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Events and Programs
Events and Programs

2013 Integrating Student Services: Improving the Student Experience Through Transformative Innovations

October 6, 2013-October 8, 2013
Le Centre Sheraton Montreal Hotel
Montreal, QC


Sunday, October 6

1:00 pmRegistration
3:00 pmWelcoming Remarks

Kathleen Massey, McGill University
Julie Selander, University of Minnesota-Twin Cities

3:15 pmKeynote: Improving the Student Experience through Transformative Innovations

Hung Le, Pepperdine University

Technology has made our world smaller in many ways. We have come to expect ease of use in all areas of our lives, especially in the service arenas and the means of communication. The Internet and technological advancements continue to move us to more integrated ways of doing things. Our students come to us well-versed in the world of integrated websites, iTunes, and snap chat. We compete for their attention and their loyalty not necessarily with other institutions of higher learning; rather, our competition is with the likes of Google and Amazon. Our institutional literature is rife with students-centered messages. Yet, more often than not, our students’ experience does not match with those messages. We live and work in silos and work hard to justify their existence in an integrated world. Our students’ experience is shaped by what we do and how we do it. To better serve our students and our learning communities, we must be willing to reach beyond our particularities and innovate to transform.
5:00 pmNetworking Reception

Monday, October 7

7:30 amBreakfast
8:30 amPanel: Building and Sustaining a One Stop

Frank Claus
Linda Ngo-Chan, Centennial College of Applied Arts and Technology
Kevin Roberts, Abilene Christian University

Join representatives from three institutions to discuss successful implementation of various approaches to enhanced student service through "one stop" centers. These include multi-service front-end offices to complete reorganization of entire departments. Each of these schools has encountered different obstacles, but all are achieving meaningful success.
9:45 amRefreshment Break
10:15 amCreating the Best Student Experience – DIY or Not? What are your options?

Richard Bayer, University of Tennessee
Judith Witherspoon, Edfinancial Services

One size does not fit all when it comes to creating the best customer service experience for new and returning students. Finding the right solution can depend on budget, facilities, culture, etc. This session will take a 360 degree approach to the issue - examining various solutions and reasons for them. Should you “do it yourself” (DIY) by building an internal team? Use a third party provider? Will a hybrid solution work best? The presenters will review the DIY approach taken by the University of Tennessee and examine case studies for institutions that have found different and equally successful answers to these questions.
10:15 amOne Stop in Action Case Study: The Perfect Storm (NDSU)

Wendy McCrory, North Dakota State University Main Campus
Linda Murphy, North Dakota State University Main Campus

In any storm there are a number of conditions that need to be present at some level, but for that storm to achieve “note-worthy” status, the conditions must be perfect. North Dakota State University’s Bison Connection developed as the result of perfect conditions: visionary leadership, unprecedented growth, the implementation of a new student information system and renovation of the student union. Join us as we share the highs and lows of serving students over the past seven years.  
10:15 amTexts and Tweets and Vines – Oh My!

Kevin Roberts, Abilene Christian University

As Dorothy and her friends head off toward Oz they are afraid of the possibility of "lions and tigers and bears." Of course, as it turns out their fears are unfounded and, in fact, they could not make it without the Lion. As we head off into the future, we are faced with unprecedented changes in technology. Every day it seems there is the next "big thing" and the pace is accelerating. This is a time of great excitement and great opportunity. Join us as we discuss the impact technology is having on student services. We might even discover that what we thought was to be feared, turns out to be indispensable.
11:30 amLunch
12:30 pmLean Your Office to Improve Student Services Delivery

Ruth Johnston, University of Washington

The use of Lean to improve your office’s work processes is an effective method to reduce unnecessary steps, create a logical flow, and improve your service to students, parents, and partners. Lean is more than a set of tools or the flavor of the day; it is an approach to everyday work, and done best by those who do the work. In this session you will learn how Lean is being used in student services, including both central and academic areas, at the University of Washington. You will be introduced to some of the tools and how to apply them personally and with the staff in your office.
12:30 pmMeeting Student Expectations and the Next Phase in Customer Queue Management Software

Frank Azimpour, Q-nomy, Inc.
Alex Muniz, Q-nomy, Inc.
Romesh Vadivel, McGill University

This partnership showcase will highlight recent developments and upcoming trends in automated student flow (queue management) software and how this is helping to meet student expectations and their service demands. Since 2002, Q-nomy has been developing, marketing and implementing software solutions that help colleges and universities improve the student experience throughout their campuses. Q-nomy's solution – as deployed at McGill University’s Service Point, under the P@geMe brand – now allows students from anywhere on or near campus to add themselves to a virtual queue, and be notified of their place in line via email and SMS text messaging.
12:30 pmOne Stop in Action Case Study: The Long Winding Road - Re-Engineering Services, Staffing and Space

Michael Stearney, University of Wisconsin-Green Bay

Beginning in 2008 and continuing through today, The University of Wisconsin-Green Bay has been on a journey to completely transform the philosophy and delivery of services in the Enrollment Services Division (Admissions, Financial Aid, and Registration/Records).  Interestingly, the vision for the transformation was partly inspired by attendance at an ISSP conference several years ago. A multi-year project has resulted in a new shared mission & vision, a new staffing and training model, and a spirit of continuous improvement to achieve the desired outcomes of integrated and responsive services, operational efficiencies, and cost savings—all accomplished in a physical space that was intentionally remodeled to support the service vision. This presentation will chronicle the project from planning through execution and share insights about the challenges, outcomes (anticipated and unanticipated) and lessons learned along the way.
1:40 pmHealth Check: McGill University Service Point Three Years After Go-Live

Kathleen Massey, McGill University
Romesh Vadivel, McGill University

2:15 pmWalk to Service Point for McGill University TourMeet your designated tour guide
2:45 pmMcGill University Service Point Tour and Presentations
4:45 pmNetworking Reception at McGill University

Tuesday, October 8

7:30 amBreakfast
8:30 amOne Stop 2.0: Continuous Improvement with Integrated Student Services

Julie Selander, University of Minnesota-Twin Cities

Gain a view into a fully developed integrated student services model that has been in existence for over a decade and a half. Participants need not be seasoned "one stop" administrators; however, this session will provide more focus on continuous improvement in the one stop student services model post-implementation and beyond. Topics include developing customer service standards, hiring and training staff and building a successful team, leveraging technology for a streamlined and successful student experience, measuring success and satisfaction levels, as well as other critical topics for successful virtual, physical, and organizational integration.
8:30 amOne Stop in Action Case Study: Connecting the Dots-How Placing Students at the Centre Transformed the Office of the Registrar

Melissa Padfield, University of Alberta
Patricia Schultz, University of Alberta

Two years ago the Office of the Registrar at the University of Alberta set a bold strategic vision with the statement “We are the Office of the Registrar, A Student First Experience”. This vision has completely transformed all elements of our business, from Admissions to Convocation. The result has been the creation of our new one-stop, Student Connect, which launched to the public on September 3, 2013. By focusing on staff empowerment/development, strategic partnerships, effective technology, appropriate space, process definition, collaboration and yes, fiscal responsibility we have reimagined what administration can look like when you put students first. We are eager to share our successes in this process, what we learned, what we would do differently and the growing pains we experienced during our soft-launch phase as we continued to develop through “Plan, Do, Check, Act”. Join us as we discuss our innovative approach to transforming our organization and how it touched our people, processes, policies and technology (and got us ready to handle 400+in-person visits per day)!
8:30 amOne Stop in Action Case Study: Making Change Real– Going from No Bowl to Super Bowl

Jim Curry, Pace University
Diego Quante, Pace University

Come see how the Office of Student Assistance at Pace University became the University standard for excellence by going from the worst service organization to an award winning University organization in two years. Learn how we brought the organization to its success by integrating services, leveraging technology, upgrading staffing, increasing training, and promoting excellence. The results demonstrate increased cash flow, decreased staffing, increased average salaries, increase in call center efficiency, and leveraging technology for optimal service delivery.
9:30 amBreak
9:45 amLeadership in Managing Transitions

Hung Le, Pepperdine University

Innovations require change. It is often not the change that people resist; rather, it is the transitions that can be the stumbling block to successful implementation of sound and valid innovation. Integrating student services is filled with challenges, many of which involve letting go of old ways of doing things and legacy ideas and practices and moving into a new environment and adopting new practices and innovations. How can we most effectively help lead our organizations so that our shared goals and common vision are achieved?  In this session, we will engage in learning about different models of leadership and how they affect the process of transitions, the people whom we serve, and the eventual outcome of our efforts.
9:45 amOne Stop in Action Case Study: Tales from the Counter (UC Merced)

Michelle Comer, University of California, Merced
Lisa Perry, University of California, Merced
Carlton Stroud, University of California, Merced

Learn what it’s like running a One Stop at the newest University of California campus. The development and maintenance of UC Merced’s Students First Center will be discussed. Hear tales from the front counter relating to team building, assessment, and home office relationships. Discover the SFC’s unique social media resources and begin to follow their outreach efforts with the hashtag #UCMSFC. Review training practices and discuss resources for building a culture based on providing quality customer service.
9:45 amPartnering versus Punting to Enhance Work Processes and Service Delivery

Paula Gill, Belmont University

Effectively integrating services requires that we partner with key internal stakeholders versus punting problems or issues.  When internal service expectations are not being met, oftentimes there is not a vehicle for communicating those expectations other than general grousing and occasional confrontation. The purpose of partnership agreements is to identify internal stakeholders and their principal needs so as to enhance satisfaction with the work performed for them.  Partnership agreements allow for straightforward dialog about what is and is not going well between internal operating units and documents needs, expectations, and measures for processes and services.  In this session you will learn how partnership agreements have been used to improve work flow between units at Belmont University, and how you can use this tool at your institution.
10:45 amRefreshment Break
11:00 amClosing Session – Town Hall MeetingClose out the conference by applying your learning, asking questions of colleagues and experts, and gaining new ideas. This session will draw from the general sessions and include group conversation to prepare you to act when you return to your office.
12:00 pmClosing Notes - Conference Adjourns

Program Overview

2013 Integrating Student Services: Improving the Student Experience Through Transformative Innovations
October 6, 2013-October 8, 2013

Estimated CPEs:12

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