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ADMISSIONS & ENROLLMENT
SERVICES
presented by
Dr. Zachary Hodges
President, HCC - NW
PROJECT OVERVIEW
Background
• HCC is a large comprehensive community college with multiple locations. HCC has
a very powerful and comprehensive student records system PeopleSoft. The
admission and matriculation processes for all state institutions have become
complicated. HCC students have a wide variety of experiences during their
admission process. Traditionally most of that experience has been face to face and
in too many cases the experience has not been positive or efficient (multiple visits to
accomplish single tasks). The student experience can vary depending on what HCC
campus they go to.
Scope
• In June 2015 Dr. Hodges and the committee were charged with assessing the
current admissions and enrollment processes, make recommendations and
implement changes to improve the student’s on-boarding experience at HCC.
PLANNED OBJECTIVES
1. Increase utilization of technology in the admission and
enrollment processes.
2. Improve student satisfaction with their admission and
enrollment experiences.
3. Collect and utilize data to measure improvements and
identify additional improvements needed.
OBJECTIVE 1: Increase utilization of technology in the
admission and enrollment processes.
Planned Actions Progress
1. Create 2 new embedded admission IT positions;
Fill 2 vacant IT positions that work with
PeopleSoft projects.
• Oracle Analyst- two hired neither worked out. Third identified.
Working on Funding
• ES Business Analyst- hired August 2016
• Program Analyst II- hired April 2016
• IT Business Analyst- hired June 2016
2. Automate more processes; clean up and/or
update existing processes.
• Academic Standing- Complete
• Priority Registration- Complete (Possibly enhance)
• Residency Workflow changes- Complete
• PeopleSoft Tools upgrade- Not Started
• Communication plan- 50%
• Portal Solution- Complete Short term- Rebranded and new version of
PS Mobile; Researching long term- PeopleSoft Interactive Hub or other
solutions for long term solution (IT)
3. Improve Business Processes • Single Application- Proposed; AVC Researching
• Application deadline- Proposed; AVC Researching
• Test Score Uploads Direct from ISDs- Pilot at Central (SS/IS)
OBJECTIVE 2: Improve student satisfaction with their
admission and enrollment experiences.
Planned Actions Progress
1. Maximize use of centralized call center. Currently taking calls for Central, Southeast and
Northeast; Funds Identified to hire additional part timers
to expand and include Northwest and Southwest
2. Develop agreed upon identical/consistent
business practices for all campuses/staff to
follow.
Meetings held with all staff groups to capture “on-
boarding” business practices. Operations manuals being
developed as part of Student Services Training Academy
Project.
3. Improve customer service: Develop/Implement
training (HCC Way and Business Practices) for
recruiters, admission/enrollment services,
testing, career, and advising staff.
As part of Student Services Training Academy Project.
First Train the Trainer Cohort class in process.
OBJECTIVE 3: Collect and utilize data to measure
improvements and identify additional improvements
needed.
Planned Actions Progress
1. Yield/Conversion Rates- number of applications
v number of new students enrolled.
Benchmark data collected; Recruiting module in
PeopleSoft being developed and used to track
inquiries; need to write scripts for reports
2. Call center data: calls received/dropped, emails
received, chats presented/handled
Benchmark data collected
3. Identify best practices in measuring student
satisfaction with on-boarding process.
SENSE
Financial aid using Feedback loop through Who’s
Next- group meeting to expand to
Admissions/Enrollment Services
ADMISSIONS & ENROLLMENT
SERVICES
presented by
Dr. Zachary Hodges
President, HCC - NW

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Nw admission and enrollment process 11-28-16

  • 1. ADMISSIONS & ENROLLMENT SERVICES presented by Dr. Zachary Hodges President, HCC - NW
  • 2. PROJECT OVERVIEW Background • HCC is a large comprehensive community college with multiple locations. HCC has a very powerful and comprehensive student records system PeopleSoft. The admission and matriculation processes for all state institutions have become complicated. HCC students have a wide variety of experiences during their admission process. Traditionally most of that experience has been face to face and in too many cases the experience has not been positive or efficient (multiple visits to accomplish single tasks). The student experience can vary depending on what HCC campus they go to. Scope • In June 2015 Dr. Hodges and the committee were charged with assessing the current admissions and enrollment processes, make recommendations and implement changes to improve the student’s on-boarding experience at HCC.
  • 3. PLANNED OBJECTIVES 1. Increase utilization of technology in the admission and enrollment processes. 2. Improve student satisfaction with their admission and enrollment experiences. 3. Collect and utilize data to measure improvements and identify additional improvements needed.
  • 4. OBJECTIVE 1: Increase utilization of technology in the admission and enrollment processes. Planned Actions Progress 1. Create 2 new embedded admission IT positions; Fill 2 vacant IT positions that work with PeopleSoft projects. • Oracle Analyst- two hired neither worked out. Third identified. Working on Funding • ES Business Analyst- hired August 2016 • Program Analyst II- hired April 2016 • IT Business Analyst- hired June 2016 2. Automate more processes; clean up and/or update existing processes. • Academic Standing- Complete • Priority Registration- Complete (Possibly enhance) • Residency Workflow changes- Complete • PeopleSoft Tools upgrade- Not Started • Communication plan- 50% • Portal Solution- Complete Short term- Rebranded and new version of PS Mobile; Researching long term- PeopleSoft Interactive Hub or other solutions for long term solution (IT) 3. Improve Business Processes • Single Application- Proposed; AVC Researching • Application deadline- Proposed; AVC Researching • Test Score Uploads Direct from ISDs- Pilot at Central (SS/IS)
  • 5. OBJECTIVE 2: Improve student satisfaction with their admission and enrollment experiences. Planned Actions Progress 1. Maximize use of centralized call center. Currently taking calls for Central, Southeast and Northeast; Funds Identified to hire additional part timers to expand and include Northwest and Southwest 2. Develop agreed upon identical/consistent business practices for all campuses/staff to follow. Meetings held with all staff groups to capture “on- boarding” business practices. Operations manuals being developed as part of Student Services Training Academy Project. 3. Improve customer service: Develop/Implement training (HCC Way and Business Practices) for recruiters, admission/enrollment services, testing, career, and advising staff. As part of Student Services Training Academy Project. First Train the Trainer Cohort class in process.
  • 6. OBJECTIVE 3: Collect and utilize data to measure improvements and identify additional improvements needed. Planned Actions Progress 1. Yield/Conversion Rates- number of applications v number of new students enrolled. Benchmark data collected; Recruiting module in PeopleSoft being developed and used to track inquiries; need to write scripts for reports 2. Call center data: calls received/dropped, emails received, chats presented/handled Benchmark data collected 3. Identify best practices in measuring student satisfaction with on-boarding process. SENSE Financial aid using Feedback loop through Who’s Next- group meeting to expand to Admissions/Enrollment Services
  • 7. ADMISSIONS & ENROLLMENT SERVICES presented by Dr. Zachary Hodges President, HCC - NW

Editor's Notes

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  2. Enter speaking notes here.
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  4. Portal Details: The portal task force is ready to support a rebranded PS Mobile as the short term “gateway” solution. It already provides a good user experience for many common Peoplesoft tasks. The new version of the software is set to be rolled out later this summer. We will review the planned roll out and make recommendations as needed for additional functionality. Single sign-on will be enabled for sites such as email and Eagle Online. A login / landing page design is being developed.
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  6. SENSE Report measures new students opinions after their first three weeks of school including some great questions we can use to measure their “on-boarding” experience. Did they feel welcomed? Did anyone learn their name? Did they learn other students’ names. Questions specifically ask about level of satisfaction for advising and career counseling; and number of times student had to meet with an advisor. Were you assigned a “go to” person? Would you recommend HCC to family or friends? Captured benchmarks for which to use to measure improvements and identify other areas to work on.
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