youtu.be/bxx3qrmzqoo
DESCRIPTION
Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop Model at Indiana State University. http://youtu.be/bXx3QRMzqOo. Background. - PowerPoint PPT PresentationTRANSCRIPT
Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop
Model at Indiana State University
http://youtu.be/bXx3QRMzqOo
Background
1. Identify core service offices 2. Establish champion team 3. Identify/develop and offer training 4. Develop virtual Sycamore Express websites
Background
5. Establish physical Sycamore Express customer service one-stop sites 6. Enhance the availability of e-services7. Continually market available services8. Perform assessment and analysis
Show website
Leadership Team
• Weekly meetings• Cross unit collaboration• It’s like Vegas• Creating a culture of service and
personal accountability
It all starts with the STAFF
Disney Institute• Three day program for Champion team• One day session for all staff in core offices• Bumping the lamp
http://www.youtube.com/watch?v=_EUPwsD64GI • Sycamore Service created by HR
Personal Accountability
Service teamSupplemental training
Communication
Assessment
Satisfaction Survey
Website Overview
Website Overview
Training Survey
Explore a one-stop on your campus
Indiana State University, Sycamore ExpressUniversity of Minnesota, One StopUniversity of Cincinnati, One Stop Center
Can it work for you?Obstacles you may encounter
Where do we go from here?• Admissions and recruitment was meant to be
separate – does it need to be?• Redesign website to include content from key
offices• What is the next big thing? What do our
students want/need?• Sycamoreology
Ann Malloy, Assistant Director of [email protected]
Melissa Hughes, Director of Admissions [email protected]