In early 2016, Johns Hopkins University launched the multi-year Student Services Excellence Initiative project with the goal of redesigning and replacing the current student information system, which is challenged by functional weaknesses and is rapidly becoming outdated. This effort goes beyond addressing technical concerns to prioritizing the experience of the users – students first and foremost, but also faculty and staff, whose efforts support student experience and outcomes.
The goal of the initial assessment phase of work was to get a comprehensive picture of how the current state of services at Johns Hopkins impacts student experience and outcomes. We surveyed over 3,000 students, faculty and staff across the Hopkins enterprise, as well as alumni and trustees. In addition to these survey respondents, over 200 faculty, staff, alumni, trustees, and parents participated by serving on working groups, a steering committee and an advisory committee. We also conducted in-depth interviews and multiple focus groups with students.
Based on this extensive input, we are now in the process of implementing improvements to the student experience at Hopkins, focusing on six key administrative areas: Career Services, Recruitment & Admissions, Registration, Financial Aid, Billing and Advising. Our initial phase of activity focused on Career Services as an area of high priority, as well as implementing a common platform for graduate admissions. Read more about our activity in the first phase here.
As we implement changes to systems and processes used throughout the university, here are the four main principles that guide our work:
The overarching goal of the SSEI is to foster an environment that helps students make the most of their experience at Johns Hopkins. What could this experience potentially be?
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