FUTURE PLANS

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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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Sheila OBrien Special Advisor to the President
on Student Life
JIM DUNSDON Student Services
DAVID JOHNSTON E-Strategy
KATHLEEN MASSEY Enrolment Management

• INTEGRATED SERVICES
• Call Centre(voice, email)
• First Stop(in-person services)
• Virtual Front Counter
• Technical Support
• IntelliResponse
• Student Voice
• CRM system
• E-manual

• 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

• Student recruitment
• Undergraduate admission
• Registrarial services
• Regulatory and academic community support
• Student financial assistance support
• Undergraduate academic advising
• Classroom services

2 - way communication
2 - way communication
SAS Divisional Support financials, human
resources and communications
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• Were 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 Constitution
• Next 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 Standards
• Purpose
• 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
Director of Integrated Services
Director of Strategic Marketing
Director of Recruitment and Admissions
Associate Registrar Operations

• 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)

Planned increase of 5 FTEs over current state
NO CHANGE Undergraduate Programs Office
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• Enrolment Management New Organization
• 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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• Enrolment Management New Organization
• Next Steps

March 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

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• Alignment of Student Services
• Major 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

March Hire new Director, Wellness
Services Confirm Mission/Mandate for new Office
of the Student Experience April/May Begin
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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Lets hear from the students

• Technology isnt 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 its a small
  community, like its connected to me.
• Jessica, a millennial student, from Educause
  Review, Sept/Oct 2005

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And the experts

• 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

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E-Strategy
People Students, Faculty, Staff, Community
E-Learning
E-Services
Related Computer Systems
PeopleSoft
E-Support
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E-Strategy Organization
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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 Is
• 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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• Staff Investment Plan
• 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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• Staff Investment Plan
• 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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• Staff Investment Plan
• 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 Training
• Technology Training Plans
• Career Development Tools
• Change Management, Team Building
  Leadership Development

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• Questions?