Developing and Providing Integrated Student Services:

One Stop Student Services

Presented by: Jenni Peterson, Assistant Director, One Stop Student Services and University Veterans Services, University of MinnesotaPresentation Courtesy of: Julie Selander, Director, One Stop Student Services and University Veterans Services, University of Minnesota

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Presentation Outline

• Strategic vision stage

• Planning stage

• Implementation stage

• Continuous improvement stage

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Strategic Vison Stage

• What problem are you trying to solve?

• What are the potential costs/benefits?

• Who needs to be involved?• What should we focus on first?

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What problems are you trying to solve?

• Reduce runaround?• Fewer student complaints?• Better use of staff resources?• Better streamlined services?• Faster service for students?• More knowledgeable staff?• Move students online instead of in

line?

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What are the potential costs and benefits?• Potential financial costs:

– Remodeling– Technology– Staff

• Potential benefits:– More satisfied students and staff– Increased retention & improved

graduation rates– Increased efficiencies– Streamlined delivery of services

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Who needs to be involved?

• What offices and staff?• Which leaders?• Who are the stakeholders?• Who is on the implementation

team?• Who is on the training team?• Do you have executive sponsorship

and support?

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What units should be integrated?

• Financial aid?• Billing?• Bursar?• Student Accounts Receivable?• Registrar?• Student Records?• Admissions?• Campus Card?• Housing?• ???

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Service Integration• Organizational: Can we integrate organizationally

to reduce service silos?

• Physical: How can we improve how students receive service in our offices? How can we make it more student friendly and accessible?

• Virtual: What online self-services and web applications do students want? Can we implement a virtual “one stop” by consolidating information from various offices?

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The Planning Stage

• You’ve created a vision – now you need to document a strategic plan.

• Keep the end goal in mind

• Involve students and staff

• Create a mission statement

• Document your critical success factors

• Determine the budget

• Provide on-going communications

• Build enthusiasm

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Implementation Stage

• Considerations:

• Staffing

• Training

• Technology

• Branding

• Communications

• Physical/Virtual Presence

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Implementation Case Study: University of Minnesota, Twin Cities

What problem were we trying to solve?

Student survey showed:• Strong dissatisfaction with service• Student runaround required for services• Lack of teamwork among offices• Perception of uncaring staff

We also wanted to improve retention and graduation rates.

Silo-based service commonin higher education

Result = Runaround and unhappy students

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Modes of Service Delivery

Customer Service

Web, Portal, Social Media

E-mailIn-person

Phone

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Developing Self Services• Registration• View/update hospitalization information• View classes• View and pay bill• View grades• View financial aid application/awards• View holds• Parent/Guest access• Change privacy settings• Parking• Transcripts• Housing• View/change addresses• Forms on-line• View advisor information• View degree audit• View/update personal • information• View student account• Scholarships Search• Graduation Planner• Direct Deposit update

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Outcomes from Self-service• General questions/concerns resolved online

• Complex problems need personal attention

• Staff need wealth of knowledge to resolve problems

• Skills/experience in communication, education, psychology, business, etc.

• Need to establish professional relationships with campus offices to solve complicated problems

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The University of Minnesota ModelGoal: To provide integrated services for

registration, financial aid, and billing in three locations

Steps:• Redesigned our business practices and

cross-trained staff to handle problems from start to finish

• Increased the level of access for staff• Provided technology and tools to support

the change• Allowed staff to make more independent

decisions and apply professional judgment

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One Stop Student Services Mission Statement

• To provide quality and professional service in the areas of enrollment, financial aid, billing and payment to support students’ academic and financial objectives.

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Organizational Chart

Director

Associate Director

Asst. Director

West Bank

Sr. Counselor(1)

Counselor(2)

STSS

Counselor(2)

Counselor/Student Supervisor

(1)

Asst. Director

STSSSr.

Counselor(1)Counselor(4)

Asst. Director

STSS/UVS

VA Student Coord.(4)

STSS

Sr. Counselor(2)

VA Coord.Counselor(3)

Counselor(1)

Asst. Director

STSS

Sr. Counselor(1)

Counselor(4)

St. Paul

Counselor(1)

Sr. Counselor

(1)

Asst. Director

STSS

Counselor/Student Supervisor(1)

Sr. Counselor(1)

Counselor(3)

Executive Asst.

STSS

Student Asst.(6)

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Developed Cross-Functional Training Program

• Assessed the required training needed and developed an intensive 10 week program for staff to become proficient.

• Developed modules across functional areas: Admissions, Registrar, Financial Aid, and Student Accounts/Billing

• Provided student centric training

• Training process: classroom training, mentor training, reading comprehension, hands-on learning

• Incorporated HR training

• On-going refresher training

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Challenges

• Multiple locations

• Staffing peak periods

• Multiple projects/priorities

• Communications to students

• Different office cultures

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Critical Success Factors

• Hire the right people to work for you and represent your organization

• Develop a cross-functional training curriculum – bring in the experts!

• Provide refresher training

• Analyze FAQs and processes after peak periods

• Provide variety for staff by rotating tasks: in-person service, telephones, e-mail, projects, committee work, and outreach

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Continuous Improvement “Stage”

• Developing service standards• Measuring success• Obtain customer feedback• Review frequently asked questions• Involve staff & collaborate with other

offices• Monitoring staff performance• Refresher training• Outreach

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Customer Services Standards

• Knowledgeable– Understand and accurately explain procedures/policies.– Verify student’s name/ID and look at student’s record even if

their questions appear simple.• Efficient

– Be comprehensive by looking at all aspects of the student’s record

– Verify all issues have been resolved• Empathetic

– Actively listen and be patient with customers– Be realistic, but positive

• Friendly– Introduce yourself during phone calls and welcome students

to the counter– Use a calm, reassuring tone and make eye contact

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Measuring Success

• Point of service comment cards

• Online comment cards

• Quantity/quality of compliments

• Web usability testing

• Tracking problems & resolutions

• Surveys: students, customers, veterans

• Focus groups

• Student Advisory Committee

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Science Teaching and Student Services

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One Stop Student Services Center

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One Stop Student Services Center

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10 self-service computers & queuing screen

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Check-in Kiosk

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Customer Relations Management(CRM)

• Contact management• Case management• Workflow and escalations• Email management and templates• Knowledge base enhancements• Database consolidations (comment cards, Ask

One Stop, outreach, tuition refund appeals)• Enhanced reporting and statistics• New survey capabilities• New methods for internal communication

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Future Plans for One Stop

• Portal upgrade

• Form tracking online for students

• Mobile web enhancements

• Continue to improve student services for veterans

• Continue to provide outreach and financial literacy

• Continue exploring ways to increase efficiencies, effectiveness, and student satisfaction

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Lessons Learned

• Base pay was below salary market

• Flat organizational structure

• Be aware of office culture adjustments

• Requires on-going relationship with Financial Aid Director and Registrar

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Variety of One Stop ModelsCommon Themes

• Redesigned processes

• Customer centered

• Institution-wide project

• Cross-functional teams

• Self service and web-based

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Student Reactions

• “Excellent service, not only did you take care of the problem, you took care of me as well.”

• “The staff here are great, pleasant and go the extra mile.”

• “You say “no” in such a nice and informative way.”

• “You all know so much. How do you do it? You must be in training all the time! You guys should run the federal government.”

• “You could give some stores a few lessons on service.”

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One Stop

• A simple concept that provides streamlined service delivery:

– Physically

– Organizationally

– Virtually

• Accessible to all students

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Questions?

Jenni PetersonAssistant Director, One Stop Student

Services & University Veterans Services

University of MinnesotaPhone: 612-626-1431

e-mail: hoff0489@umn.edu