Transcript Outsourcing: Reallocated Labor and Improved ... · Boston University Slideshow Title...

Parchment Exchange User Conference

February 18, 2016

Matthew Schramm Senior Assistant Director

Combined Enrollment Services

Transcript Outsourcing: Reallocated Labor and Improved Student Experience in Enrollment

Services

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Boston University

§  Private Research Institution §  Total Students: 33,000

§  16,000 Undergraduate

§  14,000 Graduate

§  3,000 Non-Degree

§  Homegrown SIS §  First Implemented

Parchment: December 2013

§  Total Transcripts Produced in 2015: 43,000

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Enrollment and Student Affairs

Enrollment & Student Affairs (ENSA)

Office of the University Registrar

(OUR)

Combined Enrollment Services

(CES)

Enrollment Services

Operations (ESO)

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Enrollment and Student Affairs

Where were we in 2013? §  Combined Enrollment Services established July 2013

§  Define customer service staffing needs versus back office processing

§  Limited Registrar Support Staff

§  Unit directive to minimize work study support

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Enrollment and Student Affairs

Homegrown SIS

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Enrollment and Student Affairs

BU Transcript Process Before Parchment

§  Less Than Ideal Student Experience §  PCI Noncompliance

§  Difficulty Collecting Metrics §  Labor Intensive

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Enrollment and Student Affairs

BU Pre-Parchment §  Online ordering

restricted to current students

§  All alumni, former

students must complete a paper transcript request form §  Faxed, emailed, mailed,

in-person

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Enrollment and Student Affairs

BU Pre-Parchment

•  Distribute and Charge Orders

•  Print Transcripts

5 Hours

•  Redact CC Info •  Save Request

Forms

2 Hours •  Package Transcripts

•  Print FedEx Shipping Labels

3 Hours

10 Hours of FTE + Work Study Labor Per Day

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Enrollment and Student Affairs

2013 2014 2015

Online Ordering AMCAS

eTranscripts

Parchment Implementation

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Enrollment and Student Affairs

•  Verify Student ID

•  Print Batch Job

1.5 Hours

•  Update to Sent •  Print

Attachments

1.5 Hours •  Package

Transcripts •  Print FedEx

Shipping Labels

2 Hours

5 Hours of FTE + Work Study Labor Per Day

BU Post Parchment

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

BU Post Parchment

§  Less Than Ideal Student Experience §  PCI Noncompliance

§  Difficulty Collecting Metrics §  Labor Intensive

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Enrollment and Student Affairs

Outsourcing

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Enrollment and Student Affairs

Outsourcing

Pros

•  Less Labor •  Less Paper

Cons

•  Cost •  Control •  Branding

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Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

The Burning Outsourcing Question: How Do We Justify The Cost Without

Losing Revenue?

§  Surveyed AAU Registrar’s on what each of our peer institutions charged for transcripts

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Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

Flexibility vs Vendor Processing

§  Consulted with other Colleges & Universities outsourcing their transcript production through Parchment

§  Gaining FTE Labor > Control §  Confidence in Parchment’s

Services

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Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

How Would Transcript Recipients React to Non-BU Branded

Envelopes?

§  Consulted with other Colleges & Universities outsourcing their transcript production through Parchment

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Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

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Enrollment and Student Affairs

BU Post Parchment Outsourcing

•  Verify Student ID

•  Print Batch Job

1 Hour

•  Print Attachments

•  Update to Sent

30 Minutes •  Package

Transcripts •  Print FedEx

Shipping Labels

30 Minutes

2 Hours of FTE + Work Study Labor Per Day

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Enrollment and Student Affairs

47%

47%

6%

PARCHMENT TRANSCRIPTS JULY 2015 THROUGH JANUARY 2016

eTranscripts (8871)

Paper Transcripts Mailed by Parchment (8869)

Paper Transcripts with Attachment Mailed by BU (1160)

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Enrollment and Student Affairs

Outsourcing Gains

Pre-Parchment - 2013

•  15 Work Studies for Transcripts

Post Outsourcing 2015

•  5 Work Studies for Transcripts

•  4 Reallocated to Vet. Affairs

•  4 Reallocated to Transfer Credit

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Enrollment and Student Affairs

Outsourcing Gains

Pre-Parchment - 2013

•  7 Hours FTE Labor Per Day for Transcripts

Post Outsourcing 2015

•  1.5 Hours FTE Labor Per Day for Transcripts

•  Improved Email/Phone Answer Rate for CES

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Enrollment and Student Affairs

Outsourcing Gains

Pre-Parchment - 2013

•  24 Hours FTE Labor for Transcript Processing During Holiday Break

Post Outsourcing 2015

•  4 Hours FTE Labor

•  Labor Shifted to Email Response

•  Expedited Delivery

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Enrollment and Student Affairs

§  Long term unit cost savings based on redistribution of labor and reduction of paper

§  Value-added feature that has

directly improved BU’s relationship with applicants, currently enrolled students and alumni

Outsourcing Summation

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Enrollment and Student Affairs

Matthew Schramm Senior Assistant Director Combined Enrollment Services MSchramm@bu.edu 617-353-1208

Questions?