Evolution of Re-design – Two Campus Perspectives

Audrey Lindsay, Director Student Systems, University of British Columbia

Nancy Jefferis, Assistant Manager, Seton Hall University

Arthur W. Blanck, Executive Director of Enrollment Services, Seton Hall University

q       A review of our BRP process.

q      Comments on the proposed solution. 

q      Progress on the implementation.

Abstract

Inadequate resources, increasing numbers of students, complex procedures and changing expectations contributed to inadequate service, despite staff commitment to excellence. Business Process Redesign created solutions.

Evolution of Re-design – Two Campus Perspectives

Seton Hall and the University of British Columbia (UBC) have experienced struggles and successes in transforming their enrollment services from silos of information into one-stop shops.  

Seton Hall will give a brief overview of their transition from the traditionally separate offices of Admissions, F.A., Bursar, and Registrar into one integrated Enrollment Services department.  Having provided web services for students, and a single point of service staffed by cross-trained personnel for the in-person customer.  Seton Hall is moving on towards a full service Customer Response Center that integrates phone, web, and mail services, along with in-person service.  Web services have been enhanced with a student portal and on-line forms.  The presentation will include the solutions to the universal challenge of handling the phones in a merged organization that also has higher expectations for customer service.

In September 2000, UBC created a cross-functional team of ten to radically redesign services for prospective and new students.  This team spent 10 weeks developing an effective, easy to use solution that will exceed student’s expectations.  At the same time, another team has totally redesigned our publications, web integration and moved to 100% web registration for our students.   UBC will outline their BRP design process, the proposed solution and progress on the system and process change implementation.

Biographical Information

Audrey Lindsay, Director Student Systems, University of British Columbia

Audrey Lindsay is the Director of Student Systems at the University of British Columbia and is responsible for the development and maintenance of all student information systems.  UBC is very proud of their SIS custom system development and their ability to deliver a broad range of services to students, faculty and staff over the Web.  We have also formed strategic partnerships with a few vendors to fully integrate specific products into our system and influence product changes.    

Audrey has presented at several organizations and has been especially involved with CUMREC.  Over the past 15 years, she has been a presenter, panel member and served 6 years on the CUMREC Board of Directors.

Nancy Jefferis, Assistant Manager, Seton Hall University

Nancy Jefferis has worked at Seton Hall University for 12 years, first as Assistant Director of Housing and Residence Life, then as Assistant Manger of Enrollment Services.  While in Housing & Residence Life, Ms. Jefferis served on the Enrollment Services Redesign Team that eventually conceptualized unifying the four enrollment offices (Admissions, Registrar, Financial Aid, and Bursar) into one department and a one-stop-shop for improved customer service.   During this time, she transferred from Housing to Admissions, eventually becoming an Admissions Specialist when the Enrollment Services teams were formed.  She served on the Implementation Team that was charged with taking the redesign into operation and concentrated on the cross-training and customer services aspects of staff development.  Her commitment to the vision of complete student service is such that she is now a member of a new ES team, working with The Customer Response Team that specializes in handling student inquiries and problems, whether they arrive in person, on the phone, in the mail, or over the web. 

Ms. Jefferis received her B.A. degree and her M.Ed. degree from Millersville University of Pennsylvania.  She is currently enrolled in the doctoral program for Higher Education, Administration and Supervision at Seton Hall University.

Arthur W. Blanck, Executive Director of Enrollment Services, Seton Hall University

Arthur W. Blanck is the Executive Director of Enrollment Services and Acting Bursar at Seton Hall University.  Arthur has seventeen years of higher education experience having held the positions of Business Manager.

Assistant to the President, Controller and Director of Institutional Research, as well as the current positions.  While at School of Visual Arts, Arthur was Project Leader on the "Redesign of Student Services Processes".  Arthur also worked for IBM as a Consultant, PeopleSoft Student Solutions, helping colleges and universities to integrate people, processes and technology with a focus on implementing integrated student information systems.  Arthur received a B.B.A. from the University of Cincinnati and an M.B.A. from New Hampshire College.