Good Morning!

SAS Project Insight Planning Session

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Good Morning!


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SAS Town Hall

Project Insight

March 1, 2006


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Agenda

Introductions and Review – Sheila

SAS Student Constitution and Service Standards - Jim

Enrolment Mgt. New Organization - Kathleen

Student Services New Organization - Jim

E-Strategy New Organization - David

Staff Investment Plan – Colleen

Questions - all


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INTEGRATED SERVICES

Call Centre(voice, email)

First Stop(in-person services)

Virtual Front Counter

Technical Support “IntelliResponse” “Student Voice” CRM system E-manual

Student recruitment Undergraduate

admission Registrarial services Regulatory and

academic community support

Student financial assistance & support

Undergraduate academic advising

Classroom services

Wellness (physical, mental, & spiritual)

Services to students with a disability

Services to native students

Services for co-op programs and employment transition

Services to all international students and students going abroad

Orientation Student life, leadership

and engagement Student Housing SU/GSA Relations

JIM DUNSDONStudent Services

2 - way communication

2 - way communication

DAVID JOHNSTONE-Strategy

KATHLEEN MASSEYEnrolment

Management

Sheila O’BrienSpecial Advisor to the President on Student Life

SAS Divisional Support financials, human resources and communications


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We’re Still on Track!

Feb 3, 14 – Student Services Planning Retreat Feb 21 – Enrolment/Registration Planning Retreat Roll out of final org design: March 1, 2006 Staff Investment Plan finalized March 1, 2006 Implementation has begun

Jim, Kathleen, David, Colleen: Next Step Timelines


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SAS Student/Staff Constitution

&

Service Standards


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”If you want to be creative in your university, your career, your life, all it

takes is one easy step… the extra one. When you encounter a familiar plan, you just ask one question: What ELSE could

we do?”- Dale Dauten with a slight edit by Jim

Dunsdon


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Student/Staff Constitution Goal: develop a document that provides SAS with a

strong framework to guide our work and our culture Guided by Project Insight: “What Matters to Staff/Students”

and the Academic Plan Focused on 4 key staff and students values:

Community – develop a community that promotes lifelong citizenship and societal engagement

Development – foster an environment that inspires self-confidence, nurtures personal achievement, and actively connects the student experience and classroom

Diversity – recognize and celebrate the diversity of our campus Accountability – we are responsible for our actions, learning,

development, and the impact we have on others Developed and reviewed by the Directors in SAS


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Student/Staff ConstitutionNext Steps… A copy is available for all staff to review In the next week you will be meeting with your Directors

to discuss (a) points in the document that require clarification and (b) how to make this document ‘real’ for your department

By March 31 SAS Directors will meet to review feedback and discuss implementation across SAS


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SAS Service StandardsPurpose: To create an SAS-wide method to communicate

how we will provide “best-in-class” service To stretch ourselves in the level of service we

will commit to – acknowledging a balance between being ambitious and being reasonable


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SAS Service Standards

What do Service Standards look like?

It is a tool that identifies: Type of service (e.g. voicemail) Response time (e.g. return calls in one business day) Follow-up that is standard (e.g. always leave an up-to-

date message indicating your availability) Contact person if service is not meeting the service

standard


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Next Steps: (By March 31)

Departments to review document, provide feedback and add additional services offered

Update response times where they are better than indicated

Units will discuss response time challenges – this could result in a resource, process, or notification improvement

SAS Directors will meet prior to review feedback and discuss implementation across SAS


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Enrolment Management New Organization


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Associate Registrar: Planning and Systems

Director of Student Awards and Financial Aid

Team Lead: Training, Documentation & Coordination

Integrated Services (Call Centre and Front Desk – rotating staff):

•Team: Service Representatives (plus additional staffing during peak periods – such as greeters)

Manager: Publications and Advertising

•Assistant Publications and Advertising

Manager: Events and Conversion Campaigns

•Assistant: Events and Campaigns

•Student Ambassador Team (on campus tours and events)

Coordinator: ACAT Transfer Credit, Document Imaging, Mail

•Records Assistants

Admissions Functional/ Technical expert

International admit team

Assistant Director

•Team Leads – Recruitment and Admissions

•4 integrated teams of Officers (Recruit and Admit)

•Application Asst

Associate Director

•Awards Administrator

•Account Coordinator

•Senior Awards Coordinator

•Student Loans Liaisons

•Senior Aid Advisors

Assistant Registrar: Policy and Planning

•Enrolment Analyst/Data Analyst

•Coordinator: Calendar, Registration Guide and Degree Navigator

Assistant Registrar: Operational Systems

•Coordinator: Systems Support

Assistant Registrar: Scheduling, Registration and Convocation

•Manager and Functional/ Technical expert: Scheduling

•Manager: Convocation

•Team: Scheduling, registration and convocation support

Assistant Registrar: Examinations and Grades

•Team: Examinations and Grades Assistants

•Invigilators (variable)

Director of Integrated Services

Director of Strategic Marketing

Director of Recruitment and

Admissions

Associate Registrar:

Operations

Planned increase of 5 FTE’s over current state

NO CHANGE: Undergraduate Programs Office


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Major Benefits & Changes

•Integrated services (new Integrated Client Services including Fee collection)

•More challenging, varied positions; career opportunities for staff

•Empowered front line advisors

•Introduction of a call centre (centralize all incoming calls, including UPO; use for all outgoing conversion campaigns)

•Closes the pre-admission advising gap (welcome centre)

•Two Functional/Technical expert support positions established to support transition and sustainment (new PeopleSoft ERP)

•Focused on addressing student needs and resolving student problems at first point of contact where possible


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Next StepsMarch:

Preparation of new position descriptions & kick-off of Integrated Services Centre Project (Alison Heal will lead)

April/May:

Leadership positions to be filled first (in April) & Postings/matching people to positions

May 31:

New teams in place

June/July/Aug:

Training and orientation to new roles

August 15:Target for opening of new, integrated service centre and pre-admission advising (welcome centre)


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Student Services New Organization


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Alignment of Student Services

AVP Student Services

Wellness ServicesCampus

CommunityAccess and

Diversity

Employment and Career Related

Services

Health Counselling Multi Faith

Residence LivingStudent Experience

InternationalAboriginal Disability


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Alignment of Student ServicesMajor Benefits & Changes

Four functional areas Wellness Services – integrated department focused on providing

programs/services to help support development of mind, body, and spirit.

Campus Community – focused on engaging students outside of the classroom in order to support their personal, academic, and social development.

Diversity and Access – continuation of current collaborative efforts between the ISC/Native Centre/DRC to support the institutions commitment to increasing the quality and diversity of the undergraduate student population.

Employment and Career Services – focused on continuing to develop partnership opportunities across campus and the local community in order to provide students with a range of employment related skills and opportunities.


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Student Services Next Steps

MarchHire new Director, Wellness Services

Confirm Mission/Mandate for new “Office of the Student Experience”

April/MayBegin Wellness Centre renovations (Phase I)

Hire new Associate Director, Office of the Student Experience


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E-Strategy New Organization


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E-Strategy at the University of Calgary

Huh? E-Strategy?

Why Student and Academic Services?


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What are IT people saying?

“There is an increasing expectation from students to have more technology involved. It's one more tool to be able to do something a little more easily than you could before to engage students.”

Bob Gagne, chief information officer in computing and network services at York University in Toronto.


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Let’s hear from the students

“Technology isn’t perfect. I think all of us realize that, but it can be used to enhance our university experience. It can be a good way of communicating. . . Technology can make a big university seem personal, likes it’s a small community, like its connected to me.”Jessica, a millennial student, from Educause Review,

Sept/Oct 2005


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“We (student affairs professionals) have the opportunity to take leadership in areas that we already excel in and help move the campus dramatically forward. . . We are uniquely qualified to help give voice to students and we also have the skill sets and temperament to assist our faculty and staff colleagues”

Gary Kleeman in ‘Technology in Student Affairs: Supporting Student Learning and Services’

Winter 2005

And the experts


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People: Students, Faculty,

Staff, Community

E-Strategy

E-Learning E-Services

RelatedComputerSystems

PeopleSoft E-Support


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E-Strategy Organization

David Johnston

Shakera CurrySAS Web Support


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E-Strategy and Web View

The web is of strategic importance It is an indispensable tool for communication and transactions Needs to be nurtured and expanded Needs to be horizontally integrated Development is incremental, over time


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What does all this mean?E-Strategy will… Align Existing Resources

(UCIT, External Relations, eMerge, Learning Commons, etc.)

Work together for common purpose towards the three I’s

Integrate Invent Innovate


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Key Objectives

Organize, manage and utilize technology to enable you (and others) to do your work

Provide students (& staff & faculty) access to services and information in a first class way


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Key Strategies

Continued improvement of our Web presence

We will partner with UCIT and External relations to rebuild the U of C Website

We will enhance existing tools

We will implement new tools

We will invent some new things too!


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Look for these projects:

Integrated Fee Payment for students Call and contact management system On-line Awards System Full implementation of InteliResponse Electronic, searchable “knowledgebase”


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E-Strategy at U of C means…

A technology shift has happened The distinction between academic and

administrative services has blurred We are going to be a leader in how we

manage this relationship


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Staff Investment Plan


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Objectives: Position SAS training initiatives as best-in-class Provide a framework and tools for orientation,

training and development Enable SAS to retain the required talent to meet

specific organizational objectives Enhance the student experience through well

informed, trained and satisfied staff


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Features: Service Training & Orientation Personal & Professional Development Series

(PDRC) Career Development Tools Job Specific Training Plans Technology Training Plans Change Management, Team Building &

Leadership Development


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Timeline:

March – May: Development of leading edge Service Training & Orientation program

May: Launch Personal & Professional Development Series (PDRC)

June – Aug: All staff complete the new Service Training & Orientation Program

Ongoing: Job Specific TrainingTechnology Training PlansCareer Development ToolsChange Management, Team Building & Leadership Development


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Questions?

Documents

Good Morning!