OEC Submitted Report in Fall 2017

Background
The Operational Excellence Council formed a working group to review the work order process/system to create efficiencies around timelines of jobs completed, communications process around each work order ticket and reporting capabilities.

Overview of Why Process is in Need of Improvement
Complex layers of policies and procedures to be streamlined to provide the best service for the campus community.

OEC-Proposed Recommendations to Improve Process

  • Improve communication between individuals engaged in the same process
  • Improve service and communication between the Facilities Department and the work order system contact
  • Save time and simplify the existing process thereby making the system more efficient
  • Increase the efficiency of resource allocation
  • Provide effective visual communication of ideas, information and data
  • Help with problem-solving and decision making
    Anticipate future problems and possible solutions based on performance data

OEC Working Group Participants
Michele Abbatiello, Pamela Buckle, Lori Ann Hoeffner, Robert Hughes, Elizabeth Kash, Alain Lanz, Brian Leander, Tracy Nilsen, Mark Proto, Guy Seneque, Eugenia Villa-Cuesta

Status Update as of March 2019

A project has been launched through collaboration with the Departments of IT and Facilities as they are reviewing the OEC and Marcum (external consultant) reports and will be developing a comprehensive project plan. In March 2019, the Director of Administration and Quality Assurance was hired to support the Department of Facilities and will oversee the next phase of Footprints upgrades and partner with IT to develop new processes and procedures for the department as well as new reporting metrics.

To date, the Department of Facilities has implemented new procedures with their managers and forepersons reviewing all open and pending tickets weekly to assure all requests are receiving prompt responses.

For further information, please contact:
Bonnie Pontecorvo
Director of Administration and Quality Assurance
Department of Facilities Management
p – 516.877.3974
e – bpontecorvo@adelphi.edu

OEC Submitted Report Fall 2017

Background
An IT project to update the student web portals was launched with implementation scheduled for March 2018. OEC provided a review of AU2GO and eCampus in an effort to improve efficiency and student experience with these applications.

Overview of Why Process is in Need of Improvement
AU2GO and eCampus was in need of an update to increase and improve access to information, primarily for students, and for the campus community as a whole.

OEC-Proposed Recommendations to Improve Process

  • Institute a trial period for a small group prior to full launch of updates
  • Assess successes and challenges after a proper pilot period

OEC Working Group Participants
Alisa Cano, Alan Cooper, Michael Dicrescio, Jacqueline Johnston, Matthew Lavery, James McGowan and Gita Surie

Status Update as of March 2019

AU2GO
Account management in AU2GO has been simplified, allowing students, faculty and staff to enter their account info once in the app and remain logged it. As of December 2018 9,135 unique users have added their account to AU2GO since launch (note: this number includes those who have left AU, graduated students, etc.).

A total of 8,611 users have opted in to receive push notifications. A recently added Message Center now receives personalized notifications to an in-app inbox.

IT has worked with the LGBTQ+ Task Force to annotate the locations of all-gender restrooms on the campus map. Since launching in late Fall 2018 9,268 unique screen views have been tracked on the AU2GO campus map.

In addition, a “First Year Achievements” module was added to First-Year Orientation where students can earn badges for completing tasks such as “making your deposit,” “Filing for FAFSA” and submitting your “Immunization Requirements.”

eCampus
Using Lean methodology, the portal was rebuilt from the ground up, creating a more bespoke experience for individual users such as displaying and hiding elements on the portal based on the user’s role (e.g. students and faculty will see their list of courses for the semester, linking to Moodle; administration will not see this).

Since launching the new eCampus in Spring 2018, the system has seen 25,067 unique user logins. Students have expressed their satisfaction with the new eCampus and in at least one case, a community member expressed their interest: Footprints ticket 333933 recorded a chat with the HelpDesk in which the Registrar from Five Towns College reached out to find out what “platform” Adelphi uses as they were interested in it for their own portal. They were impressed to hear that it was homegrown.

OEC Submitted Report Spring 2018

Background
The Operational Excellence Council performed a review of the current call system at Adelphi involving 1-800-ADELPHI, 516-877-3000, and internal Operator (“0”) calls for consistency, content, and tone of scripts at each juncture. OEC reviewed each call option during daytime (“business hours”), evening and weekends (“after hours”) as well as determined what happens after calls are transferred to various departments.

Overview of Why Process is in Need of Improvement

  • During business hours, callers to 1 (800) ADELPHI have option 1 for Admissions and option 2 for all other departments. Over 30% of calls are transferred to Student Financial Services (SFS), and the Registrar.
  • During business hours, over 50% of calls to the operators are being transferred to Admission, SFS, and Registrar.
  • According to the Office of Admissions, the Admissions Call Center receives a large number of calls to schedule tours and make appointments, which are not currently options on the call processor auto attendant.
  • 1 (800) ADELPHI and 877-3000 operate differently during after hours.
  • 877-3000 calls go to the Help Desk Monday-Thursday 6:00-8:00 p.m. and Friday 5:00-6:00 p.m.
  • Business Hours are inconsistent for primary offices (e.g., Admissions, SFS, and Registrar). This can also cause additional confusion when a call to Admissions or the Operator is transferred to the Registrar after 4:00 p.m (or SFS after 4:30 p.m.) and the caller receives a “closed” message.

OEC-Proposed Recommendations to Improve Process

  • Add additional options for 1 (800) ADELPHI to include SFS and Registrar to reduce the burden on operators.
  • Add options during business hours, 877-3000 (i.e., SFS, Registrar) before going to the operator
  • Direct the caller to a specific agent after transfer to
  • Admissions to schedule tours and appointments.
  • Add options for key departments as well as voicemail boxes for all departments, or informational direction to our website during after hours for both 1 (800) ADELPHI and 877-3000.
    During after hours, the help desk should not serve as an operator for the University. Calls should go to the call processor auto attendant with the ability for callers to choose a department, and then leave a message or get informational direction to our website.
  • Standardize business hours for all primary offices and then coordinate all incoming calls consistently.

OEC Working Group Participants
James McGowan, Mark Proto, Robert F. Hughes and Lori Hoeffner

Status Update as of March 2019
In June 2018 an auto-attendant call processor was created that provides the caller choices when calling both the 1(800) ADELPHI and 877-3000 phone lines (press 1 for Admissions, press 2 for SFS, press 3 for Registrar, etc.).

A positive result of calls received during business hours is that all calls coming into the University on the two main numbers are now being redirected by the caller to the requested departments. This has minimized human error in transfers by the operator as well as overall calls being received by the operator. There has been a 75% reduction of calls being answered by the operators.

The after-hours menu on both phone lines are now operating in the same manner. Another positive result has been the standardization and consistency between both lines.

Work continues towards system improvement and to that end, IT has organized the Call Center Management Committee, which aims to improve service (increase calls answered, reduce call wait times) and reduce bottlenecks. Members receive training in running reports in the call center application; managers are also improving the training delivered to the staff that answer calls.

Individual high call volume departments such as Student Financial Services and Admissions continue to monitor call center reports and participate in the Call Center Management Committee in an effort to effect continuous improvement.

OEC Submitted Report Spring 2018

Background
A resident may be released from the residential housing agreement only if approved by a special committee that shall review each request individually and with reference to prevailing University policy for granting such waivers.

Currently, instead of an early cancellation fee, a Special Housing Committee is charged with reviewing and approving or denying requests to break a housing contract. The policy of having a Special Housing Committee has been in the residential housing agreement for over 15 years. The members represent areas of Residential Life, Student Affairs, International Student Services, Admissions, Student Financial Services, Student Conduct, and the Budget Office.

Overview of Why Process is in Need of Improvement
The current Housing Cancellation Policy needs review and modification to reflect industry best practices.

OEC-Proposed Recommendations to Improve Process

  • Eliminate 10-person committee
  • Clearly define early cancellation fees and refund schedule
  • Establish an early housing cancellation fee for both the fall and spring semesters
  • Specific guidelines suggested to be communicated to the residential students on what will qualify for the waiving of a cancellation fee
  • Housing Cancellation Form to be available online
  • Empower the Director of Residential Life and Housing to make an appeal decision based on students meeting specific cancellation criteria

OEC Working Group Participants
Jacqueline Johnston, Alain Lanz, Brian Leander and Guy Seneque

Status Update as of March 2019
The new policy has been approved by Executive Leadership and is being implemented beginning with the 2019-2020 Residence Hall Agreement. This will essentially eliminate the need for a Housing Committee to review, approve or deny every housing cancellation request as had been done previously. This will improve the efficiency of the housing cancellation process.

For further information, please contact:
Guy Seneque
Director of Residential Life and Housing
p – 516.877.3650
e – seneque@adelphi.edu

*This review and its implementation is currently pending.

OEC Submitted Report Spring 2018

Background
Travel is a key and vital tool for promoting Adelphi’s name and recognition, scholarship, creative work, and the intrinsic international nature of education. The current process requires several forms and several signatures on each form that need approval even before the traveler starts a trip. The same happens when the trip has been approved; and for post-trip reimbursement.

Overview of Why Process is in Need of Improvement
Complex layers of policies and procedures need to be streamlined.

OEC-Proposed Recommendations to Improve Process

  • Implement a Purchasing Card Program (P-card)
  • Automate travel authorizations and purchase orders
  • Develop and implement a formal training program
  • Implement an annual survey

OEC Working Group Participants
Eugenia Villa-Cuesta, Jennifer Blazevich, Michael Dicrescio and Elizabeth Kash

Status Update as of March 2019
Improving the travel and expense reimbursement process is a top priority for 2019-2020 and represents Goal 5 of Momentum: Advance Financial Strength and Operational Excellence. The Controller’s Office, along with the departments of Purchasing and Information Technology will be looking at software options available to streamline and improve the process.

For further information, please contact:
Robert DeCarlo
Controller and Associate Vice President
Finance and Administration
p – 516.877.3184
e – decarlo@adelphi.edu

Michael McLeod
Director and Associate Vice President
Financial Operations
p – 516.877.3177
e – mcleod@adelphi.edu

OEC Submitted Report in Spring 2018

Background
The current Non-degree application is only offered as a paper application with the expectation it will be printed and brought to the Admissions Office along with the application fee. If the student chooses to pay the application fee with cash or credit card, they are directed to walk over to the Student Account Office and return to Admissions providing a receipt of their payment. Furthermore, the student will typically wait for their application to be processed in the Admissions System, Slate, then speak with an Admissions Counselor to discuss the out of pocket cost the student could expect to pay. If the student is still interested in taking undergraduate level courses they will register for classes with the Registrar’s Office and pay their bill. Alternatively, if the student is interested in taking a graduate level class, they must speak with and get written approval from the Program Director or delegated faculty member in order to move forward with registering for the course(s). Additionally, over the summer non-matriculated students taking undergraduate courses do not need to submit an application with the Admissions Office, they are able to go directly to the Registrar’s Office to register for the classes. The inconsistency in the process has caused some confusion for both students and staff.

Overview of Why Process is in Need of Improvement
The Non-matriculated (visiting students) application and registration process is outdated and hinders a student’s ability to easily register for classes. With the goal of optimizing operations, we should ensure that we are offering processes that create a supportive environment and are not burdensome on the student.

OEC-Proposed Recommendations to Improve Process
Application Process

  • Build an online application within the Admissions system
    Waive/remove the application fee
  • Admissions should electronically notify the Graduate Academic departments when a non-matriculated application is received for electronic approval and review
  • Recommend re-evaluating policy of formal approval process for non-matriculated graduate students to make the process consistent for both graduate and undergraduate students

Data Analysis

  • Formally track the reasons why students are taking the course(s)
  • Review the cost to run each course
  • Track course registration within Admissions
  • Review grades in courses to determine student success

OEC Working Group Participants
Tracy Nilsen, Alan Cooper, Matt Lavery and Michelle Abatiello

Status Update as of March 2019
The non-degree application process has undergone various improvements. Since Summer 2018, the Office of Admissions has built and updated the non-degree online application. The Data Management Committee remains in consultation during this initial term of rolling out the online application. Work will continue with other departments such as IT and Cashiers and Billing with regards to payments, and Admissions is eager to set up this element of the application in January 2019.

Next steps will include posting the non-degree application link to the Adelphi website and determining the best method to notify the academic departments when an application is received by Admissions. A flow chart is also being built to visually illustrate the process to share with applicants.

The online application has been tested with a small group of candidates and we received our first online application in April 2019. We are in the process of making a few additional updates to the website and will have a transition period where students will have the ability to submit the online application or paper application while we continue to make improvements.

For further information, please contact:
Tracy Nilsen
Director of Admissions Operations Systems
Office of Admissions
p – 516.877.3083
e – tnilsen@adelphi.edu

The Operational Excellence Council

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