STUDENTS FIRST! PROCESS REDESIGN
CHANGE PROPOSAL AND ACTION PLAN

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SERVICE: Information Dissemination: Telephone

Current Situation:

The college has a phone system for ClassLine and GradeLine and another system for the remaining college phone service. These systems are operated and managed separately requiring separate resources. ClassLine is Lane's telephone registration system. Students can register or drop classes, or listen to a list of classes they are registered for by calling the ClassLine number from any touch-tone telephone. GradeLine is Lane's telephone grade information system. Students can hear a listing of the grades they have received from the term just completed by calling GradeLine from any touch-tone telephone.

Phone line studies and department records across campus show that during certain times, students, customers, and employees cannot get through. When callers do get through, comments from the input sessions indicate that it may take several attempts. Students calling credit departments wishing to register are told to dial ClassLine and that departments cannot register them. The OSRL survey responses indicated that students have trouble getting through by phone to register on ClassLine. Ninety-one percent of credit respondents registered via ClassLine while only forty-seven percent of non-credit students used ClassLine. Switchboard and departmental employees mentioned in input sessions that they do not have access to all the necessary information to be the primary information provider for the college.

The ClassLine and GradeLine scripts are not frequently updated. Vocabulary and phrasing often leave the students with questions about what the messages mean. The messages are infrequently updated. During input sessions, the team learned that if the student has Financial Aid she/he is told that her/his account is paid for in full, without telling how much of her/his Financial Aid will be used up to pay for the tuition and fees. ClassLine itself was rated very highly in all of the surveys. Almost eighty-five percent found it very easy to use. Employees in input sessions also thought ClassLine worked well.

Desired Situation:

The Students First! Center has an outside line which is listed as Lane's general student information number in the phone book with the switchboard number available for general college information.

People answering phones have access to all of Lane's consistent, accurate, easily understood information

Employees providing college information are well-trained and have the most recent information regarding changing offerings and programs.

Lane is making full use of its automated phone system capabilities so repetitive phone service is not delivered by a person.

The phone system is an integral part of the managed information system and its optimal operation is seen as integral to student success.

All phone calls are answered in three rings or fewer.

Any caller to the automated phone system can get a person by dialing 0 at any time.

ClassLine, GradeLine, departmental, and Students First! Center messages are routinely maintained and updated with appropriate consultation with specific employees. ClassLine messages will be improved to clarify the students billing. Reason for holds and who to contact for hold releases are easier to understand.

Proposed Solution:

The Information Planning Team will work with involved employees to integrate all aspects of the existing phone systems into one phone service system. Members of these work groups will become members and associates of the Students First! Information Support Team.

Students First! Information Support Team will own the process for keeping ClassLine and GradeLine updated. Members from this group will also work as consultants with departments to identify and track problems with ClassLine and GradeLine messages. The Information Team will revise the messages to resolve the issues. This team will also be responsible for ClassLine, GradeLine, and department-related student information scripting; design, and layout for printed material, and on-line-line student informational resources.

The Students First! Resource Team will be responsible for achieving the benchmarks for phone service to students/customers.

Coach (from Redesign Team): Bee McRae, Jana Nelson
Sponsor: Marie Matsen

Measurement	Tools for Measuring	Responsibility for Tracking Measurement
track and increase student satisfaction with telephone requests for information increase percentage of non-credit students using ClassLine from 47% to 60% by July 1998	baseline = must be established follow-up = student survey baseline = OSRL survey follow-up = student survey	Information Dissemination Process Owner Manager

Action Plan For Implementing Solution:

Task	By Whom	By When	Resources Required
Integrate phone systems into overall managed information system and plan	Information Planning Team		system expansions and upgrades in CPU and phone line capability
Include phone system members in Information Team	Paul Chase, Paul Colvin, Nick Cheshire	1/1/97
Regularly review and change ClassLine and GradeLine scripts.	Information Support Team	start 1/1/97end 2/1/97for first review of ClassLine and GradeLine	50 hours initially100 hours/yr. for ongoing phone scripting support
Build system for review of complaints/questions on ClassLine script. (Automate wherever possible.)	Nick Cheshire, Ray Smith, Information Support Team	start 1/1/97end 2/1/97	6 hours
Create feedback system to understand student/customer confusion on ClassLine, GradeLine, other automated systems. Compile and track complaints/questions.	Students First! Center team members		20 hours