SAS Project Insight Planning Session 1 Good Morning!
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SAS Project Insight Planning Session 1 Good Morning!
SAS Project Insight Planning Session 2 SAS Town Hall Project Insight January 25, 2006
SAS Project Insight Planning Session 3 Agenda Review of what matters: staff, students, best in class New Culture New Service Principles Organizational alignment of services What’s Next - Implementation Questions
SAS Project Insight Planning Session 4 What Matters to Staff & Students Service integration/improved workflow Rationalize timelines and academic policies Rationalize organizational design (internal and external to SAS) Review approach to and integration of Service Desks Improve knowledge level and communication across units Continued focus on improving customer service Simplify service points of entry and reduce transfers and inconsistencies Normalize and extend, as appropriate, hours and capacity of service Improve quality and access to documentation for staff and students Improve visibility of services Provide value added service to students for their investment Create more on-line service improvement Deliver more services through electronic applications Improve informational content, structure, and navigation
SAS Project Insight Planning Session 5 What Matters to Staff & Students (cont.) Align service capabilities and capacity with U of C priorities Including associated staff resourcing levels, support tools, and development Improved support for experiential learning and career skills development Align programs (Residence, ISC, Native Centre, PSO, SAFA, etc.) to enrollment plans and strategic goals Improve physical space Student spaces Staff work space Infrastructure improvements Improve signage Improve the sense of community Get more students engaged in the U of C Extend reach of services to more students Improve staff satisfaction levels and career enhancement opportunities
SAS Project Insight Planning Session 6 Best In Class Research: Critical factors for success Integration is comprehensive and based on service function Contact points for students are pulled together in one location e.g. email, phone, mail, in-person Decisions are made at the point of student contact High level of staff training On-line services compliment in-person services Physical space accommodates the work function
SAS Project Insight Planning Session 7 New Culture Collaboration is the foundation of our work: resources will be available across SAS to provide service to students We will resolve student issues at the point of contact Overall, 80% of our transactional service will be delivered on-line; 20% high touch/high value add We will provide ongoing professional development and training in a learning organization We commit to continuous improvement to quality Guided by regular assessment Collaborative problem solving We will be Best in Class We will enjoy the privilege of working with students!
SAS Project Insight Planning Session 8 New Service Principles We will provide staff with the training and knowledge to help students access all our services Technology is the foundation for supporting service delivery for students and staff Our communication with students will be timely, professional, integrated, and relevant to the student life cycle We will have consistent SAS services standards across all functions: e.g. Response times Hours
SAS Project Insight Planning Session 9 Organizational Design Criteria Meet or exceed student and client expectations Faster, accurate information access – reduce manual and duplicate efforts Clear workflows, aligned to our policies and integrated with appropriate services True integration – eliminate shadow organizations Direct alignment to U of C priorities and enrollment plan – both operational and strategic positioning Meet or exceed staff expectations for work environment and career development opportunities Develops staff to become highly knowledgeable, recognized for expertise on campus – known as leaders
SAS Project Insight Planning Session 10 Wellness (physical, mental, & spiritual) Services for students with a disability Services for native students Services for co-op programs and employment transition Services for all international students and students going abroad Orientation Student life, leadership, and engagement Student Housing SU/GSA Relations Organizational Alignment Student Services
SAS Project Insight Planning Session 11 Organizational Alignment Integrated Call Centre (voice, email) First Stop (in-person services) Virtual Front Counter Technical Support “IntelliResponse” “Student Voice” CRM system E-manual Student recruitment Undergraduate admission Registrarial services Regulatory and academic community support Student financial assistance & support Undergraduate academic advising Classroom services Enrolment Management
SAS Project Insight Planning Session 12 Organizational Alignment Executive Director E – Strategy The sourcing, implementation, and delivery of all electronic platforms Technology to support service to students Integration of on-line services New awards management system Student prospect database Emerge implementation SAS instant service communication SAS technology strategy CCDL
SAS Project Insight Planning Session 13 INTEGRATED SERVICES Call Centre (voice, email) First Stop (in-person services) Virtual Front Counter Technical Support “IntelliResponse” “Student Voice” CRM system E-manual Student recruitment Undergraduate admission Registrarial services Regulatory and academic community support Student financial assistance & support Undergraduate academic advising Classroom services 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 JIM DUNSDON Student Services 2 - way communication DAVID JOHNSTON E-Strategy KATHLEEN MASSEY Enrolment Management Sheila O’Brien Special Advisor to the President on Student Life SAS Divisional Support financials, human resources and communications
SAS Project Insight Planning Session 14 Significant Organizational Changes Creation of “Executive Director, E-Strategy” position Functional integration of services a)Enrolment Management Enrolment services and Registrarial Services New service unit focused on integrated support to students b)Student Services Addition of the Disability Resource Centre, Native Centre, International Student Centre, U of C 101 Focus on developing service standards across departments Student Payments in one place Development of a “Staff Investment Plan” to guide recruitment, hiring, orientation, and training activities
SAS Project Insight Planning Session 15 What’s Next? Feb 3 – Student Services Planning Retreat Feb 21 – Enrolment /Registration Planning Retreat Staff Investment Plan finalized March 1, 2006 We will begin implementation March 1, 2006
SAS Project Insight Planning Session 16 Implementation Timelines Roll out of final org design: Feb 28 Development of key roles and competencies: March 31 Connecting people to jobs through postings or placements: April, May Short term space plan developed: April Transition through development and training: April – August (on going) We’re all in this together!