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© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Building Shared Services to Transform the Student Experience
Rich LoftusAVC, Student Enrollment ServicesUniversity System of Georgia
Gregg ScoresbyChief Executive Officer CampusLogic
March 20, 2017 • SESSION ID 97835
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
The views and opinions in this presentation are those of the presenter and do not necessarily reflect the position of Ellucian.
2
Disclaimer
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
At The University System of Georgia (USG), what started as sharing IT Services evolved into a model of high-value student services, including shared financial aid services.
Session Benefits
• Improved student experience & student success
• Reduced costs through economies of scale & shared capabilities
• Streamlined & standardized business processes
• Reduced risk of potential financial liabilities
3
Why We’re Here:
A good system
shortens the road to the
goal.
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 4
The Next Hour
1 University System of Georgia
2 Rethinking Financial Aid as a Shared Service
3 USG’s Shared Services Journey
4 Leveraging Technology to Boost Efficiency
5 Tips for Managing Change
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
University System of Georgia
EcosystemNorth StaroneUSGFlip the Narrative
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 6
University System of Georgia
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 7
USG Ecosystem: Diverse. Unique.
28 Institutions • 28 Financial Aid Offices (Banner®) • 320,000 Students
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 8
USG’s North Star: Students
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 9
oneUSG
OriginsSystem wide initiative to develop & implement streamlined policies, procedures & technology solutions that benefit all USG institutions.
FinAid FrustrationsStudents across the diverse USG ecosystem shared a desire for self-service financial aid.
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Flip The Narrative
Image Credit: Blackmousedesign.com
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Rethinking Financial Aid as a Shared Service at USG
Risk & OpportunityScope & ObjectivesUSG Due DiligenceFunctional CompositionEnterprise Content ManagementVerification
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 12
FinAid Risk & Opportunity
Volume, complexity, high
degree of regulation and decentralized
management of financial aid
equalssignificant risk
and opportunity for USG
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 13
FinAid Risks & Opportunities
o Satisfactory Academic Progresso Unofficial Withdrawalso Appeals Processo Return to Title IVo Financial Liabilitieso Training & Certificationo Quality Assurance & Oversighto Technology Use & Management
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Objectives
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Improve student experience, support student success
Reduce costs through economy of scale/shared capabilities
Streamline & standardize business processes
Reduce potential financial risk
Address FA internal audit & FA task force report recommendations
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Scope
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Implement enterprise
content management
solution
• Reduce manual processes
• Drive efficiency
• Improve the student experience
Explore standard
deployments of banner
• Reduce efforts involved in maintaining 28 customized environments
Centralize FinAid
oversight w/ shared
services model
• Improve FA efficiency
• Free up time for counselling
• Improve the student experience
Establish standard policies &
procedures
• Reduce risk of non-compliance with FinAid regulations
• Reduce risk of financial liability
Establish training &
certification standards
• Improve knowledge, skills, and abilities for FinAid staff to empower success
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
USG Due Diligence
• Inventoried FinAid functional composition• Reviewed business process & compliance for
accuracy & completeness• Evaluated FAFSA verification options• Developed transition strategy–First Step• Engaged industry partners
– Federal Student Aid (FSA)– Department of Audits & Accounts (DOAA)– Georgia Student Finance Commission (GSFC)– Ellucian
• Drafted organizational design• Tracked deliverables• Developed independent cost estimate
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© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Financial Aid Functional Composition
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Banner® Baseline(Latest Fed Required version release)
Applicant ProcessingNeeds Analysis
Requirements TrackingBudgeting
Packaging & DisbursementsFunds Management
Loan ProcessingStudent Employment
Return of Title IV FundsFinancial Aid Self Service
HOPE/ZELL Scholarship
Satisfactory Academic
Progress
College Work Study
FAFSA Verification
Call Center (Shared Services
Model)
Automated Process
Scheduling
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Enterprise Content Management
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USG Discovery• Banner® Document
Management: 22• Lexmark – Nolij: 4• Lexmark – Image Now: 1• No Solution: 3
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
FAFSA Verification
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• Approximately 30% of all FASFA filers are selected for verification
• Verification is a confusing experience for students & parents – Why me?
• Verification process is labor intensive, time consuming & increases risk
• Automation of verification provides the best service to students
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 20
USG FAFSA Verification Numbers
551,982 FAFSA processed aid year 14-15495,059 FAFSA processed aid year 10-11
Nearly 11% increase over the last 5 years
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
USG FAFSA Verification Discovery
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USG Verification Discovery• Handled locally at 28 USG
institutions via specialized resources• Institutions fully outsourcing
verification solution: 2• Institutions implementing SaaS
verification solution: 5• Institutions acquiring SaaS
verification solution: 3
QA program ends after 2016-17 aid year, anticipated 200% increase in verification workload to those schools• Quality Assurance participants: 10
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Shared Services Journey
Transition StrategyFrom School to SystemOn the Road
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Develop Proof of Concept
• Albany State, Darton State, Georgia Southwestern, Bainbridge
Standardize Use of Banner®
• Gather, agree to, and document best practices
• Standardize FAFSA verification & student self-service
• Utilize automated process scheduling in Banner
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Transition Strategy
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 24
From School to System
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835 25
Share Your Vision With The World. Hit The Road.
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Leveraging Technology to Boost Efficiency
Student Satisfaction
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Technology Helps You Organize Around What’s Most Important: Students
Technology Features You Need• Doc imaging & scanning• Auto-logging of documents• Security for PII• No need for configuration resources
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Tips for Managing Change
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Get buy-in from your critical resources
• Help them understand what you’re trying to accomplish
Communicate transparently and passionately
• Face-time and gaining trust is key
• People need people to believe in; that you’re in to help them
Be open to suggestions
• Ask your key stakeholders, ‘what if we tried this?’ ‘how would you do it?’
Put yourself in their shoes
• Remember that change is uncomfortable, but always possible
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Tips For Managing Change Internally
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Summary
Fillable PDFPrinted Paperwork Digital, Guided, Personalized
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Questions & Answers
Building Shared Services to Transform the Student Experience
© 2017 ELLUCIAN. CONFIDENTIAL & PROPRIETARY. SESSION ID 97835
Rich Loftus, AVC Student Enrollment Services, USG
Gregg Scoresby, CEO, CampusLogic
Session ID 97835
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