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Two-Tiered Service:“Intake Plus Expert”

Smart Staffing

AACRAO 2010AVP Susan LeighDePaul University

Introduction

Susan LeighAssociate Vice PresidentEnrollment Management & MarketingStudent Records and DePaul CentralAssociate ProfessorWoman’s & Gender Studies

Doing More with Less

AGENDA

• DePaul- quick facts for context • Define terms using today

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• Define terms using today• Classic service restructured• Two-Tiered Service Model• Next steps-Contact Center

Where is DePaul?

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About DePaul

Largest Catholic8th largest PrivateUrban Chicago 40% from Chicago25,000 total enrollment65% Undergraduates35% incoming UG first gen in 2009

DPU Staffing

• Number of staff =1541 FT/ 264 PT

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• Number of faculty = 910 FT/ 906 PT• EM&M staff = over 250• Student Records staff = 32

Student Records Today

Registration (appts, rosters, grading)Reporting (transcripts, diplomas, etc.)

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Degree ConferralDegree Progress (Audit)PlacementImmunizationIntegrated Student Service (One Stop)

SR Org Chart

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Defining Terms: Two-Tiered Service

Intake = First contact with students

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Expert = Transactional processor

Two-Tiered = Intake to Expert when necessary

Defining Terms: Two-Tiered Service

Channel = front desk email phone chat

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Channel = front desk, email, phone, chat

Integrated = across offices or divisions

Seamless = silos not visible

Defining Terms: Two-Tiered Phone

Phone Queue = One number, many staff

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Agent = Staff answering phones

VoIP = Voice over Internet Protocol

Virtual location = VoIP Queue

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Historical Registrar’s Offices

Experts, clericals & student workersEveryone performs “service”Peak times become chaoticPhones, email, desk- somebody waits!

DPU Registrar’s Office-2001

Classic Registrar’s configuration

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Classic Registrar s configurationEveryone helped with all tasksDemand-driven workflowStudent workers backfilled peaks“Very busy” with waiting lines at times

Vicious Cycle

No time to retrieve data

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to prove inefficiencies….

Simply too busy!

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Service Circles

Transcripts

Policy

Graduation

Verifications

Student Service

Registration

Staff

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Academic Resource Center-2002

Restructured Registrar’s org chartBegan Intake Front Desk Model

Developed “warm” transfersStudent mentors at Front Desk

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Workflow Restructured

Staff “presented” their transactional workflowProcessing was timed, “busy” defined

Obvious “ah-ha” moments

Basic Business Process Redesign!

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BPR- Pros and ConsPros: Processing gets smarter

Efficiencies are revealed

Discovery: Right person, wrong chairDiscovery: Workflow inequities

Cons: Separate real concerns from fearListen well, plan contingencies

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Workflow Restructured

Created “Tiers” of teams Refined “Intake Specialist”

Separated service from processing

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Service Redirected

arcsupport@depaul.edu staff and facultyarc@depaul.edu students onlyPhone: Main number for all inquiriesBranded “service” on all channels

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New Workflow

Intake Specialist

Expert

Student Request

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Leveraged Technology

System Data Reports:

Help define “busy”Reveal staffing inefficienciesIdentify Self-Service Gaps

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Leveraged Technology

Imaged all paper recordsCreated paperless processesCreated more online services

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Leveraged Technology

Eliminated reasons for students to “come in” or “call”

outsourced verificationstranscript ordering onlinestopped transcript pickupgrades, etc. in student portal

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Service Transformed

Now when they do come in or call…

Something is very wrong!

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Replaced Student Mentors with Staff-2004

• First contact to “Fix” 80% (80-20 rule)• Staff volunteered for front desk• Re-trained as Intake Specialists• Branding service over two campuses

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Separated Intake from Experts-2005

• Separated “front desk” from the “back”• Partitioned the sections!• Skill Based Routing of phone calls began• Two campus locations, same service

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New Circles of Service

SR Processing

ARC Loop ARC LPC

DePaul University – Student Experience

Experience Analysis Conducted by DePaul Information Services

December 13, 2005 v6

Myths vs. Realities: Strategic Opportunities

Eliminate the “Bounce”!Eliminate the Bounce !

– Improve key processes – Improve organizational support– Improve training for support staff– Improve the service model

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One Stop Opened -2006

“DePaul Central” = Fin Aid, Stud Accts, SR

Integrated seamless service No visible “silos”

Intake Service ModelTwo-Tier Intake-Expert

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VoIP Implementation-12/2006

Each office reduced to single numberStaff work 3 queues across campuses

Improved resource management

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Circles of Service Integrate

DePaul Central

Financial AidStudent Records Financial Aid

Payment Center

Integrated One Stop Service

Student Accounts

Student Records

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Servicing One Channel at a Time

“Service is never an interruption-it’s our business.”

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DPCL #2 Opens-2008

Branded service in both locationsBranded service in both locationsDeveloped Certification Training

Last processing staff moved

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Processing Centralized-2008

Student Support Services dedicated floorSR, FA, Admissions &Transfer ProcessingProximity provides new efficiencies

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SR Skill Based Routing

• SR Experts answer staff/facultySRSupport@depaul.edu

I t k S i li t t d t• Intake Specialists answer student dpcl@depaul.edu

• DPCL Intake resolve 72-80% -desk, phone, email and IM/chat

• All questions routed to the “right” person

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Future Plans

DePaul Central Contact Center

One Stop phone service

Contact Center Project

SR, SA and FA- 160,000 calls annually

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Planned integration originally in 2006SR’s number changed to DPCL in 2006Two –Tiered Phone queues in Pilot

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Current Phones- 3 Queues

Most often 2, up to 6 max

Most often 2, up to 12

max

Most often 4, up to 24

max

DPCL Contact Center Vision

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SR2nd Level

All Incoming Traffic

DPCL Queue

Intake Staff

Cross Trained same as Intake at DPCLFront Desk

Answering 60-80% of queries

SA2nd Level

FA2nd Level

Current Two-Tiered Pilot

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All Incoming Traffic

DPCL Queue

Intake Staff

Cross Trained same as Intake at DPCLFront Desk

Answering 60-80% of queries

SR2nd Level

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Two-Tier Service Advantages

1. Works on all service channels 2. Intake works as clearinghouse 3. More first contact resolutions4. Experts freed from interruptions

Remember-

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Real change takes time!

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Questions?

For more information:leave your business card y

or sign in, please

Susan Leighsleigh@depaul.edu