The Changing Role of the Modern One-Stop Shop Service Center

TalkingEDUSmall.jpgWhile the desire to integrate student services has fueled the One Stop Shop approach at many colleges and universities over the last decade (or more), it has been successful in eliminating silos and their requisite redundancies; however, there is still more to be done to capture the remaining elements of the student lifecycle. Such is the premise of an EDUVENTURES Wake-Up Call post by Principle Analyst, Jeff Alderson. The inclusion of admissions, financial aid, the registrar and bursar of the traditional OSS implementation “is based on how enrolled students experience services horizontally.” Anderson maintains that this “centralized, transactional enrollment related” approach successfully integrates class registration and tuition payment, but fails to address “specialized service offering for unique populations.”

By adding university relations and career services, a whole range of stakeholders including veterans, people with disabilities, International students, parents, millennials, generation Z, online learners and job seekers will now have a place at the table.  Alderson believes that extending integration beyond the “enrolled student experience” to include promoting enrollment, retaining students and career placement will not only encompass the whole student lifecycle, but will also address concerns currently top-of-mind for students, their parents as well as federal and state governments.

Up-to-now, the success of OSS has been due in large part to the use of CRM technologies shared by admissions, financial aid, the registrar and the bursar’s office. Alderson suggests that one challenge for IT and administrators in extending this new cross functional model will be making the appropriate technology choices to address these unique workflows not sufficiently addressed by their existing CRM applications.

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