To increase or enhance the award programs available for student awards.
Objective
Direct Loan Awards
The objective is to offer Direct Loans to aid applicants for Academic Year 20010 - 2011.
Indicator
Direct Loan Awards
Number of direct loan awarded to eligible students.
Criterion
3000 Awards
We anticipate being able to make 3000 awards to eligible students.
Finding
10,000
Things have worked so well this year that we were able to make approximately 10,000 awards altogether.
Action
Retire Goal
This goal and objective is working well enough that we will retire this goal and choose another area on which to work.
Goal
Student Service
To increase the level of service provided to our students.
Objective
Staff Development
Perform regular staff development training to strengthen understanding of existing programs and train staff on new policies, procedures and programs.
Indicator
Students Calling More Than Once
Fewer call-backs would indicate that first encounters would be clear and concise so that students would know what to expect in the loan application and award process.
Criterion
Less Than 50% Call-backs
Our typical percentage of call-backs hovers around 50%, so less that 50% would constitute improvement.
Finding
New Phone System Installed
A CISCO telephone system has increased customer service by reducing the number of dropped calls and reducing hold time. It also allows us to monitor the financial aid counselor answering the calls, number of calls completed, and number of calls in the queue as well as length of time in queue and financial aid counselor talking with customer.
Action
Fewer Callbacks
We are extremely pleased with the CISCO system. Each year we aspire to improve customer service over the previous year. Decreasing call-backs remains the goal.
Goal
Technological Enhancement
To utilize the Banner software features and functionality.
Objective
Summer Awards
This will be the first summer to use the Banner platform to assist with awards. The objective is to learn how to make the process work seamlessly in Banner
Indicator
Number Of Summer Awards
The number of summer awards will demonstrate effective use of the Banner platform in the summer semesters.
Criterion
2300 Summer Awards
If we are able to determine the steps in Banner to award summer aid, we hope to make approximately 2300 awards.
Finding
New Software
We have been able to master the Banner programs related to Financial Aid; additionally, we were able to implement algorithmic packaging that allows for grouping similar awardees. For summer, we were able to evaluate 3200 applicants for awards. During the year, there were approximately 900 applicants that had to be manually evaluated; the remaining were decided by the algorithmic rule.
Action
Efficiency
As we become more adept at using the algorithmic packaging, award decisions should become more efficient and timely. We want to find other Banner programs that will support our efforts to become even more efficient at serving students regarding financial aid.