Purdue University Calumet Enrollment Services Center Integrated Service

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Purdue University Calumet Enrollment Services Center Integrated Service Delivery In-person and on the Web

Purdue University Calumet Enrollment Services Center Integrated Service Delivery In-person and on the Web Beth Pellicciotti Assistant Vice Chancellor Academic Affairs Copyright Beth Pellicciotti 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Goals of ESC 2 4 Deliver holistic service 4 Enhance quality of information 4

Goals of ESC 2 4 Deliver holistic service 4 Enhance quality of information 4 Empower students 4 Leverage staff, technology, and physical facilities 4 Avoid creating a "dehumanized" environment 4 Enhance staff career development opportunities 4 Optimize the technological infrastructure

Technology 3 Relational database Cross-training Value added to student

Technology 3 Relational database Cross-training Value added to student

Concept of Self-Service 4 Admissions Student Accounts Student Information System (Banner) Financial Aid Registration

Concept of Self-Service 4 Admissions Student Accounts Student Information System (Banner) Financial Aid Registration Student

5 Technology Progression Self-Service “on-line” Remote access to view data Remote access to update

5 Technology Progression Self-Service “on-line” Remote access to view data Remote access to update data

Websites 6 Registration

Websites 6 Registration

Websites 7 Registration Click on the CRN to see the catalog description

Websites 7 Registration Click on the CRN to see the catalog description

Websites 8 Admissions Live interaction with database prior to or after admission

Websites 8 Admissions Live interaction with database prior to or after admission

PC STAR 9 Financial Aid Most current broadcast message

PC STAR 9 Financial Aid Most current broadcast message

Websites 10 Students can pay on-line with Visa or Master. Card Bursar

Websites 10 Students can pay on-line with Visa or Master. Card Bursar

Websites 11 Payment is posted to the student’s account immediately PC STAR - Account

Websites 11 Payment is posted to the student’s account immediately PC STAR - Account Summary Bursar

Services/Space ? e w Io r o f y f li a o n

Services/Space ? e w Io r o f y f li a o n u a q d c I ? d h i Do a How c l a i u c n a m n W i f w s s a l he c o a p o I r d H o t d e ne st re ? t a h t ar do Wh do ? d a How do I t? e t is t t g i r m ant the d a s t diff and e g I sch eren o d olar ce be How s ? y I pa 12 I How do I get m y ref und? nge a ch s? I s do dre d w Ho my a hips ? my s i Who twe en or? s i v ad

Services/Space 13 4 Migration to “One-Stop” was a space move to combine services 4

Services/Space 13 4 Migration to “One-Stop” was a space move to combine services 4 The Center is “shared” space

Cross-training 14 4 Committee members included clerical and professional staff 431 most commonly asked

Cross-training 14 4 Committee members included clerical and professional staff 431 most commonly asked questions 4 Generalist, Specialist, AOD 4 Continuous, monthly, just-in-time

15 Commonly Asked Questions. 4 Core module of training 4 All departments represented 4

15 Commonly Asked Questions. 4 Core module of training 4 All departments represented 4 Committee identified and prioritized the most frequently asked questions

ESC Staffing 16 The Generalist Role 4 Rotate to the ESC 4 Contribute to

ESC Staffing 16 The Generalist Role 4 Rotate to the ESC 4 Contribute to the “onestop” experience for students 4 Cross-trained staff members from Admissions, Registration, and Financial Aid The Specialist Role 4 Represent their individual departments within the ESC 4 Rotate to the generalist station 4 Have specific duties to perform within their home departments ESC Hours 7: 30 am-6: 30 pm Mon-Thurs. 7: 30 am-4: 30 pm Fri

ESC Support 17 4 ESC Committee 4 Management Team 4 Clerical sub-committee 4 Monthly

ESC Support 17 4 ESC Committee 4 Management Team 4 Clerical sub-committee 4 Monthly Meetings 4 Training Specialist 4 Administrator on Duty

18 Critical Success Factors Ø The staff helped build the training program, which in

18 Critical Success Factors Ø The staff helped build the training program, which in fact gave us the “buy-in” Ø Administrative support across all Divisions Ø The continuous communication link with departments Ø The implementation of the Enrollment Services Center was handled in multiple phases Ø Continuous planning, evaluating, testing, and revisions took place at all phases with all levels of staff input

19 Critical Success Factors cont. Ø Creating WEB services that meet the enrollment needs

19 Critical Success Factors cont. Ø Creating WEB services that meet the enrollment needs of students Ø Making it the norm for employees to instruct or recommend WEB services to students Ø Supporting cross functional planning and project implementation Ø Seeking multiple ways to support cross-trained staff in their new environment

20 Critical Success Factors cont. Ø Sending direct mail every semester to students promoting

20 Critical Success Factors cont. Ø Sending direct mail every semester to students promoting WEB access Ø Asking students for ideas on new WEB services and noting the kinds of questions students ask while waiting in line Ø Piloting all WEB services and implementing the Enrollment Services Center in stages Ø Creating an in-person service delivery in the Enrollment Services Center which focuses on the student

21 Critical Success Factors cont. Ø Maximizing customer service by eliminating phone interruptions at

21 Critical Success Factors cont. Ø Maximizing customer service by eliminating phone interruptions at the front desk Ø Rotating clerical and professional staff to the front desk Ø Forming partnerships with faculty, academic advisors and administrators to communicate the services available

Creators of the ESC Anne Agosto-Severa, Registrar 22 severas@calumet. purdue. edu Mary Ann Bishel,

Creators of the ESC Anne Agosto-Severa, Registrar 22 [email protected] purdue. edu Mary Ann Bishel, Director of Financial Aid & Student Accounts [email protected] purdue. edu Paul Mc. Guinness, Director of Admissions & Recruitment [email protected] purdue. edu Rose Most, now a senior consultant with SCT BANNER Beth Pellicciotti, Asst. Vice Chancellor of Academic Affairs [email protected] purdue. edu

Purdue University Calumet Enrollment Services Center Integrated Service Delivery In-person and on the Web

Purdue University Calumet Enrollment Services Center Integrated Service Delivery In-person and on the Web Beth Pellicciotti Assistant Vice Chancellor Academic Affairs Copyright Beth Pellicciotti 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.