Streamlining the Student Experience: A One-Stop approach to Customer Service

1. Streamlining the Student Experience: A One-Stop approach to Customer Service Alison O’Neal The Ohio State University

2. The Ohio State University Total Enrollment • 49,446 Undergraduates • 13,592 Graduate & Professional Residency • 84% Ohio residents • 16% Non-Ohio residents

3. Financial Aid Stats • Federal Aid • $476 million • Institutional Aid • $446.3 million • State Aid • $11.2 million • Other • $78.4 million FAFSAs Received: 65,306

4. Student Service Center (SSC) Single point of contact providing service for • Office of Student Financial Aid • Office of the University Bursar • Office of the University Registrar “…an integrated financial services office to centralize and simplify business.”

5. Why Students contact the SSC • Financial Aid (scholarships, grants and loans) • Payment Issues (late fees, payment plans, refunds, fee authorizations, etc.) • Consortium Agreements • Appeals (SAP, EFC, Dependency Status) • Residency Reclassification • Transcripts and Records

6. Service Delivery • In-person • Welcome desk • Self-service kiosks • Triage desk • Counseling • Phones • Emails • Secondary services offered • Outreach opportunities • Information sessions for Orientation

7. Why Choose a One-Stop Model? “When students experience the run-around, simple tasks become dreaded obstacles.” -Committee on the Undergraduate Experience, 1995

8. Why Choose a One-Stop Model? “Only God can find his way through the Bureaucracy of Ohio State.” -Committee on Financial Services, 2000

9. OSU’s Goal for the One-Stop Model “A one-stop shop approach would provide a consistent level of services to students whether in person, on the web, or on the phone.’ -Seamless Financial Services Committee, 2005

10. Organizational Structure

11. Evolution of the SSC • Move to new • building Semester conversion SSC reorganization Scorecards introduced Student Information System launched • SIS upgrade kick-off

12. 2013 and Beyond • Transformation of the Student Experience • Phone System Upgrade • Mobile app • Parental Access • Electronic Document Submission • Email & Queue Management • Expanded use of Student Employees

13. Measuring Success • Current Assessments • Content quality of phone and email interactions • Wait/response times • Future Assessments • Knowledge assessments • Service Level • First Contact Resolution • Customer Satisfaction

14. Quality Assessment

15. Challenges Employees • Training • Training • More Training • Career Progression • Salaries/budgeting

16. Challenges Operations • Business Cycles (lack of downtime) • Managing Peaks • SSC responded to 24,889 inquiries during August 2013 • Impact to SSC service levels • Processing • Communications • Running a call center • Identity

17. Contemplating a One-Stop? • Define the scope of service clearly • Stakeholder Analysis – how will offices work together • Plan for staff training • What tools do you need to be successful? • Understand the needs of students and families • How will processes flow?

18. Great Things to Celebrate! • Fantastic team of dedicated staff • Improved Service to Students • Strong support from stakeholder offices • Commitment to placing students first • Constant and on-going progress within our first 4 years!

19. Questions? Thank you for attending. Go Bucks!