Reshaping the Curve
Technology speeds up processes
Darin Matthews calls the balancing act that higher education institutions are performing when it comes to embracing technology while maintaining human engagement worth the effort. And if you ask him, he will tell you that students on campus at California Polytechnic State University would much rather engage in personal conversations than talk with a chat bot. That’s why the Executive Director and Chief Procurement Officer says all training and system user workshops are scheduled in person. While there are some Zoom courses offered, in-person training sessions are deemed invaluable.
In today’s technology centric landscape, Matthews, CPPO, CPSM, NIGP-CPP, says every higher ed administrator should continue to seek all ways to improve how they operate. He cites Toyota—a corporation that embraces Kaizen, which means “change for the better”—as an example. “I encourage my peers to embrace technology and not fear it. For example, using AI in our procurement process is not going to take over our jobs. It will help us be more efficient and effective as procurement professionals and focus on strategic activities.”
“Automation and technology are very important to our campus. Whether a student is registering for class or using the fitness center, it should be easy for them.”
— Darin Matthews, Executive Director/Chief Procurement Officer, California Polytechnic State University
According to Inside Higher Ed’s recent “Survey of Campus Chief Technology/Information Officers,” Matthews’ take is on par with what higher education administrators are thinking. The survey shows that almost two in three (61%) personally believe that the digital transformation (DX) of their institution is essential or at least a high priority. Only 35% say their institution has set specific goals for digital transformation.
The rapid advancement of technology continues to transform operations in today’s higher education, compelling many to rethink and scale their traditional processes to keep pace with evolving demands. For example, this past year, Cal Poly implemented a Jaggaer P2P system, which is designed to help streamline the procurement process and make payments easier. Suppliers now can upload their invoices into the San Luis Obispo, California-based university’s portal rather than mailing a paper invoice. The university already had an Adobe Sign digital signature system in place, which enabled quicker contract executions. More recently, Cal Poly was leading a student-led program to develop a generative AI tool to assist with work scope development for RFPs and contracts.
“Automation and technology are very important to our campus,” Matthews says. “Whether a student is registering for class or using the fitness center, it should be easy for them. This often means using programs that are compatible with smartphones, such as Rave Guardian, an app that provides personal security to students and staff.”
Truth be told, Matthews says that implementing new technology is rarely a seamless process, and can often be met with resistance and logistical challenges. Take its P2P platform. Administrators knew success depended on careful planning, early communication and strong leadership support. “Technology implementation is not always smooth sailing. Resistance to change and lack of readiness can be challenging. When it came time to implement our P2P platform, we took our time to do it right. We provided information to our campus several months before go-live, and worked closely with them on system training. Additional resources were secured through an outside consultant, which also helped. Also important is getting senior leadership buy-in, so you have their support when needed.”
Meeting students where they are
When it comes to the race to keep up with technological advancements, Kristine Strickland, Ph.D., believes today’s universities are exactly where they need to be, especially when that involves high touch personal interactions. Finding ways, i.e. via technology, to spend less time on paperwork and shuffling documents, and more with students, vendors and fellow colleagues, is critical.
“Embracing technology has helped us meet students where they are,” says Dr. Strickland, Chancellor at Fletcher Technical Community College in Houma, Louisiana.
Much of the most recent technology Fletcher Technical has employed involves ways to help streamline student services. Fletcher Tech uses ConexEd, a cloud-based platform that helps students connect with their school’s departments and services by utilizing features such as appointment scheduling, virtual drop-in counseling, alerts and reminders, messaging, to-do lists, etc. Benefits of the platform include features that enable teachers to send communications and track them all in one spot, and track milestones based on student types.
“Embracing technology has helped us meet students where they are.”
— Kristine Strickland, Ph.D., Chancellor, Fletcher Technical Community College
Fletcher Tech also uses the platform Bloomerang, which affords the ability to send communications and track relationship-building. Last year, it also leveraged artificial intelligence (AI) functionality like ChatGPT and Microsoft AI. The programs help generate new materials/letters more quickly and enable educators to spend more time editing and crafting messages rather than writing from scratch.
“Our team has more time to spend with the students who need extra help,” Dr. Strickland says. “It’s the best of both high tech and high touch. In addition, in almost all of our systems, the ability to set up communications and schedule follow-up in advance takes the guesswork out of what we do and ensures that our follow-up and follow through is on point.”
With the ever-expanding landscape of technology solutions, it’s easy to get caught up in the rush to adopt new tools. With so many vendors and products available, making the right choice requires more than just a price tag comparison. “It’s easy to spend a lot of money and time purchasing technologies, especially because there seems to be more vendors and products than ever before,” Dr. Strickland says. “Be sure to carefully review the products and get them in the hands of the end user. Ask to test out the product for some trial period. We have also learned the hard way that free or low cost isn’t always the best option—many times investments are necessary and leaders should look at these as investments, not expenses.” As technology continues to evolve, higher education institutions must embrace innovation to streamline processes and enhance efficiency. By leveraging the right tools and strategies, colleges and universities can stay ahead of the curve, ensuring a more seamless experience for students, faculty and administrators alike.
