DELTA STATE UNIVERSITY
Unit Strategic Plan and Annual Report -- Academic Year 2010-11
____Academic Unit
I.
__X__ Administrative/Support Unit
Unit Title: Student Business Services
School/College or University Division: Finance and Administration
Unit Administrator: Teresa I. Houston
Program Mission: SBS is responsible for collecting tuition, fees and fines, issuing decals, refund and work-study checks, cashing
checks, university cashiering, and issuing and maintaining the functions of the Okra Kard (students' identification cards) and is located
for easy access to students in Kent Wyatt Hall 131. The SBS staff strive to accommodate and serve our students, faculty, and staff
through accuracy, reliability, and friendliness thereby creating an atmosphere of harmony and trust that spreads to the people we serve.
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II.
Student Learning Outcomes Assessment Plan / User Outcomes Assessment Plan
Table II: User Outcomes (primarily non-academic units):
TABLE II – User Outcomes
A. User Outcomes
What outcomes does the unit measure
to demonstrate unit achievements and
improvements (what does a user gain
or learn from the unit’s services?)
1. Decreased incidents of
financial burdens while
attending Delta State and
after graduation.
B. Data Collection & Analysis
1. What assessment tools and/or methods
will you use to determine if user outcomes
are met? 2. Describe how the data from
these tools and/or methods will be/have
been collected.
3.Explain the procedure to analyze the
data.
C. Results of Evaluation
What were the findings of the analysis?
D. Use of Evaluation
Results
1.List any specific
recommendations.
2. Describe changes or
procedures that are proposed
or were made/ are being made
as a result of the user
outcome assessment process.
a. Compared the number
of students turned over
to collection in previous
academic years to
calculate an increase or
decrease in the number
of students turned over
to collections.
b. Number of students
purged for non-payment
decreased.
c. Analyze the Perkins
Loan Default Rates and
Perkins Loan
Cancellations.
d. Analyze the Perkins
Loan dollars cancelled
due to graduates choice
of careers.
a. SBS continues to utilize
two collections
agencies: one for firstplacement letter writing
and collections, and the
second for the
placement of accounts
3-5 years old or older.
The first placement
agency continues to
produce results of 15%
collections on past due
accounts.
b. The date for purging
student accounts for
past due balances was
pushed back. More
students were counseled
on a one-to-one basis
and extra efforts were
a. Participation in inhouse payment plans
have increased.(See
Appendix)
b. SBS will continue
to monitor collections
closely and turn over
balances to collection
in a short time-frame.
c. SBS will compare
our default rate to the
national rate. Our
goal will be to
decrease the rate to
below 18% this first
year.(See Appendix)
d. SBS will continue
to communicate to
students graduating
that some career
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2. Solve any problems
related to the Student
Business Services.
made to provide
students alternative
payment options.
c. Payment plans are
monitored closely and
advertised to students
during orientations and
in face-to-face
counseling.
d. The Perkins Loan
Default Rate
skyrocketed to 20%
from 14%.
e. SBS has counseled
graduates into
cancelling loans
according to eligibility
of their career choices.
a. Compared the Spring
The Graduation Survey for the
and Fall Graduation
Spring of 2011 reflected a
Surveys to determine if decrease in quality of service
there is an increase in
offered by Student Business
the use of our services
Services (SBS) of .1 points as
and the satisfaction with compared to the Fall 2009
those services.
rating.
choices are granted
cancellation of Perkins
Loan debts by the
Department of
Education.(See
Appendix)
SBS will strive to
improve
communication with
other departments to
exceed a 1.8 quality
rating from the
students. Plans are to
meet with Residence
Life in regard to the
change in meal plan
offerings to ensure
that students’ needs
are met in regard to
meal plan changes,
etc.
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3. Illustrate awareness of
services offered.
a. Graduation Survey
b. On-line Okra Kard
Office reports.
c. Bill+Payment Suite
reports.
SBS has three Facebook
accounts: Okra Kard, SBS, and
Workforce Investment Act
(WIA). Participation is still
low in these accounts. See
appendices for participation in
payment plans on
Bill+Payment Suite.
Transactions remain steady in
the Okra Kard 24/7 Online
Office.
SBS partners with
JSA Technologies in
the Fall of 2010 to
offer an Okra Kard
24/7 Online Office
app for the IPhone
series of cellular
phones. The app was
released before the
Fall of 2011. Plans
are to monitor the use
of the app. SBS also
is working with the
Office of Marketing
and Communications
to complete the
redesign of the SBS
website. Much of the
work was completed
in the Spring of 2011.
III. Goals
-- For the Current Year
A. Goal # 1: Continue working as the functional leader of the Division of Finance and Administration’s Internal Control
Documentation Project.
1. Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
Student Business Services Unit Plan and Report 2010-11
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2. Evaluation Procedure(s): Analyze current processes and procedures and possible avenues for cost sharing with other
universities.
3. Actual Results of Evaluation: Identified possible efficiencies and cost reductions in several internal control processes and
procedures.
4. Use of Evaluation Results: Data used for cost reductions, possible revenue streams, and future analyses for cost savings.
B. Goal # 2: Utilize the student accounts receivable module in the Banner Information Systems by implementing the following
processes which would facilitate the tasks carried out by Student Business Services.



Implement the use of the automatic calculation of the return of Title IV funds to the Department of Education.
Implement the automatic refund process in Banner.
Offer direct deposit to students’ accounts of excess Title IV funds.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): Analysis of the completed implementations.
3.
Actual Results of Evaluation: Less time will be spent on manual processes so that more time can be spent assisting students
and parents via e-mail, telephone, and/or face-to-face communications.
4. Use of Evaluation Results: The results provided information as to the obstacles and/or issues preventing the implementation
of the processes.
C.
Goal # 3: Increase student awareness of services offered by SBS by using social networks to engage students, e.g. Facebook,
Twitter, etc.
Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1. Institutional
Student Business Services Unit Plan and Report 2010-11
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2.Evaluation Procedure(s): The evaluation process will include comparing numbers of students utilizing on-line services
FY11 to the numbers participating in FY10.
3.Actual Results of Evaluation: Promoted positive relationships with students via increased awareness of services.
4.Use of Evaluation Results: Student Business Services determined the most effective means of communication to the students
regarding services offered and the benefits of utilizing these services.
D.
Goal # 4: Work with Follett to improve student, faculty/staff and alumni awareness of available products, including but not
limited to rent-a-text, e-books, etc.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include documenting the number of outreach programs utilized to
advertise to students, faculty/staff, and alumni.
3. Actual Results of Evaluation: Increased sales for rent-a-text, e-books, used textbooks, and merchandise.
4. Use of Evaluation Results: Determined the most effective means of communication to the students, faculty/staff and alumni
regarding services offered and the benefits of utilizing these services.
E.
Goal # 5: Expand the marketing program with Aramark to increase awareness of availability of meal plans, etc. thereby
increasing sales.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include analyzing the sales of meal plans to previous years.
3. Actual Results of Evaluation: Promoted positive relationships with students via increased awareness of services.
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4. Use of Evaluation Results: If students are not participating in services, we will determine the most effective means of
communication to the students regarding services offered and the benefits of utilizing these services.
F.
Goal # 6: Complete a feasibility study on a viable solution for the food services renovation and relocation, in partnership with
LPK Architects and Facilities Management.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include analyzing the sales of meal plans to previous years.
3. Actual Results of Evaluation: Promoted positive relationships with students and encourage on-campus dining for commuter
students.
4. Use of Evaluation Results: Determined the advantages and disadvantages of relocating the cafeteria to a location on campus
frequented by commuter and resident students.
-- For Coming Year(s)
A.
Goal # 1: Assist the Registrar’s Office in implementing the TouchNet module for requesting and paying for transcripts on-line.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include analyzing the numbers of requests and payments made on-line
for transcripts.
3. Anticipated Results of Evaluation: Current student and alumni will utilize the on-line requests and payment of transcripts
because of the ease and expediency of the transactions.
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4. Use of Evaluation Results: If students are not participating in services, we will determine the most effective means of ease
of delivery for transcripts and transcript payments on line.
B.
Goal #2: Begin the implementation process of TouchNet’s direct deposit of student refunds.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include a survey of on-line students to determine the utilization and
effectiveness of the direct deposit feature.
3. Anticipated Results of Evaluation: On-line students will utilize the direct deposit to receive their refunds of Title IV funds
due to efficiency and expediency of deposits.
4. Use of Evaluation Results: The results of the evaluation will aid us in determining if the direct deposit should be offered to
the traditional student population due to costs reduction in cutting checks and expediency of delivering Title IV funds to the
students.
C.
Goal #3: Go live with the 24/7 Okra Kard Online Office app for the iPhone.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include testing the functions of the iPhone app for the Okra Kard 24/7
on-line office.
3. Anticipated Results of Evaluation: The iPhone app will be tested and released successfully to the students, faculty, and
staff.
4. Use of Evaluation Results: JSA Technologies, Inc., our partners with the Okra Kard 24/7 Online Office, will update the
university as to the utilization of the iPhone app. This information will aid us in deciding to offer the Android app, which will
cost the university $500 annually.
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D.
Goal #4: Continue working as the functional leader of the Internal Control Project as required by the Mississippi Department of
Finance and Administration.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include ensuring identified internal control issues are corrected and
test. (See Appendices)
3. Anticipated Results of Evaluation: Assurance of the highest possible standards of internal controls are maintained.
4. Use of Evaluation Results: Internal control issues will be monitored and tested annually. Procedures and processes will be
revised as needed
E.
Goal #5: Evaluate current textbook offerings for students by issuing a Request for Proposal (RFP) for bookstore vendors.
Institutional Goal(s) supported by this goal – SP Goal #4: Enhance institutional effectiveness: DSU will improve and
communicate effectively its financial, physical, and resource capacities, demonstrating efficiencies in programs and services.
1.
2. Evaluation Procedure(s): The evaluation process will include comparing the responses to the RFP to determine the best
business partner for operation of the university bookstore.
3. Anticipated Results of Evaluation: The vendor chosen to operate the university bookstore will be the most beneficial to the
university and students.
4. Use of Evaluation Results: Results will be used to determine the best business partner for the university bookstore and
ensure that students are offered the lowest textbook prices available.
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IV. Data and information for department:
Brief Description and/or Narrative of programmatic scope: See mission statement.
Comparative Data (enrollment, CHP, majors, graduation rates, etc.). (identify them with SP goal numbers).
Diversity Compliance Initiatives and Progress: SBS has a diverse staff made up of all women. Two of the women are minorities.
Plans are to continue and ensure that the diversity of the staff is in line with the diversity of the student population.
Economic Development Initiatives and/or Impact: N/A
Grants, Contracts, Partnerships, Other Accomplishments: Student Business Services has increased its outreach in the community
through merchants accepting the Okra Kard as a tender for payment. The merchants now accepting the Okra Kard are Abraham’s
Men’s Shoppe, Andy’s Quick Stop, Backyard Burgers, Domino’s Pizza, Gaines On-the-Go, The Huddle House, Knight Rider,
Lenny’s, Mississippi Grounds, Pump ‘n Save, Sonic Drive-In, Vowell’s Grocery, Wendy’s, and Western Sizzling,.
Service Learning Data (list of projects, number of students involved, total service learning hours, accomplishments, etc.):
Strategic Plan Data (see Appendix C of the Guidelines)
Committees Reporting To Unit (Committee records archived in ________): N/A
V.
Personnel:
Noteworthy activities and accomplishments (administrators, faculty, staff): Teresa Houston attended the SCT Summit in New
Orleans, LA. Teresa also served on Administrative Staff Council, the University Budget Committee, the University Textbook
Committee, the Student Organizations Committee, and as the liaison for the University bookstore and food services. Marjorie
Gladden attended the Veterans Affairs Training Conference in Natchez, MS. Camesha Benson served on Administrative Staff
Council, the University Courtesy Committee, and the Student Organizations Committee. Barbara McKnight serves on the Delta
Sigma Theta fraternity. Marcia Lishman continues to serve on the Banner Power Users Group.
New position(s) requested, with justification: N/A
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Recommended change(s) of status: Camesha Benson was promoted to Perkins Loan Administrator replacing Phyllis Howell. This
leaves vacant the position of WIA Coordinator. Plans are to hire a WIA Coordinator after Fall 2011 registration.
VI. Degree Program Addition/Deletions and/or Major Curriculum Changes: N/A
Changes made in the past year:
Recommended changes for the coming year(s):
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