The Registrar’s Toolkit: Nifty Solutions for Everyday ... REGISTRAR’S TOOLKIT: NIFTY AACRAO...

THE REGISTRAR’S TOOLKIT: NIFTY

AACRAO Annual Meeting, New Orleans, LAFriday, April 23, 2010, 8:00-9:15 AM

SOLUTIONS FOR EVERYDAY QUESTIONS AND PROBLEMSSESSION ID: 434

Facilitator & Presenters

Facilitated by: Reta Pikowsky, Georgia Institute of TechnologyPresented by:

Carol Harrison, Registrar, College of Southern MarylandMark Simpson, Registrar, Weber State UniversityCorey Wahl, University of Colorado at BoulderKelly Osterbind, Registrar, Jacksonville State UniversityHelen Barker Garrett, Associate Dean of Student Affairs, Enrollment and Student Financial Services, Lane Community College, Eugene, OregonReta Pikowsky, Registrar, Georgia Institute of Technology

Topics

Carol Harrison:Diplomas – save money and time Document imaging – receiving faxes and electronic workflow for processing transcript requests, enrollment requests and registration formsrequests, and registration forms

Mark Simpson:DegreeWorks implementationOn-line graduation applicationRegistrar Solution Center (one stop concept for registration, records, and graduation offices)

Topics

Corey Wahl:Sexy Technology

Captivate, RIPS (Registration Information Processing System)Greek LifeLive ChatNCAA eligibility and satisfactory progress

Kelly Osterbind:Registration – changes in process to improve efficiency

Topics

Helen Garrett:Customer Service DatabaseOn-line Student Information Release Tool

Reta Pikowsky:Reta Pikowsky:Paperless process for curriculum change proposalsGeneral email address for contacting the Registrar’s Office

Carol Harrison

College of Southern Maryland main campus is located in LaPlata, MD. Two other locations are in Prince Frederick and Leonardtown, MD.,Community College serving three counties.30 minutes south of Washington DC8100 credit students and 20,000 continuing education students.

Carol Harrison

• Diploma Fantasy Land???• What if I told you I could cut your diploma cost in half?

And your diploma cover cost in half?• Guarantee 10 day turn around once your diploma

order is received.• You no longer order diplomas or covers for students

who never graduate.• Staff no longer has to stay late after graduation.• Staff would no longer have to mail diplomas.

Carol Harrison

Diploma reality at CSMCSM found a company that cut our costs in halfMails our diplomas for CSMI can submit a diploma order 10 days before the p ygraduation ceremonyThe company does not charge a backdate diploma feeMy staff is not the last to leave on commencement nightMy staff no longer mails close to 1000 diplomas a year

Carol Harrison

Who is the company????Paradigm

www.paradigm-corp.comParadigm IncParadigm, Inc.2600 Performance CourtVirginia Beach, VA 23453U.S.A.(800) [email protected]

Carol Harrison

• How many phone calls does your office get a day asking “did you receive my fax?”

• CSM used our Document Imaging system to receive faxes and the route them to staff who process pregistration forms, transcript request etc.

• Registration forms once processed are the routed to the Bursar’s Office so payment can be processed.

Carol Harrison

Carol Harrison

Mark Simpson

Weber State UniversityOgden Utah (30 minutes North of SLC)24,000 StudentsAssociate, Bachelor and Master Degrees, gServes a Community College and University Role

Mark Simpson

• Can Our Structure Get in Our Way?• Absolutely!!!• In person vs. Incoming Phone Call vs. Email vs. …• The Right People in the Right Positionsg p g• The Right Info for

the Right Advice

• Registrar’s Solution Center• One Stop for Registration, Records, Graduation• Reception Area

Wi d

Mark Simpson

Solutions Center:• Windows• Call Center – queued• Service Request Tracking

• Moto• Just Ask Us!

Solutions Center:

AP/Special Credit (IB, CLEP) Form CollectionAdd/DropAddress ChangeCustomer Service:E-MailPhonesWindowsEnrollment & Degree Verifications/DefermentsGrade Change Form CollectionName ChangesRegistration Changes (RE, DW, CL, W, CR/NC, AU)ScanningTranscripts (in person, collect request for fax, mail, data missing)Other Duties As Assigned

Mark Simpson

• DegreeWorks implementation• Previous:

• CAPP - Mistrusted, Inaccurate, Avoided

• Current:• CatTracks

• Mandatory Use (this was a major victory)• Degree Clearance Tool• Official Advising Notes Tool

• Functionality:• Planning• Templates• Degree Evaluation

Mark Simpson – CatTracks

Mark Simpson

• Process Streamlining:• On-line graduation application

• Current• Paper Application• Pay $30 at Cashiersy• WordPerfect Diploma Database

• Future (June 2010)• All Online via Student Portal using Banner Delivered Tool• Crystal Driven Diploma Generation

• eTranscripts• Incoming Fax• Pilot with National Student Clearinghouse• Online Transcript Ordering

Corey Wahl

The University of Colorado Boulderhas a 134 year tradition educatingstudents in beautiful Colorado, andis one of 4 CU campuses in the state.

3400 courses, in 150 fields of study.35,000+ enrolled students.

80 undergrad majors, 70 master majors, 52 doctoral majors

24 NCAA championships

One of only 34 U.S. public research universities in the prestigious Association of American Universities

17 astronaut alumni who have flown in space

4 Nobel laureate faculty members, 3 since 2001

#1 Public University in private research funding, $340 M in 2009

Corey Wahl – Sexy Technology

• Sexy Technology means excitingly appealing & glamorous technology specific to your needs. ☺

• The following Sexy Technologies are examples that can have immediate, dramatic, and powerful impact on your institution.

• Take a problem and leverage Sexy Technology to do the work for you!

CostCost

Security RiskSecurity Risk

Technical DifficultyTechnical Difficulty

Time to ImplementTime to Implement

Bunny Factor:Bunny Factor:••Scale of 1Scale of 1--5 Bunnies in 5 Bunnies in the following categories.the following categories.••1 being low and 5 being 1 being low and 5 being high in the followinghigh in the following4 categories4 categories

Corey Wahl

• Rapidly create powerful and engaging simulations, software demonstrations, and scenario-based training without programming knowledge or multimedia skills. Based on the industry-leading

CostCost




Adobe® Flash® platform, Adobe Captivate™ automatically generates interactive content in Flash video format, without requiring users to learn Flash.

• CU uses this technology quickly to “see it” & “try it” demo videos for any “how to” need, and also to provide application demonstration on anything new.

Corey Wahl - Workflow

• R.I.P.S. – Registration Information Processing System is a student transaction workflow system

• We placed simple transactional forms into the CU Student Portal that interacted with SIS

CostCost




• Examples: Selective Service Draft Requirement, FERPA Parental Permission, Late Drop from classes, Course Repetition, Pass/Fail Grading

• No more paper forms, no more walking across campus

• Auto-Route information from student to us and back• Auto-Notify student at each step and status checks

Student Registrar Registrar Student

Registrar

Student Student

Corey Wahl – Greek Life

• Greeks need mass release of student GPA to report to National Offices for fraternities and sororities

• Goal is a nicely packaged student data report after collecting one-time authorization for release of grades

CostCost




g g• Web application + Greek admin center + workflow to

flag the SIS + document imaging system = custom solution front end to get reports and FERPA compliance

• Students are able to authorize or un-authorize their grade release for duration of enrollment at CU.

Corey Wahl – Live Chat

• Communicate the way they want to!

• Live Chat allows visitors to chat instantly with our student/staff operators.

CostCost




p• On average the same # chats

as phone calls• Monitor all website traffic,

browse with them, and drop in to help, transfer to specialist!

• We are re-doing whole website as a result of this technology!

Corey Wahl -

• NCAA eligibility and satisfactory progress toward degree requires advisor intervention.

• We built a web application to distribute individual eligibility forms for each athlete to their advisor

CostCost




NCAA Eligibility Certification

g y• The athlete’s advisor reviews the course schedule

each term and determines applicability toward degree for each individual student, each term.

• It makes it simple, easy, and fast for our office, for the athletics department, and for the advisors.

Jacksonville State University is located in Alabama.Enrollment is approximately 7600 undergraduate students and 1400

Kelly Osterbind

graduate student for a total of 9000 students.Five colleges, Arts & Sciences, Commerce & Business, Education & Professional Studies, Nursing & Health Sciences, Graduate StudiesJSU awarded 1673 degrees in 2009.

Kelly Osterbind

The Big Change…JSU went live with a new student information system in Fall of 2007-Banner.B h l i i f hBecause we have early registration for the Fall beginning in February, we had to be up in February of 2007 with an 18 month implementation. It was a bumpy transition.

Kelly Osterbind

Some issues:JSU requires all students to be advised before they are allowed to register.Some student populations are closely controlled. (athletes, DSS, honors) Promotional events must be accommodated. (early bird registration)Open registration frequently crashed the computer system University wide.

Kelly Osterbind

Some solutions – alternate PINs:Alternate pins are assigned by the IT department prior to advisement each term.Alternate pins are also assigned in Admission as p gapplications are processed once advisement begins. We have rolling admission.Athletes are assigned a non-random pin using a single digit repeated be easily identify them.

Kelly Osterbind

RandomAlternatePINPIN

Kelly Osterbind

AthleteAlternate PIN

Kelly Osterbind

Alternate PINS continued…Alternate pins are removed by department secretaries after students meet with advisers. O d i iOr- department secretaries give out alternate pins- (strongly discouraged option) after advisement.Alternate pins are given to special populations to allow early registration.

Kelly Osterbind

Alternate PIN-provide to student or removed:

Kelly Osterbind

Time ticketing:We use priority based on level (graduate or undergraduate) combined with the alternate pin to allow registration at a pace that ourpin to allow registration at a pace that our student information system can support.Special populations register a day early, registration opens for graduate students and then all other populations in half day intervals based on earned hours.

The established groups Group controls

Priority Registration

Kelly Osterbind

Kelly Osterbind

Still, we had problems…Athletes could use their pin to drop below full-time. CEPS would not remove pins. Students forgot the pin months later when they wanted to drop.People just angry that we changed systems.

Some solutions…We now assign random pins to athletes after the last day to register. This kept them from dropping classes (clearly this does away

Kelly Osterbind

dropping classes. (clearly- this does away with the advantage of a visible pin)Lots and lots of education…In print media, as handouts, as flyers in lectures.Positive attitude.

Helen B. Garrett

Lane Community College, Eugene, Oregon2nd Largest Oregon g gCommunity CollegeVanguard Institution36,000+headcount, 12,900 FTE

Helen Garrett

Customer Service Database – Using Microsoft Access

We needed a way forour front line phone and counter staff to “ticket” items for the back areas to review,manage, and provide feedback.

Helen Garrett

Customer Service Database

We needed a way for

Helen Garrett

Customer Service Database

Staff can see what has been resolved or is still outstanding.

Manager can track how quickly students are being responded toand by whom.

Helen Garrett

On-line Student Information Release Tool– Using Banner Web for Student

Students may only request a confidentiality indicator and/or provide password by logging into ExpressLane.

Helen Garrett

On-line Student Information Release Tool– Using Banner Web for Student

Automatically loads into Banner in SGASTDN

Reta Pikowsky

Georgia Institute of Technology is public, located in Atlanta, GA, Locations in Savannah, GA, Metz, France, research facility in IrelandR h i t i i tit tiResearch intensive institution offering BS, MS, and PhD degreesFall 2009 headcount=20,291

UG students = 13,515GRAD students = 6,776International students = 3,758

Steady enrollment growth in recent years

Reta Pikowsky

• Institute Curriculum Committees Web Site• Registrar’s Office and Provost’s Office were swimming

in a sea of paper• Went live in Spring 2006• On-going refinements and improvements• Work with Provost’s Office on proper documentation for

Board of Regents and SACS• We no longer make copies of proposals for meetings• Size of room and ability to project has been an issue• Committee members seem to be adapting to looking at

proposals in advance

Reta Pikowsky

Our ICC web site provides a way for academic units to submitto submit curriculum change proposals in a more efficient way.

Reta Pikowsky

Electronic submission of documents is helpful in preparing minutes and tracking and researching proposals. Also saves paper and time.

Reta Pikowsky

• Convenient communication tool:• [email protected]

• General email address is very accessible• Used very heavily by all members of the campus

icommunity

• Part of our assessment strategy in that we have received and answered dates and can therefore measure our response time

• Used tools and skills already at our disposal to set this up

Reta Pikowsky

Reta Pikowsky

• We use Thunderbird email.• We use the "tag" option to color code the emails.• Our web developer set this up as a separate box

through Thunderbirdthrough Thunderbird.• Different colors are for different staff.• Once we answer an email, it is placed in the

"Answered" folder. These are saved for about 6 months before our web developer/Tech support guy archives them.

Contact Information

• Carol Harrison, [email protected]• Mark Simpson, [email protected]• Corey Wahl corey wahl@colorado eduCorey Wahl, [email protected]• Kelly Osterbind, [email protected]• Helen Barker Garrett, [email protected]• Reta Pikowsky, [email protected]

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