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Purdue University Purdue University CalumetCalumet
Enrollment Services Enrollment Services CenterCenterIntegrated Service
Delivery In-person and on the Web
Beth PellicciottiAssistant Vice Chancellor
Academic Affairs
Copyright Beth Pellicciotti 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
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Goals of ESCGoals of ESC
Deliver holistic service
Enhance quality of information
Empower students
Leverage staff, technology, and physical facilities
Avoid creating a "dehumanized" environment
Enhance staff career developmentopportunities
Optimize the technological infrastructure
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TechnologyTechnology
Relational databaseRelational database
Cross-trainingCross-training
Value added to studentValue added to student
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Concept Concept of Self-Serviceof Self-Service
Admissions
Student Accounts
Registration
Financial Aid
Student
StudentInformati
onSystem(Banner)
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TechnologyTechnologyProgressionProgression
Self-Service “on-line”
Remote access to view data
Remote access to update data
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WebsitesWebsitesRegistration
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WebsitesWebsitesRegistration
Click on the CRN to
see the catalog
description
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WebsitesWebsitesAdmissions
Live interaction
with database prior to or after
admission
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PC STARPC STARFinancial Aid
Most current broadcast message
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WebsitesWebsitesBursar
Students can pay on-line with Visa or MasterCard
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WebsitesWebsitesBursar
Payment is posted to the
student’s account
immediately
PC STAR - Account Summary
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Services/SpaceServices/Space
How do I get admitted?I need to drop a
class
How do I do that?
Do I qualify for
financial aid?
How much do I owe?
How do I get my refund?
How do I change
my address?
What is the difference
between grants and
scholarships?
Who is my advisor?
How can I pay?
Where
do I start?
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Services/SpaceServices/Space
Migration to “One-Stop” was a space move to combine services
The Center is “shared” space
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Cross-trainingCross-training
Committee members included clerical and professional staff
31 most commonly asked questions
Generalist, Specialist, AOD
Continuous, monthly, just-in-time
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CommonlyCommonly
Asked Asked Questions Questions . Core module of training
All departments represented
Committee identified and prioritized the most frequently asked questions
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ESC StaffingESC Staffing
Rotate to the ESC
Contribute to the “one-stop” experience for students
Cross-trained staff members from Admissions, Registration, and Financial Aid
Represent their individual departments within the ESC
Rotate to the generalist station
Have specific duties to perform within their home departments
The Generalist Role
ESC Hours7:30am-6:30pm Mon-Thurs.7:30am-4:30pm Fri
The Specialist Role
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ESC SupportESC Support
ESC Committee
Management Team
Clerical sub-committee
Monthly Meetings
Training Specialist Administrator on Duty
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The staff helped build the training program, which in fact gave us the “buy-in”
Administrative support across all Divisions
The continuous communication link with departments
The implementation of the Enrollment Services Center was handled in multiple phases
Continuous planning, evaluating, testing, and revisions took place at all phases with all levels of staff input
Critical Success Critical Success FactorsFactors
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Creating WEB services that meet the enrollment needs of students
Making it the norm for employees to instruct or recommend WEB services to students
Supporting cross functional planning and project implementation
Seeking multiple ways to support cross-trained staff in their new environment
Critical Success Critical Success FactorsFactors cont.
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Sending direct mail every semester to students promoting WEB access
Asking students for ideas on new WEB services and noting the kinds of questions students ask while waiting in line
Piloting all WEB services and implementing the Enrollment Services Center in stages
Creating an in-person service delivery in the Enrollment Services Center which focuses on the student
Critical Success Critical Success FactorsFactors cont.
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Maximizing customer service by eliminating phone interruptions at the front desk
Rotating clerical and professional staff to the front desk
Forming partnerships with faculty, academic advisors and administrators to communicate the services available
Critical Success Critical Success FactorsFactors cont.
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Creators of the Creators of the ESCESC
Anne Agosto-Severa, Registrar
severas@calumet.purdue.edu
Mary Ann Bishel, Director of Financial Aid &
Student Accountsbishelm@calumet.purdue.edu
Paul McGuinness, Director of Admissions & Recruitment
mcguinn@calumet.purdue.edu
Rose Most, now a senior consultant with SCT BANNER
Beth Pellicciotti, Asst. Vice Chancellor of Academic Affairs
pellicmb@calumet.purdue.edu
Purdue University Purdue University CalumetCalumet
Enrollment Services Enrollment Services CenterCenterIntegrated Service
Delivery In-person and on the Web
Beth PellicciottiAssistant Vice Chancellor
Academic Affairs
Copyright Beth Pellicciotti 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
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