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2 Shaped by our Catholic Benedictine heritage, CSS provides intellectual and moral preparation for responsible living and meaningful work.

3 OneStop Student Services delivers a seamless process to all students, allowing them to self-manage the business of being a student. OneStop is staffed by professional counselors who are cross-trained in financial aid, registrar and student accounts. The majority of transactions can be accomplished electronically at the OneStop page of the College’s Luminus portal (Cor) Students who need personalized attention have options to contact OneStop counselors via phone, or in person at the College’s OneStop office located on the Duluth campus.

Students have changed Traditional silo model Student concerns Student expectations Strategic priority 4

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Growing segment of student population enrolled in on-line, accelerated learning and graduate programs Students reported feeling disconnected Physical services not accessible Need for extended service hours Variations in business processes 7

Students Expressed Concerns ―Unsure where to go ―Run around ―Spending too much time on business matters ―Difficulty navigating processes ―Large segment of student population felt disconnected Defined Expectations ―Flexibility ―Convenience ―Clarity ―Current with evolving technologies 8

College strategic priority Support from Presidents Staff Addresses the needs of the projected growth of the online student population Process Improvement 9

Summer, 2010 – Task Force formed October, 2010 – Consultant visit December, 2010 – Project leadership and working subcommittees identified May, 2011 – Launched a Virtual website (interim) July, 2011 – OneStop counselors hired August, 2011 – Launched the portal - OneStop page January, 2012 – Physical OneStop location opened 10

Task Force Representatives ―Financial Aid ―Registrar ―Information Technologies ―HR ―Graduate & Extended Studies ―Student Senate Subcommittees ―Communication ―Virtual OneStop ―Services ―Business Process Redesign ―Metrics ―HR & Staffing ―Policy Review ―Student Focus Group 11

Increase student satisfaction Improve response time – resolve issues in a more timely manner Expand and enhance online processes and services Provide more friendly, welcoming physical and virtual environment 12

Enhance communication across departments Manage phone and communication for standard transactions, freeing up time to focus on more complicated issues Better utilize staff resources (cross training, flexibility) Streamline processes, avoid redundancy Better utilize technology 13

Build the right team Collaborate Enhance web-based services ―Student portal ―Informational website Review back office processes Identify technology as a change enabler 14

Majority of transactions should be completed via Banner Self Service Offer intuitive navigation Increase the number of self service features Offer 24/7/365 access 15

OneStop dedicated page in portal Self service functionality via portal Single sign on Targeted content Flexibility with changes FAQ’s 16

Sample Student View 17

Designed for prospective students, parents and alumni who don’t have portal access Migration of departmental web pages Content control and accuracy Quick link access FAQ’s 18

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Process Review Maximize investment in technology Transition of responsibilities Information sharing critical to OneStop success Back office processing ―Function ―Process ―Banner form ―Purpose ―Position ―Frequency 20

Implementation of BDM Implementation of UC4 Utilization of National Clearinghouse Automation of payment plan Enhancement of online processes – use of cold fusion forms 21

Unclear communication Timing of processes Limited resources Undefined policies 22

Create a communication strategy Develop and share a process calendar Enhance the use of technology Develop a “dynamic” checklist Embrace innovation 23

Gain support from management Research best practice Hire a consultant Solicit input from students Communicate / communicate / communicate Celebrate success Hire the heart Understand the student life cycle Review student processes Understand institution policies 24

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