abraham baldwin agricultural college plan fy 09 fy09 fa student accounts project y09 fin aid by YaLHeS4A

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									        SFY09 CUSTOMER SERVICE IMPROVEMENT PLAN
                         SECTION I. EXECUTIVE SUMMARY

Institution Overview
Institution      Abraham Baldwin            Date of Submission    July 22, 2008
Name:            Agricultural College       and/or Revision:
Institution      Dr. David Bridges          CS Champion:          Diane Kilgore
Head:                                       (Contact)

Contact Phone:   229-391-5070               Contact e-mail:       dkilgore@abac.edu


   Our Commitment: To provide the best customer service of any state in the nation.

Please Provide a Brief Statement for Each of the Following:
Description of  Abraham Baldwin Agricultural College—a state college within the
Institution:    University System of Georgia--is a residential institution offering
                certificates, associate degrees in a broad array of disciplines, and
                baccalaureate degrees in targeted fields. With a statewide mission in
                agriculture and strong programs in the liberal arts, nursing, business,
                natural & physical sciences, social sciences, and physical education,
                ABAC serves students with diverse educational and career goals. Its
                customer base includes traditional/non-traditional students who are
                commuter/residential as well as South Georgia communities,
                individual citizens, businesses/employers, and government.

Institution           Commitment to excellence and responsiveness
Mission:              Commitment to a teaching/learning environment that sustains
                       instructional excellence
                      Commitment to a high quality education that provides well-
                       chosen associate and baccalaureate programs designed to
                       meet the educational and economic development needs of the
                       local area;
                      Commitment to public service, continuing education, technical
                       assistance, and economic development
                      Commitment to scholarship and creative work
                      Supportive campus climate, necessary services, and
                       leadership and development opportunities, to educate the
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                               Revision: 7/2/2008
                        whole person
                       Cultural, ethnic, racial, and gender diversity appreciation
                       Collaborative relationships


Institution       Building upon a rich tradition, ABAC is a diverse learning community,
Customer          inspiring excellence in our teaching and learning, developing strong
Service Vision:   educational and economic partnerships, and serving as a global
                  gateway for our students.

Institution Strategic Goals for SFY09 (Related to Customer Service)
 Transition from two-year college status to state college offering well-chosen
   baccalaureate degrees.

 Creating an integrated, diverse learning environment that promotes the highest
  levels of student success.

 Developing programs that foster a sense of community among faculty, staff, and
  students.

 Aggressively pursuing public/private and community partnerships to expand learning
  opportunities, locally and globally.

 Collaborating with four-year institutions to expand degree opportunities.

 Restoration and construction of physical facilities that foster student learning and
  greater community involvement.

 Infusion of technology into student learning, teaching, and support services.

 Refinement of services that enhance student development and academic success.


Overview of the SFY09 Customer Service Improvement Plan Highlight Areas for
Improvement and Major Actions Planned

The overall goal of the College’s FY09 Customer Service Plan is to create a
comprehensive student accounts program that will:
    Provide for rapid process improvement in the College’s financial aid program.
    Fully integrate all of the College’s operations that result in credits and debits to a
      student’s account, i.e. tuition, fees, housing, dining, books, fines, financial aid
      credits, scholarship credits.
    Provide students with near real-time accounts information.
    Provide students with reliable, user-friendly, web-based system that encourages
      them to make on-line payments.




University System of Georgia                                                  Page 2 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                                      Revision: 7/2/2008
Key Programs

Key Program:                 Student Accounts Program

Area of                      Provide transparent, near real-time information on student
Improvement:                 accounts so that ABAC can better serve students in the fee
                             payment process.
Primary Customers            ABAC students and their parents.
Impacted (include
internal and/or external):
Number of customers (approximate) impacted by                 3700 ABAC students and their
this program:                                                 parents.
Number of employees impacted by this program:                 20



                                   (Copy and repeat table as needed)



Total number of employees impacted by all key programs:                            20
Total number of employees in the Institution:                                      300
Total number of customers (approximate) impacted by all key programs:              3,700




University System of Georgia                                                      Page 3 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                              Revision: 7/2/2008
                       SECTION II. SUMMARY OF
            KEY PROGRAMS, AREAS OF IMPROVEMENT & ACTIONS



Key Program:          Student Accounts Program

Area of                Provide fully-integrated, comprehensive accounts information
Improvement:           and electronic payment services to ABAC students.
                                                      Which Customer Service goals
                                                      are impacted? (Check all that apply)
                                                      Faster     Friendlier Easier
                                                      (Process) (People)        (Access)
Action:        Initiate a Rapid Improvement
               Process to Improve Customer                 x          x              x
               Service in the area of financial aid.
Action:        Integrate College operations that
               result in credits and debits to a           x          x              x
               student’s account.
Action:        Use enhanced technologies to
               provide students with near real-            x          x              x
               time accounts information.
Action:        Select, train and activate a small,
               efficient, customer service-oriented
               staff to assist students on-line, by        x          x              x
               phone and in person.




University System of Georgia                                                 Page 4 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                                  Revision: 7/2/2008
        SECTION III. CUSTOMER SERVICE IMPROVEMENT PLAN DETAILS


Key Program:            Student Accounts Program

Area of Improvement:    Provide fully-integrated, comprehensive accounts information
                        and electronic payment services to ABAC students.
Action:                 Initiate a Rapid Improvement Process to Improve Customer
                        Service in the area of financial aid.
Description: (What are        Reduce number of students in financial aid processing
you trying to                   queue during peak processing time.
accomplish, including         Simplify financial aid application process.
goal / desired result?)       Shorten cycle time for financial aid processing.
Ownership: Who is       President’s Office – this project will be championed by the
responsible for this    President’s Office. Final responsibility will be determined
Action? (Office,        during the process. Options include: Fiscal Affairs, OITS, or
Department, or Role)    Student Affairs.
Planned Start/End       August 2008 – December 2008
Date:
Actual Start/End Date: Same as above
Resources needed to Facilitator – Six Sigma-qualified person to lead the project
complete project:       Operating funds – to pay for an expedited process
(people, capital, etc…) improvement activity.
CS Attributes           Helpful                                            X
Impacted by this        Accessible                                         X
Action (Check all that  Responsive                                         X
apply):                 Courteous                                          X
                        Knowledgeable                                       X
Measurements: What              Number of customer complaints about Fin Aid (phone
are you measuring                calls, letters etc)
and how are you                 Average daily Fin Aid applications pending
measuring it (i.e.              Average cycle time for new Fin Aid applications
when, how often)?               Percent of Fin aid apps that have to be recycled
                                Percent of returning students who complete Fin Aid
                                 Applications before end of spring semester
Measurement Tools       In house data
Used

Comments:

                               (Copy and repeat table as needed)




University System of Georgia                                                    Page 5 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                                   Revision: 7/2/2008


Key Program:             Student Accounts Program

Area of Improvement:    Provide fully-integrated, comprehensive accounts information
                        and electronic payment services to ABAC students.
Action:                 Integrate College operations that result in credits and debits to
                        a student’s account.
Description: (What are       Produce a single-point (both physical and
you trying to                   administrative) accountability for Student Accounts.
accomplish, including        Create a robust, secure student accounts database that
goal / desired result?)         can
                             Provide, near real-time, accurate Student Accounts
                                information for all ABAC students that will
                             Enable implementation of a reliable, user-friendly on-line
                                bill pay system for students and their parents.
Ownership: Who is       President’s Office – this project will be championed by the
responsible for this    President’s Office. Final responsibility will be determined
Action? (Office,        during the process. Options include: Fiscal Affairs, OITS, or
Department, or Role)    Student Affairs.
Planned Start/End       October 2008 – December 2008 (Beta testing)
Date:
Actual Start/End Date: Same as above
Resources needed to Facilitator – Six Sigma-qualified person to lead the project.
complete project:       Programmers – source to be determined (in-house vs.
(people, capital, etc…) contract)
                        Operating funds – to pay for an expedited process
                        improvement activity.
CS Attributes           Helpful
Impacted by this        Accessible                                         X
Action (Check all that  Responsive                                         X
apply):                 Courteous
                         Knowledgeable
Measurements: What               Data refresh rate – with a goal of approaching real time
are you measuring                Error rate – number, frequency and type of errors
and how are you                  Precision – repeatability of process
measuring it (i.e.               Number of phone calls about fee errors.
when, how often)?
Measurement Tools        In house data
Used

Comments:

                                (Copy and repeat table as needed)




University System of Georgia                                                   Page 6 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                                   Revision: 7/2/2008


Key Program:            Student Accounts Program

Area of Improvement:    Provide fully-integrated, comprehensive accounts information
                        and electronic payment services to ABAC students.
Action:                 Using enhanced technologies provide students with near real-
                        time accounts information.
Description: (What are       Create (or procure) a secure, reliable, user-friendly web-
you trying to                   based interface to deliver student accounts information.
accomplish, including
goal / desired result?)
Ownership: Who is       President’s Office – this project will be championed by the
responsible for this    President’s Office. Final responsibility will be determined
Action? (Office,        during the process. Options include: Fiscal Affairs, OITS, or
Department, or Role)    Student Affairs.
Planned Start/End       October 2008 – December 2008 (Beta testing)
Date:
Actual Start/End Date: Same as above
Resources needed to Facilitator – Six Sigma-qualified person to lead the project.
complete project:       Programmers – source to be determined (in-house vs.
(people, capital, etc…) contract)
                        Operating funds – to pay for an expedited process
                        improvement activity.
CS Attributes           Helpful                                            X
Impacted by this        Accessible                                         X
Action (Check all that  Responsive                                         X
apply):                 Courteous
                        Knowledgeable
Measurements: What               Number of users accessing the system
are you measuring                Customer service feedback information
and how are you                  Percentage of students paying online
measuring it (i.e.               Number of phone calls logged regarding fee payment.
when, how often)?
Measurement Tools       In house data
Used

Comments:

                                (Copy and repeat table as needed)




University System of Georgia                                                   Page 7 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                                   Revision: 7/2/2008


Key Program:            Student Accounts Program

Area of Improvement:    Provide fully-integrated, comprehensive accounts information
                        and electronic payment services to ABAC students.
Action:                 Select, train and activate a small, efficient, customer service-
                        oriented staff to assist students on-line, by phone and in
                        person.
Description: (What are       Provide faster, friendlier, easier service to ABAC
you trying to                   customers (students and parents).
accomplish, including        Encourage/incentiveize students to participate in on-line
goal / desired result?)         pay.
Ownership: Who is       President’s Office – this project will be championed by the
responsible for this    President’s Office. Final responsibility will be determined
Action? (Office,        during the process. Options include: Fiscal Affairs, OIT, or
Department, or Role)    Student Affairs.
Planned Start/End       October 2008 – December 2008 (Beta testing)
Date:
Actual Start/End Date: Same as above
Resources needed to Facilitator – Six Sigma-qualified person to lead the project.
complete project:       Programmers – source to be determined (in-house vs.
(people, capital, etc…) contract)
                        Operating funds – to pay for an expedited process
                        improvement activity.
CS Attributes           Helpful                                             X
Impacted by this        Accessible                                          X
Action (Check all that  Responsive                                          X
apply):                 Courteous                                           X
                        Knowledgeable                                        X
Measurements: What               Number of students paying on line.
are you measuring                Number of walk-up customers with and without fee
and how are you                   issues.
measuring it (i.e.               Customer service satisfaction reports.
when, how often)?
Measurement Tools       In house data
Used

Comments:

                                (Copy and repeat table as needed)

This section should be updated quarterly to reflect results, accomplishments and any
challenges/changes to the plan.

Results



University System of Georgia                                                     Page 8 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                           Revision: 7/2/2008


Action/Measurement         Baseline        Goal Results    Results   Results   Results
                                                  Q1         Q2        Q3        Q4
% Students paying on-      ?               85%
line without assistance.                   in 2
                                           yrs
                                           To be
Number of phone calls      304 wk 7/15     est.
regarding FA.                              early in
                                           study
                                           To be
Number of walk-ins for     252 wk of       est.
FA.                        7/15            early in
                                           study
                                           To be
Average FA application     ? - wks         est.
cycle time                                 early in
                                           study




                                 (Add rows as needed)




Accomplishments

Action                                Describe Current Quarter Accomplishments




                                 (Add rows as needed)




University System of Georgia                                             Page 9 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                         Revision: 7/2/2008
Challenges or Changes in Plan

Changes to Actions in Plan          Description of why this change is needed




                                 (Add rows as needed)



Next Quarter Actions

Next Quarter Actions




                                 (Add rows as needed)




University System of Georgia                                          Page 10 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                                          Revision: 7/2/2008
SECTION V. ADDENDUM


This customer service project will create a comprehensive student accounts program
that will rely on a web-based, user-friendly interface for checking status and making
payments on student accounts. A successful implementation will require single-point
accountability for a robust database, having tested and proven, fail-safe processes.
Many processes produce “credits” and “debits” to the system (see figure below). At the
present these processes are not integrated and they are poorly documented and
controlled. Hence, the product is unreliable, prone to failure and error and will not
support a near real-time system to serve our customers. Two processes are particularly
problematic. In fact, they are problematic to the point that if they are not vastly
improved they will present a challenge to the entire project. These processes are
“Tuition and Fees” and “Financial Aid”. Each of these processes will be the focus of
detailed process improvement within the overall project.


      Office of Student Accounts
                                     Tuition
                                      fees
                         Student               Parking
                        Payments                fines



                  3rd Party         Student           Bookstore
                                    Accounts
                                    Function


                     Fin Aid                        Scholarship



                               Housing     Dining




     PeopleSoft                                                   Banner




University System of Georgia                                                         Page 11 of 12
Institution Name –Abraham Baldwin Agricultural College
Customer Service Improvement Plan                        Revision: 7/2/2008
Review and Approval




                                                                   7/23/08

                     Customer Service Champion                       Date




                                                                   7/23/08
                           Institution Head                          Date



                University System of Georgia Reviewer                Date



                Governor’s Office of Customer Service                Date




University System of Georgia                                       Page 12 of 12

								
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