The Pathway to Success Sycamore Express One Stops Goal 1 – Initiative 3

Accomplishments Since Report Installation of payment kiosks in a PCI-DSS compliant environment Review and recommendation of Portal enhancement Continued Quality Service training Integration of staff within Admissions and Financial Aid

Benchmark Table Initiative Benchmarks FY 2014G FY 2014A FY 2015G FY 2015A as of 2/28/15 FY 2015A Total Sycamore Express Undergraduate website visits350, ,132400,000370,151 TBC Total Sycamore Express Undergraduate website unique visitors56,000 70,22960,00059,628 TBC Percent of Sycamore Express Undergraduate website users finding the site helpful85%85.9% 85%83.4%TBC Total Sycamore Express Graduate website visits15,800 15,87315,80010,302 TBC Total Sycamore Express Graduate website unique visitors3,800 4,5293,9003,064 TBC Percent of Sycamore Express Graduate website users finding the site helpful82%84.5% 82%84.5% TBC On-line transcript purchases14,60014,93214,6009,544TBC On-line parking permit purchases3,9003,9823,9004,338TBC Electronic check (ACH) transactions3,9003,7524,0002,636TBC Electronic check (ACH) dollars$5.71M$6.01M$5.86M$5.38MTBC Electronic check (ACH) savings over card utilization$123K$129K$126K$116KTBC

Benchmark Progress Detail 1.7+M undergraduate website visits since inception 66,000+ graduate website visits since inception 70,000 annual unique users visiting UG website 15,000 annual unique users visiting GR website $486,000 saved via ACH since inception

Budget Summary Total funding allocation for : $27,000 Expenses as of report date: $26,893 – Expenditures: $26,893 – Encumbered costs: $0 Anticipated remainder June 30, 2015: < $0

Accomplishments Since Plan Inception Disney Institute and development of Quality Service standards Mutual respect, enhanced communication, and increased collaboration among offices Comprehensive website E-commerce

Looking Ahead - Recommendations Redesign of UG website in late 2015 Evaluation of further integration of staff Continuation and implementation of enhanced Quality Service training

Foreseeable Roadblocks Changing priorities and limited time

New points of emphasis The primary point of emphasis, and what drives all we do, is the need for personal accountability and delivery of quality service by all of our employees.

Missed opportunities Sycamore Express leadership team seeks out opportunities for growth and change. We initiate conversation with others across campus to drive change.

Baseline Recommendation Has this initiative been sufficiently integrated into your operations? If baseline funding were to be implemented, funding could not be merged with any Sycamore Express office’s existing budget. It would have to be maintained as a separate budget as it now exists, with the sole purpose of supporting initiative actions.

Opportunities for Collaborations This initiative embraces such an opportunity Already involves extensive collaboration Crosses three vice presidential divisions Encompasses several customer service offices Exploration of ways to assist the On-line Learning Office

Questions? Sycamore Express One Stops Dom Nepote: Melissa Hughes: Ann Malloy: