1. The Pathway to Success Create Sycamore Express One-Stop Centers Goal 1 – Initiative 4

2. The Pathway to Success Introduction Identified Six Core Offices Developed Web sites known as Sycamore Express Established physical customer service locations Purpose Allow students to realize educational goals with improved satisfaction and, in turn, improve retention -- which has a positive impact on recruitment. Development of Self-Service Tools Empowerment of staff and students Continual emphasis on quality service

3. The Pathway to Success Methods 1.Identify core service offices 2.Establish champion team 3.Identify, develop and offer training 4.Develop virtual Sycamore Express sites 5.Establish physical Sycamore Express customer service one-stop sites 6.Enhance the availability of e-services 7.Continually market available services 8.Perform assessment and analysis

4. The Pathway to Success

5. Discussion FY 2011, total number of site visits exceeded 139,000 First quarter of FY 2012 already over 108,000 visits Pop-up Survey: 78% of users find the Express web site helpful. New e-services: Electronic Check (ACH) - savings of $49,000 for FY 2011, $27,000 savings in the first quarter of FY 2012. On-line parking permit purchases: FY 2012 first quarter purchases are almost equal to on-line sales for all of FY 2011. Over 1,600 on-line transcript purchases occurred in FY 2011.

6. The Pathway to Success Summary Marketing: Publications, electronic media, events and programming Emphasis on personal accountability and delivery of quality service: Disney Institute, functional training, motivational speakers, and publications, etc. Follow-up: Surveys, analysis, and appropriate responsive action Our common purpose - “We create a caring environment that provides services that exceed expectations to all those we serve.”