About SEII

The Student Experience Improvement Initiative (SEII) includes a comprehensive assessment of the enrollment management and student account functions, as well as the implementation of changes to processes and systems to improve the student experience. Our goal is to drive improved, consistent levels of student service across the University. 

How We’re Doing This

Student Experience Improvement Initiative timeline - Aug 2017

 

Assessment (November 2015 – April 2016)

We asked Rutgers students and staff to tell us about their experiences with admissions, financial aid, student accounts and registrar functions so that we could understand how to make it easier for our students to work with these offices. We identified ways that we could change how we operate and locate these offices so that students would not have to visit several offices at distant parts of the campuses in order to pay term bills, ask questions about financial aid, or conduct other business with Rutgers. Then we developed a roadmap and timeline to implement these changes.

Work Streams for Wave 1 Implementation (July 2016 – February 2017)

  • Enrollment Management Service Alignment
    The goal of this effort was to align processes and functions more strategically at the central or campus level, and to allow campus functional units to focus on providing excellent and responsive service to students, while achieving economies of scale through central support. A significant benefit of implementing these changes will be to increase the amount of time that campus-based staff spend serving students in more responsive and proactive ways, while reducing administrative burden.
     
  • Financial Aid Compliance and Operational Improvements
    Student survey data and focus group feedback indicated a need to change financial aid operations to better support students while remaining compliant with federal regulations. Financial aid operations were prioritized due to the high volume of students receiving financial aid, consistently changing federal regulations, and opportunities to improve processes and service levels.
     
  • One Stop Operating Model Development
    Rutgers students, faculty and administrators have expressed great interest in moving to a one stop model to make student services more seamless, integrated and flexible. Implementing a one stop student service center at Rutgers starts with designing a model that will: serve all student populations, reflect best practices in higher education, can be adapted for each campus, and includes improving self-service options.

Work Streams for Wave 2 Implementation (March 2017 – July 2017)

  • Admissions and Registrar Business Process Redesign
    The goal of this effort was to redesign Admissions and Registrar processes and policies in order to improve services to students, enhance efficiency, and enhance collaboration and communication across campuses and offices. To support these activities on an ongoing basis, this work stream also focused on implementation of strategic cross-campus governance structure and performance management through the collection and ongoing evaluation of key performance indicators.
     
  • Virtual One Stop Design
    A future-state virtual one stop student service model is comprised of two primary resources: 1) publicly available, informational websites, and 2) a personalized, self-service student portal. This work stream focused on compiling an inventory of currently available online resources and tools related to key one stop functions (i.e., Registrar, Financial Aid, and Student Accounts), utilizing feedback and findings from within the university as well as leading practices, and developing design requirements for a future-state virtual one stop presence.
     
  • Student Information System (SIS) Requirements Gathering and Validation
    In order to build a comprehensive, institutional framework for a future-state student information system (SIS) selection, process-specific working sessions were conducted with central and campus-based representatives from Registrar, Admissions, and Student Accounts functions. In addition to the working sessions, SIS requirements gathering and validation was informed by Rutgers’ work to date, industry leading practices, and the regulatory environment. The requirements and unique use-cases compiled during this wave supplement those gathered for Financial Aid during Wave 1.

Work Streams for Wave 3 Implementation (July 2017 – October 2017)

  • Student Accounts Business Process Redesign
    This work stream will focus on identifying and implementing operational enhancements within Student Accounts functions in order to streamline processes and improve service delivery. Potential areas for enhancement include: FERPA release processes, customer service metrics, and collaboration with Enrollment Management functions as related to communications strategy.
     
  • Activity Analysis for Enrollment Management and Student Accounts
    A detailed activity analysis will be conducted among Financial Aid, Registrar, and Student Accounts to support planning and implementation of a more compliant Financial Aid structure as well as an effective one stop service model.
     
  • One Stop Implementation Support
    Building off the one stop operating model that was developed in Wave 1, Rutgers continues to move forward with implementing one stop service delivery across its campuses. This will involve determining student services to be included, technology, physical locations, and operational structure.