Student Services Online: A Look at the Complexities

1
Student Services On-line A Look at the
Complexities

• Robert C. Walling
• President
• HigherEdAdvisors
• Creating Strategic Blueprints for Successful
  Decisions

2
My Biases Observations

• 16 Yrs as Campus Administrator
• 15 Yrs as Technology Provider
• 2 Yrs as Technology Advisor to
• Colleges Universities
• Contact
• Robert C. Walling, President
• HigherEdAdvisors
• Rwalling_at_HigherEdAdvisors.com
• 623.544.3221

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What Constitutes On-Line Student Services?

• The Ability for a Student to Access Information
  and/or Student Records in Other than Paper Record
  Form.
• Over a Telephone Line (IVR or Human)
• Scanned Image Retrieval
• Devices such as Cell, Kiosk, PC, PDA
• Intranet or Internet Access to
• Portals
• Web Sites
• Email Communication

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Influencing Drivers The 5 Ws of Inquiry

• Who
• What
• When
• Where
• Why

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Who Wants the Service?

• Student Driven?
• Parent/Other Constituent Driven?
• Faculty Driven?
• Administration Driven?
• Or No Discernable WHO
• Who will Say Yes?
• Who will Pay for IT?
• Who will Decide Buy vs. Build? Note that
  Partner Always is a Buy

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What Do They Want?

• Access Only to Information
• Update to Existing Records
• Creation of New Records
• Acceptable Access Modes
• Get It Done Quickly
• Have Funding Come from Someone Elses Budget
• Know What Need this Service is Solving?

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When

• When is this Service Needed?
• When will Resources be Available?
• When should Approval be Sought?
• When should Project be Announced?
• When should Project be Started?
• When should Project End?
• When is Enough, Enough?

8
Where

• Will Funding Originate from?
• Will Content Decisions Be Made?
• Will Requirements be Documented and by Whom?
• Will the Decision Come From?

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Why

• Do We Need To Change Things?
• Do Some Areas Get Improvement?
• Do I have to Be Part of the Decision?
• Cant I be Part of the Decision?
• Are We Spending Money on This?
• Are We Giving Up Control?

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Next Steps

• If the Conclusion (Consensus?) is to Buy Student
  On-line Services Capability, then How Do You Do
  IT?

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Vendor Review

• Will an Advisor be used?
• Do You Need an External Facilitator?
• Can They Save Time and Money?
• Are They Vendor Knowledgeable Neutral?
• Determine Total Cost of Ownership
• Over 3, 5, 7 ,10 Years or More!
• Dig Deep to Uncover All Costs!
• You will Re-buy Any Software Many Times thru
  Maintenance Escalators!

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Vendor Review

• Identify Vendors to Consider
• Advisor Recommendations
• WCET Website www.edutools.info
• WCET Listserv Request
• WCET Partners See Exhibitors
• Educause Listserv Request www.Educause.edu
• Association Affiliations
• Institutional Peer Colleagues

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Vendor Due Diligence

• Issue Request for Information (RFI/RFP)
• To Get Vendor Commitments in Writing
• Background Due Diligence
• www.sec.gov (Public Companies)
• www.google.com (Companies People)
• www.lexisnexis.com/courtlink (Legal)
• Review Financial Statements (Audited?)
• Talk to Vendors Clients Many Scripted
• Seek Demonstrations Ask for Trial Use/Pilot
• Negotiate Favorable Terms (Reflecting Your
  Risk/Reward-Advisors Should Help Strategize)

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Potential Benefits

• Project Comes in On-time/Budget!
• The Intended Needs are Realized!
• Students/Constituents are Ecstatic!
• Campus Politicos Buzz with Good News!
• Detractors become Supporters!
• All Parties Now Work Collaboratively on Future
  Projects Institution wide!
• Enrollment/Fundraising Records Broken!
• Vendor(s) Remains in Business!
• A Happy Ending for All!