<= /table>

=C2=A0

Annual Report 2005 - = 2006

=C2=A0

Part = 1

Section = A

Unit Information

=C2=A0

Unit:Office of the Registrar

Mission Statement:

As a = unit within the division of Enrollment Services, the Office of the = Registrar=E2=80=99s (OR) mission is to provide a service-oriented = environment to the campus and community. The primary purpose of the = office is to establish and maintain student academic records for the = University. In this role, the office is committed to providing efficient = and quality support services to all students, alumni, faculty, staff and = other members of the campus and community while preserving the privacy = and security of the = records.

=C2=A0

Section B

Unit Goals=C2=A0set within last = year's=C2=A0(2004-2005) Annual Report

Strategic Plan = Goal=C2=A0

With which 1 or 2 goals from the 8 current = strategic plan goals does your 2005-2006 goal best = align?

Unit Goal

=C2=A0

Goal for 2005-2006

=C2=A0

Strategic Plan Goal=C2=A02 - The = Student Community

Customer Service = Assessment

=C2=A0

What=C2=A0actions have been taken to attain this = goal?

Campus Surveys: Assessments were performed at a = slower rate

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= than originally planned. due to the impact of Hurricane = Wilma

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= and three office vacancies. Of the surveys planned, the office =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= was able to complete a few faculty focus group meetings, a

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= paper=C2=A0survey and=C2=A0an = email survey. The paper=C2=A0survey was

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= once=C2=A0again used to measure = the level of satisfaction for the

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= front counter.=C2=A0 Response rates showed a satisfactory rate of =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= 82% for the period of August 2005 =E2=80=93 January 2006. = Comments

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = =C2=A0by students suggested the following service improvements: =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= a) Make web forms on the OR web site web-enabled so that

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 students don=E2=80=99t have to print, mail or = fax to the office for

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 processing.

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0b) Display the student=E2=80=99s name on the printed version of = the

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 Gulfline transcript

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= c) Offer transcript request service through Gulfline.=C2=A0

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 Of = the=C2=A0three suggested improvements, the office was able = to

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 =C2=A0take = immediate action on the request to bring up the Gulfline

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = transcript web request. While in beta testing, an email survey =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 was = developed with PIP that surveyed those students who used

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 the = web service from January =E2=80=93 February 2006. Although the =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= overall satisfaction rate was not where we had hoped, the initial =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = survey results did show a satisfaction rate of 68%. customer =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = comments for improvement were noted with many implemented

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= immediately.=C2=A0 A second survey was recently released to track =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 the = service level after the improvements. This survey will expire =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 the = end of April and is expected to show a marked improvement

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = rate.

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = Interesting enough, the high level of customer satisfaction was a =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = total surprise and not at all expected considering the impact of =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = Hurricane Wilma, a 15% increase in = the student population, a

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = reduction of staff, and a service level increase of 27% from =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= March 2005 =E2=80=93 March 200. Clearly the staff=E2=80=99s performance = and

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = dedication to our customers must be commended.

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = During the fall term, OR had began = to work with Faculty Senate

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 to = develop focus groups. However, with the impact of Wilma,

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = faculty asked the focus groups meetings be delayed until spring. =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 As = of March 2006, the office was able to work with faculty on

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= policy clarifications as they related to Gulfline and Banner. = Their=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = requests will be investigated and presented to Student Data =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = Group and Banner Coordinating Committee for permission to

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = implement during the 2006-07.=C2=A0

=C2=A0

=C2=A0=C2=A0 2.=C2=A0=C2=A0Web Page = Revisions:=C2=A0OR=E2=80=99s goal for 2005-06 was to identify and =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = successfully update pages affected by federal and state

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = legislations with an effective date of July 1, 2005. Additional =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = pages would also be expected considering the environment in =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = which federal and state policies are created. Along with = the

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = planned web page updates, the office also created new=C2=A0pages:

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = =C2=A0a.)=C2=A0Eagle Registration -=C2=A0a new service allowing students closer to =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 degree completion the ability to enroll in = courses prior to

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 those farther in meeting degree and graduation = requirement,

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 b.) = Reinstatement Process - instructions reminding student=C2=A0 =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 of=C2=A0the cancellation for non-payment policy = and the steps

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 required=C2=A0when seeking=C2=A0reinstatement = after cancellation.

=C2=A0

What measures have you taken towards assessment of this = goal?

Campus Surveys are = assessed by the following:

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= a) Number of responses compared to total survey population

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0b) The level of satisfaction noted in the response

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= c) The clarity of the questions (i.e., did=C2=A0the=C2=A0reader able to =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0 understand and respond appropriately.) =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= Faculty forums are measured by the number of sessions and

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = =C2=A0participants, as well as faculty satisfaction with the = forum

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = =C2=A0format.

=C2=A0

=C2=A0=C2=A0=C2=A0 = 2.=C2=A0 Web page revisions were = tracked by receipt of federal and state

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= regulation effective dates compared to the date of completion. =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= New pages were created to support new = services.

=C2=A0

Describe the progress you have made toward attaining this = goal including the anticipated completion date.

Student and faculty = surveys were completed as planned =E2=80=93 although not to the depth as = hoped.
All web page = revisions were completed as = planned.

=C2=A0

Describe how the results of assessments have been used to = improve student learning or your department's services.

Student survey = responses were used to measure the level of service satisfaction for the = office and address areas of needed improvement as well as planned = projects for the next AY.
Web pages were = monitored against related policies or events to determine success. For = instance, during fall 2004 the office implemented Eagle Registration, = which was the Student Banner priority registration process. As part of = the deployment, a web page was developed with detailed information and = instructions. As Eagle Registration opened in October 2005, the number = of student calls, emails, and contacts to academic advisors were = monitored by the Coordinator for Technical Support in order to determine = if the information in Banner and on the web page was accurate and what = corrections needed to be made. Clarifications on the web pages and = adjustments within Banner were made afterward.

=C2=A0

Strategic Plan = Goal=C2=A0

With which 1 or 2 goals from the 8 current = strategic plan goals does your 2005-2006 goal best = align?

Unit Goal

=C2=A0

Goal for 2005-2006

=C2=A0

Strategic Plan Goal=C2=A08 - Ongoing = Quality Improvement

Service Enhancement = Projects

=C2=A0

What=C2=A0actions have been taken to attain this = goal?

OR manages student = support system projects each year to help manage technical needs of the = campus. For the 2005-06 AY, the office worked with Information Systems = on the FOREST Project. Under the FOREST Project and other identified = needs, the following projects were planned, developed and implemented. =

Outbound EDI = (Electronic Data Interchange), a long established method for = transferring student data in a secure environment. The outbound process = will allow student transcripts to be transmitted from FGCU and received = by other participating higher education institutes throughout the U.S. = The inbound process will be phase two managed by Admissions and is tied = to the course articulation and CAPP project.
Web Transcript = Request through Gulfline with iPayment was identified as one of the = highest request from student comments.
Automation of = Cancellation of Enrollment for Non-Payment was selected by the = Cancellation Task Force as the fifth phase in revising the business = processes. The automated service will replace the resource-draining = manual process within the Cashiers Office, Financial Aid, and OR. With = the expected growth in student enrollment, both offices will not be able = to manage the manual process in a timely manner, as mandated by state = regulations.
National Student = Clearinghouse was selected to replace the NSDAS enrollment verification = system. The conversion will allow the University to better control the = submission of electronic enrollment data to the U.S. Department of = Education, as required by federal law.
Priority Registration = was identified as the number one priority for the 2005-06 AY by the = Academic Advising Council. With the implementation of a time-ticket = registration event, the colleges can better manage course = demand.
Improved Academic = Transcript Format is a project to bring the FGCU official transcript in = line with state requirements. As used by FGCU, Banner-vanilla is unable = to support unique transcript designs. However, with the use of Form = Fusion, the transcript print format can be modified to support the state = data element requirements.

=C2=A0

What measures have you taken towards assessment of this = goal?

By following the = established timeline and project development checklist, OR should be = able to assess progress and make adjustments = accordingly.

=C2=A0

Describe the progress you have made toward attaining this = goal including the anticipated completion date.

Outbound EDI had to = be delayed for the 05-06 AY due to the ID Conversion project receiving a = higher priority designation from Executive Administration. EDI has moved = to the 2006-07 AY project list.
Web Transcript = Request project was completed with alpha testing occurring in November = and beta testing completed by December with release to the campus by the = close of the fall term.
Automation of = Cancellation project was placed on hold once the Finance and Accounting = department determining a new cashiering system would be required to = implement the process, as planned. The project is expected to be funded = in the 2006-07 FY, thus allowing the automation to move forward during = the 2006-07 project year.
National Student = Clearinghouse tables were loaded in Banner during the summer and fall = 2005 by OR Staff. However, the required paperwork was delayed within = another office, which affected the final testing from July 2005 though = January 2006. At this time, the paperwork was completed and forwarded to = the NSC. Beta testing between FGCU and NSC should occur this summer with = the project completed by fall 2006.
Priority Registration = =E2=80=93 named Eagle Registration by Faculty Senate =E2=80=93 was = completed October 2005 with the opening of the Spring 2006 registration = period. Minor system adjustments were required in October/November, but = overall the project has been very successful. The process also proved = successful this past March 27, when the Summer and Fall 2006 terms were = opened for registration.
Improved Academic = Transcript Format has been delayed due to staffing issues within = Information Systems. However, as of this month, IS staff will begin = working with OR records staff to develop the transcript through Forms = Fusion. It is planned for the new transcript to be released July = 2006.

=C2=A0

Describe how the results of assessments have been used to = improve student learning or your department's services.

Of the projects that were completed, Web Transcript Request = and Priority Registration, both have shown positive responses from the = student and alumni populations. Each project was tied to the survey = process, thus allowing for service level tracking as the new services = were implemented. Naturally, with any new service, business processes = will be monitored and updated as needed.

=C2=A0

The remaining four = projects will be rescheduled for the 2006-07 AY in hopes of total = implementation and success.

=C2=A0

Section C

Program or Service=C2=A0Specific = Assessments

=C2=A0

What program or service specific assessment occurred in the = current academic year?

As the = mid-year point of 2005-06, OR has implemented the paper survey (August = 2005). However, the web survey sent out to targeted students via email = is still in the development stage due to interruption of the term and = the reduction in OR staff. Vacant positions are expected to be filled by = mid-spring term allowing the office to resume development of the web = survey.

=C2=A0

Faculty = focus groups have been delayed due to Hurricane Wilma and the ID = Conversion project. In conjunction with Faculty Senate, a few focus = groups have been managed as of early spring 2006. Faculty Senate and = this office decided the remaining focus groups will be moved to fall = 2006 to allow for appropriate participation and discussions. Of the = focus groups completed, faculty senate members and this office were able = to revise the following non-student-friendly policies: 1) Grade Appeal, = 2) Grade Forgiveness, and=C2=A03) Indefinite Suspension within the = Academic Standing policy.=C2=A0 The approved revisions are to be = effective with the 2006-07 catalog.=C2=A0=C2=A0

=C2=A0

Just like = other planned projects, the fall 2005 retreat also met with cancellation = due to Hurricane Wilma. However, the staff=C2=A0was able to manage the = review process pertaining to federal, state, and University policy and = the catalog, as well as office procedures. =

=C2=A0

How were the results of the assessment used to improve = programs or services?

Surveys are used to monitor how = well OR serviced the campus and community as well as plan future = projects needed to better support student services. The faculty focus = groups were used to target policies in need of clarification and allow = the office to determine future faculty support projects within = Banner/Gulfline and other student support = systems.

Section D

Unit Contribution to President's Performance = Measures

=C2=A0

Please review the President's Performance Measures for = 2005-2006. Did your unit contribute to any specific performance goals = for the President? (If so, please indicate whether the measure = set was attained and to what degree.)

=C2=A0

Part 2

Section A

Unit Goals=C2=A0for Coming Year = (2006-2007)

=C2=A0

Str= ategic Plan Goal=C2=A0 With which 1 or 2 goals from the 8 current = strategic plan goals does your 2006-2007 = goal best align?	Unit Goal =C2=A0 Goal for 2006-2007
1.=C2=A0 Strategic Plan Goal=C2=A02 = - =C2=A0=C2=A0=C2=A0=C2=A0 The = Student=C2=A0Community 2.=C2=A0 Strategic Plan Goal=C2=A08 = -=C2=A0=C2=A0 =C2=A0=C2=A0=C2=A0=C2=A0 Ongoing = Quality Improvement	1.=C2=A0 Customer = Service 2.=C2=A0 Service = Enhancements

=C2=A0

What action(s) will you undertake to achieve the = goal?

=C2=A0=C2=A0=C2=A0=C2=A0 = 1.=C2=A0=C2=A0=C2=A0 The office will continue student and faculty = surveys as well as address service=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= level=C2=A0issues affected by=C2=A0the = continued campus growth.=C2=A0Service levels must

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= be=C2=A0maintained at a consistent and quality level, with a = satisfaction response rate

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= of at least 75%.

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0 = 2.=C2=A0=C2=A0=C2=A0 OR staff will log monthly service statistics for = the supervisors to use in monitoring

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = =C2=A0service levels and possible workload shifts.

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= Banner/Service Enhancement projects will be managed according to the = priority

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= assignment received from Student Data Group and Banner Coordinating =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= Committee. The following projects will be implemented, unless priority = levels are

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= shifted by administration.

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= a. EDI =E2=80=93 delayed during 2005-06=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0b. Automation of Cancellation Process=C2=A0 = =E2=80=93 delayed during 2005-06

=C2=A0=C2=A0 = =C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 c. National Student = Clearinghouse =E2=80=93 delayed during 2005-06=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= d. Academic Standing Policy Revision and Banner Testing

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= =C2=A0e. SCT Faculty=C2=A0Gradebook

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0= f. ID Conversion =E2=80=93 Policy for Use of UIN and Security of SSN =

=C2=A0

By what means will you assess goal = achievement?

=C2=A0 As in the past, the Office = of Planning and Institutional Planning (PIP) will assist = the

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 staff in = developing web surveys. Providing paper surveys at the front = registration

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 counter = and offering faculty focus groups will continue.=C2=A0

=C2=A0

=C2=A0=C2=A0 2.=C2=A0=C2=A0 The = monthly service log will allow appropriate=C2=A0analysis and adjustments = within

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 staffing and = services areas, as needed.=C2=A0

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 By following the = Banner/Service project timeline and project = checklists,=C2=A0staff=C2=A0=C2=A0=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = should=C2=A0be able to complete the=C2=A0assigned = projects.=C2=A0

=C2=A0

How will you know if you have successfully attained each = goal?

=C2=A0 With each survey, areas of = improvement may be identified for assessment and

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = possible resolution.=C2=A0 When cited areas are=C2=A0resolved, the = service issue is submitted

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 back = into the survey cycle.=C2=A0 Once each problem area receives at least a = 75%

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = satisfaction rate the=C2=A0identified area is removed from the survey = cycle.=C2=A0=C2=A0

=C2=A0

=C2=A0=C2=A0=C2=A02.=C2=A0=C2=A0=C2=A0 The purpose of the monthly = service log is to track the service rate increase. When

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 the = service rate is used to leverage workflow processes and/or shift staff = to assist

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 with a = specific work load or service increase, the goal will be attained. =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 As = Banner/Service projects are developed and tested, training and survey = plans

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 will be = developed. Upon implementation, staff will be evaluated and the new =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 service = will be placed into the service survey queue. When the service's survey =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = response=C2=A0reflects a minimum=C2=A075% satisfactory rate,=C2=A0the = service is removed from=C2=A0=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 the survey = and the goal will be attained.

=C2=A0

How will the results of the above assessments be used to = improve student learning or services?

=C2=A0 Surveys will allow the = office to track how successful or appropriate the service =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 levels = are. An example of the survey cycle as used to improve services can be =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 derived = from the following. In fall 2005, the office implemented a web = transcript

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 request = service through Gulfline. As students submitted web requests, an email =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 survey was = emailed for the purpose of service=C2=A0feedback. The initial survey, =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 conducted = December 2005 - February 2006, received a 68% satisfaction rate with =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 comments = identifying areas in need of improvement.=C2=A0Adjustments were made and =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 the = service was once again surveyed. Although the = current=C2=A0survey=C2=A0is to run

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0from=C2= =A0March=C2=A0through May 2006,=C2=A0 the initial satisfaction rate is = approximately 76%.

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 If the = current rate of satisfaction continues and all comments reflect = positively,

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 with no = issues to be=C2=A0resolved, the office will have the option to remove = the service

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 from the = survey cycle.

=C2=A0

=C2=A0=C2=A0=C2=A0 2.=C2=A0=C2=A0 = The log information will be used each year to document the office's = service level

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 increase = rates. Each area of service within the office will be tracked separately = and

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 allow for = in-depth analysis concerning the operating budget as well as service = rate

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 increases. = This information is used to support requests for new and/or increases in =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 recurring = resources, identify shifts in service types and levels that may require = an

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 adjustment = in business processes, or offer information that suggests

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0 = reorganization of office structure.

=C2=A0

As Banner/Service projects are = rolled out for implementation and then surveyed, the results of the = implementation process and survey results will clearly provide = information reflecting success or = modification.

=C2=A0

Section B

Resources

=C2=A0

What additional resources have you requested and received a = commitment for during 2006-2007 from your area VP or the President that = is based on your analysis of assessment data for = 2005-2006?

None.

=C2=A0

What additional resource needs do you have for fulfillment = of your goals that you wish for consideration from your area VP or the = President that is based on your analysis of assessment data for = 2005-2006?

Position Requests - =

As noted = in the 2005-06 assessment report above, the Office of the Registrar = managed to maintain expected service levels and obtain a customer = service rating higher than the required 75% response base. Having = realized a 82% service satisfaction rate and a 68% web transcript = request satisfaction rate (see Section B, 1. Campus Survey for more = information), as well as a 15% student population increase, a 27% = increase in all campus service levels, a reduction in staffing, and a = hurricane, the office staff performed overwhelmingly well considering = such working conditions. However, any experienced manager will quickly = agree that staff cannot be expected to continue at such a pace. If the = 2006-07 expected enrollment levels are to increase by 18%, which does = not address the faculty and staff population increase which will = drastically affect the campus service levels, the office must receive = additional support positions.

=C2=A0

Currently = the SUS registrar office student to staff ratio is approximately 800:1 = (fall 2005 survey). However, FGCU=E2=80=99s fall 2005 student/staff = ratio was an overwhelming 1200:1. With the projected 06-07 student = population increase noted above, the student/staff ratio could grow to = 1366:1. Again, this ratio does not account for the faculty and staff = service requests, which when compared to 2004-05 rates showed a 27% = service increase during the 2005-06 AY. Using the same percentage = increase for the 06-07 AY, it becomes clear new positions must be a = priority for the office to maintain the expected quality of service and = still manage the increase in campus levels.

=C2=A0

To offset = the expected service increases for 2006-07, the Office of the Registrar = has submitted the following position requests in order to: 1) reduce the = student/staff ratio, 2) reduce a stressful working environment, and 3) = protect against staff burnout by reducing workloads. The full budget = report can be viewed in its entirety by requesting a copy of the report = from the registrar.

USPS = Budget/Office Manager =E2=80=93 $30,000 (or as determined appropriate by HR) = - July 1, = 2006

=C2=A0=C2=A0=C2=A0=C2=A0 Currently the office = does not have a permanent line to support this critical position. = The

=C2=A0=C2=A0=C2=A0=C2=A0 office has hired a = qualified individual with appropriate budget and office management =

=C2=A0=C2=A0=C2=A0=C2=A0 experience as a PT OPS = worker. However, since the position is PT, the position only =

=C2=A0=C2=A0=C2=A0=C2=A0 manages the budget. = Currently, supervisors act as office managers. However, as

=C2=A0=C2=A0=C2=A0 = =C2=A0workloads=C2=A0increase = these supervisors will need to relinquish the office management =

=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0responsibilities.=C2= =A0Additionally, to ensure the = hired OPS staff member is retained, the

=C2=A0=C2=A0=C2=A0=C2=A0 position must move = into=C2=A0a USPS position = effective July 2006.

USPS = Office Assistant for Records - $25,000 =E2=80=93 July = 2006

Currently hired as a FT OPS position. The = position needs to assume grade management, degree application data = entry, degree posting, transcript management, and other secured = functions currently managed by the Program Assistant. The PA will assume = the new duties required to implement SCT Banner Workflow =E2=80=93 an = automated business process system that will increase office efficiency = in almost all OR service functions.

USPS = Senior Clerk for Registration - $23,000 =E2=80=93 July, = 2006

Currently hired as a PT OPS position. Due to = expected student population increase, this critical frontline position = must be converted to a permanent line.

=C2=A0

The = following positions are requested for the second half of the 2006-07 = FY.

A&P Certification Coordinator - $35,000 = =E2=80=93 January, 2007

As the = University moves to NCAA D-I status with an expected Student-Athlete = base of 350-400, the registrar=E2=80=99s position will need to = relinquish much of the daily certification processes involving data = collection, management, and entry process to this new position. The = position will also assume from the registrar the management of all the = club sports, honorary societies, as well as organization & Greek = membership certifications. The registrar will retain oversight of = conference and NCAA compliance issues concerning transfer and continued = eligibility requirements, serve as liaison to Athletics, train academic = advisors on conference and NCAA regulations for Progress Toward Degree = (PTD), and serve on the Athletic Advisory Council. Both the registrar = and the Coordinator will attend all conference and NCAA compliance = conferences, as required.

USPS = Office Assistant for Evening - $25,000 =E2=80=93 January = 2007

As the = campus population grows, the OR staff will need to increase to maintain = a reasonable student/staff ratio. Yet, the office space within OR will = be at maximum limits by January 2007. To resolve the space limitations = and to assist the office=E2=80=99s desire to provide quality services in = a timely and effective manner, OR will begin to hire OPS/Graduate = Assistants to work during evening hours as data processors. This = position will manage the OPS/Graduate Assistants.=C2=A0

=C2=A0

General = Operating Request =E2=80=93

The following budget = information is submitted to support the:

2006-07 expected student population growth of = at least 18%,
2006-07 campus service increase of at least = 27%, and
Daily operating expenses such as postage, paper = & forms, equipment maintenance, office supplies, printing costs, PC = hardware & software purchases, etc.

=C2=A0

=C2=A0=C2=A0=C2=A0=C2=A0 OPS =E2=80=93 = $46,500

=C2=A0=C2=A0=C2=A0=C2=A0 E&G =E2=80=93 = $62,600 (includes operating, charge-backs and travel)

=C2=A0=C2=A0=C2=A0=C2=A0 Transcript Fees = (auxiliary) - $26,000

=C2=A0=C2=A0=C2=A0=C2=A0 Diploma Replacement = (auxiliary) - $300

=C2=A0=C2=A0=C2=A0=C2=A0 Late Fees (auxiliary) = - $35,000

=C2=A0=C2=A0=C2=A0=C2=A0 Commencement = (auxiliary) - $40,000 (additional funds of $30,000+ is provided = from

=C2=A0=C2=A0=C2=A0 = =C2=A0the=C2=A0Concession Fees = account controlled by Administrative Services.

=C2=A0

Section C

Assessment = Plans

=C2=A0

What assessments are you planning to conduct during = 2006-2007?

The = Office of the Registrar will continue to assess=C2=A0campus = services=C2=A0to=C2=A0determine=C2=A0 effectiveness. Campus surveys and = focus groups will continue throughout AY 2006-07. = These=C2=A0assessments=C2=A0will=C2=A0identify potential areas in need = of enhancement=C2=A0or revision=C2=A0in relation to a=C2=A0service = product, office procedure,=C2=A0or direct a recommendation to the many = campus oversight groups such as to Academic Advising Council, Faculty = Senate, Banner Coordinating Committee, and other administrative offices. = The practice of logging monthly service levels will allow the office to = demonstrate resource needs and request adjustments, as needed. = Additionally, OR staff will participate in conferences and=C2=A0office = retreats=C2=A0that allow for self-assessment both personally and = professionally.=C2=A0

=C2=A0

Section D

Coming Year - Strategic Plan = Contributions

=C2=A0