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SHARED SERVICES

James KennedyAssociate Vice President

University Student Services and Systems

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An Introduction to Indiana University• Eight campuses (seven administered by IU)

• 114,000 current students

• 1,117,381 credit hours

• $1,132,782,058 in aid awarded

• 70,463 admission applications

• 1,300,000,000 in annual student billings

IU Northwest

IU South Bend

Indiana University-Purdue University Fort

Wayne

Indiana University-Purdue University

Indianapolis

IU Bloomington

IU Kokomo

IU East

IU Southeast

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SHARED SERVICES OVERVIEW

• Vision for Student Services Operations • Improve customer service • Make use of best practices • Remove duplication across the campuses • Reduce operating costs through increased efficiency

• Operational business process management• Enhanced student service and business process improvements

through system development projects• Enhanced service through the development of a one-stop model

on the campuses will be implemented by each campus to the extent possible.

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SHARED SERVICES IMPLEMENTATION

• Implementation Plano Move back office administrative activities into shared

services for all campuses: • Admissions application processing• Financial aid processing• Student financials billing and collections• Student records

o Keep common technology platforms across all campuseso Invest in system-wide technology solutions

• Imaging, CRM, business intelligenceo Security enhancementso Shared services for international student and scholar

services

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STUDENT SERVICES PROCESSES

• 187 business processes reviewed • Admissions• Student Records• Financial Aid• Student Financials (Bursar)• System-wide support functions• Security, training, production support

• 136 back office administrative functions to move to shared services

• Benefits of business process review sessions • Standardization• Efficiencies through process and technology• Remove silos• Focus on student issues vs. back office processing• All campuses working together • Implementing best practices

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SHARED SERVICES EXAMPLES

• Admission applications and supporting documents

• Federal and state aid processing• Enrollment/degree verifications• Calculate tuition and fees/billing• Academic structure inputs• Student transcripts• Immunization records• Student records set-up and maintenance

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SHARED SERVICES POLICY HARMONIZATION

• Exampleso Common calendarso Test credit processingo Transfer credit articulationso Inter-Campus transferso Refunding calendarso Special credit fees/late feeso Establishing cost of attendance

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SHARED SERVICES TIMELINE

Where we are in the process?

• Completed (May 2013): Detailed analysis and recommendations of movement to Shared Services and savings from process and technology improvements

• May 2013-current: Implementation of shared services

• As of June 2015: Financial aid, admissions, bursar operations complete (105 processes). Work continues on student records

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SHARED SERVICES: COST SAVINGS

• Total net savings: $1.1 million since Phase I, plus $2.2 million from Phase III business process redesign, for a total of $3.3 million.

• Total moving into shared services: 29 FTE

• The processes and personnel in academic schools and departments processes were not part of the detailed analysis. However, changes to processes will have significant downstream impact, freeing up resources in the schools and departments

• In student service areas, staffing are below totals in 2006

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SHARED SERVICES NON-FINANCIAL BENEFITS

• Process efficiencies

• Increased customer satisfaction

• Responsiveness to strategic partners

• Consistency

• Transparency

• Documentation

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QUESTIONS?

James Kennedykennedjc@Indiana.edu