Abstract
This paper describes the reengineering of Delaware's student services. The functions of billing, collection, cashier, registrar, dining services, financial aid, ID card, parking, housing, and long distance telephone service have been merged in a partnership of process and technology, and located in a single building. The Student Services Building follows a "branch bank" model with a large lobby where self-service technologies enable students to perform routine business; providing easy access to transcripts, grades, schedules, financial aid and billing information. An open counter is staffed by "generalists" from several campus units who have been cross-trained and provided technologies to enable them to deliver a variety of services. This successful merger of business units was facilitated by the application of appropriate technology and has resulted in staff reduction, cost containment, and improved customer service and satisfaction. Paper presented at CAUSE94, the full proceedings of which are available through this Library as PUB1094.