Student Case Management System Dashboard

The Office of Student Enrollment and Account Management (SEAM) is a one-stop-shop for registration, financial aid, billing information, and questions. When a student contacts SEAM with a question or issue, a case is generated in SEAM’s case management system and routed to the appropriate employee. The employee works on the case within the system, which allows for the collection of performance data, such as how long it took to resolve the student’s issue. SEAM collaborated closely with the University Data Warehouse (UDW) team to develop a dashboard to visualize and present performance data for internal monitoring and external communication with stakeholders. The dashboard displays performance metrics including the number of cases resolved, the average age of a case, the percentage of cases resolved within 5 business days, and the average student satisfaction score. These teams continue working together to build and expand the dashboard.

SEAM leaders use the dashboard to:

• Track, monitor, and communicate performance on key indicators
• Analyze student satisfaction trends with an emphasis on removing barriers to retention
• Identify opportunities for employee training and process or policy improvement
• Monitor compliance with federal regulations
• Identify term-over-term and year-over-year trends to assess progress and forecast staffing needs
• Assess the impact of policy and process changes on the number and type of cases that are submitted
• Assure stakeholders that SEAM is providing a high-quality student experience

The dashboard has been an invaluable tool to improve and maintain a high level of operational efficiency and effectiveness within the department.