boston college three best practice models for for student service delivery student service...
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Boston CollegeBoston College
Three Best Practice ModelsThree Best Practice Models forfor
Student Service DeliveryStudent Service DeliveryEDUCAUSEEDUCAUSE
October 3, 2002October 3, 2002
Rita R. OwensRita R. OwensAssociate Academic Vice President for TechnologyAssociate Academic Vice President for Technology
Copyright Rita R. Owens 2002Copyright Rita R. Owens 2002
Boston CollegeBoston College
15,000 students15,000 students Jesuit-Catholic UniversityJesuit-Catholic University 4 undergraduate schools4 undergraduate schools 6 graduate schools6 graduate schools Woods College of Advancing StudiesWoods College of Advancing Studies
Previous OrganizationPrevious Organization
VP StudentAffairs
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Dean Enrollment Management
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Financial VP & Treasurer
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Current OrganizationCurrent Organization
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Director of Academic, & General Services
• General Services Customer Support Phones ID Cards Parking• Academic Services• Records• Transcripts
Director of Operations
• Cross Functional Responsibility• One Card Services Meal Plan Dorm Access Outside Vendors• Processing• Bursar• Local and Technical Support
Director of Financial Services
• Fin Aid• Student Loans• Collection• Student Employment
Student Services Director
Lyons Hall - Center of BC CampusLyons Hall - Center of BC Campus
BC Office of Student ServicesBC Office of Student Services
BC Student Services - General ServicesBC Student Services - General Services
BC Student Services - General ServicesBC Student Services - General Services
BC Student Services - General ServicesBC Student Services - General Services
BC Student Services - General ServicesBC Student Services - General Services
Financial Services - Counselor RowFinancial Services - Counselor Row
BC Student Services - Financial ServicesBC Student Services - Financial Services
BC Student Services - Processing SupportBC Student Services - Processing Support
BC Student Services - Processing SupportBC Student Services - Processing Support
Agora on the Web (BC’s Meeting Place)Agora on the Web (BC’s Meeting Place) Features Include: Features Include: InformationalInformational
– View/Change Directory InformationView/Change Directory Information
– Obtain Email AddressObtain Email Address
– View/Change Directory InformationView/Change Directory Information
– Check on the Status Of LoansCheck on the Status Of Loans
– View Classmate RosterView Classmate Roster
– View Course History, current schedule and gradesView Course History, current schedule and grades
– View Degree AuditView Degree Audit
– View Employment informationView Employment information
– View financial aid application and awardsView financial aid application and awards
– View Student Account View Student Account
– View Eagle One Card BalancesView Eagle One Card Balances
Agora on the Web (BC’s Meeting Place)Agora on the Web (BC’s Meeting Place) Features Include: Features Include: TransactionalTransactional
– Complete a Medical Insurance WaiverComplete a Medical Insurance Waiver
– Complete Stafford Entrance CounselingComplete Stafford Entrance Counseling
– Create or add money to Eagle One CardCreate or add money to Eagle One Card
– Deactivate ID and request replacementDeactivate ID and request replacement
– Create a second billing addressCreate a second billing address
– Generate a degree auditGenerate a degree audit
– Simulate a degree auditSimulate a degree audit
– Set Privacy preferencesSet Privacy preferences
– Request a refundRequest a refund
– Make a ACH PaymentMake a ACH Payment
– Request transcripts or enrollment certifications/track requestRequest transcripts or enrollment certifications/track request
BC Student Services - Self Service CenterBC Student Services - Self Service Center
BC Student Services - Self Service CenterBC Student Services - Self Service Center
Student ServicesStudent Services New ProjectsNew Projects
– Folderwave - Document Management, Imaging, WorkflowFolderwave - Document Management, Imaging, Workflow Financial Aid - Implemented November 2001Financial Aid - Implemented November 2001 Graduate Admissions - Fall 2002Graduate Admissions - Fall 2002 Academic Transcripts - Fall 2002Academic Transcripts - Fall 2002 Undergraduate Admissions - Fall 2002Undergraduate Admissions - Fall 2002
– WEB ACHWEB ACH Elimination of Credit Card use except Continuing EducationElimination of Credit Card use except Continuing Education Integrate Web payments into Agora portalIntegrate Web payments into Agora portal
– Expanded Eagle One Card OptionsExpanded Eagle One Card Options
Student ServicesStudent Services Lessons LearnedLessons Learned
– This will take more energy and resources than you predictThis will take more energy and resources than you predict
– Drive organization & technology components with process changesDrive organization & technology components with process changes
– Protect your team membersProtect your team members Train them, leave them alone, then train them againTrain them, leave them alone, then train them again PatiencePatience RewardsRewards
– Location, Location, Location. Make your space fit your Location, Location, Location. Make your space fit your organizationorganization
– Maintain timelines & workplans, no matter how much they changeMaintain timelines & workplans, no matter how much they change
– Break out of the hierarchyBreak out of the hierarchy
Student ServicesStudent Services Facts of LifeFacts of Life
– Time will solve many things.Time will solve many things. It will take one to two years for the dust to settleIt will take one to two years for the dust to settle Staff can not learn all there is to know in a short time frameStaff can not learn all there is to know in a short time frame There is more to organize than you can organizeThere is more to organize than you can organize One day at a timeOne day at a time
– There will be staff who will and will not accept changeThere will be staff who will and will not accept change Good people will leave…hire new good peopleGood people will leave…hire new good people Protect key rolesProtect key roles Management must be part of daily operationsManagement must be part of daily operations
– Operational Role is criticalOperational Role is critical