Many service-based businesses have improved customer satisfaction and simplified back office operations by integrating the service environment into a ‘one-stop-shop’. This model has been successfully applied to University Academic Service functions (registrar, bursar, financial aid, and admissions), with positive impact both in student satisfaction and operational process improvements. The Academic Services Integration Analysis evaluates the potential benefits and costs associated with creating an integrated service environment, and identifies optimal locations and implementation requirements.
Value:
• Identify benefits of implementing an Academic Services One-Stop-Shop, including cost savings, simplified transactions, and improved student satisfaction.
• Determine implementation requirements
Process:
Operational process changes Space requirements Organizational implications
The process begins with an assessment of the current Bursar, Registrar, Financial aid, and admissions depart- ments from an organizational and a physical layout perspective. The service experience is also evaluated from the customer viewpoint (student, staff, and faculty as appropriate). Transaction volume is analyzed based on duration, time of day/day of week, seasonal variation, and level of expertise required. Next, we develop an idealized configuration and operational model organized around the service experience, and define overall implementation requirements, such as amount of space, quality of space, adjacency and location requirements needed to support the integrated environment. These requirements are compared to the existing conditions, and analyzed to determine the potential benefits (improved service levels, space freed up for other uses, improved operational effectiveness) and associated costs (renovation, moving expenses, staff training).
If the results of this initial analysis suggest that an Integrated Academic Services environment can yield significant benefit, the analysis can be followed by a Planning and Programming Study. This effort involves the affected de- partments in a collaborative process to develop an operating model, specific quantitative and qualitative space requirements, space plans, and implementation criteria.