Delivering a better student experience
Cal Poly Pomona kicks off digital transformation by streamlining and unifying administrative services
Cal Poly Pomona takes pride in being a student-centered institution that is committed to delivering student success. That’s why the university launched an ambitious and comprehensive digital initiative to unify and streamline administrative services for students.
By giving students one place to go for support services ranging from registration to financial aid and housing, Cal Poly Pomona is focused on enhancing the student experience and freeing students to focus on learning.
An automated, single access point for all services will give students the answers they need quickly, allowing administrators to focus on complex issues
Cal Poly Pomona CIO John McGuthry explains why it is important to improve its administrative processes. “In a traditional university administration environment, there’s no knowledge sharing between offices, so students have to repeat the same information again and again. That creates a miserable student experience. Students dream of coming to university to learn, not to spend time navigating administration.”
The old model also strains university resources. Administrative staff spend most of their time answering simple questions and duplicating tasks across redundant systems, rather than devoting attention to students with more complex issues.
According to John, “Our goal is to create a flow-through administrative support model where each student gets the level of support they need. The starting point is a single portal for all administrative services, where students can find answers to simple questions from an online knowledge base, submit a question, or chat online with a university representative. For more complex issues, they can book an in-person appointment online. We want to keep that personal contact so that administrative staff continue to build relationships with students.”