Presented byDan Kellogg & Ed Lee

October 15, 2009

The primary mission of the Registration and Records Office is to uphold the academic policies of the university and to maintain the academic records of students.

Auxiliary services that support this mission include course registration, academic room scheduling, grade reporting, transcript processing, degree audits, campus reports, enrollment certifications and veteran benefits.

Our Goal◦ Provide efficient registration and records services to

the university community

Our Values◦ Deliver high quality customer service

◦ Disseminate accurate and consistent information

◦ Process requests in a timely manner

Office Administration

85,000 grades 25,000 phone calls 20,000 registrations 19,000 transcripts 12,000 walk-ins/appointments 8,000 add/drops 5,000 office email inquires 3,000 grade changes 2,300 C.E. registrations 1,800 graduation approvals 1,500 enrollment verifications 600 registration cancellations 550 athletic certifications 400 veteran benefits apps

Academic room scheduling

Curriculum changes

Degree Progress Reports (DPR)

Enrollment reporting

FERPA regulations

Registration (appointment times)

Student record storage

Timetable preparation

University academic policies

Unofficial drops (non-attending)

Processing Activities

UWSP Committees UW System Committees

Academic Affairs

Academic Appeals

Constitutional Handbook

Curriculum

Data Protection

Enrollment Management

Faculty Senate

Residency

Student Affairs Assessment

Marketing Standards

Central Data Requests (CDR) Liaison

Race/Ethnicity Reporting

Veterans Benefits

WACRAO – Wisconsin Association of Collegiate Registrars and Admissions Officers

Stakeholders - Students, Staff, Faculty, Administration, Alumni, UW System, State and Federal Agencies, Stevens Point Community

Registration and Records is one of a few offices on campus that interacts with every student and every faculty member every semester.

Assessment of Online Academic Services

◦ Registration and Records will determine the university‟s level of satisfaction with online service as demonstrated through responses from a variety of assessment methods.

Satisfaction will be measured through a combination of quantitative and qualitative assessment efforts:

◦ Student Satisfaction Surveys

◦ Faculty Satisfaction Surveys

◦ Focus Groups

◦ Office Assessment

Satisfaction Surveys

Students

◦ Over 8,000 students surveyed in February of „05, „06 and „07

◦ Average return rate - 15.6%

Faculty and Staff

◦ Over 400 faculty/staff surveyed in February of „05, „06 and ‟07

◦ Average return rate - 26.9%

Focus Groups◦ Students enrolled in

Communication 345 (Small Group Communication) conducted individual and group interviews with 180 students in ‟07

Office Assessment◦ Students enrolled in

Communication 343 (Organizational Communication Assessment) conducted ten individual and two group interviews with Registration and Records staff in „08

Although a variety of assessment were administered, for the purpose of this report the results will focus on satisfaction with online services.

3-Year Averages Avg. Survey

Population

Average

Score

Excellent/Good

Response Rate

Timetable 1272 3.59 96%

Registering System 1265 3.57 95%

Degree Progress Reports 1230 3.50 92%

Grade Reports 1255 3.47 92%

Dropping and Adding Courses 1063 3.45 90%

Enrollment Verification 861 3.24 90%

Course History (Unofficial Transcripts) 1078* 3.30 90%

“Hot Topics” 1081* 3.01 77%

Average Response Rate of Excellent or Good 3.39 90%

* One year data (2007 survey only)

4-point Likert Scale (4- Excellent, 3-Good, 2 -Fair, 1-Poor, and Not applicable)

Registration and Records

Student Satisfaction Survey

0 0.5 1 1.5 2 2.5 3 3.5 4

usefulness of new course hisotry in MyPoint

usefulness of the "HotTopics"

response to e-mail

questions answered on time

helpfulness and courtesy of staff

enrollment verification

graduation questions in person

online grade reports

online degree progress reports

online transcript requests/orders

online class drops/adds

online registration

online timetables

Answer Value (4.0 Scale)

2005

2006

2007

I love the online timetable and registration – it‟s so much more convenient than the old yellow sheets.

The web access to the information is excellent – very easy to get all the information you need.

Online registration was the best thing that has happened at this university in the six years that I‟ve been here.

I love that you now have so many options available online; it makes life so much easier.

3-Year Averages Avg. Survey

Population

Avgerage

Score

Excellent/Good

Response Rate

Enrollment Reports 35 3.41 97%

Timetable 100 3.57 96%

Seat availability information 116 3.69 96%

Course History (Unofficial Transcripts) 74* 3.57 95%

Access to advisee information 116 3.67 95%

Electronic authorizations (e.g. advising, PR) 109 3.55 94%

Degree Progress Reports 108 3.55 92%

Graduation Audits 38 3.53 91%

Average Response Rate of Excellent or Good 3.57 95%

* One year data (2007 survey only)

4-point Likert Scale (4-Excellent, 3-Good, 2-Fair, 1-Poor, and Not applicable)

Registration and Records Faculty and Staff

Satisfaction Survey Results

0 1 2 3 4

usefulness of new course history *

rate the materials and assistance for course schedules *

helpfulness and courtesy of staff *

usefulness of online timetables

importance for submitting f inal grade electronically

rate the materials and assistance for approving graduates

rate the reports you receive on courses and students

usefulness of degree progress reports for your students

course and seat availability information

electronic authorizations

access to lists of your student advisees

responsiveness to your phone calls

responsiveness to your e-mail requests

responsiveness to your in-person requests

Answer Value (4.0 Scale)

2005

2006

2007

Keep up the great work, and forgive me for my limited technology prowess in the registration process. I truly appreciate all of the patience and attention this staff gives to me.

Keep up the most excellent work. I have enjoyed the fruits of your obvious labor for many years! Thank you for being consummate professionals. Please do not hesitate to let me know how I can assist you in the future.

I want to let your department know what an excellent job you are doing. A former student had been requesting transcript from other schools and UWSP was the most user friendly -- he really appreciated how easy it was to do.

Allow students the option to save and submit schedules with one click

Create a major shop feature similar to what advisors have available

Increase class availability

Difficult to find info in myPoint

Online authorizations are great but why is advising required

Add transcript payment options

Stop charging for transcripts

Web pages are hard to follow

Send confirmation emails after I have successfully registered

The DPR is difficult to read (it needs a better layout)

The term in which courses are offered should be noted

Too many signatures are required for approvals (a lot of running around)

Unofficial transcripts should be available online

Send email reminders of important deadlines dates

We receive too many emails (SMOD) (Identify priority ones to read)

Technology has made our jobs easier -- giving us the opportunity to do other needed projects

Technology has saved us a lot of time and paper

Important, necessary change and something that needed to be done

It would be great if we would have more time with IT

Continue to work with IT to adapt programs for easier use by students/staff

The results of the assessment activities confirmed that the university‟s is satisfied with online services that are convenient and easy to use.

The use of technology in providing services is becoming a natural aspect of university culture. UWSP Registration and Records Office must continue to offer online services that mirror the advanced technology options used by other institutions.

With limited resources, the office must also consider projects that will give campus the “biggest bang for their buck”

Technology

Program Demands

◦ The pace at which technology changes and the demand for new services far outweighs the staffing resources available to research, develop, and implement new programs.

Project Priorities Implementation

◦ The rate at which new programs are implemented will depend significantly on the complexity of the project, the volume of activity that will be enhanced, and the priority level of other campus programs.

Assessment of the Web Grading Project

◦ The Registration and Records Office will build an intuitive web grading entry system for which 80% of the faculty will use when submitting their final grades to the Registrar.

Faculty and Staff Satisfaction Survey◦ Distributed by email to over 400 faculty and staff in February

2005, 2006 and 2007 – average return rate was 26.9%.

Web Grading Pilot Program◦ A web grading pilot program was launched in the summer of 2007

with 31% of the summer faculty participating in the pilot program◦ Pilot participants attended one of two information sessions to

view a demo of the project and ask questions.

System Goes Live in December 2007 (Follow-up Survey) ◦ Optional demo sessions set for the campus community. ◦ Web grading system goes live for 16-week courses.

In 2005, 65% of the faculty indicated that submitting their final grades was very important or important. In 2006 that number rose to 73% (3.10 average for 112 respondents).

◦ Faculty Quote: -- I would like to see us complete the conversion to an all digital system. Tearing off carbons and walking grade sheets over seems a little dated. If nothing else, it certainly would seem more efficient to do this all digitally. I have my grades on a spreadsheet. I then transfer them to a piece of paper. Someone in your office then transfers them back into electronic form. It is an extra step that is wasteful and time consuming.

85,000 grades entered manually

…Will they come?

Outreach - Best Practices

Mirror current SIS

Staff input/involvement throughout process

Summer pilot

◦ 31% of faculty volunteered

Online grading optional

If we build it…

Faculty teaching 16-week courses can submit grades online beginning December 2007

◦ 82% of the faulty submitted their final grades online

◦ 96% rated the experience as excellent or good

8-week course submission schedules added spring 2008

Over the next three semesters online grade submission rose to 86%, 89% and 91% respectively.

Participation is voluntary (paper grading still available)

83

84

85

86

87

88

89

90

91

Spring 08

Fall 08

Spring 09

Series1

It's fast. It's easy. Most of all, it gets students their grades quickly and saves faculty and Registrar's staff time and effort.

I can't tell you how happy I am to have this as an option now. It is 6:30 AM on Sat. morning and I am out the door to go to the Boundary Waters Canoe Area for a week. I don't have to try to arrange someone to bring my grade sheets in for me. Very nicely done and I, for one, am immensely appreciative!

I love being able to submit my grades when the Registration and Records office is closed! I often finish grading over the weekend, and I always want to finish the semester when the grades are done.

Web grading captures 88% of all grades electronically

◦ Roughly 5,000 grades still entered by hand, mainly due from classes that end after the web grading window closes

90% faculty participation - exceeds expectations

◦ Survey faculty again (new suggestions or improvements)

Future issues/budget implications

◦ Transferring D2L grade lists directly into the grading module◦ Transferring Excel files directly into the grading module◦ PeopleSoft

Class List Portal created to provide faculty with easy access to class lists

Deleted nearly two-dozen bullets under the Academic Tabs in myPoint

GPA calculator created to assist students and advisors

myAdvisor link added to the student homepage in myPoint

Online graduation application and email notification system created

Registration and Records website redesigned, including new search features

Search feature added for online courses, off campus and course length (weeks)

Transcript ordering expanded credit cards, direct billing, signature authentication

Unofficial transcripts (Course History) available online current students/advisors

Web grading available to all faculty

All new program recommendations are reviewed during bi-monthly meetings with AIS.

Meetings with users (e.g. Registration and Records staff, Academic Advisors, and/or Academic Department Associates) are called for input and feedback.

Individuals that recommend a service or have concerns with a current process are contacted by office staff

Assessment results are shared with Reg-Rec staff

Difficult Decisions – what projects can we take on?

1. Add registration/advising information to the EMS campus calendar2. Alert students of their right to privacy / restrict directory information3. Automate email reminders of key dates to faculty/staff4. Broaden Timetable search feature to include options within categories5. Course repeat issues – online registration holds6. Courses that close early – # of juniors/seniors enrolled7. Create a 5-year report on placement test results (Math, AP, etc.)8. Create a new look for DPRs – Interactive Degree Audits9. Create a new Web directory (1 public viewing and 1 requiring login)10. Create Dashboards of real-time admissions and registrations data11. Create reports through EMS (classroom utilization/fire code counts)12. Data warehouse of UWSP statistical reports13. Examine AP Credit Placement Data14. Sending and receive secure information (on- and off-campus)

14. Document Imaging 15. Edit DPR with New General Degree Requirements16. Email confirmation to students after they register, add, or drop class17. FERPA quiz to educate faculty, staff, and students on security risks18. Mid-term low grade letters19. Multiple ethnicity codes – notify Departments to change forms?20. Register new transfers and freshmen online at orientation21. Retention reports by College/Department22. Review Hot Topics decide if a comparable email should be sent 23. Special Non-Degree Application to replace Mail-In Registration Form24. Student pictures on class lists25. Using EMS to create a process to submit and load the Timetable26. Workflow system to manage catalog edits and archive online catalogs27. 16-week courses not meeting until the 2nd week (effects drop dates)

Any Questions?