Proposal

Narrative

The Office of Student Financial Aid strives to continuously excel and improve customer service. LobbyCentral has been a critical tool used for in-person check-in in our lobby and it was implemented on the Boca campus financial aid office in 2016. In a typical year, financial aid front desk teams service around 40,000 students (combined for all 3 campuses). The main campus services around 37,000 students at our front desk annually. LobbyCentral provides check-in management, real-time notifications, online scheduling and comprehensive analytics. Our students are more relaxed and at ease waiting to be called from the comfort of a seat as opposed to standing in long lines. Additionally, data from the LobbyCentral system reflects that the Boca Office of Student Financial Aid improved in-person wait times for students waiting 11 minutes or more by 51.3% in 2019-20 using a hybrid schedule and LobbyCentral. The cloud based ExpressLobby mobile application will allow the Office of Student Financial Aid to redefine the check-in process by delivering a convenient user experience via the mobile app check-in, using a QR code to simplify the check-in process, and notifying students using text messages. The ExpressLobby mobile app provides students with a no-contact check-in which is a vital feature as we face a global pandemic. ExpressLobby is a mobile-web application designed for iPhone and Android phone. This app allows a student to check-in as if they were using a lobby kiosk, and then wait in their vehicle or other area for their name to be called. When an employee selects the waiting student, a text message is sent to the student's phone. This gives students the freedom to wait anywhere they choose which helps reduce crowding and assists with social distancing. To make the check-in process faster and easier, LobbyCentral can generate a QR sign that can be posted on the lobby front door.

Facilities

ExpressLobby is a Cloud based mobile application student check-in process to be used for in-person check-in in the lobby of the FAU financial aid offices located in Boca, Jupiter One-Stop Shop and Davie One-Stop Shop.

Hardware Requirements

Hardware is currently installed for the LobbyCentral platform.

Software Requirements

ExpressLobby is a Cloud based mobile application. Activating ExpressLobby for Appointments: Log into LobbyCentral with an administrator account. Go to Tools, Administration. In the admin menu, click ExpressLobby Check-In Check the box Insert ExpressLobby Check-In link in Appointment emails Set Allowed Actions to Appointment Check-In or Appointment and Walk-In Check-In. Click Save Changes. Activating ExpressLobby for Walk-Ins: Log into LobbyCentral with an administrator account. Go to Tools, Administration. In the admin menu, click ExpressLobby Check-In. Set Allowed Actions to Walk-In Check-In or Appointment and Walk-In Check-In. Click Save Changes.

Personnel Costs

No additional costs for personnel.

Other Costs

$770 per year for each campus location - $2,310 annually. $6930 for 3 years.

Timeline

After the Tech Fee fund is available in July 2021, the FAU student financial aid offices will establish a cloud trial https://trial.lobbycentral.com/Register.html?type=std for 2 weeks to setup users, queues and services. After the vendor receives payment, we will be set-up and ready to go live. Based on this timeline, the ExpressLobby feature should be fully implemented by the end of July 2021.

Sustainability

Costs are minimal for the ExpressLobby mobile application ($770 per year for each campus location, $2310 total per year).

Resource Matching

N/A

Implementing Organization

Boca Office of Student Financial Aid, Jupiter One-Stop Shop, and Davie One-Stop Shop will implement the ExpressLobby mobile application.