Goals: • The Student Services homepage has everything hyperlinked and there are no broken links • Students can successfully search on the topic, find the information, and complete the task 24/7 without getting lost in the web flow • The online information must be accurate and up-to-date • Each department must regularly review their websites for accuracy, and make every effort to ensure the information posted is correct • All forms that students must fill out will be online and digitized • The workflow will be intuitive and complete • Technology platforms such as the website, mycwu.edu, canvas, and the mobile apps will be branded, unified, and cohesive • Online workflow processes will be streamlined via integration or reengineering • A live chat application, staffed by generalists, will be available with extended hours during peak times • Generalists will escalate to on-call specialists when necessary • A 24/7 chatbot will provide responses to frequently asked questions • Each department that holds appointments for students will implement a scheduling and notification application • Students can create appointments from their mobile phones, or generalists can create appointments on their behalf • CWU will implement an interactive directory of all services by building • Students will be able to use their mobile devices to way-find to specific services and offices Organizational Component CWU has an outdated structure where services that naturally must interact to support a single student are siloed into separate departments. This model guarantees that a student will have to interact with several staff along the way of resolving an issue. This model is frustrating, time-consuming, and contributes to lower student retention. Best practice student service models include a generalist front line staff that can assist the student through the entire process. Goals: • Cross functional generalists are trained to be able to resolve the top 5-10 issues on first contact with the student • Escalation paths to readily available specialists are in place, tested, and regularly fine-tuned to best serve students • The mission of all staff interacting with students is to provide convenient, friendly, and efficient service • There are enough generalists available when students are most likely to need help. Based on foot traffic records, that is from 7-9am and 2-7pm • Hours are extended into the evening and weekends during peak demand (first and last week of classes, orientation), and normalized across departments
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