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Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop Model at Indiana State University. http://youtu.be/bXx3QRMzqOo. Background.

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  1. Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop Model at Indiana State University

  2. http://youtu.be/bXx3QRMzqOo

  3. Background 1. Identify core service offices 2. Establish champion team 3. Identify/develop and offer training 4. Develop virtual Sycamore Express websites

  4. Background 5. Establish physical Sycamore Express customer service one-stop sites 6. Enhance the availability of e-services7. Continually market available services8. Perform assessment and analysis Show website

  5. Leadership Team Weekly meetings Cross unit collaboration It’s like Vegas Creating a culture of service and personal accountability

  6. It all starts with the STAFF Disney Institute Three day program for Champion team One day session for all staff in core offices Bumping the lamp http://www.youtube.com/watch?v=_EUPwsD64GI Sycamore Service created by HR

  7. Personal Accountability Service team Supplemental training Communication

  8. Assessment

  9. Satisfaction Survey

  10. Website Overview

  11. Website Overview

  12. Training Survey

  13. Explore a one-stop on your campus Indiana State University, Sycamore Express University of Minnesota, One Stop University of Cincinnati, One Stop Center Can it work for you? Obstacles you may encounter

  14. Where do we go from here? • Admissions and recruitment was meant to be separate – does it need to be? • Redesign website to include content from key offices • What is the next big thing? What do our students want/need? • Sycamoreology

  15. Ann Malloy, Assistant Director of Admissions ann.malloy@indstate.edu Melissa Hughes, Director of Admissions Melissa.hughes@indstate.edu

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