Presentation Title

Report
MASFAA 2013
October 6th – 9th, 2013
Indianapolis, Indiana
Streamlining the Student
Experience: A One-Stop
approach to Customer Service
Alison O’Neal
The Ohio State University
The Ohio State University
Total Enrollment


49,446 Undergraduates
13,592 Graduate &
Professional
Residency
 84% Ohio residents
 16% Non-Ohio residents
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Financial Aid Stats
3

Federal Aid
◊ $476 million

Institutional Aid
◊ $446.3 million

State Aid
◊ $11.2 million

Other
◊ $78.4 million
FAFSAs Received: 65,306
Student Service Center (SSC)
Single point of contact providing service for
 Office of Student Financial Aid
 Office of the University Bursar
 Office of the University Registrar
“…an integrated financial services office to
centralize and simplify business.”
Why Students contact the SSC
 Financial Aid (scholarships, grants and loans)
 Payment Issues (late fees, payment plans,
refunds, fee authorizations, etc.)
 Consortium Agreements
 Appeals (SAP, EFC, Dependency Status)
 Residency Reclassification
 Transcripts and Records
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Service Delivery

In-person
◊
◊
◊
◊


Welcome desk
Self-service kiosks
Triage desk
Counseling
Phones
Emails
Secondary services offered
• Outreach opportunities
• Information sessions for
Orientation
Why Choose a One-Stop Model?
“When students experience the run-around,
simple tasks become dreaded obstacles.”
-Committee on the Undergraduate Experience, 1995
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Why Choose a One-Stop Model?
“Only God can find his way through the
Bureaucracy of Ohio State.”
-Committee on Financial Services, 2000
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OSU’s Goal for the One-Stop Model
“A one-stop shop
approach would
provide a consistent
level of services to
students whether in
person, on the web,
or on the phone.’
-Seamless Financial
Services Committee, 2005
Organizational Structure
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Evolution of the SSC
2009
Student
Information
System
launched
2010
Move to new
building
2011
SIS upgrade
kick-off
2012
Semester
conversion
SSC
reorganization
Scorecards
introduced
2013 and Beyond

Transformation of the Student
Experience
◊
◊
◊
◊
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Phone System Upgrade
Mobile app
Parental Access
Electronic Document Submission

Email & Queue Management

Expanded use of Student Employees
Measuring Success

Current Assessments
◊ Content
quality of phone and email
interactions
◊ Wait/response times

Future Assessments
◊ Knowledge
assessments
◊ Service Level
◊ First Contact Resolution
◊ Customer Satisfaction
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Quality Assessment
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Challenges
Employees





15
Training
Training
More Training
Career Progression
Salaries/budgeting
Challenges
Operations


Business Cycles (lack of
downtime)
Managing Peaks
◊

SSC responded to 24,889
inquiries during August 2013
Impact to SSC service levels
Processing
◊ Communications
◊


Running a call center
Identity
Contemplating a One-Stop?






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Define the scope of service clearly
Stakeholder Analysis – how will offices
work together
Plan for staff training
What tools do you need to be successful?
Understand the needs of students and
families
How will processes flow?
Great Things to Celebrate!





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Fantastic team of dedicated
staff
Improved Service to Students
Strong support from
stakeholder offices
Commitment to placing
students first
Constant and on-going
progress within our first 4
years!
Questions?
Thank you for attending. Go Bucks!
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