Attachment 1 Scope of Services.pdf

ATTACHMENT 1: SCOPE OF SERVICES

1.1 Scope of Services

Montana State University Billings (MSUB) is seeking proposals from qualified firms to provide consulting for a comprehensive Student Services process Redesign Initiative to enhance the student experience and success.

MSU Billings is seeking a consultant to assist in improving student experience through all phases of the college journey in order to increase retention and graduation rates in alignment with the Strategic Plan 2018-2025 and Retention and Graduation Plan 2022-2027.

The comprehensive process redesign initiative will address multiple areas to improve student experience and operational efficiency. The selected partner will apply a structured, higher-education– specific methodology to evaluate current processes, identify barriers, eliminate redundancies, and recommend future-state improvements that maximize the capabilities of Ellucian Banner.

This effort should be executed in three strategic phases listed in Section 1.2 Specific Services.

Note: For Sections 1.2 through 1.3 please provide a narrative response clearly detailing how the offeror intends to accomplish each requirement. Restate the subsection number/letter and related text immediately prior to your written response for each of these requirements.

NOTE: Each item must be thoroughly addressed and examples and samples included where specified. Offerors taking exception to any requirements listed in this Section may be found non-responsive or be subject to point deductions.

1.2 Specific Services

1.2.1 Strategic Phases.

Phase A. Enrollment, Admissions and Registration, should include but are not limited to:

- Recruitment Tracking

- Data Management

- Communication Planning

- Self-Serve processing

- Application process

- Records collection and processing

- Follow-up process

Phase B. Advising and Financial Aid, should include but are not limited to:

- FA Process, Policies, & Connected Systems

- FA Evaluations

- FA Serve Processing

- Advising Planning, Policies & Process

- Orientation Process

- Transfer Process

- Various Support Services

- FA Experience Integration

- Academic Alerts Process

Phase C. Implementation & Remediation - Following the completion of the first two phases, MSUB reserves the right to engage the vendor with the 3rd phase. Which should include at minimum:

- Business Implementation services and support

- Banner optimization and configuration and support

- Policy Management

- User Training

- Communication Management and support

1.2.2 Student Services Process Redesign Initiative Approach.

The process redesign approach should begin with a shared vision of the ideal student experience, enabling stakeholders across MSUB to reimagine the student journey from initial interest through completion of educational goals in a seamless and unified manner.

Specifically, the process must:

- Identify opportunities to increase efficiency and reduce redundancy across functional offices

-Discover changes that can be made in how the institution operates

- Identify processes that should be stopped and do not contribute to the ideal student experience

- Improve service delivery timing and simplicity for the student

- Identify and document exemplary practices and explain where and how improvements in other business practices can be made to provide faster, less costly, and higher-quality services

- Improve efficiencies for administrative stakeholders, optimizing their work balance

- Drive a thoughtful approach to changing policies, procedures, and practices

- Identify opportunities where service delivery can be improved

- Identify opportunities where Banner can allow us to leverage existing resources by automating manual processes

-Conduct a Student Experience Workshop to define the desired future-state experience and create a unified student journey statement.

- Deliver Future-State Process Maps, Recommendations, and Implementation Roadmaps in editable formats.

1.3 Offeror Experience

The following include both mandatory and preferred requirements for offeror experience. Offerors will be scored pass or fail on the mandatory requirements.

1.3.1 Mandatory Requirements.

- Offeror is to clearly specify direct marketing techniques, tools, experiences, expertise, and Ellucian Banner technological tools that will be used to meet the above-stated goals

- Have demonstrated success with student services process redesign engagements at higher education institutions.

- Offeror must provide a single point of contact project leader with higher-education leadership experience (e.g., Registrar, Director of Financial Aid, or Enrollment Management leader) that will also be the liaison in any resulting contract.

- Offeror must demonstrate the ability to mobilize project resources and begin work within 30 days of contract execution. Proposals should include a proposed project schedule outlining initiation, stakeholder engagement, and anticipated completion of milestones.

- Offeror must demonstrate the ability to deliver a final institutional implementation plan, including but not limited to, an institutional plan and timeline for adoption and sustainability of the redesigned processes.

1.3.2 Preferred Requirements.

- Operate as vendor-independent consultancies focused exclusively on higher education.

- Offer implementation and change-management support as optional follow-on services

- Preference will be given to firms that include executive-level oversight and escalation protocols as part of their delivery model.