Personalizing Student Experiences to Drive Student Success
Personalizing Student Experiences to Drive Student Success CRAIG CHANOFF JOAN ZANDERS
1
Today’s Speakers
Craig Chanoff Blackboard Education Services [email protected]
Joan Zanders Director of Financial Aid Northern Virginia Community College [email protected]
2
2
Agenda Higher Education Trends Enabling Disruptive Change Northern Virginia Community College
Pathway Support Services Q&A
3
Higher Education Trends Enabling Disruptive Change
4
The Old Student Journey Choose Degree
Select an Institution
Enroll in Courses
High School Students
Graduate School
Change Degree
Take More Courses
Build a Resume
Graduate
Job Search
College Students
5
The New Student Journey Acquire Skills
Choose Degree
Jobs & Careers
Select an Institution
Skills Required
High School Students
Enroll in Courses
Build a Profile
Multiple Institutions
College Students
Graduate School
Connect to Employers
Job Search
Enroll in Courses
Competencies & Skills
Adult Learners 6
Students now… Choose WHERE, HOW, and WHEN to get their education 7
Students are the Consumer Tech savvy & mobile Seek course & degree options
Attentive to skills & competencies Value & outcomes focused 8
Enrollments to Grow More Slowly
15%
46% 1996
2010
2021
http://chronicle.com/article/College-Enrollment-Will-Grow/136547/ 9
Outcomes Based Funding “Institutional success” shifting to improvements in student learning, retention, and graduation rate outcomes Performance funding in place Transitioning to performance funding Formal discussions on performance funding No formal activity
10
Declining State Funds
One-third of colleges and universities expect net tuition revenue to either decline or to increase at a rate less than inflation for the 2013 fiscal year
11
NEEDS AND EXPECTATIONS
Customer Service Gap
WIDENING SERVICE GAP
TIME 12
Northern Virginia Community College
13
About Northern Virginia Community College 78,461 students
6 full campuses Just outside
Washington, D. C. Students from over
180 countries
14
Challenges & Solutions CHALLENGES
SOLUTIONS
Communications
Hired Associate Director, Communications & Enrollment Support
Resources with varying expertise spread over all of northern Virginia
Hired Assistant Director, Training and developed multi-faceted training program
Long lines on campuses and many unanswered phone calls and emails
Contracted with Blackboard Student Services for a NOVA Financial Aid Support Center and hired NOVA Coordinator
15
Challenges & Solutions CHALLENGES
SOLUTIONS
Campus staff who reported to their Deans of Students
Restructured and moved campus staff under CFAO; hired managers with higher-level skills
Late seasonal spikes in ISIRs
Contracted with FAS for verification assistance
16
NOVA FA Office Workload: Increases Faster Than Enrollment Each Year FAFSA Trend 70,000
Pell Recipients 95%
106% 25,000
60,000 20,000
50,000
15,000
40,000 30,000
10,000
20,000 5,000
10,000 0 08/09 09/10 10/11 11/12 12/13 13/14
17
0
08/09
09/10
10/11
11/12
12/13
13/14 17
NOVA/Blackboard Partnership: How We Started PROJECT CHALLENGES Student demand for FA support outstripped resources Long wait times and inconsistent service experiences for students
PROJECT TIMELINE
NOVA leadership realizes disruptive change is needed
NOVA releases RFP seeking outsourcing options
NOVA contracted with Blackboard on 6/24/11
FA Support goes live 10/27/11
PROJECT GOALS
Improve satisfaction levels
Extend campus resources and support to 24/7/365
Resolve student issues quickly & accurately
Ensure the mission of student accessibility and equity
Scope
Financial Aid Support Services
Proactive program management
Student Outbound Campaigns
18
Financial Aid Support Center Includes a comprehensive, searchable Knowledge Base (KB) to address potential questions (FAQs) Blackboard provides a robust history of all student interactions – call recordings, chat session records, ticket data, survey responses Allows students to attach documents for completing checklist items. Documents are saved in the ticket history and accessible by student and licensed staff
Provides automated and in-person outbound calls to enhance file completion and enrollment Allows for a more complete “customer service” approach--over 99% response rate for all tickets in 2014 (30 second speed to answer; 14% escalation)
19
Impact
Students never have to “go” anywhere to get most answers or submit documents.
Student wait time on campuses has diminished immensely; staff have time to address student needs.
Customer Satisfaction Survey for Financial Aid showed positive response increases in 71 of 77 fields from fall 2011 to fall 2012 (last survey). On 1 to 4 Likert scale, with 4 being highest, NOVA FA had a 3.22 overall customer satisfaction average in all areas surveyed.
80,000+ students each year have NOT been standing in line to see a staff member!
20
21
NOVA/Blackboard Partnership: Results 24x7 multi-modal financial aid services to support over 80,000 students Effective outbound campaigns reaching 150,000 students Live outbound call campaign drove 73% FAFSA completion Students wait time on campuses greatly reduced; staff have time to address student needs Student satisfaction rate greater than 80%. 22
Pathway Support Services
23
Key Engagement Guidelines
Student Consumable
Personalized
Pathway Oriented
Outcomes Focused 24
Strategy
Help students make better choices
by providing pathway solutions
to achieve better outcomes
25
From a Traditional Pathway IT Support Student Affairs
Students
Student Accounts
Financial Affairs Registrar
Admissions Advising
Financial Aid
26
To a Streamline Pathway Technology Solutions
Students Bb Expert Advisors
27
Pathway Support Services Enrollment
Financial Aid & Student Services
Help Desk
Retention 28
Multi Modal
Self-Help
Chat
Advisor Desktop
Institutional Systems
Email
STUDENTS Questions Answered
Web Submission
Phone / IVR
Outcome Reports ADVISORS
29
Operations Centers
30
Self-Help Portal
31
Self-Services Apps and Trackers
Self-Help
Status Trackers
32
Virginia Community College System
Student Accounts
Financial Aid
33
A New Service Model
Walk-in Support Escalations
100% of initial student inquiries
34
Allowing Staff to Focus Time More Strategically
Walk-in Support Escalations
Proactive Student Engagement Business Process Improvement
100% of initial student inquiries
35
Q&A Thank you for attending!
36
1
Today’s Speakers
Craig Chanoff Blackboard Education Services [email protected]
Joan Zanders Director of Financial Aid Northern Virginia Community College [email protected]
2
2
Agenda Higher Education Trends Enabling Disruptive Change Northern Virginia Community College
Pathway Support Services Q&A
3
Higher Education Trends Enabling Disruptive Change
4
The Old Student Journey Choose Degree
Select an Institution
Enroll in Courses
High School Students
Graduate School
Change Degree
Take More Courses
Build a Resume
Graduate
Job Search
College Students
5
The New Student Journey Acquire Skills
Choose Degree
Jobs & Careers
Select an Institution
Skills Required
High School Students
Enroll in Courses
Build a Profile
Multiple Institutions
College Students
Graduate School
Connect to Employers
Job Search
Enroll in Courses
Competencies & Skills
Adult Learners 6
Students now… Choose WHERE, HOW, and WHEN to get their education 7
Students are the Consumer Tech savvy & mobile Seek course & degree options
Attentive to skills & competencies Value & outcomes focused 8
Enrollments to Grow More Slowly
15%
46% 1996
2010
2021
http://chronicle.com/article/College-Enrollment-Will-Grow/136547/ 9
Outcomes Based Funding “Institutional success” shifting to improvements in student learning, retention, and graduation rate outcomes Performance funding in place Transitioning to performance funding Formal discussions on performance funding No formal activity
10
Declining State Funds
One-third of colleges and universities expect net tuition revenue to either decline or to increase at a rate less than inflation for the 2013 fiscal year
11
NEEDS AND EXPECTATIONS
Customer Service Gap
WIDENING SERVICE GAP
TIME 12
Northern Virginia Community College
13
About Northern Virginia Community College 78,461 students
6 full campuses Just outside
Washington, D. C. Students from over
180 countries
14
Challenges & Solutions CHALLENGES
SOLUTIONS
Communications
Hired Associate Director, Communications & Enrollment Support
Resources with varying expertise spread over all of northern Virginia
Hired Assistant Director, Training and developed multi-faceted training program
Long lines on campuses and many unanswered phone calls and emails
Contracted with Blackboard Student Services for a NOVA Financial Aid Support Center and hired NOVA Coordinator
15
Challenges & Solutions CHALLENGES
SOLUTIONS
Campus staff who reported to their Deans of Students
Restructured and moved campus staff under CFAO; hired managers with higher-level skills
Late seasonal spikes in ISIRs
Contracted with FAS for verification assistance
16
NOVA FA Office Workload: Increases Faster Than Enrollment Each Year FAFSA Trend 70,000
Pell Recipients 95%
106% 25,000
60,000 20,000
50,000
15,000
40,000 30,000
10,000
20,000 5,000
10,000 0 08/09 09/10 10/11 11/12 12/13 13/14
17
0
08/09
09/10
10/11
11/12
12/13
13/14 17
NOVA/Blackboard Partnership: How We Started PROJECT CHALLENGES Student demand for FA support outstripped resources Long wait times and inconsistent service experiences for students
PROJECT TIMELINE
NOVA leadership realizes disruptive change is needed
NOVA releases RFP seeking outsourcing options
NOVA contracted with Blackboard on 6/24/11
FA Support goes live 10/27/11
PROJECT GOALS
Improve satisfaction levels
Extend campus resources and support to 24/7/365
Resolve student issues quickly & accurately
Ensure the mission of student accessibility and equity
Scope
Financial Aid Support Services
Proactive program management
Student Outbound Campaigns
18
Financial Aid Support Center Includes a comprehensive, searchable Knowledge Base (KB) to address potential questions (FAQs) Blackboard provides a robust history of all student interactions – call recordings, chat session records, ticket data, survey responses Allows students to attach documents for completing checklist items. Documents are saved in the ticket history and accessible by student and licensed staff
Provides automated and in-person outbound calls to enhance file completion and enrollment Allows for a more complete “customer service” approach--over 99% response rate for all tickets in 2014 (30 second speed to answer; 14% escalation)
19
Impact
Students never have to “go” anywhere to get most answers or submit documents.
Student wait time on campuses has diminished immensely; staff have time to address student needs.
Customer Satisfaction Survey for Financial Aid showed positive response increases in 71 of 77 fields from fall 2011 to fall 2012 (last survey). On 1 to 4 Likert scale, with 4 being highest, NOVA FA had a 3.22 overall customer satisfaction average in all areas surveyed.
80,000+ students each year have NOT been standing in line to see a staff member!
20
21
NOVA/Blackboard Partnership: Results 24x7 multi-modal financial aid services to support over 80,000 students Effective outbound campaigns reaching 150,000 students Live outbound call campaign drove 73% FAFSA completion Students wait time on campuses greatly reduced; staff have time to address student needs Student satisfaction rate greater than 80%. 22
Pathway Support Services
23
Key Engagement Guidelines
Student Consumable
Personalized
Pathway Oriented
Outcomes Focused 24
Strategy
Help students make better choices
by providing pathway solutions
to achieve better outcomes
25
From a Traditional Pathway IT Support Student Affairs
Students
Student Accounts
Financial Affairs Registrar
Admissions Advising
Financial Aid
26
To a Streamline Pathway Technology Solutions
Students Bb Expert Advisors
27
Pathway Support Services Enrollment
Financial Aid & Student Services
Help Desk
Retention 28
Multi Modal
Self-Help
Chat
Advisor Desktop
Institutional Systems
STUDENTS Questions Answered
Web Submission
Phone / IVR
Outcome Reports ADVISORS
29
Operations Centers
30
Self-Help Portal
31
Self-Services Apps and Trackers
Self-Help
Status Trackers
32
Virginia Community College System
Student Accounts
Financial Aid
33
A New Service Model
Walk-in Support Escalations
100% of initial student inquiries
34
Allowing Staff to Focus Time More Strategically
Walk-in Support Escalations
Proactive Student Engagement Business Process Improvement
100% of initial student inquiries
35
Q&A Thank you for attending!
36
