Student Experience Improvement Initiative

“Rutgers has to offer a more personalized and institutionally streamlined student experience.” – University Strategic Plan, Pg. 6

In accordance with the University Strategic Plan, we are conducting the Student Experience Improvement Initiative (SEII), a comprehensive assessment of our enrollment management and student accounts functions. Our goal is to drive improved, consistent levels of student service across the University. 

Project Overview

In November 2015, Rutgers launched the SEII project under the direction of Barbara Lee (Senior Vice President for Academic Affairs), Mike Gower (Executive Vice President for Finance and Administration and University Treasurer) and Michele Norin (Senior Vice President and Chief Information Officer). This included an initial assessment of enrollment management and student accounts services provided through central administration, Rutgers University–Camden, Rutgers University–New Brunswick, Rutgers University–Newark, and Rutgers Biomedical and Health Sciences. The assessment phase concluded in April 2016 with more than 85 recommendations to improve compliance, business processes, and student services.

Wave 1 Implementation Priorities (July 2016-February 2017)

  • Enrollment Management Service Alignment
  • Financial Aid Compliance and Operational Improvements
  • One Stop Operating Model Development

Wave 2 Implementation Priorities (March 2017-July 2017)

  • Admissions and Registrar Business Process Redesign
  • Virtual One Stop Design
  • Student Information Systems (SIS) Requirements Gathering and Validation

Wave 3 Implementation Priorities (July 2017-October 2017)

  • Student Accounts Business Process Redesign
  • Activity Analysis for Enrollment Management and Student Accounts
  • One Stop Implementation Support

Why We’re Doing This

This initiative is core to realizing the student experience goals established in the Rutgers University Strategic Plan. The Student Experience Improvement Initiative (SEII) reflects the University’s dedication to provide seamless, integrated, effective and responsive student services that meet Rutgers students’ needs, and are aligned with the expectations associated with being a world-class institution.  

“Our current students and our alumni tell us that, while they attach great value to their Rutgers education, their experience at Rutgers is or was often not as positive as it could be. Student experience today is largely defined by the University’s immense size and unwieldy bureaucracy, creating needless challenges for students navigating University systems and processes or trying to access educational and financial resources…Rutgers needs to reduce or eliminate ineffective or unresponsive elements within our student support system.” – University Strategic Plan

To realize the objectives of the Strategic Plan, we will:

  • Formulate data-based recommendations for enrollment management and student accounts operational models that will improve the Rutgers student experience
  • Design and implement smoother, efficient, standardized, and compliant processes for enrollment management and student accounts at Rutgers

Project Contact

Niti Baldwin
Project Manager