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Workflow Models for Admissions A Case Study of Two Institutions

Workflow Models for Admissions A Case Study of Two Institutions. Dorinda Harmon College of Charleston Susan Blake Kennesaw State University. Workflow Models for Admissions Case Study – Kennesaw State University. Using Electronic Data Management Tools For More Effective

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Workflow Models for Admissions A Case Study of Two Institutions

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  1. Workflow Models for AdmissionsA Case Study of Two Institutions • Dorinda Harmon College of Charleston • Susan Blake Kennesaw State University

  2. Workflow Models for AdmissionsCase Study – Kennesaw State University Using Electronic Data Management Tools For More Effective Enrollment Management through WORKFLOW Susan Blake Associate Dean for University Admissions & Enrollment Services Kennesaw State University SACRAO 2008

  3. Kennesaw State University Profile • Public • 20,000 enrollment • 3rd largest institution in Georgia • 2000 residents on campus • 20 miles north of Atlanta • Banner SIS • Division of Student Success and Enrollment Services (Admissions, Registrar, Financial Aid, Testing, Orientation)

  4. What is Workflow? • Dictionary.com: work·flow- [wurk-floh] noun - the flow or amount of work to and from an office, department, or employee. • Generically, workflow is the flow of all work, electronic or manual. • In our work environment today, the more automated our workflow, the more efficient we become. We are now operating in The Digital Office, meaning much of what we work with is available in electronic form; readable and manipulated by computer.

  5. Workflow E-samples - Moving through the funnel Suspect Search, mail blast, email blasts, non-applied test scores Prospect Ebrochure, electronic prospect management, email, telecenter Applicant Web application, electronic downloads, imaging, electronic workflow, communication flow, web FA application Accepted Electronic workflow, communication flow, online testing/orientation Enrolled Web course search, registration, new course blasts, payment blasts

  6. The Digital Front Office • We use electronic functions for the front office such as transactional web-based tools: Web applications Status check E-brochures Web registration Chat Email Phone blasts etc…

  7. Our Focus – The Digital Back Office • Electronic Download of data – applications, test scores, transcripts • Imaging of credentials • Electronic workflow of applications, test scores, transcripts, communications

  8. Goal of the Digital Back Office • The ability to process in a timely fashion is as pivotal to successful marketing as other endeavors. • Operations included are document collections, sorting, matching, data entry, folder building/routing, retrieval of information, evaluations to reach decisions and timely notifications.

  9. Goal of the Digital Back Office • Funnel: Efficient production and turnaround time are key in moving a prospect to applicant, applicant to admitted, admitted to deposit and deposited to registered student. • Necessary in this process is the layering of a continual barrage of communications and providing fingertip access by prospects/applicants to 24/7 information

  10. Robust Operation For KSU, this journey began with the implementation of imaging in 1999. Fundamentally, imaging has evolved to produce a more robust Enrollment Management function, workflow, which has enhanced a range of support services.

  11. Workflow at KSU Operators have inboxes, designated by role Applications • Text file automatically downloaded into Banner • HTM image automatically pushed into individual image file, then ‘refreshed’ to operator inbox • Operator validates information in SIS, determines if decision is possible • If decision is possible, enters decision in SIS and letter is generated • Automated email in 2 days

  12. Workflow at KSU Paper Documents • Clerks open and prepare for imaging department • Imaging personnel match to or create person in SIS • Scan and index document to individuals electronic folder • ‘Refresh’ to operator • Operator validates information in SIS, determines if decision is possible • If decision is possible, enters decision in SIS and letter is generated

  13. Workflow at KSU Electronic Documents • HTM or PDF image automatically pushed into individual image file, then ‘refreshed’ to operator inbox • Operator validates information in SIS, determines if decision is possible • If decision is possible, enters decision in SIS and letter is generated

  14. Workflow at KSU Test Scores • Text file automatically downloaded into Banner • Report generated and files refreshed into operators inbox • Operator validates information in SIS, determines if decision is possible • If decision is possible, enters decision in SIS and letter is generated

  15. Workflow at KSU Generated Letters • Word document automatically downloaded into applicants electronic folder • Letter printed and given to counselor • Counselor reviews letter against imaged docs for accuracy • Corrections made if needed • Letter mailed to applicant • Automated email in 2 days

  16. What to do with Paper? • Application – no paper, just image • Decision Letters – no paper, just image • Test scores – no paper, just in SIS and notepad in imaging • Electronic documents – no paper, just image • Paper credentials – filed by date received, alpha order & kept six months

  17. Getting Started … • Product – • Enterprise/division/office • Selection based on your goals, budget, regulations • Vendor purchase or internal development • Open ended architecture, customizable • Place – • Centralized or decentralized • Dedicated area/multifunctional areas • Purchase – • The right equipment to support your new product and process

  18. Dual Screen monitors used to view imaging and access the SIS

  19. Getting Started … • Prioritize – • How to step into the process, walk then run ex: archival imaging electronic downloads into Banner & Imaging freshman workflow transfer workflow remaining workflow • Know the product, training will increase comfort, buy-in

  20. Getting Started … • Personnel – • Don’t expect to downsize • Technology takes people • A new breed - hybrids • Blends business practice knowledge with technical knowledge & skill • Practices – • Set specific business practices such as where to date stamp, color of ink used, staples removed, etc.

  21. Getting Started … • Processes – • Moving into workflow, you must map out your processes and re-evaluate how business is done • Production – • Once using workflow, continue to re-evaluate your processes and hone • Permanence – • Forget it! Change is guaranteed

  22. Workflow is Customer Service Operationally, Electronic Data Management focuses on processing application data and other supporting data, which in turn supports customer service and positively impacts conversion rates

  23. Workflow Effect at KSU Convergence of Technologies First Relief Felt 2005-2006 (Backlog & Volume Tamed) • Data input into Banner for web confirmation • Students notified earlier of credentials needed • Electronic files reviewed and completed sooner • Decisions made and communicated earlier to applicants, supporting housing, testing, orientation, advising • Added value to customer service by our ability to instantly access electronic files for processing and counseling

  24. Electronic Management Across the Campus Beyond the Office of University Admissions Imaging is used: Registrar Graduate Admissions Academic Advising Health Clinic Orientation/Counseling Financial Aid Academic Affairs Human Resources International Admissions (over 350 users across campus)

  25. Workflow for Enrollment Management Questions? Susan Blake sblake@kennesaw.edu Vendor Contact Nolij Corp. (Imaging and Data Push) www.nolijcorp.com general@nolijcorp.com (888) 818-6654

  26. Who is Driving the Bus? Where is it Going? • Annual Cycle of Incoming • Clear Expectations of Producing Decisions • Physical Locations • WorkFlow Plans • Trained Staff • Obtain Resources

  27. Who is Driving the Bus? Where is it Going? • CollegeNet • Degree Applications • FRED • Notations • RP • Custom Tabs • SIS • Data Flow

  28. Who is Driving the Bus? Where is it Going? • Electronic DocumentsArrive and are Filed • Applications • Guidance Documents • Transcripts • Peripheral Documents • Emails • Student File Created in FRED

  29. Who is Driving the Bus? Where is it Going? • Paper Documents Arrive • Scanned • Data Entered Manually • Filed by Alpha by Term • Strays • Scanned • Manual Abeyance File by Alpha

  30. Who is Driving the Bus? Where is it Going? • Electronic Data Flow • SIS to R+ • Counselor Decisions • FRED R+ SIS • In Office Remote Access • Reports and Data Analysis • R+ • FRED Assignments

  31. Who is Driving the Bus? Where is it Going? Paper Documents Retained One Year or Until QC Alpha by Term Enrolled Not Enrolled

  32. Who is Driving the Bus? Where is it Going? • Issues • Physical Layout and Space • Staff Cross-training and Turnover • Sophistication of Process for Counselors • Constituent Expectations of Immediacy • Programming Handled by IT

  33. Who is Driving the Bus? Where is it Going? • Wish List • All Programs Readily Interface • All Tools User Friendly • All Staff Fully Trained and Happy • All Information Arrived Electronically • Physical Space Conducive to Work Flow

  34. Who is Driving the Bus? Where is it Going? Dorinda Harmon Director, Transfer and Adult Student Admissions College of Charleston SACRAO 2008 harmond@cofc.edu

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