RMACRAO Annual Meeting 2014 July 16, 2014

1. RMACRAO Annual Meeting 2014 July 16, 2014 Student Service Blueprinting

2. University of Colorado Denver | Anschutz Medical Campus Source: Essential Facts 2014, FY 2012-2013

3. APPhoto/L.G.PAtterson LeveragingServiceBlueprintingtoRethinkHigherEducation WhenStudentsBecome‘ValuedCustomers,’EverybodyWins AmyL.Ostrom,MaryJoBitner,andKevinA.Burkhard October 2011 www.americanprogress.org

4. 18 staff members completed the on-line course, Designing Customer-Focused Service Processes. • The course taught us the skill of service blueprinting and how to recognize moments of truth, pain points, and opportunities to improve. • Course participants were expected to learn the material in order to teach others at the campus as the project moved forward.

5. Student Service Blueprinting Fast Facts • One Hundred Twenty-six (126) staff members have contributed • Phase One – 77 Staff Members • Phase Two – 51 Staff Members • One Hundred Fourteen (114) blueprints have been completed • Phase One – 90 blueprints • Phase Two – 24 blueprints • 6 units in Phase Two were unable to complete their blueprints by 5/29/2014 • Blueprinting has taken place over two twelve (12) week sessions • Phase One • Launched on 9/26/2013 • Completed on 12/19/2013 • Phase Two • Launched on 3/6/2014 • Completed on 5/29/2014

6. Name of Your Process Opportunity to Improve Moment of Truth External Pain Point Internal Pain Point PHYSICAL EVIDENCE CUSTOMER ACTIONS line of interaction TECHNOLOGY ACTIONS ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

7. Phase One Discoveries • Total Pain Points – 336 • Moments of Truth (Critical moments in the process that are pivotal for the student experience) – 159 • Opportunities for Improvement (Items that are not problematic, per se, but could still be improved) – 220 Phase Two Discoveries • Total Pain Points – 89 • Moments of Truth (Critical moments in the process that are pivotal for the student experience) – 47 • Opportunities for Improvement (Items that are not problematic, per se, but could still be improved) – 27

8. Office of the Registrar The process and implementation of Service Blueprinting

9. Enrollment Verifications Opportunity to Improve Moment of Truth External Pain Point Internal Pain Point Student Service Center (SSC): student enters the North Classroom and walks to the SSC counter—may have to wait in line Registrar Office: Enter through Admissions & Records, confirm Registrar location with front desk in lobby, walk down stairwell to Registrar’s front desk, encounter rep or sign “BRB”, complete request form PHYSICAL EVIDENCE Student completes enrollment verification request for verification letter and/or verification form Student wants the request to be processed on demand Student picks up enrollment verification letter and/or verification form from designated location CUSTOMER ACTIONS line of interaction Student submits enrollment verification request for processing to either Registrar or SSC Verification form can be verified by Registrar, front counter personnel ONSTAGE ACTIONS Student wants the request to be processed faster than 2-3 business days Student comes from SSC w/ expectation form will be immediately completed—cannot guarantee b/c contingent on staff availability Student has to go to Registrar’s Office if wanting form to be completed immediately CONTACT EMPLOYEE ACTIONS line of visibility Student wants the request to be processed faster than 2-3 business days Email is sent to student confirming the request has been received and/or processed Student submits enrollment verification request for processing to either Registrar or SSC Email is sent notifying student of where to pick up letter (Reg or SSC) or if it has been sent to external requestor identified on request form BACKSTAGE ACTIONS line of internal interaction Coordinator is given request for processing Verification Coordinator verifies enrollment for requested semesters in ISIS/Singularity (pre88) and generates letter and/or completes form Final copy of enrollment verification letter or form is saved to Wilson archive under appropriate term folder Original request, completed verification form and/or letter, and fax confirmation sheet is scanned/archived to Singularity SUPPORT PROCESSES ACTIONS Processed within 2-3 business days

10. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP Registrar Office: Enter through Admissions & Records, confirm Registrar location with front desk in lobby, walk down stairwell to Registrar’s front desk, encounter rep or sign “BRB”, complete request form PHYSICAL EVIDENCE Getting the run around w/ wrong info Online Students (CU Online) Form Layout change: Individual course drop Term Withdraw Request successfully processed Student Completes SAF & obtain appropriate signatures Submit Form: Email, Fax or in person Inaccessibility of professors CUSTOMER ACTIONS Rejected Form line of interaction Copy of form in editable PDF Automatic email after form has been processed Electronic workflow, online form to complete by student and entered into workflow Student finds form on ucdenver.edu/registrar website & prints out TECHNOLOGY ACTIONS Link to schedule adjustment in student portal In person scan to workflow original back to student. Date Stamped Restart the processing of SAF Department not providing us w/ current Dean’s signature Incorrect SAF—return to student Restart processing of SAF—further delayed accessing course Singularity workflow issues—not following process SAF rejected—must manually correct errors ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. Registrar email docs are scanned to workflow Service center forwards unprocessed SAF’s which are scanned into workflow-Already date stamped. Departments turn in forms-Date Stamp Restart processing of SAF—further delayed accessing course Send reject form emails for insufficient forms SAF rejected—must manually correct errors Restart the processing of SAF BACKSTAGE ACTIONS line of internal interaction -Date Stamp -Faxes scanned to workflow Indexing scanned documents Archive form in Singularity Give student workers access to add/drop for schedule adjustment forms Registrar email docs are scanned to workflow Processing Workflow SUPPORT PROCESSES ACTIONS

11. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE Getting the run around w/ wrong info Online Students (CU Online) Form Layout change: Individual course drop Term Withdraw Request successfully processed Student Completes SAF & obtain appropriate signatures Submit Form: Email, Fax or in person Inaccessibility of professors CUSTOMER ACTIONS Rejected Form line of interaction Copy of form in editable PDF Automatic email after form has been processed Electronic workflow, online form to complete by student and entered into workflow TECHNOLOGY ACTIONS Link to schedule adjustment in student portal In person scan to workflow original back to student. Date Stamped Restart the processing of SAF Incorrect SAF—return to student Restart processing of SAF—further delayed accessing course Singularity workflow issues—not following process SAF rejected—must manually correct errors ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. Registrar email docs are scanned to workflow Service center forwards unprocessed SAF’s which are scanned into workflow-Already date stamped. Departments turn in forms-Date Stamp Restart processing of SAF—further delayed accessing course Send reject form emails for insufficient forms SAF rejected—must manually correct errors Restart the processing of SAF BACKSTAGE ACTIONS line of internal interaction -Date Stamp -Faxes scanned to workflow Indexing scanned documents Archive form in Singularity Give student workers access to add/drop for schedule adjustment forms Registrar email docs are scanned to workflow Processing Workflow SUPPORT PROCESSES ACTIONS

12. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE Getting the run around w/ wrong info Form Layout change: Individual course drop Term Withdraw Request successfully processed Submit Form: Email, Fax or in person Inaccessibility of professors CUSTOMER ACTIONS Rejected Form line of interaction Copy of form in editable PDF Automatic email after form has been processed Electronic workflow, online form to complete by student and entered into workflow TECHNOLOGY ACTIONS Link to schedule adjustment in student portal In person scan to workflow original back to student. Date Stamped Restart the processing of SAF Incorrect SAF—return to student Restart processing of SAF—further delayed accessing course Singularity workflow issues—not following process ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. Registrar email docs are scanned to workflow Restart processing of SAF—further delayed accessing course Send reject form emails for insufficient forms SAF rejected—must manually correct errors Restart the processing of SAF BACKSTAGE ACTIONS line of internal interaction -Date Stamp -Faxes scanned to workflow Indexing scanned documents Archive form in Singularity Give student workers access to add/drop for schedule adjustment forms Registrar email docs are scanned to workflow Processing Workflow SUPPORT PROCESSES ACTIONS

13. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE Getting the run around w/ wrong info Form Layout change: Individual course drop Term Withdraw Request successfully processed CUSTOMER ACTIONS Rejected Form line of interaction Copy of form in editable PDF Automatic email after form has been processed Electronic workflow, online form to complete by student and entered into workflow TECHNOLOGY ACTIONS Link to schedule adjustment in student portal In person scan to workflow original back to student. Date Stamped Incorrect SAF—return to student Restart processing of SAF—further delayed accessing course Singularity workflow issues—not following process ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. Registrar email docs are scanned to workflow Restart processing of SAF—further delayed accessing course Restart the processing of SAF BACKSTAGE ACTIONS line of internal interaction -Date Stamp -Faxes scanned to workflow Indexing scanned documents Archive form in Singularity Give student workers access to add/drop for schedule adjustment forms Registrar email docs are scanned to workflow Processing Workflow SUPPORT PROCESSES ACTIONS

14. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE Form Layout change: Individual course drop Term Withdraw Request successfully processed CUSTOMER ACTIONS line of interaction Automatic email after form has been processed Electronic workflow, online form to complete by student and entered into workflow TECHNOLOGY ACTIONS Link to schedule adjustment in student portal Incorrect SAF—return to student Singularity workflow issues—not following process ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. Registrar email docs are scanned to workflow BACKSTAGE ACTIONS line of internal interaction -Date Stamp -Faxes scanned to workflow Indexing scanned documents Give student workers access to add/drop for schedule adjustment forms SUPPORT PROCESSES ACTIONS

15. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE Request successfully processed CUSTOMER ACTIONS line of interaction Electronic workflow, online form to complete by student and entered into workflow TECHNOLOGY ACTIONS ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

16. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE CUSTOMER ACTIONS line of interaction Student can add classes through student portal up to census date TECHNOLOGY ACTIONS ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

17. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE CUSTOMER ACTIONS line of interaction Student can add classes through student portal up to census date TECHNOLOGY ACTIONS ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

18. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Student can add classes through student portal up to census date TECHNOLOGY ACTIONS ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

19. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Student can add classes through student portal up to census date TECHNOLOGY ACTIONS Troubleshooting Errors—pre-req’s, holds, credit load, etc. ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

20. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Student can add classes through student portal up to census date TECHNOLOGY ACTIONS Troubleshooting Errors—pre-req’s, holds, credit load, etc. ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

21. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Student can add classes through student portal up to census date TECHNOLOGY ACTIONS Troubleshooting Errors—pre-req’s, holds, credit load, etc. ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

22. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Student can drop classes through student portal up to the 10th week of term Student can add classes through student portal up to census date TECHNOLOGY ACTIONS Troubleshooting Errors—pre-req’s, holds, credit load, etc. ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

23. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Student can drop classes through student portal up to the 10th week of term Student can add classes through student portal up to census date TECHNOLOGY ACTIONS Troubleshooting Errors—pre-req’s, holds, credit load, etc. ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

24. Schedule Adjustment Form (after census date) Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE After Census Date: Student contacts Academic Advisor to obtain permission number to add course to schedule through student portal CUSTOMER ACTIONS line of interaction Request successfully processed Student can add classes through student portal up to census date Student can drop classes through student portal up to the 10th week of term TECHNOLOGY ACTIONS Troubleshooting Errors—pre-req’s, holds, credit load, etc. ONSTAGE ACTIONS CONTACT EMPLOYEE ACTIONS line of visibility Troubleshooting Errors—pre-req’s, holds, credit load, etc. BACKSTAGE ACTIONS line of internal interaction SUPPORT PROCESSES ACTIONS

25. Portal Registration Opportunity to Improve Moment of Truth MT OI External Pain Point Internal Pain Point IP EP PHYSICAL EVIDENCE N/A Enrollment request successfully processed Update local /emergency address/phone information Pay deposit, review holds, view enrollment appt. Select the academic career and academic term Select & register for classes Identify/ search for classes and/or enter permission # Claim portal account EP Constant changes to class schedule during registration Metro pooled—finding course numbers in online PDF listing CUSTOMER ACTIONS Log in to student portal Not user friendly/intuitive Cannot differentiate between extended studies and main campus courses line of interaction Portal availability/browser compatibility Some pre-requisites enforced in system, others not Unable to clear holds through portal—financial aid, advance, deposit, advising Lack of support to resolve functionality issues (class schedule) in a timely manner Student forgetting log-in credentials and needing to contact IT Use of DARS during registration EP IP EP EP Visual Layout/Design--portal welcome page: academic calendars, upcoming deadlines, student announcements Better technology integrations between requirements and registration (potential DARS upgrade) TECHNOLOGY ACTIONS Metro pooled—finding course numbers in online PDF listing Communications about drop/add period and associated fees Answering questions about pre-req’s Answering questions about Metro pooled registration in portal & how to locate class nbr. Answering questions about enrollment appts Linked recitations/labs with lectures are not clear Answering questions about holds ONSTAGE ACTIONS IP EP IP EP IP EP Combined courses CONTACT EMPLOYEE ACTIONS line of visibility Answering questions about enrollment appts. & how to locate in portal Manual term activation Answering questions about Metro pooled exchange, registration in portal, how to locate class nbr. Answering questions about pre-req’s & how to locate in portal Answering questions about holds & how to locate in portal Name Changes, Send name change communication, 24-48 hrs. to update, reclaim acct, delay portal access Matriculation back dating Linked and combined courses BACKSTAGE ACTIONS Maintenance of course inventory Administrative drop does not align with system pre-requisites (student dropped after add deadline) EP IP IP EP Class building deadline EP EP line of internal interaction IP EP No adherence to deadlines by metro Academic Calendar Courses and classes being created last minute Academic calendar information not being well known Portal development Deadline to add courses/class should be prior to registration More detailed info about holds Course coordinators, Advisors, TA Team, Metro Registrar, Special areas (OIA, UNHL, ESL) SUPPORT PROCESSES ACTIONS OI Batch job processes Term Activation Academic calendar information not being as visible Setting enrollment appointment Centralize class scheduling Projection of future enrollment needs through DARS Course detail

26. What Have We Already Accomplished? • Undergraduate Admissions and K-12 Outreach added another document scanner and applied workflow to expedite the receipt of documents, the communication of that receipt to students via the student portal, and the processing of the documents to expedite admissions decisions. • The Career Center has addressed the aesthetics of their student reception area with the application of paint and quotes for the walls, the addition of comfortable furniture, and the rearrangement of computer resources to make a student computer station available. • The Office of Student Life has made some changes in how students begin a club sport or student organization to make it smoother with less red tape. • The New Student Orientation program has been revamped to provide more engaging interaction and lesser wait times for students throughout the day. • The Transfer Credit Specialist position was moved from the Undergraduate Admissions and K-12 Outreach Office to the Office of the Registrar to offer congruence for students between transfer credit evaluation and equivalency determination. • The Experiential Learning Center has incorporated the use of graduate assistants to help with the increased volume of students needing services and is offering more group workshops and appointments, where appropriate. • Housing and Residential Education implemented a service indicator in ISIS that helps to track the students that are exempted from on-campus housing which improves our service to them.

27. Student Service Blueprinting as a Continuous, Evolving Process STUDENTS

28. Questions and Discussion