Stovepipe approach to service delivery with processes and physical locations
Specialized job functions and individualized job classifications
Accountability and decision-making roles are not clearly defined
Policies are exception-based rather than rule-based
Innovation and risk taking is discouraged
Ensuring bond process and outcomes are in sync with redesign recommendations
Proposed solution: Organizational structure that utilizes cross-functional teams to promote one-stop and student self-service approaches to service delivery.

Same information presented in a variety of formats and styles but content is not always consistent or accurate
Limited access to information by both students and employees, particularly electronic data
Proposed solution: Coordinate the collection and distribution of services to students information available via several medium.

Enrollment and Retention

Defined as the multiple entry and referral points and process for admission, and the services provided to support a student's continued enrollment and future success.

Different application forms depending on type of student or instructional program/department
Separate databases maintained by the various instructional programs or departments to meet additional information needs or requirements
Multiple hand-offs and manual focus in credit application processing
Proposed solution: Develop a standard admissions application and streamline admissions processing.

Low student participation rate but high satisfaction with and better understanding of Lane by participants
Accessibility of sessions contributes to low participation
Proposed solution: Expand participation in sessions and broaden accessibility to new student information.

Lane has not formalized a policy for the primary purpose of placement testing or how tests will be used
Incomplete mechanism for identifying high-risk students and providing appropriate support
Insufficient space and limited locations for administration of placement tests
Proposed solution: Increase access to and revise administration of placement tests.

No college-level plan for all aspects of advising
Advising services are underutilized by all students but highly rated by those who use the services
Limited accessibility to services
Proposed solution: Establish a college-wide advising system utilizing teams in multiple locations.

Limited interaction and relationship between career and job related services and other services to students
Physically dispersed - lack of visibility
Unable to share resources to deliver career and job related services
Proposed solution: Combine career and job related services to create a Career and Work Information Center (CWIC).

Lack of formal connection with enrollment processes
Lack of formal training and support in providing advising services
Proposed solution: Create organizational structure for effective delivery of enrollment and advising services.

Financial Transactions

Defined as the processes and policies associated with the assessment and collection of student related financial charges. Also includes issues related to federal loan processing.

Confusing layout for both students and employees
Lengthy production time due to the number of records maintained and kept active, number of people and steps involved in the process
Proposed solution: Modify the billing statement format and processing.

Charges and adjustments originate at different locations
Processing of all adjustments and most payments must occur at College Finance
Proposed solution: Extend financial transaction opportunities to service units for conducting charges, payments and adjustments.

No college philosophy to guide credit and collections policies
Current credit policy incomplete and inconsistently applied
Proposed solution: Revise policy for extending credit.

High Federal Perkins Loan default rate resulting in additional compliance requirements and loss of new federal capital
Fragmented processing with no single unit or individual responsible for the entire process
Proposed solution: Change Federal Student Loan processing.