

portal

Answering questions about pre-

req’s & how to locate in

portal

Answering questions

about holds & how to locate in

portal

Answering questions

about holds & how to locate in

portal

Metro pooled—finding course

numbers in online PDF

listing

Metro pooled—finding course

numbers in online PDF

listing

OI MTEP IP

EP

EP IP

EP IP

EP

EP

IP EP IP

EP

Answering questions about

Metro pooled exchange,

registration in portal, how to

locate class nbr.

Answering questions about

Metro pooled exchange,

registration in portal, how to

locate class nbr.

IPEP

Answering questions about

Metro pooled registration in portal

& how to locate class nbr.

Answering questions about

Metro pooled registration in portal

& how to locate class nbr. EPIP

Some pre-requisites

enforced in system,

others not

Administrative drop does not align with

system pre-requisites (student dropped after

add deadline)

Lack of support to resolve functionality

issues (class schedule) in a timely manner

Lack of support to resolve functionality

issues (class schedule) in a timely manner

EP

Cannot differentiate between extended studies and main campus courses

Class building deadline

Class building deadline

OI

Course coordinators, Advisors, TA Team, Metro

Registrar, Special areas (OIA, UNHL, ESL)

Course coordinators, Advisors, TA Team, Metro

Registrar, Special areas (OIA, UNHL, ESL)

Better technology integrations between

requirements and registration (potential

DARS upgrade)

Use of DARS during

registration

Centralize class scheduling

Projection of future enrollment needs

through DARS

Maintenance of course inventory

Maintenance of course inventory

Deadline to add courses/class

should be prior to registration

Courses and classes being created last

minute

Courses and classes being created last

minute

No adherence to deadlines

by metro

No adherence to deadlines

by metro

Constant changes to

class schedule during

registration

EPIP

Select the academic career

and academic term

Select the academic career

and academic term

EP

What Have We Already Accomplished? Undergraduate Admissions and K-12 Outreach

added another document scanner and applied workflow to expedite the receipt of documents, the communication of that receipt to students via the student portal, and the processing of the documents to expedite admissions decisions.

The Career Center has addressed the aesthetics of their student reception area with the application of paint and quotes for the walls, the addition of comfortable furniture, and the rearrangement of computer resources to make a student computer station available.

The Office of Student Life has made some changes in how students begin a club sport or student organization to make it smoother with less red tape.

The New Student Orientation program has been revamped to provide more engaging interaction and lesser wait times for students throughout the day.

The Transfer Credit Specialist position was moved from the Undergraduate Admissions and K-12 Outreach Office to the Office of the Registrar to offer congruence for students between transfer credit evaluation and equivalency determination.

The Experiential Learning Center has incorporated the use of graduate assistants to help with the increased volume of students needing services and is offering more group workshops and appointments, where appropriate.

Housing and Residential Education implemented a service indicator in ISIS that helps to track the students that are exempted from on-campus housing which improves our service to them.

Student Service Blueprinting as a Continuous, Evolving Process

Identify Processes

to Blueprint

Form Team

Blueprint

Identify Pain Points, Opportunities to

Improve, and Moments of Truth

Implement

Corrective Actions

STUDENTS

Questions and Discussion