Good Morning!

1. Good Morning! SAS Project Insight Planning Session

2. SAS Town Hall • Project Insight • March 1, 2006 SAS Project Insight Planning Session

3. Agenda • Introductions and Review – Sheila • SAS Student Constitution and Service Standards - Jim • Enrolment Mgt. New Organization - Kathleen • Student Services New Organization - Jim • E-Strategy New Organization - David • Staff Investment Plan – Colleen • Questions - all SAS Project Insight Planning Session

4. Sheila O’Brien Special Advisor to the President on Student Life JIM DUNSDON Student Services KATHLEEN MASSEY Enrolment Management DAVID JOHNSTON E-Strategy • Wellness (physical, mental, & spiritual) • Services to students with a disability • Services to native students • Services for co-op programs and employment transition • Services to all international students and students going abroad • Orientation • Student life, leadership and engagement • Student Housing • SU/GSA Relations • INTEGRATED SERVICES • Call Centre(voice, email) • First Stop(in-person services) • Virtual Front Counter • Technical Support • “IntelliResponse” • “Student Voice” • CRM system • E-manual • Student recruitment • Undergraduate admission • Registrarial services • Regulatory and academic community support • Student financial assistance & support • Undergraduate academic advising • Classroom services 2 - way communication 2 - way communication SAS Divisional Support financials, human resources and communications SAS Project Insight Planning Session

5. We’re Still on Track! • Feb 3, 14 – Student Services Planning Retreat • Feb 21 – Enrolment/Registration Planning Retreat • Roll out of final org design: March 1, 2006 • Staff Investment Plan finalized March 1, 2006 • Implementation has begun Jim, Kathleen, David, Colleen: Next Step Timelines SAS Project Insight Planning Session

6. SAS Student/Staff Constitution • & • Service Standards SAS Project Insight Planning Session

7. ”If you want to be creative in your university, your career, your life, all it takes is one easy step… the extra one. When you encounter a familiar plan, you just ask one question: What ELSE could we do?”- Dale Dauten with a slight edit by Jim Dunsdon SAS Project Insight Planning Session

8. Student/Staff Constitution • Goal: develop a document that provides SAS with a strong framework to guide our work and our culture • Guided by Project Insight: “What Matters to Staff/Students” and the Academic Plan • Focused on 4 key staff and students values: • Community – develop a community that promotes lifelong citizenship and societal engagement • Development – foster an environment that inspires self-confidence, nurtures personal achievement, and actively connects the student experience and classroom • Diversity – recognize and celebrate the diversity of our campus • Accountability – we are responsible for our actions, learning, development, and the impact we have on others • Developed and reviewed by the Directors in SAS SAS Project Insight Planning Session

9. Student/Staff Constitution • Next Steps… • A copy is available for all staff to review • In the next week you will be meeting with your Directors to discuss (a) points in the document that require clarification and (b) how to make this document ‘real’ for your department • By March 31 SAS Directors will meet to review feedback and discuss implementation across SAS SAS Project Insight Planning Session

10. SAS Service Standards • Purpose: • To create an SAS-wide method to communicate how we will provide “best-in-class” service • To stretch ourselves in the level of service we will commit to – acknowledging a balance between being ambitious and being reasonable SAS Project Insight Planning Session

11. SAS Service Standards • What do Service Standards look like? • It is a tool that identifies: • Type of service (e.g. voicemail) • Response time (e.g. return calls in one business day) • Follow-up that is standard (e.g. always leave an up-to- date message indicating your availability) • Contact person if service is not meeting the service standard SAS Project Insight Planning Session

12. Departments to review document, provide feedback and add additional services offered • Update response times where they are better than indicated • Units will discuss response time challenges – this could result in a resource, process, or notification improvement • SAS Directors will meet prior to review feedback and discuss implementation across SAS Next Steps: (By March 31) SAS Project Insight Planning Session

13. Enrolment Management New Organization SAS Project Insight Planning Session

14. Director of Integrated Services Director of Strategic Marketing Director of Recruitment and Admissions Director of Student Awards and Financial Aid Associate Registrar: Planning and Systems Associate Registrar: Operations • Team Lead: Training, Documentation & Coordination • Integrated Services (Call Centre and Front Desk – rotating staff): • Team: Service Representatives (plus additional staffing during peak periods – such as greeters) • Manager: Publications and Advertising • Assistant Publications and Advertising • Manager: Events and Conversion Campaigns • Assistant: Events and Campaigns • Student Ambassador Team (on campus tours and events) • Coordinator: ACAT Transfer Credit, Document Imaging, Mail • Records Assistants • Admissions Functional/ Technical expert • International admit team • Assistant Director • Team Leads – Recruitment and Admissions • 4 integrated teams of Officers (Recruit and Admit) • Application Asst • Associate Director • Awards Administrator • Account Coordinator • Senior Awards Coordinator • Student Loans Liaisons • Senior Aid Advisors • Assistant Registrar: Policy and Planning • Enrolment Analyst/Data Analyst • Coordinator: Calendar, Registration Guide and Degree Navigator • Assistant Registrar: Operational Systems • Coordinator: Systems Support • Assistant Registrar: Scheduling, Registration and Convocation • Manager and Functional/ Technical expert: Scheduling • Manager: Convocation • Team: Scheduling, registration and convocation support • Assistant Registrar: Examinations and Grades • Team: Examinations and Grades Assistants • Invigilators (variable) Planned increase of 5 FTE’s over current state NO CHANGE: Undergraduate Programs Office SAS Project Insight Planning Session

15. Enrolment Management New Organization • Major Benefits & Changes • Integrated services (new Integrated Client Services including Fee collection) • More challenging, varied positions; career opportunities for staff • Empowered front line advisors • Introduction of a call centre (centralize all incoming calls, including UPO; use for all outgoing conversion campaigns) • Closes the pre-admission advising gap (welcome centre) • Two Functional/Technical expert support positions established to support transition and sustainment (new PeopleSoft ERP) • Focused on addressing student needs and resolving student problems at first point of contact where possible SAS Project Insight Planning Session

16. Enrolment Management New Organization • Next Steps March: Preparation of new position descriptions & kick-off of Integrated Services Centre Project (Alison Heal will lead) April/May: Leadership positions to be filled first (in April) & Postings/matching people to positions May 31: New teams in place June/July/Aug: Training and orientation to new roles August 15: Target for opening of new, integrated service centre and pre-admission advising (welcome centre) SAS Project Insight Planning Session

17. Student Services New Organization SAS Project Insight Planning Session

18. Alignment of Student Services SAS Project Insight Planning Session

19. Alignment of Student Services • Major Benefits & Changes • Four functional areas • Wellness Services – integrated department focused on providing programs/services to help support development of mind, body, and spirit. • Campus Community – focused on engaging students outside of the classroom in order to support their personal, academic, and social development. • Diversity and Access – continuation of current collaborative efforts between the ISC/Native Centre/DRC to support the institutions commitment to increasing the quality and diversity of the undergraduate student population. • Employment and Career Services – focused on continuing to develop partnership opportunities across campus and the local community in order to provide students with a range of employment related skills and opportunities. SAS Project Insight Planning Session

20. Student Services Next Steps March Hire new Director, Wellness Services Confirm Mission/Mandate for new “Office of the Student Experience” April/May Begin Wellness Centre renovations (Phase I) Hire new Associate Director, Office of the Student Experience SAS Project Insight Planning Session

21. E-Strategy New Organization SAS Project Insight Planning Session

22. SAS Project Insight Planning Session

23. Huh? E-Strategy? • Why Student and Academic Services? E-Strategy at the University of Calgary SAS Project Insight Planning Session

24. “There is an increasing expectation from students to have more technology involved. It's one more tool to be able to do something a little more easily than you could before to engage students.” • Bob Gagne, chief information officer in computing and network services at York University in Toronto. What are IT people saying? SAS Project Insight Planning Session

25. “Technology isn’t perfect. I think all of us realize that, but it can be used to enhance our university experience. It can be a good way of communicating. . . Technology can make a big university seem personal, likes it’s a small community, like its connected to me.” • Jessica, a millennial student, from Educause Review, Sept/Oct 2005 Let’s hear from the students SAS Project Insight Planning Session

26. “We (student affairs professionals) have the opportunity to take leadership in areas that we already excel in and help move the campus dramatically forward. . . We are uniquely qualified to help give voice to students and we also have the skill sets and temperament to assist our faculty and staff colleagues” • Gary Kleeman in ‘Technology in Student Affairs: Supporting Student Learning and Services’ • Winter 2005 And the experts SAS Project Insight Planning Session

27. E-Strategy People: Students, Faculty, Staff, Community E-Support E-Learning E-Services Related Computer Systems PeopleSoft SAS Project Insight Planning Session

28. E-Strategy Organization SAS Project Insight Planning Session

29. The web is of strategic importance It is an indispensable tool for communication and transactions Needs to be nurtured and expanded Needs to be horizontally integrated Development is incremental, over time E-Strategy and Web View SAS Project Insight Planning Session

30. E-Strategy will… • Align Existing Resources(UCIT, External Relations, eMerge, Learning Commons, etc.) • Work together for common purpose towards the three I’s • Integrate • Invent • Innovate What does all this mean? SAS Project Insight Planning Session

31. Organize, manage and utilize technology to enable you (and others) to do your work • Provide students (& staff & faculty) access to services and information in a first class way Key Objectives SAS Project Insight Planning Session

32. Key Strategies • Continued improvement of our Web presence • We will partner with UCIT and External relations to rebuild the U of C Website • We will enhance existing tools • We will implement new tools • We will invent some new things too! SAS Project Insight Planning Session

33. Integrated Fee Payment for students • Call and contact management system • On-line Awards System • Full implementation of InteliResponse • Electronic, searchable “knowledgebase” Look for these projects: SAS Project Insight Planning Session

34. A technology shift has happened • The distinction between academic and administrative services has blurred • We are going to be a leader in how we manage this relationship E-Strategy at U of C means… SAS Project Insight Planning Session

35. SAS Project Insight Planning Session

36. Staff Investment Plan SAS Project Insight Planning Session

37. Staff Investment Plan • Objectives: • Position SAS training initiatives as best-in-class • Provide a framework and tools for orientation, training and development • Enable SAS to retain the required talent to meet specific organizational objectives • Enhance the student experience through well informed, trained and satisfied staff SAS Project Insight Planning Session

38. Staff Investment Plan • Features: • Service Training & Orientation • Personal & Professional Development Series (PDRC) • Career Development Tools • Job Specific Training Plans • Technology Training Plans • Change Management, Team Building & Leadership Development SAS Project Insight Planning Session

39. Staff Investment Plan • Timeline: • March – May:Development of leading edge Service Training & Orientation program • May: Launch Personal & Professional Development Series (PDRC) • June – Aug: All staff complete the new Service Training & Orientation Program • Ongoing: Job Specific Training • Technology Training Plans • Career Development Tools • Change Management, Team Building & Leadership Development SAS Project Insight Planning Session

40. SAS Project Insight Planning Session

41. Questions? SAS Project Insight Planning Session