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OneStop Student Services

OneStop Student Services. Shaped by our Catholic Benedictine heritage, CSS provides intellectual and moral preparation for responsible living and meaningful work . What is OneStop Student Services ?.

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OneStop Student Services

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  1. OneStop Student Services

  2. Shaped by our Catholic Benedictine heritage, CSS provides intellectual and moral preparation for responsible living and meaningful work.

  3. What is OneStop Student Services? OneStop Student Services delivers a seamless process to all students, allowing them to self-manage the business of being a student. OneStop is staffed by professional counselors who are cross-trained in financial aid, registrar and student accounts. The majority of transactions can be accomplished electronically at the OneStop page of the College’s Luminus portal (Cor) Students who need personalized attention have options to contact OneStop counselors via phone, email or in person at the College’s OneStop office located on the Duluth campus.

  4. Envisioning the Model • Students have changed • Traditional silo model • Student concerns • Student expectations • Strategic priority

  5. Our Students Have Changed

  6. The Traditional Silo Model

  7. Serving a Changing Population • Growing segment of student population enrolled in on-line, accelerated learning and graduate programs • Students reported feeling disconnected • Physical services not accessible • Need for extended service hours • Variations in business processes

  8. Students • Expressed Concerns • Unsure where to go • Run around • Spending too much time on business matters • Difficulty navigating processes • Large segment of student population felt disconnected • Defined Expectations • Flexibility • Convenience • Clarity • Current with evolving technologies

  9. Strategic Priority • 2010-11 College strategic priority • Support from Presidents Staff • Addresses the needs of the projected growth of the online student population • Process Improvement

  10. Project Timeline • Summer, 2010 – Task Force formed • October, 2010 – Consultant visit • December, 2010 – Project leadership and working subcommittees identified • May, 2011 – Launched a Virtual website (interim) • July, 2011 – OneStop counselors hired • August, 2011 – Launched the portal - OneStop page • January, 2012 – Physical OneStop location opened

  11. Task Force • Representatives • Financial Aid • Registrar • Information Technologies • HR • Graduate & Extended Studies • Student Senate • Subcommittees • Communication • Virtual OneStop • Services • Business Process Redesign • Metrics • HR & Staffing • Policy Review • Student Focus Group

  12. Project Goals – Student • Increase student satisfaction • Improve response time – resolve issues in a more timely manner • Expand and enhance online processes and services • Provide more friendly, welcoming physical and virtual environment

  13. Project Goals – Staff • Enhance communication across departments • Manage phone and email communication for standard transactions, freeing up time to focus on more complicated issues • Better utilize staff resources (cross training, flexibility) • Streamline processes, avoid redundancy • Better utilize technology

  14. From Concept to Reality – Building Success • Build the right team • Collaborate • Enhance web-based services • Student portal • Informational website • Review back office processes • Identify technology as a change enabler

  15. Web Based Services • Majority of transactions should be completed via Banner Self Service • Offer intuitive navigation • Increase the number of self service features • Offer 24/7/365 access

  16. Student Portal Web Based Services • OneStop dedicated page in portal • Self service functionality via portal • Single sign on • Targeted content • Flexibility with changes • FAQ’s

  17. Sample Student View

  18. CSS OneStop Website • Designed for prospective students, parents and alumni who don’t have portal access • Migration of departmental web pages • Content control and accuracy • Quick link access • FAQ’s

  19. Process Review • Maximize investment in technology • Transition of responsibilities • Information sharing critical to OneStop success • Back office processing • Function • Process • Banner form • Purpose • Position • Frequency

  20. Process Review led to Technology Efficiencies • Implementation of BDM • Implementation of UC4 • Utilization of National Clearinghouse • Automation of payment plan • Enhancement of online processes – use of cold fusion forms

  21. Challenges • Unclear communication • Timing of processes • Limited resources • Undefined policies

  22. Opportunities • Create a communication strategy • Develop and share a process calendar • Enhance the use of technology • Develop a “dynamic” checklist • Embrace innovation

  23. Take Away / Lessons Learned • Gain support from management • Research best practice • Hire a consultant • Solicit input from students • Communicate / communicate / communicate • Celebrate success • Hire the heart • Understand the student life cycle • Review student processes • Understand institution policies

  24. Questions?Comments?

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