Case Study: Higher Education Consulting Services

September 6, 2017

A prominent U.S. higher education organization engaged us to consult and define a more effective service delivery model for their administrative support functions that would reduce costs, lower compliance risk and improve customer experience.


The solution:

  • Consulted with internal customers regarding their expectations, needs, and frustrations through an online survey and focus groups
  • Developed 25 specific recommendations in terms of structure, process, people, culture, and technology, including several future service delivery model options
  • Phased initiatives across two years based on priority and interdependencies
  • Analyzed work being performed by all in-scope roles and functions to determine volume and skillsets of resources required, as well as impacts of shifting to a shared services model
  • Built a financial business case to centralize certain activities into a new shared services team, considering both quantitative and qualitative components, including staff (compensation, onboarding, training), software, technology, and facilities

The result:

  • $4.4M annual cost savings identified
  • Deans aligned on highest priority areas to improve operational leaders focus limited resources
  • Improved quality and constancy of services delivered to internal customers, keeping them focused on what matters most: the campus environment and student experience
  • Groundwork laid for additional shared services functions to be added, creating even greater potential for operational improvements
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