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CUMREC 2003 Budget Cuts - Meeting the Crisis Head On! Cheng H. Khoo Director Admissions & Records and Student Systems Development West Virginia University.

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Presentation on theme: "CUMREC 2003 Budget Cuts - Meeting the Crisis Head On! Cheng H. Khoo Director Admissions & Records and Student Systems Development West Virginia University."— Presentation transcript:

1 CUMREC 2003 Budget Cuts - Meeting the Crisis Head On! Cheng H. Khoo Director Admissions & Records and Student Systems Development West Virginia University Monday, May 12, 2003 Copyright Cheng Khoo, May This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from that author.

2 News Report WV – proposal to reduce appropriations to state colleges and universities by about 13%. This, combined with mandated expenditures for insurances and other costs, presented us with a combined university possible deficit of about $28 million. –President Hardesty, Remarks to the WVU Board of Governors, April 4, 2003

3 News Report Leaders of Maryland’s public university system are preparing a proposal that would raise tuition by nearly 20 percent over last fall’s charges to make up for roughly half of the $60 million of cuts they expect Gov. Robert L. Ehrlich Jr. to order soon, according to sources close to the system. –Amy Argetsinger and Lori Montgomery, Washington Post Staff Writers, May 8, 2003

4 Budget Cuts - Meeting the Crisis Head On! Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

5 Budget Cuts - Meeting the Crisis Head On! Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

6 Budget Cuts - Meeting the Crisis Head On! West Virginia University

7 Budget Cuts - Meeting the Crisis Head On! West Virginia University –Founded in 1867 as a land-grant institution –169 degrees offered in 13 schools and colleges –Home of the PRT (Personal Rapid Transit) people-mover that transports students from campus to campus

8 Budget Cuts - Meeting the Crisis Head On! West Virginia University –The only university that offers a degree in forensic identification –WVUp All Night includes free concerts, food, and activities for students every weekend –More than 270 student organizations.

9 Budget Cuts - Meeting the Crisis Head On! West Virginia University –Morgantown, located about 70 miles south of Pittsburgh, was named the “Best Small City in the East” –West Virginia’s low crime rate and campus safety efforts make WVU one of the safest campuses in the nation

10 Budget Cuts - Meeting the Crisis Head On! Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

11 WVU Vision West Virginia University is a student-centered learning community meeting the changing needs of the people of West Virginia and the nation through teaching, research, service, and Technology Budget Cuts - Meeting the Crisis Head On!

12 Student Affairs Mission The Student Affairs Division supports West Virginia University’s student-centered learning environment, allows students to fully develop, and in partnership with our University colleagues, offers the highest quality programs, services, and opportunities, based on a foundation of values and the Mountaineer Creed. Budget Cuts - Meeting the Crisis Head On!

13 Student Affairs Values Absolute integrity -- honest at all times: Always tell the truth Commitment to excellence -- set and adhere to high standards: Do the right thing Wisdom -- competent in your job: Know your job and do it well Respect human dignity and cultural diversity: Respect for others Compassion and humility -- a little tolerance of others never hurts: Be kind, understanding, and humble Communicate clear and concise information: Pass on the right information Budget Cuts - Meeting the Crisis Head On!

14 Admissions and Records Mission Admissions and Records strives to process applications for admissions accurately and timely, and facilitate matriculating students’ education and progress towards graduation by providing student-centered services. Budget Cuts - Meeting the Crisis Head On!

15 Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

16 Budget Cuts - Meeting the Crisis Head On! ADMISSIONS & RECORDS STUDENT SYSTEMS DEVELOPMENT Cheng H. Khoo Director ADMISSIONS Marilyn Potts Assistant Director (24/28 staff) RECORDS Steve Taylor Registrar (15/16 Staff) DATA COMMUNICATIONS Kenton Colvin Assistant Director (7/8 Staff) STUDENT SYS. DEV. Donna Hylton Associate Director (13/14 Staff) Diane O'Connor Secretary

17 Budget Cuts - Meeting the Crisis Head On! Inefficient Processes – Lots of Rework and/or Non-Productive work in office Divided Staff – Lack of Cooperation among Units Poor Staff Moral

18 Budget Cuts - Meeting the Crisis Head On! High Absenteeism - Stress Poor Customer Service WVU possible deficit of about $28 million (Have announced elimination of 5 varsity sports programs this FY year)

19 Budget Cuts: Meeting the Crisis Head On! Office Budget Cuts –FY $53,000 –FY $100,000 –FY $30,900 –FY $23,700 / $47,400 projected Processing Backlog – continuing requests for overtime hours, hiring of temporary staff

20 Budget Cuts - Meeting the Crisis Head On! Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

21 Budget Cuts - Meeting the Crisis Head On! Support from Upper Management Articulate Goals to Staff Clearly –Meet budget cuts –Improve processing efficiency –Improve customer service – students, faculty and staff

22 Budget Cuts - Meeting the Crisis Head On! Provide tools, training and better working environment to staff Goal is NOT to target staff for elimination Increase Use of Technology

23 Budget Cuts - Meeting the Crisis Head On! Roads to failure - pack your bags? Danger Signs Landmines to look for?

24 Budget Cuts - Meeting the Crisis Head On! Lack of support from Upper Management Complaint of micro-management Grievances

25 Budget Cuts - Meeting the Crisis Head On! Traditions in the office –We have always done it this way –It is not in my job description –Are you paying me for this higher pay grade task? Solution does not have to solve 100% of problem Poor communication with external constituents

26 Budget Cuts - Meeting the Crisis Head On! Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

27 Budget Cuts - Meeting the Crisis Head On! Our Solution Office/Staff Reorganization Procedural/Policies Changes Increase Use of Technology

28 Budget Cuts - Meeting the Crisis Head On! Office/Staff Reorganization Relocated Freshman Admission Unit from another building back into the main Admissions Office –Increased supervisor productivity by eliminating travel between two offices –Improved processing efficiency of one staff in satellite office – half of her time was spent as “receptionist” for building –$$ savings in copier cost –Additional printer in main office benefits rest of the unit –Ready access to FAX machine in main office

29 Budget Cuts - Meeting the Crisis Head On! Office/Staff Reorganization Reduced two supervisors in Admissions Unit by combining: Freshman Unit & Transfer Unit into Freshman/Transfer Unit Graduate Unit & International Unit into Graduate/International Unit

30 Budget Cuts - Meeting the Crisis Head On! Office/Staff Reorganization Reduced Graduate/International Unit by two staff due to retirement and medical leave –Work reassigned to remaining staff in unit –Two staff position upgraded because of additional responsibilities

31 Budget Cuts - Meeting the Crisis Head On! Office/Staff Reorganization Reviewed and rewrote job description of Receptionist in Admissions –Training on use of Student Information System Improved customer service to prospective students and families Improved efficiency of processing staff with less interruptions from prospective students and families –Changed procedure in creation of student folders –Former receptionist retired, replaced by receptionist from another unit

32 Budget Cuts - Meeting the Crisis Head On! Office/Staff Reorganization Reviewed and rewrote job description of staff in the Records Unit to be half time in Records and half time in Admissions. Pay grade upgraded. –Improved processing efficiency of staff by installing modem on PC fax enrollment verification instead of printing and using fax machine Fax software allows for archive of verification sent

33 Budget Cuts - Meeting the Crisis Head On! Office/Staff Reorganization Create Data Communication Unit to streamline processing and improve staff productivity –New unit made up of data entry operators from Admissions, telephone operators from Records, and ad hoc reporting unit from Student Systems Development –Data entry operators and telephone operators cross-trained –Assistant Director from SSD transferred to supervise new unit

34 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Four admissions staff (freshman, transfer, graduate, international) making daily application fee deposits in the student union –One admission staff and one transcript staff make daily deposit today Recalculate transcript GPA from colleges/universities using +/- grading scale for admissions (minimum GPA of 2.0 for transfer students) –Eliminated practice today

35 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Post transfer work after delete for non-payment of fees – a contradiction –We now post transfer work immediately on admissions to facilitate advising and also provide a professionally printed transcript of transfer work instead of handwritten form for advisors –Students now have access to transfer information on the Web

36 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Recalculate undergraduate cumulative GPA for graduate applicants from domestic colleges and universities –Eliminated practice today Post high school core courses into BANNER/STAR for all domestic freshman –Eliminated practice today

37 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Beginning of each semester, setup PC and printer in the Student Union and E-Moore Hall to allow students to print their schedule –Eliminated lines in Admissions and Records

38 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Board reporting required extensive manual adjustment to file in the past and took over a month to complete –Fingers pointed in every direction –GIGO - garbage in, garbage out - main source of problem Records now run edit programs regularly and routinely cleans up inconsistent data –The Fall 2002 report was submitted -- A DAY EARLY

39 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Duplicate records in BANNER/STAR - almost one FTE used to clean up duplicate records in the past –Retrain data entry staff in Admissions to identify students already in system, eliminating the manual creation of duplicates –Duplicates created by tape loads (ACT/SAT) are cleaned up within a week of the load –Report of possible duplicated created regularly and staff is expected to clean up the duplicates regularly –Average of about 10 complex duplicates daily now

40 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes The data entry unit prints labels for all new applications entered into system to create the application folder instead of staff typing the application folder. Removed most typewriters from office, saving cost of maintenance, and forcing staff to change work habits

41 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Implement new processing procedures in international student application processing Game Plan – Admit early, send I-20 immediately –Modify International Application form to request address –Evaluation of missing application fee and application documents is done together now –If address is provided, student notified of missing items by -- $$$

42 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Implement new processing procedures in international student application processing (cont.) –Required application documents are now entered into the computer. If students or call, staff will no longer have to look for the application folder to respond –Student staff responds to requests for application status or requests for information - standard replies created, cut and paste

43 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Implement new processing procedures in international student application processing (cont.) –No longer stamp “Application Fee Paid” on application form –Notify students when application folder is complete and sent to graduate department for admission decision - use whenever provided -- $$$. Eliminates correspondence from students about admission status and requests for graduate assistantship –Financial documentation is now requested in US currency - saves staff in conversion to US currency before we can issue the I-20

44 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Implement new processing procedures in international student application processing (cont.) –Eliminate posting previous college work in BANNER/STAR until student is admitted. –Revised Department Decision form to include graduate assistantship award information and if department will admit for future term

45 Budget Cuts - Meeting the Crisis Head On! Procedural/Policies Changes Implement new processing procedures in international student application processing (cont.) –Contact Graduate Departments if application folder was sent over a month ago –All requests for information and application forms are directed to web sites. In the past, we mailed out thousands of International Brochures -- $$$ savings in printing, postage and handling –Two students hired to respond to international requests for information and application status

46 Budget Cuts - Meeting the Crisis Head On! Increase Use of Technology IVR Upgrade and Web for Student Implementation –96 phone lines on IVR generated complaints during pre- registration. –Fall 2000 first day of Pre-registration for Freshman moved from Monday to Saturday - Telecommunication reported we received 111,328 calls. Only 1800 of those calls were completed calls. –Web Registration - Spring 2002, maximum of 1200 students registering at one time - NO COMPLAINTS :=)

47 Budget Cuts - Meeting the Crisis Head On! Increase Use of Technology IVR Upgrade and Web for Student Implementation (cont.) –IVR phone lines upgraded and reduced from 96 to 24 lines - savings in telephone monthly line cost and 800 telephone charges. Allows student to access grades and pay tuition and fees with a credit card. –Students have access to demographic information, academic history (transcripts), financial aid, student accounts, courses registered, housing assignment, etc

48 Budget Cuts - Meeting the Crisis Head On! Increase Use of Technology Implemented Web for Faculty –Grade entry by faculty –Up to the minute class roster –Release restriction to course enrollment for student by primary faculty –Information on students registered in faculty’s class

49 Budget Cuts - Meeting the Crisis Head On! Increase Use of Technology Implemented Mountaineer Information Xpress (MIX) –Web portal for students – , calendar, targeted messages for all students –Chat room and Bulletin Board for faculty and students –One sign on to MIX and Web for Student product Schedule Printing in Mountainlair and E-Moore Hall

50 Budget Cuts - Meeting the Crisis Head On! SUMMARY Savings of $175,000 in personnel cost - 5 positions eliminated Savings in telephone charges on both office and IVR Savings in international postage, printing of International Brochures Increased International Student Enrollment –Fall ,180 students –Fall ,315 students

51 Budget Cuts - Meeting the Crisis Head On! SUMMARY Processed more applications with less staff in admissions, no overtime, comp time or temporary employees –Fall ,341 applications –Fall ,191 applications –Fall ,862 applications –Fall ,791 applications

52 Budget Cuts - Meeting the Crisis Head On! SUMMARY Increased staff moral Lower absenteeism due to stress Increased processing efficiency of office INCREASED SERVICE TO STUDENTS

53 Budget Cuts - Meeting the Crisis Head On! Presentation Outline –Introduction –Vision, Mission, Values –Background –Issues to Consider –Examples of what we did –Lessons learned

54 Budget Cuts - Meeting the Crisis Head On! Empower Supervisors and Staff –Permission to make exception –Transfer Packets - $$$ –Transient Forms Listen to staff input Treat staff with respect and dignity –Be flexible when necessary Provide training and retraining if necessary

55 Budget Cuts - Meeting the Crisis Head On! Continue to monitor staff productivity –Processing 4 folders a day to 20 plus folders a day Be on the alert for unnecessary work and rework

56 CUMREC 2003 Budget Cuts - Meeting the Crisis Head On! Cheng H. Khoo Director Admissions & Records and Student Systems Development West Virginia University Monday, May 12, 2003


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