Parchment Exchange User Conference

February 18, 2016

Matthew Schramm Senior Assistant Director

Combined Enrollment Services

Transcript Outsourcing: Reallocated Labor and Improved Student Experience in Enrollment

Services

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Boston University

§  Private Research Institution §  Total Students: 33,000

§  16,000 Undergraduate

§  14,000 Graduate

§  3,000 Non-Degree

§  Homegrown SIS §  First Implemented

Parchment: December 2013

§  Total Transcripts Produced in 2015: 43,000

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Enrollment & Student Affairs (ENSA)

Office of the University Registrar

(OUR)

Combined Enrollment Services

(CES)

Enrollment Services

Operations (ESO)

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Enrollment and Student Affairs

Where were we in 2013? §  Combined Enrollment Services established July 2013

§  Define customer service staffing needs versus back office processing

§  Limited Registrar Support Staff

§  Unit directive to minimize work study support

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Homegrown SIS

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Enrollment and Student Affairs

BU Transcript Process Before Parchment

§  Less Than Ideal Student Experience §  PCI Noncompliance

§  Difficulty Collecting Metrics §  Labor Intensive

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

BU Pre-Parchment §  Online ordering

restricted to current students

§  All alumni, former

students must complete a paper transcript request form §  Faxed, emailed, mailed,

in-person

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Enrollment and Student Affairs

BU Pre-Parchment

•  Distribute and Charge Orders

•  Print Transcripts

5 Hours

•  Redact CC Info •  Save Request

Forms

2 Hours •  Package Transcripts

•  Print FedEx Shipping Labels

3 Hours

10 Hours of FTE + Work Study Labor Per Day

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

2013 2014 2015

Online Ordering AMCAS

eTranscripts

Parchment Implementation

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Enrollment and Student Affairs

•  Verify Student ID

•  Print Batch Job

1.5 Hours

•  Update to Sent •  Print

Attachments

1.5 Hours •  Package

Transcripts •  Print FedEx

Shipping Labels

2 Hours

5 Hours of FTE + Work Study Labor Per Day

BU Post Parchment

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

BU Post Parchment

§  Less Than Ideal Student Experience §  PCI Noncompliance

§  Difficulty Collecting Metrics §  Labor Intensive

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing

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Enrollment and Student Affairs

Outsourcing

Pros

•  Less Labor •  Less Paper

Cons

•  Cost •  Control •  Branding

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

The Burning Outsourcing Question: How Do We Justify The Cost Without

Losing Revenue?

§  Surveyed AAU Registrar’s on what each of our peer institutions charged for transcripts

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

Flexibility vs Vendor Processing

§  Consulted with other Colleges & Universities outsourcing their transcript production through Parchment

§  Gaining FTE Labor > Control §  Confidence in Parchment’s

Services

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

How Would Transcript Recipients React to Non-BU Branded

Envelopes?

§  Consulted with other Colleges & Universities outsourcing their transcript production through Parchment

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing

Cons

•  Cost •  Control •  Branding

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

BU Post Parchment Outsourcing

•  Verify Student ID

•  Print Batch Job

1 Hour

•  Print Attachments

•  Update to Sent

30 Minutes •  Package

Transcripts •  Print FedEx

Shipping Labels

30 Minutes

2 Hours of FTE + Work Study Labor Per Day

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

47%

47%

6%

PARCHMENT TRANSCRIPTS JULY 2015 THROUGH JANUARY 2016

eTranscripts (8871)

Paper Transcripts Mailed by Parchment (8869)

Paper Transcripts with Attachment Mailed by BU (1160)

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing Gains

Pre-Parchment - 2013

•  15 Work Studies for Transcripts

Post Outsourcing 2015

•  5 Work Studies for Transcripts

•  4 Reallocated to Vet. Affairs

•  4 Reallocated to Transfer Credit

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing Gains

Pre-Parchment - 2013

•  7 Hours FTE Labor Per Day for Transcripts

Post Outsourcing 2015

•  1.5 Hours FTE Labor Per Day for Transcripts

•  Improved Email/Phone Answer Rate for CES

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

Outsourcing Gains

Pre-Parchment - 2013

•  24 Hours FTE Labor for Transcript Processing During Holiday Break

Post Outsourcing 2015

•  4 Hours FTE Labor

•  Labor Shifted to Email Response

•  Expedited Delivery

Boston University Slideshow Title Goes Here

Enrollment and Student Affairs

§  Long term unit cost savings based on redistribution of labor and reduction of paper

§  Value-added feature that has

directly improved BU’s relationship with applicants, currently enrolled students and alumni

Outsourcing Summation

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Enrollment and Student Affairs

Matthew Schramm Senior Assistant Director Combined Enrollment Services MSchramm@bu.edu 617-353-1208

Questions?