for Project Management Office time to oversee each project for a comprehensive and cohesive outcome.
SSC SSC
Live help - $3,000 Annually for 5 agents (logged in to LiveChat at the same time)
Chatbot - $10,000 year for AI FAQ (SFS has this in place)
SSC Scheduling application in each department - $9,000 for 30 users across all departments SSC Update all pages to accurate information – 160 hours IS Create a single sign in for online access to all student services– 240 hours IS Unified and consistent experience across platforms – $150k/ year IS Digitize all forms in every department - 320 hours for 4 departments PA Build a one-stop student services home page with links – 560 hours PA Website overhaul, link to informative pages or to mycwu.edu access – 1,460 hours PA Create standards for websites, forms – 80 hours PA Interactive Wayfinding - $44k first year, $16k Annual service fee (paid by PA) IS Funds for increased data storage costs of digitized forms and files Organizational Improvements An examination of several other university one-stop shops for student services indicates that organizational changes can be the most cost effective enhancement to student services. Recommendations for organizational functions that would improve student services include: PMO Implement strategic long-term planning with oversight– 2,000hrs CWU Overhaul departments working in silos, eliminate the separation of tasks – 480hrs HR Create a generalist position to resolve 80% of queries and triage to specialists – 80hrs PMO Transfer and Transition Center (preferred location: Bouillon 210) – 1440hrs HRC Customer Service training for all Student Services staff - 120hrs SSC Create a cashiering presence / payment option in Bouillon Hall – 20hrs DSS Distribute triage booklet updated quarterly detailing where to escalate students – 40hrs HR New employee orientation to include some generalist training – 300hrs PMO Create and periodically distribute a SSC survey to students – 20hrs CWU Each department perform monthly review of website information and accuracy – 30hrs IS Allow telecommuting as an option to free up office space CWU Provide transparent, open communication about changes CWU Each Service department to perform annual self-assessment – 100hrs FIN Remove 2.75% processing fee for credit card payments -20hrs Additional Improvements Additional improvements could be made if capital funds are available. The following items exceeded the available funds or were identified as lower priority. Improved Student Services store fronts Improvements to office space to provide greater student privacy New flooring and finishes upstairs
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