Registration and continental breakfast (included in registration)

Opening comments and faculty introductions

Why Choose a One-Stop Model?

During this introductory session, faculty will share three differing perspectives on why they decided to implement a one-stop center at their institutions. They will introduce the models they chose and discuss some of the assumptions (both true and false) they made before they began their planning processes. During this session, attendees will be introduced to a draft one-stop planning template and will begin to work on their institutional plan.

Break

Getting Started: Envisioning Change

In order to plan a one-stop center, you will first need to consider process changes to both your operation and your personnel. During this session, faculty will help you understand and facilitate business process redesign. They will also help you understand your current student contact data (walk-ins, appointments, phone calls, etc.) so that you can modify processes and job descriptions for improved customer service.

Lunch (included in registration)

Using Technology to Improve Customer Service

Technology can help you both in building a platform for successful customer service and in assessing the results of your one-stop implementation. During this session, you will review various ways to use technology to meet your service goals. In addition, you will also learn how to bring more of your services online using technology.

Break

Human Resources, Part 1

Resistance to change can damage or derail a one-stop implementation. Employees and supervisors are often apprehensive about their changing roles and potential move to new physical space. During this session, you will learn techniques for change management and how to manage key messages to staff for maximum support and buy-in.

Networking reception (included in registration)

Continental breakfast (included in registration)

Human Resources, Part 2: Training

Once your front-line staff are on board, you will need to cross-train them in new processes for optimal efficiency. This session will help you identify learning needs and design a training program that ensures your one-stop center is successful. Topics you will explore include: developing a core curriculum, developing job categories and classifications, implementing the new training plan, and ensuring good customer service.

Break

Physical Space Considerations

What space do you have available? Are you building a new structure or remodeling existing space? How many service areas will you be combining? Will any services be moved online? In this session, faculty will help you answer questions you have about physical space redesign and logistics. After the presentation, you will work on your own unique space redesign project.

Lunch (included in registration)

Site Visit: Tour the One-Stop Shop at Widener University

Join us for the tour of the one-stop center at Widener University to see firsthand the implementation of some of the ideas about space and process redesign you reviewed earlier in the conference. In addition to hearing about how Widener transitioned to a one-stop shop from a converted car dealership, you will tour the space and have an opportunity to ask questions of the managers working in the shop.

Continental breakfast (included in registration)

Crafting Your Plan

This session will help you jump-start the planning process. Faculty will help attendees weave the information learned during the first part of the conference into a practical plan.

Break

Assessing Quality and Return on Investment

Once you have decided to implement a one-stop center, you need to develop valid measures to assess success and determine the return on investment to institutional leaders. It’s likely you’ll be asked to measure both quantitative and qualitative outcomes during the life cycle of your new operation to demonstrate both fiscal and customer service outcomes. During this session, you will learn techniques for assessing progress and using key performance indicators around expenditures, staff time, facility use, and student satisfaction.