www.monash.edu.au Prepared By: Neville Hiscox May 2004 Student Debt Management Versus Versus Customer-first Service Philosophy
www.monash.edu.au 2 Overview What is debt management in Student Administration?What is debt management in Student Administration? Who benefits?Who benefits? How do we manage fee collection and debt?How do we manage fee collection and debt? What facilities are there to assist students with the payment of their fees?What facilities are there to assist students with the payment of their fees? What is required for a successful debt management process?What is required for a successful debt management process? How do you educate stakeholders?How do you educate stakeholders? Anger management!Anger management! ConclusionConclusion
www.monash.edu.au 3 What is debt management in Student Administration? Expediting collection of student feesExpediting collection of student fees Reducing the amount of uncollected feesReducing the amount of uncollected fees
www.monash.edu.au 4 Who Benefits? FacultiesFaculties –Allows accurate monitoring of load and revenue against set targets Central ServicesCentral Services –Accurate DEST submissions –Assists university cash flow –Assists in meeting revenue forecasts
www.monash.edu.au 5 Who Benefits? Finance DivisionsFinance Divisions –Financial Resources Management - Less adjustments to fee distributions –Corporate Finance – Less write offs StudentsStudents –Equity for all –No unnecessary debt owed to Monash or deferred to the ATO
www.monash.edu.au 6 How do we manage fee collection and debt? 0 days: Fees Unit assess and invoices students0 days: Fees Unit assess and invoices students –Fees Unit (FU) sends hard copy invoice via post and emails students informing them of the ability to view their invoice online. Due date 11 days after issue date. + 12 days: (due date passed) = unpaid fees+ 12 days: (due date passed) = unpaid fees –FU sends students a hard copy Final Notice via mail. –FU sends student an email informing them of the amount due and the consequences of non-payment of the overdue fees. + 19 days: Unpaid Fees+ 19 days: Unpaid Fees –FU sends students an email informing them of the impending encumbrance.
www.monash.edu.au 7 How do we manage fee collection and debt? + 22 days: Unpaid Fees+ 22 days: Unpaid Fees –FU encumbers students. –FU sends students a letter via mail informing them of the encumbrance and further consequences if their debt with the university is not extinguished. + 36 days: Unpaid Fees+ 36 days: Unpaid Fees –FU sends students a letter of Invalidation via mail informing them their enrolment is no longer valid and to have their enrolment reinstated they must first pay a reinstatement fee –Pre-census, FU discontinues the student from their course and units, fees and load are removed. –Post-census FU discontinues the student from their course and units, fees and load remain.
www.monash.edu.au 8 What facilities are there to assist students with the payment of their fees? Fee extension facility for full-fee paying studentsFee extension facility for full-fee paying students Final year final semester payment planFinal year final semester payment plan Discount for fee paying students who pay for a full years tuition upfrontDiscount for fee paying students who pay for a full years tuition upfront Discount for siblings who are concurrently enrolledDiscount for siblings who are concurrently enrolled Management and invoicing of over 120 SponsorsManagement and invoicing of over 120 Sponsors
www.monash.edu.au 9 What is required for a successful debt management process? A robust Student Administration System with a WEB enabled environmentA robust Student Administration System with a WEB enabled environment –Callista –Online services Motivated and informed staffMotivated and informed staff –In the Service Centres –In the Fees Unit Solid business processesSolid business processes –Methodology –Work process instructions –Reports –Defined timelines Support from senior managementSupport from senior management –Fee Policy Systems supportSystems support –Where possible automation of processes
www.monash.edu.au 10 How do you educate stakeholders? Regular communication with Student Service CentresRegular communication with Student Service Centres Presentations to facultiesPresentations to faculties Communication to studentsCommunication to students –via email –ask.monash: Monash’s online self-help facility –on the web –by mail –presentations –word of mouth
www.monash.edu.au 11 Anger Management? Communicate the processCommunicate the process Introduce a robust appeals processIntroduce a robust appeals process Support frontline staffSupport frontline staff
www.monash.edu.au 12 Conclusion Debt management when managed effectively can deliver benefits for all stakeholdersDebt management when managed effectively can deliver benefits for all stakeholders We believe it is successful at Monash because:We believe it is successful at Monash because: –we treat students as our customers –it is a fair, equitable and transparent process –the team of people who administer the methodology take pride in the process
www.monash.edu.au 13 Quality of service depends on quality of process