Internationally Recognized University Selects DataBank to Create Paperless Admissions Process and Image-Enable ImageNow

This Midwestern University recognized nationally and internationally for the quality of its educational programs at all levels and consistently ranked among the best in the US sought to be top in its field in other areas – it sought to be the most responsive to the many applicants seeking to enroll in this prestigious University.

For the 2010 enrollment season, they received well over 20,000 applications for Admissions. After an exhaustive search for the best approach to manage all of this information, they determined that DataBank was best suited to ensure timely and accurate processing of these all-important, mission-critical documents.

The Challenges Were Immense

During the peak Admissions processing period they were flooded with mail. Although the majority of applications came in electronically, the bulk of incoming information was comprised of credential paper documents.

To improve their Admissions operations and to implement Business Process Management, they selected ImageNow, as their software solutions provider.

However, they knew that software alone would not solve the issues they faced; they also needed to address the issues encountered in attempting to manage incoming paper documents.

Up to 40 temp resources were needed during peak period processing and significant management time and expense was expended screening temps, hiring, training, rehiring, and retraining.

Even with temp and full time staff, they experienced up to a two-week backlog in processing incoming documents particularly during the holiday season.

In the meantime, Admissions Counselors had to wait to receive applications for evaluation, thus impacting their productivity and speed in making Admissions decisions.

Since the volume of incoming mail varied from day to day, there were days when temp staff was underutilized. Temp staff also had an impact on filing and refilling accuracy - accuracy rates suffered, fluctuating within the mid 80% range.

Faced with these challenges, the University sought a solution not only to automate their business processes but also to overcome the issues surrounding incoming paper documents.

While touring DataBank’s Mid West Regional Production Center, the University evaluation team saw the investments DataBank made in technology and security, observed our operations and our staff’s efficiency and speed and the care taken in processing documents.

After contacting several of our current Hi Ed clients and learning that DataBank met and exceeded their expectations, the decision was clear.

With confidence, they selected DataBank as their partner to outsource their document handling processing. This allowed them time to focus on higher level tasks and on implementing ImageNow and their business process workflows.

Working with the school’s Admissions team, DataBank provided their document management expertise in defining document taxonomy to set the stage for improving Admissions counselor efficiency in retrieving and processing applications.

DataBank created a Process Control Document specifically to meet the unique needs for this University; it serves as the procedures rule book used by our production staff and defines a structured approach that delivers a more organized approach for improved processing speed and accuracy for all incoming University Admissions documents.

Benefits Realized

Accuracy has improved dramatically from the mid 80% range to 99+%. Admissions Management raves that not once have they been concerned about our throughput and processing accuracy and speed.

Turnaround has significantly improved from upwards of two weeks to 48 hour turnaround and occasionally with same day turnaround during non-peak periods.

The time saving for counselors and staff is also measurable. Since incoming credential documents are quickly imported directly into the system, the applications evaluation process is immediately and automatically kicked off

Counselors have a consistent flow of applicants and information to review since they are readily available at the start of the day. Consequently, staff stress has been markedly reduced. No more is excessive overtime during peak processing periods required, particularly during the holiday season.

From an Operations Management perspective, they no longer need to manage paper and temporary resources; they now can focus and devote their attention on higher level activities and develop new ways to improve processes in other areas.

And, costs are reduced since the expenses associated with hiring and training temporary resources are eliminated. All costs incurred in acquiring file cabinets, folders and reams of paper are also eliminated. There are no hardware and maintenance agreements to purchase and renew. Without the need for the space used for these materials and files, the overall operating environment has significantly improved and more productive.

DataBank has since been called on to process all back-files of Financial Aid documents, providing a cost-effective method for managing and storing these confidential records as well as to provide conversion services for the Registrar’s Office.

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