On-Line Transcript Requests: We did it and you can too! · On-Line Transcript Requests: We did it and you can too! AACRAO 2007 ... • Student Expectations ... (system wide) • 6,000

On-Line Transcript Requests:We did it and you can too!

AACRAO 2007Session ID: S3.144

March 3, 2007

Facilitator: Paula Brugge, Associate DirectorUniversity of Minnesota-Twin Cities

Presenters:Richard Backes, Senior Associate Registrar

Washington State University

Robert Jansson, Associate RegistrarUniversity of Washington

Introduction

• Impact of Web• Admission• Registration• Graduation

• Growth of Internet Retailing• Buying on-line• Shopping carts

Introduction

• Why not transcripts?• A product• Now stored electronically

• Student Expectations• Don’t expect to wait• Don’t understand delays

Why On-line Ordering

Student Efficiency• Current process requires paper

signature• Requires payment• In person requires multi-step

process• Must return to pick up

Why On-line Ordering

Staff Efficiency• Faxed requests followed by e-

mails followed by phone calls• Credit card information on form is

a risk of security breach• Stacks of requests: emergency,

regular, paid, unpaid

Barriers to On-line Ordering• Nature of the transcript

• Official• Involves money, indebtedness,

holds• Involves mailing to 3rd party• Lost transcript = lost job• Insecure transcript = fraud,

identity theft

Barriers to On-line Ordering• IT Resources

• Who will program?• How much can be done?

• E-Signature requirements• Is our Id/Password credential

enough?• How to avoid fraud/shared

passwords?

Transcript Survey

• Surveyed 100 institutions across the Pacific region

• 44 Responses representing seven U.S. states, one Canadian province and Guam

• Compiled into short document using MS Office tools

Survey: On-line Order System

Survey: Most Popular Online Ordering Options

Transcript Survey

• Other facts from Survey• 73% charge a fee for transcripts• $5.00 is most popular amount

About WSU

• Characteristics of WSU• 23,428 Headcount / 22,037 FTE

(system wide)• 6,000 Degrees awarded each year• 35,000 Official Transcripts ordered

per year• 2 FTE Staff supporting transcripts

WSU Transcript Dept.

WSU Transcript Project

• Existing administrative order system

• Programmer for 3 months to build

• Launch self-service along with new admin system

WSU Transcript Project

• Issues:• Costs

• Same as paper: $4.70 / $10.00• New fee for electronic: $8.00

• Options• Same as paper: Regular/Expedited• Same as paper: Hold for degree

WSU Transcript Project

• Issues:• Former students

• Only those who know their credentials can use

• Imaged transcript for those prior to 1992

• In-house vs. outsource• Legacy SIS not conducive to project• Built using one-year programmer

Hold OverrideHold Override

Additional Materials for Envelope(noted on envelope label)

Additional Materials for Envelope(noted on envelope label)

Check InformationCheck Information

Issues to Consider

• Fees• New method is opportunity to

revisit fee structure• How will you handle rush/overnight

delivery?• International Delivery

Issues to Consider

• Options• Pick up versus mailed• Holding for degrees, grades• Electronic transcripts• Special handling (e.g. forms)• Payment (Visa, MC)

Issues to Consider

• Former students• What students are eligible for on-

line ordering?• Students prior to current SIS• Students who forget their on-line

credentials• 3rd Parties/Proxy

Issues to Consider

• Build versus outsource• What system are you on?• Does your SIS vendor provide a

mechanism?• What other options are there?• Considerations

Next Steps

• Electronic transcripts• Partnerships with other

institutions• XML/SPEEDE

Bob Bob JanssonJansson,,University of WashingtonUniversity of Washington

University of Washington University of Washington

Four year public research universityAutumn 2006

FTE head count– Undergraduate– Graduate– Professional– Total FTE

26,1618,3152,937

35,413

27,8369,8861,802

39,524

Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript

Share the idea• Survey• Users group / action committee

• Students• IT staff• Advisers• Front-line transcript staff

Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript

Share the ideaAnalyze the impact• Review current systems and methodologies• Policy changes• Staff• Budget implications

Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript

Share the ideaAnalyze the impactDevelop a plan• Who can order • Security • Time-lines• Costs

• Payment• Mode of delivery • Audit• Fall back procedures

Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript

Share the ideaAnalyze the impactDevelop a planMeasure the results• Turn around time• Ease of use• Customer and employee satisfaction

Four Easy Steps to an Four Easy Steps to an OnOn--line Transcriptline Transcript

Share the ideaAnalyze the impactDevelop a planMeasure the results

Evolution of OnEvolution of On--line Transcriptline Transcript

Prior to 2002 – walk up or mail requests2002 – unofficial transcript on web2003 – official transcript online current2004 – official transcript online former2004 – unofficial pdf for students2005 – unofficial pdf for advisers

Unofficial Transcript on Unofficial Transcript on Web Web

Ordering an Official Transcript Ordering an Official Transcript OnOn--line line

Things to consider• Current and former students

Not for everyone– 1861 - 1887, 1888 - 1939, 1940 - 1983, 1983 - present

UWNetIDComplete transcript or graduate/professional onlyDifferent display for current and former students

Ordering an Official Transcript Ordering an Official Transcript OnOn--lineline

Things to consider• Current and former students• Payment methods

Credit cardConvenience feeWeb checkStudent accountExpress mail delivery

Ordering an Official Transcript Ordering an Official Transcript OnOn--lineline

Things to consider• Current and former students• Payment methods• Modes of delivery

Standard mail deliveryExpress mailPDF

Evolution of OnlineEvolution of Online--transcripttranscript

2002 – unofficial transcripts2003 – official transcript online current2004 – official transcript online former2004 – unofficial pdf for students2005 – unofficial pdf for advisers

In Summary In Summary What Have We Learned?What Have We Learned?

0

20,000

40,000

60,000

80,000

Tran

scrip

ts

20

00

20

02

20

04

20

06

Year

On-line Official Transcripts Requested

Web FormerWeb CurrentMicrofilmCounter/Mail

In Summary In Summary What Have We Learned?What Have We Learned?

47% of our official transcripts are ordered on-line42% of our official transcripts are ordered by mail/counter11% of our official transcripts are microfilm orders

In Summary In Summary What Have We Learned? What Have We Learned?

Transcript office– Six FTE

Transcript window– Three FTE

In Summary In Summary What Have We Learned?What Have We Learned?

2006– 529,774 unofficial web inquiries– 64,928 official transcripts ordered– 3,209 unofficial transcripts ordered

Questions?Questions?

Bob Jansson, Associate RegistrarUniversity of WashingtonOffice of the Registrar1410 NE Campus [email protected]

Former Student Official Former Student Official Transcript OrderTranscript Order

Step 1

Former Student Official Former Student Official Transcript OrderTranscript Order

Step 2

Former Student Official Former Student Official Transcript OrderTranscript Order

Step 3

Current Student Official Current Student Official Transcript OrderTranscript Order

Transcript InquiryTranscript Inquiry

Web Credit Card Web Credit Card ApplicationApplication