Title of Effective Practice: - California Postsecondary Education ...

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Direct Connection to Policy Area 6 of The Illinois Commitment Administrative Efficiencies with Technology Illinois State University What issue or need is addressed by the effective practice? Continuous enhancement of productivity, accountability, and cost effectiveness. Description of the effective practice: Four University offices implemented new practices with the assistance of various technologies to improve and streamline administrative practices in FY2006. The offices of Admissions, Financial Aid, and the Registrar have worked together to utilize document imaging technologies, while the Office of Human Resources created a new online recruiting system for civil service, administrative/professional, and student employees. How does this practice achieve sustainability? Admissions, Financial Aid, and Registrar: After initial equipment purchases, on-going costs are for software licensing and equipment maintenance. These costs will be covered by efficiencies created by the document imaging system, notably reduced clerical costs associated with document filing, maintenance, and retrieval. Human Resources: All civil service, administrative professional, and student position openings are announced and application materials are available on-line. Applicants for positions complete application materials and submit them electronically. Office and department staffs that have posted a position opening can review applicants’ resumes and other application materials on-line as well. What are the results/measurable outcomes? Efficiencies in workflow: 1. The Admissions Office processes more applications in a shorter period of time. 2. Transfer student transcripts are evaluated more quickly, and results are communicated more efficiently. 3. Less data entry of applications because of automatic uploading into the imaging system. 4. File transfer among departments (Admissions, Evaluations, Financial Aid, Graduate Departments, Records, etc. is facilitated.) 5. Financial Aid uses document imaging to track and route faxes. 6. Human Resources can review candidates’ applications for completeness and qualifications. Better customer service: 7. No time is spent searching for files. Files are accessed instantly. 8. Graduation Audits and other documents are imaged and communication to students is now done electronically 9. Candidates for jobs at Illinois State can apply for more than one job with just one application, and have a central location to view what jobs are available. Labor and Cost Savings: 10. Labor and postage costs are reduced; more efficient service is provided. 11. Greatly reduced file maintenance and storage costs for Admissions, Financial Aid, and Registrar. For example, no manual culling of files. 12. Queries can now be run on productivity of staff; hence, measures of accountability can now be better tracked. Business Continuation Advantages: 13. All imaged documents are backed up and stored on campus and remotely, increasing the ability to recover quickly from any catastrophic occurrence. Contact Information Name: Dr. Jonathan Rosenthal Email: jmrosen@ilstu.edu Phone: (309) 438-2157 186
Direct Connection to Policy Area 6 of The Illinois Commitment Administrative Services Internal Customer Survey Joliet Junior College What issue or need is addressed by the effective practice? The goal of this project was to address the effectiveness and efficiency of Administrative services in the JJC Business Services office, including purchasing, procurement card, mail services, receiving, reprographics, telecommunications, and bookstore. Description of the effective practice: This practice was effective in two ways: 1) In the past, the survey was e-mailed to JJC employees as a Word document. Employees were instructed to print the survey and mail it back to the Business Services Office, resulting in 10-15 annual responses. In Fall 2005, the survey was put on-line and the number of respondents increased dramatically, to 132. Since the on-line survey linked to an Access database, resources were saved in terms of mailing, paper, and analysis time. 2) The survey results provide valuable information about how to make Administrative services more friendly, useful, and efficient. How does this practice achieve sustainability? The survey is conducted on an annual basis by the Administrative Services unit of the Business Services office. What are the results/measurable outcomes? 132 employees responded to the survey - 58% staff, 22% administrative, and 21% faculty. About 50% of the respondents have been employed at JJC over 10 years; 75% 5 years and over. • Internal customer service responses were positive across the board. Typically, about 90% of survey respondents felt Business Service area staff respond to inquiries promptly, are courteous, are knowledgeable, and act in a professional and ethical manner. Only in a few instances did a respondent disagree with the statement that staff were not courteous or helpful. As an example, 89% of respondents agreed the delivery of orders is timely (the other 11% were neutral). • There was also a positive response to questions about the ease of use of Administrative area services and training to use them. For instance, 80% of procurement card users agreed the card is convenient; 86% of respondents agreed they knew how to prepare outgoing mail to meet USPS requirements. Overall, the results of the survey were very positive. The Administrative Services area will use the results to sustain the high-quality level of responsiveness to internal customers. Contact Information Name: Judy Mitchell Email: jmitchel@jjc.edu Phone: (815) 280-6640 187
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Title of Effective Practice: - California Postsecondary Education ...

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