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Brock University - Online requests
- 1. Automating the Student Request Process Case Study in Revamping a Process Tammy Brown Manager, Residence Admissions and Administration
- 2. Student Requests • Room Switch • Early Withdrawal • Extended Stay
- 3. Room Switches • Policy http://www.brocku.ca/residence/poli cies_procedures/room_switch_policy • Old process versus new
- 5. Room Switches 2013-2014 • 88 room switches – No paperwork kept on requests 2014-2015 • 143 requests on line – 89 completed – 49 cancelled – 5 unable to be completed • Reasons for switching: – 21 medical – 44 new room – 75 roommate conflict – 3 other
- 6. Room Switches • The verdict… – More efficient process – Everything in one place – Consistent messaging – Exporting data has positives and negatives
- 7. Early Withdrawals • Policy http://www.brocku.ca/residence/policie s_procedures/early_withdrawal • Old process versus new
- 9. Early Withdrawal 2013-2014 • 104 departures over the course of the year 2014-2015 • 71 departures over the course of the year • 65 people completed the on line form
- 10. Early Withdrawal • The verdict… – Consistent communication with students – Fewer appeals – Smooth check outs at the Service Desks
- 11. Extended Stay • Policy http://www.brocku.ca/residence/policie s_procedures/eot#End_of_Winter_Term_N otice • Old process versus new – Handing in a paper form to the Service desk with documentation versus on line form with upload capabilities
- 13. Extended Stay • No stats were kept • All correspondence was from various email accounts so unable to look up and try to determine numbers 2014-2015 • Fall Term – 77 requests – Only 44 on line – 73 approved, 4 denied • Winter Term – 98 requests – Only 38 on line – 81 approved, 17 denied 2013-2014
- 14. Extended Stay • The verdict… – Still have work to do – Vast majority of students miss the deadline or put in last minute requests – Admin fee to curb late requests – Students forget to attach documentation (or don’t bother to do it) – Efficiency has increased – Copies of all correspondence in system for Service Desk staff to see when needed
- 15. The Big Picture • Increased – Efficiency – Communication – Consistency – Ease of use for students (and staff) • Downside – Fewer face to face contact points with students – Still have kinks to work out
Editor's Notes
- Policies in place Manual process Lots of paper All varied in terms of the way they were handled
- Old process involved students coming into the office or the Don coming in A lot of time was spent listening (and relistening) to issues and concerns Students trying to get what they want Initially it is an on line process Depending on the issue I speak to the student directly or have an RLS member go to speak to the student Ability to look into the issue prior to speaking to the student Exported new requests into a master spreadsheet for tracking purposes
- Consistent messaging was important Did export data and kept a master spreadsheet for notes, prioritizing etc
- Withdrawals used to come via email, the Service Desk, RLS, walk ins etc We have the policy on line so staff (Service Desk and RLS) refer students to that and tell them to put in the withdrawal on line We have a calendar entry in my Outlook with all room movement so anyone working can look up the current state at any point in time (approved, denied, in progress etc)
- When a student sent in a request, we followed up with an email on the process to check out (and the refund policy) in writing which assisted with students who wanted refunds
- Report scheduler