MATC Matters

To: District Staff

From: Jennifer Hoege, Enrollment Services Managers, Gladys McKay, Bursar, Lori Sebranek, Learner Success Project Leader

Re: System Transition Customer Service Information

Date: June 27, 2007

This is a reminder that our student administration system will be unavailable from Friday, June 29, at 4:30 p.m. through Monday, July 9, at 8 a.m. This system transition is taking place while we upgrade our Student Administration System version 8 to version 8.9.

During this time period, our production system will be unavailable to district staff. However, we will provide limited access to Enrollment Center staff to a display only “snapshot� of the database taken at the time of system shutdown. By providing limited access of the snapshot to our frontline enrollment staff, we will be able to continue some level of support for information requests regarding student records, current enrollment status and class availability at time of shut down. Enrollment Center staff will be available to address information requests by contacting 608-246-6210.

The following information is provided to assist all frontline employees during this transition period:

Customer Service

The production Student Administration System and TIER touch tone registration system are scheduled to be available on the morning of Monday, July 9, at 8 a.m. You will receive a confirmation email prior to this date and time. As you work with students during the system down time, July 2 through 6, please:

• Advise the students of the transition taking place. Suggested script:
  MATC is enhancing the student administration/computer system to serve you better in the future. During the software upgrade, limited enrollment and class information is available. Student Center services, including registration, are unavailable. The system upgrade is targeted for completion by Monday, July 9. We apologize for any inconvenience. Do you have any questions that I may assist you with at this time?
• Ask students to contact us again on July 9, or after, at their convenience.
• Use a positive approach.
• Always identify what you can do for the student and avoid using “can’tâ€?.
• Provide telephone numbers, web addresses and other instructions for students to use immediately after the upgrade transition is complete (July 9). Refer students to the Student Center and Ask MATC, noting the many resources found there including information on how to register.
• If there is a priority need, assure the student we will contact them on July 9 and log their contact information. Be sure to note what date/time we should call back.
• Imaging will be operational during the transition.

Admissions and Financial Aid

• Enrollment Center staff will be able to inquire to determine the status of an application.
• We will accept WTCS online and hardcopy applications as usual but students should be informed that they will be processed beginning July 9.
• Applicants requesting changes to their application can advise the enrollment center of those changes, and they will be processed after July 9.

Registration

• Fall Non-degree/Enrichment classes open registration begins July 17.
• Fall Degree classes open registration begins July 24.
• Enrollment Center staff will be able to answer questions regarding the availability of classes, and a student’s enrollment status, at the time of shutdown.
• The system is not available to register students during the transition. Advise students to contact us again on or after July 9.
• The system will not be available to drop students from classes during the transition. Offer to take the details of this request and perform the drop and follow-up with email confirmation, or advise students to contact us again on or after July 9.
• Enrollment Center staff will accept hardcopy transcript requests and notify students they will be processed after July 9.
• Learner Success Center and regional staff should print a copy of their Schedule of Classes report before 3 p.m. on Friday, June 29, to allow them to respond to inquiries regarding the availability of classes at time of shutdown.
• If students are seeking information regarding Fall classes, they will be able to search for classes on the MATC Website and see the availability of classes at the time of shutdown. They also have the option of reviewing our Fall offerings via the Fall Degree Catalog/Timetable link from Course Offerings on the MATC Website.

(TIER) Touch Tone Registration System

• Touch tone self-service registration system will be unavailable during the transition. Students will hear recorded messages when they access the system.
• The recorded messages will inform the students of the transition and the effective dates and times.
• Operator assisted number will not be answered during transition. A recorded message will direct students to contact our Enrollment Center staff at 608-246-6210 for general enrollment questions. There will be additional operator support the following week of July 9 only, with extended hours of service Monday – Friday.

Bursar

• Payments will not be processed during the transition.
• No financial aid disbursements will be processed during the transition week.
• If a student presents payment in full by check or cash with their invoice, you may mark the invoice paid and give them a copy. If they do not have an invoice, give them a manual receipt noting the amount received. Advise the student that the payment will be posted to their account after the transition is complete.
• Credit card payments must be referred to and will be accepted by the Bursar’s office. Do not accept credit card payments at regional locations.
• Invoices will resume running after completion of the transition. We will continue to run $0 invoices to capture all class changes, payments and add/drops to ensure current study lists are being sent to students.

Web-based/Online Services

• Student Center services, including registration and Inside MATC, will be unavailable during the transition. This includes enrollment, making payments, access to catalogs and grades, etc.

Please contact your lead or manager if you have any questions. Thank you.