Models of shared service delivery
Services are housed within a service delivery organization and governed by a common leader.
Center of excellence
Each shared services activity is housed at a single institution or department that has been defined as a center of excellence.
Centralized oversight and direction
An umbrella organization provides policy direction and a common governance structure.
Transaction processing occurs at functionally-based transaction processing centers.
Providing students with impactful and responsive services
Rigorous self-appraisal of service delivery approaches is vital to staying competitive in all industries – and now more than ever in higher education as it relates to student responsiveness. Delivering a positive customer experience has been a long-standing priority for corporate service functions as service quality and immediate response are necessary for customer loyalty and satisfaction. The new norm involves 24/7 support access and the use of technological advances (e.g., online chatbots and artificial intelligence) to respond to inquiries. So what does this mean for college and university settings?
As support needs become increasingly complex, current student support approaches may no longer be sufficient to meet student expectations and respond to spoken or unspoken needs relating to academic success and campus experience. Students are accustomed to the response times and the overall service quality they receive from corporate providers. As a result, students approach institutional support functions with similar expectations and can become frustrated by what they perceive to be inefficient systems and processes lacking modern service quality.
Predictive analytics, enhanced advising and health-related compliance are just a few of the student supports requiring expertise and resource investments that may not be possible at a department or individual institution level. Shared services for more sophisticated student support offer institutions one way to stay ahead of ever-changing needs and requirements.
Specifically, the adoption of student support-related shared services can help institutions ensure equal access to expertise and allow flexibility in accommodating increased workload. This can be important in addressing recurring noncompliance or high customer service complaint situations.
In short, shared services can offer enhanced responsiveness and expertise, which can equate to improved student experience and success.