Assessment Plan

Registrar’s Office
Tom Richard, Registrar

1. Assessment Plan Objectives

Provide timely and accurate service for students, faculty, staff, and community in the following areas:

  • Registration and scheduling
  • Grading, including access to grades
  • Academic records maintenance and transcript production
  • Enrollment verification
  • Program Evaluation
  • Veteran’s Affairs (VA)
  • Graduation audits, including diploma processing
  • Degree verification and certification
  • Data requests, including on/off campus reporting

2. Assessment Data

The Registrar’s Office will collect assessment data from the following sources:

  • Transaction and audit data generated by the Registrar’s Office
  • Transaction data from the National Student Clearinghouse
  • Reports from the Veteran’s Administration Regional Director’s annual site visits for student file review and office procedural review
  • Formal and informal feedback from users of Registrar’s services

3. Service Outcomes

  • Accurate and accessible student registration and schedule adjustment processes
  • Error-free processing of official transcripts within 2 business days (same-day processing for “immediate” orders)
  • Confirmation of enrollment verification within 1 business day
  • Completion of graduation audits within the 90 days of receiving a student’s Intent to Graduate Form, including student receiving report prior to beginning of final semester
  • Confirmation of degree verification within 1 business day
  • Compliance rate of 100% regarding eligibility of students to receive Veteran’s Affairs Administration benefits
  • Compliance rate of 100% regarding timely submission of National Student Clearinghouse enrollment, degree and graduation reports
  • Accuracy rate of 100% regarding edits to KSC Catalog

4. Measures to assess Service Outcomes

The Registrar’s Office will analyze the following sources of information, looking for indications of error or inefficiency:

  • Transaction data generated by the Registrar’s Office indicate timeliness of service and effectiveness of service (e.g., registration activity logs depicting registration activity that does not require manual intervention by users)
  • Transcript request records (TRRQ)
    Enrollment verification transaction data from National Student Clearinghouse
  • Graduation file data (SGRD)
  • Degree verification transaction data from National Student Clearinghouse
  • Veterans Affairs Administration audits re: records compliance
  • National Student Clearinghouse audits re: data submission compliance
  • Feedback from departments
  • Electronic KSC Catalog errata data
  • Informal feedback from faculty, staff, and students

5. Measurable Benchmarks as determinants of success

The ultimate benchmark for all services is 100% accuracy and meeting or surpassing goals for timeliness.

  • Review of transaction data indicates timeliness of service
  • Academic records indicate accuracy of transactions
  • Student transaction history provides data regarding process efficiency
  • Department feedback indicates timeliness of service and accuracy of transactions
  • Number of client concerns, complaints as an indication of service efficiency or effectiveness
  • External reports from National Student Clearinghouse and Veterans Affairs Administration, etc. provides critical analysis of office procedures and compliance with federal law, etc.
  • Peer institutional data (e.g., COPLAC) provides benchmarks for best practices in Registrar Office policy and procedure

6. Findings derived from measures

  • Supervisor(s), Registrar, Registrar’s Office staff, institutional employees and students review assessment data to identify inconsistencies with Service Outcomes
  • Registrar will solicit feedback from key constituencies, communicate and interact with key areas (e.g., weekly meetings with Information Systems (IS) Team
  • Registrar will oversee review process

7. Timetable for assessment

  • Weekly review (department meeting) of processes such as enrollment verification and degree verification that occur on a daily basis
  • Semester process indices such as scheduling, registration, deregistration, and grading will be reviewed at the end of each process cycle; on that basis modifications are made prior to the next cycle
  • Annual process indices such as Program Evaluation, and editing the Catalog will be reviewed on an annual basis; modifications are made prior to the next process cycle
  • Annual process indices resulting from National Student Clearinghouse and Veterans Affairs Administration reviews provide quantitative data to be reviewed, subsequent recommendations considered, and modifications implemented prior to the next review period.

8. Communication Plan

  • The Registrar’s Office publishes its mission statement (www.keene.edu) in support of the Keene State College Mission Statement
  • The Registrar’s Offices communicates with faculty and related administrative staff regarding academic policy and procedures as appropriate, including changes thereto via the Keene State College Outlook e-mail process
  • The Registrar’s Office communicates with students regarding academic policy and procedures as appropriate, including changes thereto globally via MyKSC Announcements or individually via student ksc.mailcruiser accounts
  • The Registrar’s Office communicates with external constituencies as necessary in the manner appropriate to the relevant circumstances

Last Updated: August 1, 2010