PHCC PHACT Service Review System

Service Review for Business Office

Service Review Framework & Criteria

I. Information:

1) Please provide a description of any changes to the services under review since the last cycle and the appropriate updates to the catalog. In addition, include any location, personnel, and personnel role changes, as well as additions, losses, or modifications to the types of services offered.

Since 2014, there have been several personnel and personnel role changes in the Business Office. The wage position, which included part-time cashier duties and processing travel expense reimbursements, was filled and vacated several times. A Shared Services Center (SSC) was established and began processing travel reimbursements for Patrick Henry CC in April 2017. Beginning in April 2018, the duties for the procurement of goods & services and also accounts payable were transitioned to the SSC. As a result of the SSC, Business Office duties were realigned and the part-time cashier position was ultimately eliminated.

Updates to the catalog:

Tuition and fees rates increased for the Fall 2018, Spring 2019, and Summer2019 terms. These increases were not reflected in the catalog due to the timing of the approval for the new rates. The tuition rates are always a year behind in the catalog when new rates are approved. The new catalog system will eliminate this issue. The new system will allow for real-time updates and revisions. The catalog also include updates to the Policy on Refunds, Credits, and Reinstatement as a Result of Military Service.

2) How do students or employees engage the service(s)? Please provide examples of activities, marketing materials, or other outreach and engagement examples designed to inform students or employees of the service.

The Patrick Henry CC Business Office is located on the campus in West Hall 155. The business office is open Monday - Friday 8:00 - 5:00. Phone numbers for all Business Office employees are posted on the college website.

Tuition Management Systems (TMS) manages our tuition payment plan and the disbursement of refunds.

Payment Plan:

Students can access the link to enroll in the payment plan through their Student Center in SIS. Brochures are available at the Business Office and in Student Services. The brochures offers payment plan information such as, enrollment dates, payment terms, how to enroll in the plan, and a toll free number to TMS if students still have questions. Information is also available on the college website: http://www.patrickhenry.edu/future/futurefinances/tuition-payment-plan

Refunds:

When a student is enrolled in classes, the student receives an email from TMS notifying them of refund options. The student chooses from two options: direct deposit or a refund card. If no action is taken by the student, a check will be issued. Students are encouraged to choose one of the two options; refunds are received faster.

Online Payment Option:

Nelnet QuikPay is the online payment service provider. Students may pay online through the Student Center in SIS. Printed "How To" material is available in the Business Office. QuikPay information and instructions to pay tuition online are also available on the college website:

http://www.patrickhenry.edu/financesbtn/how-to-use-quikpay

Business Office functions are not limited to student tuition payments. Other services include, but are not limited to:

The Business Office gathers financial data and documents for grant financial reporting. The grant accountant assists the grant administrators with monitoring expenditures and revenues and making the necessary adjustments. The grant accountant receives awards letters and requests or ensures there is a department number to identify each grant, to properly record revenues and expenditures.
The college partners with many businesses, local, state, and federal agencies, and other third parties, that offer tuition assistance to students. The accounts receivable and student financial accountants works with those agencies to ensure correct billing and payments are properly applied to the student or business accounts.
The Business Office maintains the local funds accounts. These accounts includes funds for athletics, nursing clubs, and most student activities. The local funds accountant processes payments and assists with budget monitoring. Local funds financial reports are submitted to the VP of Finance to report to the local college board at the bi-monthly meeting.
The college acquires a great amount of equipment or inventory each year. Equipment is purchased primarily through grant funding and the Equipment Trust Fund (ETF) program. The inventory accountant works with vendors to procure the equipment. Once the items are received, the inventory accountant works with the appropriate staff to properly tag the equipment and then enters the asset information into the asset management system.
Budget assistance is provided to budget owners by the Business Manager with reports, answering questions, and making expenditure adjustments or corrections.
The Business Office provides assistance for grants reviews and state or internal audits. The business office provides requested documents and participates in the interviews.

II. Data:

1) Goals template data, aggregated by strategic plan reporting area (see attached template).

Business Office Goals

2) Based on the goals data, please provide examples and a description of how the services under review promote efficiency for the institution (to include academic programs, if applicable).

Having a payment plan option available allowed for flexibility in paying tuition. Paying the cost of enrollment in 3 - 4 monthly installments made the cost of tuition more affordable and easier to manage. In some cases it meant the difference in attending classes immediately or having to wait until they could come up with the full amount of tuition. Efforts were made by advisors, student services staff, and business office staff to ensure students with out of pocket tuition costs were aware of the payment option.

Due to budget cuts, the college was not able to meet the goal to carryforward funds for future projects.

The student activities fee was increased $0.50 per credit hour. These additional funds provided for increased budgets to existing clubs and student activities events.

The diligence of the financial aid staff, advisors, and faculty led to a decrease in return to Title IV funds. Students were more aware of the potential financial consequences of withdrawing from courses and how it might be beneficial to remain in the courses.

III. Reflection:

1) Based on the aggregated data, please provide the areas of the strategic plan (specific to the service) that were the strongest and weakest. Provide an explanation for the reasoning.

The strongest area was the entry for students with the aid of the payment plan. More students found that option very beneficial to maintain their enrollment and not be dropped from classes due to lack of payment. The payment plan is still an option. The college is seeing a decrease in enrollment in the plan due to more grants for tuition and scholarships, more specifically the Harvest Foundation SEED program and TICRC.

The weakest area was the inability to develop the special projects fund. We anticipate improvement in that area with the increase in enrollment.

2) Based on the student satisfaction and/or employee satisfaction survey results, please provide the strongest and weakest areas. Provide an explanation for these results.

Student Survey Results

IV. Forecast:

1) How do personnel in this service area plan to address weaker areas throughout the next review cycle for both, the strategic plan and student/employee satisfaction?

With the anticipated increase in enrollment for FY19 and continuous budget monitoring, we strongly believe the goal for carryforward funds of $75,000 will be obtained for future projects.

It is the continued goal of the business office to provide the best customer service to students and do the best we can to assist them in meeting their goals as it relates to business office functions.

2) What changes are expected in this service area (major expenditures, changes, personnel needs, future costs)?

We do not anticipate any significant changes in this service area over the next year.

3) Any other pertinent information relevant to the review process should be provided here (e.g. community need, state/federal requirements, external accreditation, budgetary issues, etc.)

Budgetary concerns are ongoing. The college is always looking for ways to maximize the benefits of dollars flowing through the college. The financial outlook is much brighter, but budgetary management is always a top priority. The college receives a number of state, federal, and private grants. These grants are used to enhance and expand existing programs and provides the necessary funding to develop new programs that service the needs of the workforce and industries in our community.