About – Student Experience Improvement Initiative

The Student Experience Improvement Initiative (SEII) is central to realizing the goals established in the Rutgers University Strategic Plan, which are aligned with being a world class institution. SEII advances the University’s dedication to providing seamless, integrated, consistent, effective and responsive services that meet Rutgers students’ needs.

The project focuses on understanding and improving student service levels, business processes, compliance risks, technology, and supporting organizational structures. The SEII initiative includes all units dedicated to enrollment management and student accounts within central administration and across Rutgers-Camden, Rutgers-New Brunswick, Rutgers-Newark, and Rutgers Biomedical and Health Sciences.

SEII components include:

: The largest project within the Student Experience Improvement Initiative is the selection and implementation of an integrated, universitywide student information system (SIS). We began by gathering and validating system requirements and unique use cases for the functional areas that are in scope: Financial Aid, Admissions, Registrar, and Student Accounts. We then solicited proposals from qualified software vendors, and selected Oracle Student Cloud as our future SIS.

A new, integrated SIS will bring about significant benefits, staff will have a more complete view of students’ data, and manual processes will be reduced to a minimum. This will go a long way to improve the quality of interactions with students, have fewer handoffs between departments, and shorten turnaround times to resolve inquiries.

The SIS will also work in tandem with Scarlet Journey, Rutgers new universitywide Constituent Relationship Management (CRM) system, to drive engagement and manage relationships across the entire constituent lifecycle from prospective students to alumna/e, donors, and athletics supporters.
: The One Stop Student Services Center (One Stop) is an integrated and coordinated cross-functional service in the areas of financial aid, student accounts, and registration. Through strong customer service and effective use of technology, the centers serve as a “single point of service” across these areas to promote a progressive, simplified, and consistent student experience, and a culture that supports student satisfaction and success.

We are continuously working to improve student services across Chancellor units by enhancing virtual services, information, and self-service options – complemented by a single point of contact for in-person interactions. The One Stop model will provide access to common services across a variety of channels, creating flexibility and driving a student-first philosophy.

Currently, there are One Stop Student Services Centers located in Rutgers-Camden, Rutgers-New Brunswick, and Rutgers-Newark.
: Students and administrators have provided input into the development and launch of an enhanced myRutgers portal, where students can access key services and information through a single site. It provides integrated and personalized university information, grouped into intuitively named channels. My Dashboard includes direct links to applications, forms, and websites to assist students with getting information and performing self-service options. The design is easy to view and navigate on mobile devices and computers. As a future enhancement to myRutgers, students will be able to submit a variety of forms digitally.