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| Assess and Evaluate Service Standards in theStudent Accounts Division |  | Measure: Clearly Define Services of the Student Accounts & Bursar Services Office to the Community Other level; Indirect - Other | |  | | | Proposed actions to achieve goal: (1) Add additional content & FAQs to our website for students/tuition payers.
(2) In-house printing/production of brochure of our services and annual calendar of activity and 'important dates' for distribution to families (with a modified version for campus colleagues) (3) Development of a Client Action Request procedure for passing information to FAA team (now that they relocated) if a student queries our office under the guise of a billing problem.Expected Results: (1) Clearly defining our office's role and services will educate our constituencies and allow for meaningful surveying.
(2) Sharing our office's responsibilities to others will help improve initiatives of efficiency and effectiveness across campus departments. Departments becoming more educated about the billing and registration cycle will expedite responses to students' questions and reduce late requests and complaints.
(3) We hope to reduce confusion and educate students regarding the complexities of how their aid gets processed to their bill while at the same time looping information & processing issues to FAA for their quality improvement as well Details/Description: |
| | | Measure: Conduct random service assessments & a student focus group Other level; Indirect - Focus Group | | | | | | Proposed actions to achieve goal: During our peak cycles, senior team members will select random students/families to conduct a phone interview to gauge their use of our services and their experience with us whether in-person, by phone, or by email. Additionally, once a year, a senior team member will conduct a student focus group to obtain student feedback about service expectations, experiences, threshold for increasing online technologies, etc. Expected Results: Client assessments will help us refine our goals and feedback will cycle in to our direct servicing as well as the servicing of other departments. Details/Description: Client Review Form will be developed for use by 3 senior team members. |
| | | Measure: Quarterly Meetings with Interdepartmental Senior Team Members Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Quarterly meetings will be held with documented agendas and minutes to review policy and protocol. Working together to develop and revise procedures is extremely important for the student experience. Many departments have experienced staff transition, especially at the most senior levels, so collaboration is vital and key. Expected Results: Our area is anticipating the following new/revised interdepartmental policies: 1- Late add/drop processing 2 - registration clearance procedures 3- Address & SSN updates 4 - Account updates triggered by financial aid adjustments Details/Description: |
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| Maintain/Lower Student Receivables Trends Student Accounts doe snot view billing as a utility, but as an integral part of the educational services provided to students & their families. Maintaining & lowering receivables not only lends to our fiduciary responsibilities & assists the College in stewarding resources necessary for its mission, but collaborating effectively with Financial Aid Administration and recommending that families utilize their counseling for financial planning helps ensure our students/families are taking responsible and timely measures toward their own goals of earning a degree and this assists with overall retention of our student body. | | Measure: Enhance development of Online Payment Gateways Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Continued collaboration with ITS in taking advantage of our new TouchNet software. The capabilities of this new vendor offers a platform for easier set-up of miscellaneous gateways and therefore, ITS time can be redirected in phase 2 of various purchases that we can prevent if there is outstanding balance past due: Fitness Center service, Student Activities purchase) so that a student with a current balance owed to the College will be prevented from onboarding to the Marketplace website. Expected Results: Directing students to visit our office anytime *after* the published payment deadline dates for each term will reduce our receivables when students are mindful about missed deadlines or the need to follow up with financial aid administration for aid processing matters or necessary finance planning. Details/Description: |
| | | Measure: Re-establish online onboarding tool for the start of each Academic Year Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Student Accounts will work with ITS to re-imagine the concept of the online finance planning checklist. Providing students with a seamless delivery of all required notices and offerings and using the same online platform to collect necessary responses will assist in our follow up with students. Expected Results: Identifying students who have not responded to requirements assists in the collections process and helps students and families who may be overwhelmed with the process. We expect to see a higher rate of completion of the required checklist than in the prior year. Details/Description: |
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| Improve Billing & Payment Processing for Non-Standard Term Programs (Online & SCPS Continuing Education) Retention of students in these non-traditional cohorts is vital to the College's mission and program growth. The program's enrollment structure brings unique challenges to overall administrative processing across several departments and these result in specific challenges to the timeliness of the Student Accounts' delivery of billing and collections. Success in this area is mandatory for the retention of students and also required for ongoing recruiting efforts since working adults and online students have unique, financing concerns. | | Measure: Hire a designated Student Account administrator to assist with processing Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Hire a Student Account administrator to assist with expanded processing needs Expected Results: An additional administrator will allow for the appropriate time for the team to respond to increased processing needs. Senior team personnel will reduce overload hours worked. Details/Description: Increased processing load: Refunding, Online Programs, SCPS modular programs, Overcredit Billing |
| | | Measure: Provide Improved Invoicing for Non-Traditional Students Seeking Employer Reimbursement Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Collaborate with ITS to implement an automated/expedited method of providing timely and useful invoicing to these students who rely on quick reimbursement so they can continue seamlessly from one module to another for their degree. Expected Results: We expect to see a ROTI for our Student Account Coordinator who struggles to turnaround the invoices manually, especially at peak cycle times. Details/Description: Target date is January 2018. |
| | | Measure: Quarterly Meetings with SCPS, Registrars, Admissions & Financial Aid Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: A formal meeting each term with senior team members of these departments is vital so that a review of all administrative procedures is reviewed prior to the billing cycle. Start and end dates, designations for part of term, alignment of web registration dates, aid memo and disbursement dates and account holds all needs to be in order so that student can be presented with valid billing with pertinent payment options. Expected Results: An agenda with a rotating responsibility of each department to record and distribute minutes for review and recommendations. Details/Description: |
| | | Measure: Student Account Analyst to Continue Training & Work on Solutions with Ellucian/Banner & TouchNet Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Student Account Analyst will attend the annual Ellucian Live Summit training and devote time to consult with our Ellucian partners on ways to enhance our bill presentation for traditional and non-traditional terms. Our Analyst will continue to seek enhancements with our new payment provider, TouchNet, for ways to offer non-traditional SCPS and Online students with a designated way to direct their payments to the correct term. Expected Results: Improved solutions will be in place and there will be fewer transaction revisions on the system/reduced errors. Details/Description: |
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| Continue Growth & Expansion of Technology and Innovative Services Technology continues to expand rapidly and there is an ongoing challenge to connect both students/tuition payer (Student Accounts) and campus-wide constituents (Bursar Services) with available technology. Anticipating emerging needs of both populations and delivering user-friendly tools and easy-to-track solutions that are cost-efficient for a college of our size is a continuous goal.
Student Accounts will seek out the latest in technology and search for improved solutions to bring billing, payment, and refund processing up to par with the most comprehensive services available to the higher education market. | | Measure: Develop new Banner Workflows & enhance existing ones Other level; Indirect - Other | | | | | Proposed actions to achieve goal: Complete phase two of Workflow for Complete Withdrawal from College
Develop/Implement Workflow for Late Add/Drop Registration for Graduate Students
Develop/Implement Workflow for Scholarship Payment Processing
Design Workflow for Financial Clearance for Late Registration/Late HousingExpected Results: 1 Workflow will be revised to completion
2 Workflows will be developed and implemented
3 Workflow will be designed & implemented for use 2018-2019 Details/Description: |
| | | Measure: Hire a designated Student Account administrator to assist with processing Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Hire a Student Account administrator to assist with expanded processing needs Expected Results: An additional administrator will allow for the appropriate time for the team to respond to increased processing needs. Senior team personnel will reduce overload hours worked. Details/Description: Increased processing load: Refunding, Online Programs, SCPS modular programs, Overcredit Billing |
| | | Measure: Implement Banner Document Management System Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Deploy the document imaging technology available via Banner. Programmer Analyst will attend Ellucian Summit sessions and work closely with ITS to set up indexing. Expected Results: The office expects to reduce its physical storage of files by 50% by the end of 2017-2018 Details/Description: |
| | | Measure: Implement new TouchNet technology Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: Work with ITS team in programming TouchNet software solution. Focus on e-delivery of 1098-T tax forms and design new gateways for miscellaneous revenue items. Expected Results: (1) Reduced phone calls from families regarding missing tax forms
(2) Student Account personnel satisfaction will increase
(3) Internal Controls will be improved through centralized administrative reporting tools
(4) Increases in student satisfaction with earmarked questions regarding speed of refund delivery, speed of 1098-T delivery, e-bill options. Details/Description: by end 2017/18 - reduce cash transactions across campus by 20% with increase in gateways
for 2018/19 - roll out use of mobile technology |
| | | Measure: Work towards Best Practice Standards in Student Refunding Other level; Indirect - Other | | | | | | Proposed actions to achieve goal: The new TouchNet ecommerce platform provides the most up-to-date capabilities in Refunding. Student Accounts will continue work with (1) priority code assignment for FA funds (2) FA budgeting and overaward controls and (3) training & development of internal control features for Direct Deposit, Debit Card distribution, and availability of necessary ATM types on campus. Expected Results: Automating refunds in various methods will increase student satisfaction but varied processing will increase student/parent demand and increase questions and need for information and advice. This will dramatically increase demands of the Student Accounts office, particularly in the area of ensuring financial and regulatory controls an compliance, and require the hire of a new administrator Details/Description: |
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Student Accounts & Bursar Services 2017-2018