FUTURE PLANS

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Good Morning!
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• SAS Town Hall
• Project Insight
• January 25, 2006

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• Agenda
• Review of what matters staff, students, best in
  class
• New Culture
• New Service Principles
• Organizational alignment of services
• Whats Next - Implementation
• Questions

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• 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

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• 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

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• 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

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• 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!

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• 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

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• 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

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• Organizational Alignment

Student Services

• 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

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• Organizational Alignment

Enrolment Management

• Student recruitment
• Undergraduate admission
• Registrarial services
• Regulatory and academic
• community support
• Student financial assistance support
• Undergraduate academic advising
• Classroom services

• Integrated
• Call Centre(voice, email)
• First Stop(in-person services)
• Virtual Front Counter
• Technical Support
• IntelliResponse
• Student Voice
• CRM system
• E-manual

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• 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

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Sheila OBrien Special Advisor to the President
on Student Life
JIM DUNSDON Student Services
DAVID JOHNSTON E-Strategy
KATHLEEN MASSEY Enrolment Management

• INTEGRATED SERVICES
• Call Centre(voice, email)
• First Stop(in-person services)
• Virtual Front Counter
• Technical Support
• IntelliResponse
• Student Voice
• CRM system
• E-manual

• 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

• Student recruitment
• Undergraduate admission
• Registrarial services
• Regulatory and academic community support
• Student financial assistance support
• Undergraduate academic advising
• Classroom services

2 - way communication
2 - way communication
SAS Divisional Support financials, human
resources and communications
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• Significant Organizational Changes
• Creation of Executive Director, E-Strategy
  position
• Functional integration of services
• Enrolment Management
• Enrolment services and Registrarial Services
• New service unit focused on integrated support to
  students
• 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

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• Whats 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

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• 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)
• Were all in this together!

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(No Transcript)
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• Questions?