Ivy Tech Community College experiences increased student satisfaction, improved customer service with launch of Express Enrollment Centers

INDIANAPOLIS – Two years ago, Ivy Tech Community College launched an innovative way to deliver and streamline student services that created a one-stop shop for the college’s most-used student services.  Now the initiative is delivering an improved customer service experience for the state’s largest student body.

The launch of the college’s one-stop initiative, dubbed the Express Enrollment Center, began in Fall 2013 with the opening of the initial center at its South Bend campus.  With Express Enrollment Centers now located at 16 Ivy Tech campuses, the centers are satisfying student needs quickly and efficiently.

With the launch of the Express Enrollment Centers, Ivy Tech was able to streamline and standardize processes in Admissions, Financial Aid, Student Records and Business Office (Bursar) allowing students to visit any Express Enrollment Center to experience the same customer service and consistent procedures.  It also eliminated the student from having to visit multiple offices if they had several questions.  Instead, they visit one central location to answer nearly all questions.

Anne Penny Valentine, the college’s Vice President for Customer Service and Student Experience, said extensive cross training and customer service training was provided to existing staff in order to prepare for their roles in the Express Enrollment Center.

“We implemented a very detailed training plan to ensure our Student Service Professionals who would work in the Express Enrollment Center were equipped with the right information to be able to answer any student concern, and our efforts have truly paid off,” she said.

Students are in agreement.  According to a statewide survey of students, 95 percent indicated they would recommend the Express Enrollment Center to a friend, while 93 percent indicated they agreed or strongly agreed that they were satisfied with their overall experience in the Express Enrollment Center.

“We really put a focus on delivering top-notch customer service through one location so students wouldn’t have to be bounced around from office to office, which is a new concept for colleges, and is an especially challenging project given the size of Ivy Tech,” said Valentine.

At the Express Enrollment Center, a student can apply for admission, create student accounts, complete the FAFSA, get financial aid information, complete new student orientation, pay tuition, schedule appointments for assessment and advising, and much more.

For more information on the Express Enrollment Center, visit https://ivytech.edu/enrollmentcenter/index.html.

Ivy Tech Community College is the state’s largest public postsecondary institution and the nation’s largest singly accredited statewide community college system.  Ivy Tech has campuses throughout Indiana. It serves as the state’s engine of workforce development, offering affordable degree programs and training that are aligned with the needs of its community along with courses and programs that transfer to other colleges and universities in Indiana. It is accredited by the Higher Learning Commission and a member of the North Central Association.

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