General Process for Teams

  1. Individuals that are a part of an institutional team take the audits. These audit results are accessible through the CENTSS audit manager. These results show the averages of all respondents at the item and service levels.
  2. Institutional teams review audit results at the item and service levels and discuss perceptions and identify baselines for each student service area. Baselines are established by comparing audit results to the actual Web service. Discussion is critical in establishing the baseline level of service. By using the new tool found in the CENTSS Audit, teams can identifiy their agreed upon baseline for each item. Once submitted, a baseline image will appear in the CENTSS audit manager data drill down service detail page for that respective service item. This step is critical to help teams identify issues in navigation, low-hanging fruit, and why some services are not on the Web.
  3. After establishing your institution’s base line, teams need to review how well a service is being delivered vs how important it is to be delivered. Teams also need to establish priorities for which services will best assist institutional needs. These valuing exercises are highlighted in the presentation that Dr. Nancy Thibeault, Dean of Distance Learning at Sinclair Community College, gave on June 9, 2010 in Columbus, Ohio.  
  4. Implement! Nancy Thibeault's presentation highlighted ten key points:
    • Executive level sponsor
    • Cross-functional team (charged by sponsor)
    • Review your CENTSS audit results
    • Document current state of each service
    • Low hanging fruit (find an early win)
    • Prioritize – which services to target?
    • Campus wide awareness / Buy-in
    • Develop roadmap – current /bridge/ desired states (bridge small steps need to transition from current to desired state)
    • Recommend projects based on roadmap
    • Implement projects

The eStudent Services Division reminds teams that three possible implementation routes should be considered:

  1. Institution based solutions
  2. Working with eStudent Services and other Ohio higher education institutions on collaborative buys for technological solutions
  3. Working with eStudent Services and other Ohio higher education institutions on shared services, such as eTutoring, and technological and service solutions.