One-Stop Student Services Integrated Student Services Bob Putich Western Washington University
WELCOME Where do we all stand? Full One Stop Center Modified Version of a One Stop Taking Steps Towards Implementing a One Stop Taking Steps; but Gave-Up Dreamed of One Stop but Cannot Get Started Never Heard of a One Stop, Isn t this Payment Workshop
One Stop Agenda What is it, How do I Know if I Need One WWU Case Study Unique Issues Led to Compromise Where we are Today Training, Training, Training Comments from Successful Operations Questions & Comments
Why One Stop? Student Focus Meet Student Current Expectations Competing Against Amazon, Google, i-tunes, Apple, Zappos Re-authenticate on each new page Tell their story again in each office Students Shuffled Between Multiple Offices Answers/Solutions Inconsistent
Why One Stop? Business Focus Spend $$$ on Integrated Information Systems Do More with What You Have/Less Do it Better Be More Efficient Be More Creative Extensive use of ecommerce Web Payment/Wire Transfer
WWU Example: Western Washington University 15,000 Students 5 Campuses 12,000 on Main Campus 650 Grad Students 160 Academic Programs 84% Retention, 70% Graduation Rate Banner CASHNet
WWU Example: Me What About Bob?
WWU Example: Years ago Silo mentality worked
WWU Example: But then we grew!
WWU Example: And we grew some more!
WWU Example: Until we finally restructured!
WWU Organization Before One Stop Business and Financial Affairs Facilities HR Student Accounts General Receivables Perkins Loans Collections Cashier Public Safety Student Affairs Student Outreach University Residences Financial Aid Registrar Student Health Athletics Admissions Enrollment Planning
WWU Organization Before One Stop Business and Financial Affairs Student Affairs Facilities HR Student Accounts Financial Aid General Receivables Perkins Loans Collections Cashier Student Outreach University Residences Registrar Student Health Athletics Admissions Public Safety Enrollment Planning
The Student Business Office Student Shuffle
WWU Organization Before One Stop 5+ Business Offices 6 Staffed Customer Service Centers Trained by 8 or more Supervisors at least 8 Directors - 2 or more VPs Transcripts (Reg SA CSH Reg) Where s my Refund? (FA SA FA SA, )
WWU Organization Before One Stop Staff Perspective Full Control Accurate Information Processes (simplified, streamlined) Staff Levels and Training Quality of Service Change Processes as Needed (never needed) Chain of Command
WWU Organization Before One Stop Student Perspective No one wants to help me I waited 30 minutes to be told You need to go to this office and do something, then come back This office says one thing, that office told me something else. No one knows what s going on. Students didn t know the 8 Directors, they thought one person was in charge.
WWU Organization The Process Attend a Conference Assess your Needs and Develop Plan Campus Champion VP or Chancellor Share my Vision develop campus wide buy-in Involve stakeholders Implement Communication Training Communicate & Train some more
WWU Organization The Process Attend a Conference Assess your Needs and Develop Plan Campus Champion VP or Chancellor Share my Vision develop campus wide buy-in Involve stakeholders Implement Communication Training Communicate & Train some more
WWU Organization Planning Failing to plan, is planning to fail Benjamin Franklin He who Fails to plan, is planning to fail Winston Churchill
WWU Organization Planning BP Gulf Spill
WWU Organization Planning Carnival Cruise
WWU Organization Planning SS MINNOW
WWU Organization The Process Attend a Conference Assess your Needs and Develop Plan Campus Champion VP or Chancellor Share my Vision develop campus wide buy-in Involve stakeholders Implement Communication Training Communicate & Train some more
WWU Organization Planning Understanding our Clients Expectations Traditional Freshmen & Returning Students Transfer Students International Students Returning Adults / Professional Graduate Students Parent, Grandparents, Rich Uncles Third Party Sponsors
WWU Organization Planning Understanding our Clients Expectations Accessing Information / Performing Transactions Banking Making a Purchase Travel Arrangements Researching Products / Services Communicating / Complaining
WWU Organization Planning Understanding our Processes Student Perspective Pain Points BPA Process Mapping Review Org Structure Use of Technology Physical Space Resources Best use of Staff
WWU Organization Planning Understanding our Staffing Needs Routine Transactions become Automated Move to Unusual or Problematic Situations More Cross Functional Issue Resolution New Skill Sets (generalist, specialist) Change Management / Anxieties Training, Training, Training
WWU Organization Planning One-Stop Staff Generalists: Broad Knowledge Students, Parents, Others Communication Skills Home-Office Staff Specialists: Deep Subject Knowledge Systems, Information, Support Escalated Specific Issues
WWU Organization Before One Stop Attend a Conference Campus Champion VP or Chancellor Share my Vision develop campus wide buy-in
WWU Organization Before One Stop Attend a Conference Campus Champion VP or Chancellor Share my Vision develop campus wide buy-in Feedback Great idea, right stuff, not right time. Someone already tried that they don t work here any longer. Good luck with that!
WWU Organization Before One Stop The Compromise Homonym: Compromise and Tricked-ya
WWU Organization Before One Stop Business and Financial Affairs Facilities HR Student Accounts General Receivables Perkins Loans Collections Cashier Public Safety Student Affairs Student Outreach University Residences Financial Aid Registrar Student Health Athletics Admissions Enrollment Planning
The Student Business Office Student Accounts General Receivables Perkins Loans Collections Cashier
The Student Business Office Getting Started Merged Customer Service Departments in BFA Created NEW Concept, NEW Office, NEW Staff Positions Developed TRUST Relationship with Home Offices Invited to Home Office Staff Meetings to Share Substitute SBO SME s for me at the Meetings
The Student Business Office Getting Started Move Services Online (transactions, payments, orders) transcripts, meal plan changes, card office Registration Online Financial Aid- All Electronic except New Students Prom notes, emergency loans, required form, award acceptance Student Accounts payments, FERPA, authorized account users, refunds Great new FAQs
The Student Business Office What do we do Phone (one main customer service line) Email explain online process, review charges, confirm information same as phone, electronic signature, outbound communication Face-to-Face Same as phone, accept all payments, special/unique issues Lesson Learned: Continuously Update FAQs Online should be Intuitive
Customer vs. Client Mindset Customer Recipient of Products or Services in Exchange for Money Typically Visits a Retail Establishment Client Qualitative Relationship with Professionally Skilled Provider of Intangible Commodities Easily Receive Services Without being Physically Present at the Place of Business
The Student Business Office Staff Morale Boosters Without Trying Monthly Birthdays/Special Days Spanish Classes Wellness Program 100% Voted SEOTY Student Employee of the Year High-Level Meeting Invites
One Stop Testimonial University of San Diego Private Liberal arts University 8,300 Students 5,490 Undergraduate 1,525 Grad Students 1,285 Law Students 90% Retention, New High Last Year was-homegrown, now-banner CASHNet
One Stop Testimonial University of San Diego One Stop Student Center Registration, Student Account, FA One Stop customer service Separate Home Office One Stop Portal, One Stop Center Steve Schissler- Director One Stop Student Center More time devoted to mapping processes- student- centric Relationships with home offices require a positive attitude, maturity, and excellent collaboration.
One Stop Testimonial Pepperdine University 7,700 Students 6 U.S. Campuses 6 International 3,200 Undergraduate 3,775 Grad Students 725 Law Students Peoplesoft CASHNet
One Stop Testimonial Pepperdine University One Stop Center Student Accounts, Registrar, Advising Financial Aid is Next Door Answer FA questions, accept documents Accept tuition payments Hung Le- Associate VP/Registrar It s more than a location, it s a philosophy. It s not a should do, it s a must do. It s no longer nice, it s necessary.
One Stop Testimonial Wilkes University 4,800 Students 3 Campuses 2,300 Undergraduate 2,500 Grad Students Banner TouchNet
One Stop Testimonial Wilkes University Student Services Center Implemented 2006 Re-implemented 2008 Services Integrated Financial Aid Registrar Cashier Customer Service Admissions Processing
One Stop Testimonial Wilkes University Student Services Center One Stop Portal One Stop Center 18 Staff Janine Becker, Executive Director SSC Give it adequate time, about 18 months. Staff goes up before it goes down.
One Stop Testimonial Johnson County Community College 21,500 Students 1 Campus 21,500 Undergraduate Student Success Center Implemented 2000
One Stop Testimonial Johnson County Community College Student Success Center Services Integrated Total Intake and Advising Center One Stop Portal and One Stop Center 13 Generalists and Associated Specialist Dennis Day, Vice President, Student Success & Engagement It s all about the sharing of services to make the experience better for the students. Be flexible.
One Stop One Last Thought American Idol Great Show Good Personal Stories Quality Singing 4 Celebrity Judges 1 Winner Very Popular Great ratings for years Visualize: Your Student Services Office is American Idol
One Stop One Last Thought The Voice Great Show Good Personal Stories Quality Singing 4 Celebrity Judges 1 Winner Steeling the Ratings NEW Technology The Chairs Turn Around!!
One Stop Recap Meet the Needs of Todays Student Continue to Improve Processes Communications Accessibility - FAQ s Training Training - Training Embrace Change Continue to Solicit Feedback Surveys Email Facebook Twitter Watch Student Blogs Poll Your Staff (Start, Stop, Continue) Track Things You Can Wait Times Traffic Volume Website - Feedback
One Stop References Hung Le- Assoc. VP/Registrar, Pepperdine University Steve Schissler- Director One Stop Center, University od San Diego Janine Becker- Director Student Services Center, Wilkes University Larry Lesick- VP Enrollment Management, Ohio Northern University Rick Weems- Director of Financial Aid, Southern Oregon University Dennis Day- VP Student Success and Engagement, Johnson County CC Darran Fernandez- Director Enrollment Services, University of British Columbia Julie Selander- Director of One Stop Student Services, University of Minnesota
Questions? or Comments Bob Putich Western Washington University bob.putich@wwu.edu 360-650-2865 One Stop 2.0 Julie Selander University of Minnesota 3:30 4:30