minneapolis, mn october 18-21 masfaa: time to refocus put everything at your e-fingertips: practical...
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MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Put Everything Put Everything at Your E-Fingertips: at Your E-Fingertips:
Practical ideas for creating a comprehensive
electronic student financial aid record
Presented by:
Vickie Crupper & Doug Levy
University of Michigan
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
AgendaAgenda• University of Michigan Financial Aid
Office • Volumes• Service Model
• Service Challenges
• Components of a Comprehensive Electronic Student FA Record
• UM Electronic Student FA Record
• A Few Cool (and cheap) Tools
• Questions, Wrap-Up
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
UM-OFA Annual VolumesUM-OFA Annual Volumes• 20,000 students applied for aid
• 60,000 phone calls were received
• 15,000 walk-in visits occurred
• 250,000+ document pages were received
• 500,000+ e-mails and/or letters were sent
• 650,000+ hits were made by students on financial aid self-serve web transactions
• 50,000+ view-only hits were made by parents on financial aid self-serve web transactions
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
UM-OFA Service ModelUM-OFA Service Model• Professional staff speak directly with all visitors.
• Staff are assigned on a rotating basis to walk-in advising, answering phones and responding to emails
• Satellite office is staffed part-time
• E-mail is preferred form of communications
• Proactively provide students with information and encourage them to utilize self-service transactions/ other resources
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Service ChallengesService Challenges• Managing Information and Data
• Achieving More with Less
• Meeting Student Expectations for Immediate Response
• Meeting Parent Expectations for Information/ FERPA Conflicts
• Archiving Documentation for Audit Trail
• Validating what students verbally say/claim
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
ComprehensiveElectronic
Student FA Record
Financial AidData
Documents/E-MailsReceived
In-Person Visits
Comments
E-Mails Sent
Letters Sent
Self-Serve Activityby Student
Phone Calls Received
Self-Serve Viewingby Parent
MiscellaneousDocumentation
MINNEAPOLIS, MN OCTOBER 18-21
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University of Michigan University of Michigan Electronic Student FA Electronic Student FA
RecordRecord
MINNEAPOLIS, MN OCTOBER 18-21
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Introducing ELVISIntroducing ELVIS
ELectronicVisitor
Information
System
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
What is ELVIS?What is ELVIS?
• An automated student sign-in, queue management and reporting system
• Replaces old paper sign-in approach
• OFA-developed MS Access database application
• Data is integrated with PeopleSoft, both on the front end and the back-end
• Also used for student phone traffic in OFA
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
1. The student’s M-Card is swiped. A name lookup is automatically performed.
The ELVIS ProcessThe ELVIS Process
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
2. A desktop dashboard notifies counselors assigned to walk-in traffic of visitors.
The ELVIS Process (cont’d)The ELVIS Process (cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
3. An available counselor checks a box on the dashboard which assigns to him/her the next visitor waiting.
The ELVIS Process (cont’d)The ELVIS Process (cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
4. The counselor clicks the “Show Previous Visits” button and then cut-and-pastes the ID from ELVIS into PeopleSoft to bring up the student’s FA Status screen
The ELVIS Process (cont’d)The ELVIS Process (cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
5. The counselor goes from his/her office to the lobby and greets the student by first name. (This impresses the student who did not initially give his/her name to the receptionist). The student then follows the counselor to the counselor's office.
The ELVIS Process (cont’d)The ELVIS Process (cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
6. After the counseling session is finished, the counselor clicks the “Visit Completed” button on the dashboard.
The ELVIS Process (cont’d)The ELVIS Process (cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
7. A communications record is automatically posted to the student’s PeopleSoft record, showing the date of the visit and the counselor’s name
The ELVIS Process (cont’d)The ELVIS Process (cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
ELVIS BenefitsELVIS Benefits• Increased privacy for students • More productive advising sessions with the
student• Proactive staff resource management • More effective peak-load management• Data-driven evaluation of service • Data-driven training of staff • More flexibility in the physical layout of the
office • More professional, satisfying and efficient
sign-in and waiting-room experience for visitors
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Keyboard Keyboard Record/Playback SoftwareRecord/Playback Software
MINNEAPOLIS, MN OCTOBER 18-21
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Keystroke Record/PlaybackKeystroke Record/Playback
• Many tasks in financial aid require repetitive keystroke data entry• post receipt of student/parent tax returns• acceptance/declination of awards• aid year setup• etc.
• Record/playback software can help save time, effort and minimize data entry errors
• It also can be used to post items such as e-mails sent, survey results, etc. to a student’s comprehensive electronic FA record
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
• How it works• Click the ‘Record’ button• Type in a set of repetitive keystrokes • Assign a hot-key (i.e. alt-p) to the keystrokes• Type only the hot-key each subsequent time you want
the repetitive keystrokes to appear.
• Inexpensive – usually under $100.00
• Search web for “keyboard macro”
• Keyboard Express, Journal Macro, iMacros
• Some work with web, some not
Keystroke Record/Playback Keystroke Record/Playback (cont’d)(cont’d)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Bulk E-Mail SoftwareBulk E-Mail Software
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Bulk E-Mail Software Bulk E-Mail Software ProcessProcess
1. Identify students (ad hoc query, etc.)
2. Create message text including merge fields
3. Import student list and message text into bulk e-mail software (MS Outlook, WorldCast, etc.)
4. Send personalized messages to all students with one mouse-click
5. Student receives the message, and immediately does what s/he needs to do (yeah, right…..)
6. Record the sending of e-mail on student’s electronic record (batch upload, keystroke playback, etc)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Bulk E-Mail Software Process Bulk E-Mail Software Process Step 6 – E-Mail recorded on student’s Step 6 – E-Mail recorded on student’s
recordrecord
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
On-Line Survey ToolsOn-Line Survey Tools
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
• Many survey uses in a financial aid office• customer service/satisfaction• student budget (housing, books, etc)• loan counseling • scholarship effectiveness• health care coverage• etc.
• Inexpensive (less than $100 for 1-year, unlimited use) and easy to use for all steps in the process (survey setup, sending survey, tracking respondents, tabulating/analyzing results)
• Popular ones: SurveyMonkey, Zoomerang, Surveygizmo (google “survey tools” for comprehensive list)
• Where appropriate, record the responses on student’s electronic FA record (batch upload, keystroke playback, etc)
On-Line Survey ToolsOn-Line Survey Tools
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Document Imaging Document Imaging SoftwareSoftware
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
ImagedStudent
Documents
2. Data entry staff access each scanned
student document image, post the
document as received on the
financial aid system tracking module
and index the document to
the imaging system
1.b. Student Documents faxed are
received by Fax Server (no paper).1.a.
Student Documents received on paper are scanned.
3. Student documents
are accessed directly from the imaging
system for ad hoc
inquiries.StudentsReady for
Verifi-cation
4. Documents for students ready for verification are auto-routed to a work queue.
5. Counselors access the imaged documents for
students ready for verification, along with
the corresponding screens from the financial
aid system.
6. Student documents are stored on the
imaging system for as long as they are
needed to meet regulatory and other
requirements
Example of Imaging in a Financial Aid Office
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Questions & Wrap-UpQuestions & Wrap-Up
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Contact InformationContact Information
Vickie [email protected]
Doug [email protected]
u
Office of Financial AidOffice of Financial AidUniversity of MichiganUniversity of Michigan
2500 Student Activities Bldg.2500 Student Activities Bldg.Ann Arbor, MI 48109-1316Ann Arbor, MI 48109-1316
Phone: (734) 763-4119Phone: (734) 763-4119FAX:FAX: (734) 615-2641(734) 615-2641
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
The Big FinishThe Big Finish
Drum Roll, please…...