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Audrey Lindsay, Director Student Systems Richard Spencer, Executive Director, eBusiness
EducauseNov 2003
Student Self-Admission
to the University of British
Columbia
Copyright Lindsay/Spencer, 2003. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.
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The University of British Columbia
in Vancouver, BC, Canada
40,000 students
– many on-line services– 100% web registration
3000 faculty & research staff
6000 other staff
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e-Strategya guiding framework to align UBC’s technology initiatives with the University’s strategicgoals
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eBusiness
“ The transformation of key business processes through the use of Internet technologies.”
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Business process re-engineering (BPR)
Process for making radical improvements:
case for action
end result
commitment to implement
facilitated redesign process - timebox!
will the new design produce the end result?
if yes - implementation
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SIMPL case for action
strategic goal of “enhanced web services for students”
our prospective students were less satisfied than those at competitive universities
staff wanted to provide better service
students expect seamless, integrated service, anywhere, anytime
Trek 2000 goal: “We must transform the experience of becoming a student at UBC”
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End result
integrate everything new students have to do
make it easy-to-use, efficient, and timely
reflect student needs
exceed their expectations
no unnecessary tasks and processes (zero stop shopping)
no need to know the University’s organization
one-stop, anytime, anyplace solution that is easy to understand and use
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Role of university leadership
VP Students:
– agreed to implement a redesigned process if it would meet the end result.
– provided funding for implementation Executive steering committee:
– chaired by VP Students– Associate VPs, Deans, Directors– approved end result– approved the new design
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BPR design team
9 person team representing: student services departments
– records and registration, – admissions, – awards, – recruitment, – front counter
IT students faculty
Seconded full time for 8 weeks
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BPR - design process
9,10write final results
8verification
6,7walk through interviews
5design the new process
4external research
3brainstorm
1,2map current process
WeeksProcess
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SIMPL BPR - the new design
New design identified 6 key processes
enticement
information sharing
e.g.: consolidated billing
relationship building
assessment
e.g.: self-assessment and self-admission
hand off
transition
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Stakeholder roles
prospective students: responded favorably to the idea in interviews and focus groups
high school counsellors from across Canada: were very enthusiastic and supportive
faculties: (colleges) were initially somewhat reluctant participants
admissions staff: supportive of the concept, believed it would work. Some concern about change
President: saw a presentation of the re-design, including self-admission, and inspired the team by urging: “just get it done!”
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BPR implementation
Preparation: Jan 2001 to Apr 2002
– refine the BPR vision – 16 separate projects– alignment – engage the rest of campus– organize funding– completion of current systems projects & new
infrastructure
Development: May 2002 and onwards
– focus on two large projectso self-evaluation and self-admission
o consolidated billing & payment
– build & deliver components every 3 to 4 months
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Self-admission implementation team
SIMPL implementation team– project sponsor– process owner– feasibility and business process design
system team– Director of Student Systems– system development team– system design, development and implementation
admissions staff– helped with process design– concerned about impact to jobs
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Old admission process most undergrads admitted based on courses &
grades 25,000 applications,
– all had to be evaluated, even to give a rejection– many called to ask why they weren’t admitted
12,000 offers of admission 6,000 students registered minimum of 4 to 8 weeks from application to offer
of admission
Even with web applications,
this is a lot of work and can result in a slow response!
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Goals for new admissions process
improve the experience of applicants
dramatically improve the quality of service
– applicants understand how the rules apply to them
– applicants get decisions in real-time
make offers of admission earlier
reduce the processing work in admissions
give admissions professionals time to help...
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New self-evaluation & admission
Grade 12 BC high school students:
– complete web application form– select HS courses, enter November grades– get immediate personal feedback on eligibility– admit themselves if they meet the criteria
know immediately if they not admissible, with detailed reasons
15 minutes from application to self-admission
self-admission demo
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40026049
******
Demo - login
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Demo – select self-evaluation
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Demo – select courses
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Demo – enter grades
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Demo – enter grades
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Demo – continue to self-evaluation
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Demo – evaluate for Science
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Demo – admissible – display rules
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Demo – admissible – shows courses used
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Demo – try another program
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Demo – select Applied Science
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Demo – not admissible – display rules
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Demo – return to Science – click Admit me
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Demo – self-admitted
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Measures of success
1,369
1,565
2,159
5,093
not admissible
wait for May or final grades
self-admitted
self-reported & self-evaluated
Web applications from BC high school students
10,204
CategoryNumber
27%
31%
42% of these
50%
97%
Percent
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Self-admission - next steps
Winter 2003 process
available for self-admission in Nov
students enter November grades
admissions staff verified grades with high school counselors for unconditional offers
cutoff percentages adjusted during the process to manage enrolment quotas
all conditional offers, still dependent on final July ministry grades
Process changes for 2004 self-evaluation opens in Dec
students enter March grades better predictor open to all BC students
(linear & semester schools) automate verification against
May interim grades
set firm cut-off percentages before process begins
change admission policy and base admission on May interim grades
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Self-admission – new for 2004 In production: automatic acknowledgement of application improved status information
– display documents received plus any still required support for broader based admission
– collect and distribute documents
In progress: allow self-evaluation without application form self-admitted students can print admission letter self-admission for more groups of students
– more provinces, IB students
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A model on-line application
Self-evaluation and self-admission:
offers real-time self-service
trusts the student
eliminates weeks & months of waiting time
provides added value to students
helps us attract the best students
clearly explains applicable rules.
exceeds the students expectations...but not for long!!
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Conclusions
business process engineering can produce radical change
customers accept change that works for them
executive leadership and support is vital
continuing incremental change is still required
change is hard work, and takes time
process change can drive policy change
this approach could work in other places