2. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #1 MAIS Connection Conference – November 19, 2008 Elvis has NOT Left the Building Utilizing Technology and Data to More Effectively Serve Students Presented by: Doug Levy & Vickie Crupper UM Office of Financial Aid

3. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #2 MAIS Connection Conference – November 19, 2008 Agenda OFA Volumes, Service Model ELVIS –What is it –The process - functional –The database – technical –Benefits Comprehensive Student Financial Aid Record Questions, Wrap-Up

4. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #3 MAIS Connection Conference – November 19, 2008 OFA Annual Volumes 25,000 students applied for aid 70,000 phone calls were received 12,000 walk-in visits occurred 250,000 document pages were received 750,000 e-mails & letters were sent & received 1,000,000 hits were made by students on Wolverine Access financial aid transactions 200,000 view-only hits were made by parents on Wolverine Access financial aid transactions

5. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #4 MAIS Connection Conference – November 19, 2008 OFA Service Model Professional staff speak directly with all visitors. Staff are assigned to general client walk-in, telephone and e-mail traffic on a rotating basis. Satellite office is staffed part-time. Strong desire to proactively provide students with all of the information they need to understand their financial aid and to make informed decisions Encourage students to utilize self-service transactions and other such resources to manage their financial aid

6. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #5 MAIS Connection Conference – November 19, 2008 What is ELVIS? A hunka hunka burnin’ love ? Nothin’ but a hound dog ?? A tacky Vegas lounge act ??? Ok, fine, no more lame Elvis references, I promise...

7. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #6 MAIS Connection Conference – November 19, 2008 What is ELVIS? EL ectronic V isitor I nformation S ystem An automated student sign-in, queue management and reporting system Replaces old paper sign-in approach OFA-developed MS Access database application Data is integrated with M-Pathways, both on the front end and the back-end Also used for student phone traffic in OFA

8. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #7 MAIS Connection Conference – November 19, 2008 The ELVIS Process

9. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #8 MAIS Connection Conference – November 19, 2008 The ELVIS Process 1.The student’s M-Card is swiped. A name lookup is automatically performed.

10. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #9 MAIS Connection Conference – November 19, 2008 The ELVIS Process 1a. Manual entry is done for students without their M-Card and for other visitors.

11. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #10 MAIS Connection Conference – November 19, 2008 The ELVIS Process 2.A desktop dashboard notifies counselors assigned to walk-in traffic of visitors.

12. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #11 MAIS Connection Conference – November 19, 2008 The ELVIS Process 3.An available counselor checks a box on the dashboard which assigns to him/her the next visitor waiting.

13. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #12 MAIS Connection Conference – November 19, 2008 The ELVIS Process 4.The counselor clicks the “Show Previous Visits” button and then cut-and-pastes the ID from ELVIS into M-Pathways to bring up the student’s FA Status screen

14. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #13 MAIS Connection Conference – November 19, 2008 The ELVIS Process 5.The counselor goes from his/her office to the lobby and greets the student by first name. (This impresses the student who did not initially give his/her name to the receptionist). The student then follows the counselor to the counselor's office.

15. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #14 MAIS Connection Conference – November 19, 2008 The ELVIS Process 6.After the counseling session is finished, the counselor clicks the “Visit Completed” button on the dashboard.

16. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #15 MAIS Connection Conference – November 19, 2008 The ELVIS Database

17. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #16 MAIS Connection Conference – November 19, 2008 The ELVIS Database

18. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #17 MAIS Connection Conference – November 19, 2008 The ELVIS Database

19. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #18 MAIS Connection Conference – November 19, 2008 The ELVIS Database

20. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #19 MAIS Connection Conference – November 19, 2008 The ELVIS Database

21. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #20 MAIS Connection Conference – November 19, 2008 The ELVIS Database

22. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #21 MAIS Connection Conference – November 19, 2008 ELVIS Benefits Increased privacy for students More productive advising sessions with the student More effective and proactive staff resource management More effective ac hoc peak-load management

23. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #22 MAIS Connection Conference – November 19, 2008 ELVIS Benefits (cont.) Data-driven evaluation of service Data-driven training of staff More flexibility in the physical layout of the office More professional, satisfying and efficient sign-in and waiting-room experience for visitors

24. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #23 MAIS Connection Conference – November 19, 2008 Comprehensive Student Financial Aid Record Combining PeopleSoft-delivered functionality, MAIS-developed add-ons, ImageNow, OFA internal initiatives and ELVIS, counselors in the Office of Financial Aid have at their fingertips, via the Financial Aid Status screen on M- Pathways, a wealth of information that presents a comprehensive view of the student.

25. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #24 MAIS Connection Conference – November 19, 2008

26. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #25 MAIS Connection Conference – November 19, 2008 Questions & Wrap-Up

27. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #26 MAIS Connection Conference – November 19, 2008 Contact Information Office of Financial Aid University of Michigan 2500 Student Activities Bldg. Ann Arbor, MI 48109-1316 Phone: (734) 763-4119 FAX:(734) 615-2641 Doug Levy douglevy@umich.edu Vickie Crupper vcrupper@umich.edu

28. Elvis Has NOT Left the Building: Utilizing Technology and Data to More Effectively Serve Students Slide #27 MAIS Connection Conference – November 19, 2008 The Big Finish Drum Roll, please…...