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Boston University’s New Student Portal: Leveraging Design Thinking to Meet Student Needs

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Like many higher education institutions, Boston University found itself stuck with a legacy student information system (SIS) whose user interface, Student Link, was outdated, difficult to navigate, and fell short of what students expected from a world-class institution. They engaged Attain Partners to design a Salesforce-based student portal to modernize and improve the student experience at Boston University.

Attain Partners enlisted design thinking methodologies to craft a thoughtful solution that puts the student experience first, using technology to meet their needs and data to drive decision-making.

After extensive feedback from students regarding our legacy system, we knew they wanted a tool that was more modern, intuitive, and provided self-service. Those ideas turned into the pillars of our design, and we made every decision with them in mind. Putting the students first helped us recenter our thinking throughout the project.
Alexandra Bellerose
Director of Communications to Enrolled Students, Boston University

A Solution Users Can’t Help but Adopt

Boston University sought a new student portal that would be easy to use and easy to adopt. Attain Partners suggested using design thinking to put the people using the technology before the solution itself, which has proven to increase return on investment (ROI) by up to 106% (Forbes.com). Paired with their larger SIS implementation, this student portal was designed to serve as a single location where students can manage their enrollment, find answers to questions, communicate with advisors, and more.

The goal of Attain Partners’ design thinking approach was to deliver a tool that responds to its users’ needs, wants, and preferences that was technologically feasible and within budget. Unlike traditional digital transformation projects that start with technology, those driven by design thinking tap into user experience before choosing tools and processes. This proved an excellent opportunity to investigate the way Boston University students want to use the portal and provide an intuitive experience built just for them.

Attain Partners approached the project following a four-step process. The result is a solution that is so in-tune with users that they can’t help but adopt it.

Step 1: Get to know the users and their pain points.

Step 2: Uncover the root of their problems.

Step 3: Design creative fixes for the problems at hand.

Step 4: Test and iterate until a near-perfect solution is created.

Goodbye, Outdated System

As part of an effort to modernize the IT systems that provide a better student experience and establish more efficient academic operations across the student lifecycle, Boston University launched the SIS Renewal Program. Boston University needed to replace to the core SIS, and to support this effort several “Companion Projects” were initiated, one of which is the Student Portal Project.

Boston University’s legacy user interface, Student Link, served the university for more than 30 years to provide students access to course registration, advising, financial aid and billing, student employment, dining, and more. While it did the job very well, the disjointed system required users to navigate through specific menu pathways to find the functions they needed.

To improve the student experience, Boston University made the commitment to move from its outdated system to a modern and user-friendly student portal. The University’s goal is to create a comprehensive student experience through the creation of a new student portal where all the information and resources that students need can be found in a single location that is comprehensive, intuitive, and easy to use.

Reinventing the Student Experience with Salesforce

Boston University engaged Attain Partners to create a new student portal and knowledge base to help students easily and quickly get the answers they seek while also centralizing data to improve internal operations.

Design thinking methodologies were employed to get to the root of student needs first and ensure the solution was built to last. Attain Partners helped Boston University engage its student community to design a more sustainable, accessible, and enjoyable student experience.

Attain Partners built the MyBU Student Portal with Salesforce Experience Cloud and Salesforce Service Cloud to meet students where they are, taking care to build a solution that will continue to grow with the university and meet student needs for years to come.  

Visualizing Design Thinking at Boston University

Boston University’s technology experts were immediately onboard when the Attain Partners team presented the technical solution and architecture, but the functional team, who supports students, struggled to see the vision—they needed to see the solution in practice.

Using design thinking, Attain Partners created a visual mockup prototype and had several sessions with the Boston University team to align on the key issues and ensure we all understood and agreed on the path forward.

Oftentimes, hearing about a system’s benefits and solutions isn’t enough. Decisionmakers need to see the tool in action before moving forward in the build.
Jennifer Best
Senior Consultant, Attain Partners and Design Thinking Expert

Thoughtfully Designing a Student Experience

A strong design thinking solution is dependent on collaboration between technology, change management, and functional leaders. The process to develop the MyBU Student Portal was rooted in workshops that enabled Attain Partners and Boston University to align on key problems they were trying to solve as well as defining metrics and objectives to measure success.

Attain Partners established a common language and highlighted the requirements to be met in design and architecture solution documents. They then proceeded to create a prototype solution in Figma, based on needs defined in the workshops, and tie prototype functionality to the components in the solution documents.

Showcasing the paradigm shift required design thinking, Attain Partners continually reinforced a focus on the user experience to ensure the technology was built to support it. Using this approach, Attain Partners assessed feedback from the student portal prototype, implemented fixes, and continued in this manner until the desired solution was reached for a Phase Zero rollout.

Phase Zero

As part of an effort to ease the transition to the new student experience, the Project took a phased approach and launched a minimal viable product (MVP) version of the MyBU Student Portal. This initial implementation delivered a new student portal which served as the front door to the legacy Student Link system, while also providing the Salesforce Knowledge and search features, and served up content that was previously not available on the legacy system. A benefit of the initial Phase Zero launch was to leverage the MyBU Student Portal to communicate upcoming changes as part of the overall SIS replacement and ongoing improvements to the student experience.

Working in partnership, the Attain Partners and Boston University Business CRM teams first defined what, specifically, students search for and do in the student portal. We then designed and implemented the functionality within Salesforce Experience Cloud and Salesforce Knowledge to facilitate these processes while Boston University teams crafted the content for students to consume.

Phase Zero was successfully launched in March 2023 and the team is actively monitoring usage data and evaluating search results, which has enabled data-driven decisions for content updates.

Phase One

Phase One will launch in the Spring of 2024 and will deliver a fully reimaged student experience, including personalized and audience-based content and real-time data integration with the new SIS to display key academic data—such as the daily class schedule, to-dos, account holds, and university academic messages—on the MyBU Student Portal homepage. Along with the new set of features, there will also be updated content and training guides within the MyBU Student Portal to support students as they adopt the new system.

Boston University is Determined to Provide the Best Student Experience

Boston University wanted to provide the best student experience possible throughout the SIS system replacement while both staying within their designated timeline and providing guidance to students using the system. Beginning with an official go-live in March 2023, Attain Partners and Boston University launched the new MyBU Student Portal.

Design thinking solutions always focus on human experience first to support real, identified needs and the way in which users want to use the system. Nothing can paint that picture better than Boston University’s success of over 18,000 unique logins in the first week the new portal was launched while students were still on spring break. They couldn’t help but use the new system specifically designed to fit their needs!

Attain Partners and Boston University will continue the phased approach and monitor student portal search data to further improve the experience. Phase One development is currently underway and will provide more individualized content to student users to ensure all their questions are being answered.

It has been amazing to work with the Boston University team. Everyone embraced the student needs throughout the project which has created a site that truly is a value-add for BU students. The collaboration between Attain Partners, BU business stakeholders, and the BU CRM team has been key to the continued success as we work towards our Phase One launch.
Jessica Simonetti
Senior Consultant, Attain Partners

Attain Partners – Salesforce Experts

No matter if your organization is beginning its Salesforce journey or 10+ years into development, Attain Partners is here to help you achieve your goals. Contact our team today to learn how we can help your organization advance its mission by harnessing the power of Salesforce.

To learn more, check out our Salesforce Innovation services, read case studies about our transformative work, and explore blog posts from our Salesforce experts.

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Attain Partners Leads Student Success with Salesforce

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Attain Partners has accumulated over 50 years of experience delivering comprehensive solutions for education institutions focused on student success. As Consulting Partner of the Year – Education, and the leading education partner in the Salesforce ecosystem delivering student-focused solutions, we follow a unique approach of focusing on people, processes, and technology to create true transformation. Our people-first solutioning empowers students and staff to achieve success and drives data that proves impact.

Our experts have proven success in helping education institutions nationwide leverage Salesforce to champion student success. We are proud to support leading higher education institutions—including Boston University, Harvard, Oregon State University, University of Denver, University of Colorado, Fordham University, and George Mason University—on their student success journeys. Our clients can speak volumes about how they have used Salesforce to drive impact in partnership with Attain Partners!

Student Success at Fordham University

Hear from Fordham University’s Vice President and Chief Information Officer, Anand Padmanabhan; Attain Partners’ Maurice Davis and Michelle Schafer; and Salesforce’s Jon Zhe in this video case study.

Treat your students like customers—that’s how Fordham University reimagined its approach to student success. By creating a student-centric solution with Attain Partners, the University is serving diverse student needs and supporting connectedness through technology.

Retaining students is just as important as recruiting them. When Fordham University made a significant investment in student success, Attain Partners used Service Cloud, Experience Cloud, and Student Success Hub to improve the student experience, driving deeper engagement. By shifting to a more customer-focused approach to student needs rather than departmental, Fordham was able to dramatically improve adoption, resulting in a stronger student experience within this enterprise-wide transformation.

Interested in learning more about how we help institutions achieve student success? Check out these resources.

Transforming Academic Advising to Increase Student Support

The University of Baltimore (UBalt) enlisted Attain Partners to implement Salesforce’s Advisor Link, now known as Student Success Hub (SSH), and reimagine student services for the institution. This digital transformation dramatically increased engagement between UBalt academic advisers and students by 1) facilitating easy communications between students and advisers, and 2) allowing advisers to spend less time on manual processes and more time interacting with students.

More

ISSP Webinar with the University of Baltimore

Watch this recorded webinar to hear the University of Baltimore describe how it transformed Student Advising with Attain Partners and Salesforce.

University of Baltimore Go-Live with Attain Partners and Salesforce

Get a quick overview of the UBalt go-live in this short video.

HuSSH Your Critics with Salesforce’s Student Success Hub

Learn how to transform your institution’s student experience by streamlining their engagement process in this blog post.

HuSSH Your Critics with Salesforce’s Student Success Hub – Attain Partners
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Leveraging the Attain Partners Student Success Accelerator to Decrease Implementation Time and Dramatically Improve the Student Success Lifecycle

Looking to manage the student success lifecycle? Our Student Success Hub accelerator can get you up and running in less than eight weeks—personalized for your institution!

Leveraging the Attain Partners Student Success Accelerator to Decrease Implementation Time and Dramatically Improve the Student Success Lifecycle – Attain Partners
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Attain Partners – Salesforce Experts

Regardless of where your organization is in its Salesforce journey (or if it’s yet to start!), Attain Partners is here to help you achieve your goals and serve your community. Contact our team today to learn how we can help your organization advance its mission by harnessing the power of Salesforce.

To learn more, check out our Salesforce Innovation services, read case studies about our transformative work, and explore blog posts from our Salesforce experts.

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Advocating for Kidney Health and Supporting those Facing Kidney Disease

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Founder and CEO Greg Baroni and Partner Ellen Walsh Obsess Externally to drive awareness for kidney health at the 2023 DC Kidney Ball

The seven core values comprising The Attain Way guide each decision we make and every interaction we have with both our clients and those in our communities. Our values embody the character that we believe a trusted partner and a client advisor should possess and one of these essential values is to Obsess Externally by giving back to the communities in which we live and work.  

Attain Partners Founder and CEO Greg Baroni not only authored The Attain Way, he works to live it every day. Along with Partner Ellen Walsh, one of the founding members of our company, Greg champions the mission of the National Kidney Foundation Serving the National Capital Area.  

Ellen prioritizes her role as a Board member and Development Chair for the National Kidney Foundation serving the National Capital Area (NKFNCA). As a dedicated fundraising individual for the annual NKF Kidney Walk, she has also consistently led team Attain Partners to be a top fundraiser.  

Greg is honored to Chair of this year’s Annual National Kidney Foundation Kidney Ball. He has a long history of service with the National Kidney Foundation (NKF) including as an active supporter and Board Member from 2006 – 2014.  

The National Kidney Foundation is revolutionizing the fight to save lives by eliminating preventable kidney disease, accelerating innovation for the dignity of the patient experience, and dismantling structural inequities in kidney care, dialysis, and transplantation. 

To learn more about their volunteer work and the NKFNCA, we sat down with Greg and Ellen to discuss this year’s ball and their passion for kidney health.  

Attain Partners (AP): Can you tell us a bit about this year’s Kidney Ball? 

Greg Baroni (GB): The 41st Annual NKF Kidney Ball will be on Friday, March 31st at The Anthem in Washington, DC—it’s an amazing venue and will be a great space for our first in-person Kidney Ball since 2019. We’re honored to have Doug Kammerer and Jummy Olabanji of NBC4 Washington as our hosts for the event. The gala is an electric evening of celebrating and supporting the National Kidney Foundation’s advances in kidney disease awareness, prevention, and treatment! 

Ellen Walsh (EW): For years, we held the event in the fall, but as March is National Kidney Month, we decided to move up the date! Guests will enjoy a cocktail reception, gourmet dinner, silent auction, and entertainment by The Reagan Years, the region’s premier 80’s tribute band. Your company can sponsor, or you can purchase tickets today at www.kidneyballdc.org. New this year, we are also offering the public the opportunity to join us for just the “after party” (ticket to see The Reagan Years only) by going to this Ticketmaster link. 

AP: How did your involvement with the National Kidney Foundation (NKF) begin? 

GB: I’m not sure how many people know this, but sadly, my father passed away due to complications with kidney disease. When he was first diagnosed, I wasn’t really aware of the severe risks associated with kidney disease and I didn’t understand the long-term implications. I miss my father every day. To honor him, and to help others, I got involved with the NKF shortly after he passed. Unfortunately, since that time, two close colleagues also have been faced with serious kidney disease issues. I’m passionate about kidney health and giving back, and the rest is history—I’ve been heavily involved in this important cause ever since. I’ve chaired the ball before, served on the board for a long period of time, and have made sure to embed the NKF as one of our cornerstone philanthropies at Attain Partners.  

EW: I was originally introduced to the NKF by Greg, and only after getting involved began to realize just how prevalent and devastating kidney disease is—and how much we can do to help prevent it. When Greg founded Attain, he immediately wanted our company to invest in NKF as one of its core philanthropic channels. I first started as a member of the Kidney Ball committee in 2009—it was a big, exciting event and we worked hard to engage our team. Over the years, I’ve expanded my support to include the annual Kidney Walk, which I’ve had the chance to chair, and in 2017, I joined the NFK board.  

AP: How has your passion for kidney health grown? 

EW: After becoming involved with NKF, I learned that I have a family member who suffers from kidney disease. I was shocked to realize he had been dealing with this for years and I never knew. My friend and colleague Manish Agarwal was also diagnosed with kidney disease and needed a transplant almost immediately. The impact kidney disease had on both Manish and my cousin really opened my eyes to the challenges of kidney disease and kidney health. I wanted to find a way to help them and others dealing with this diagnosis. 

GB: As Ellen mentioned, Manish’s diagnosis came as a shock to all of us. Working together at Attain at the time, it seemed like one day Manish was healthy, and then suddenly things took a turn. Thankfully, his experience is a wonderful success story now. He was generously gifted a kidney from his sister-in-law, Ena, and has remained healthy since the transplant ten years ago. 

I am passionate about helping to educate others on kidney health. There are some important statistics that point to how prevalent kidney disease is in our country and in the Washington, DC-metro area. Did you know that 33% of adults in the US are at risk for kidney disease? Just in DC alone, there are 700,000 people with kidney disease, 14,000 on dialysis, and 2,000 waiting for transplants. Ellen and I lead Attain Partners to give back to this cause because it really matters—the work of the NKF directly supports those suffering from kidney disease, their families, donors, as well as the medical community promoting kidney health.  

AP: What are some of the ways NKF supports kidney health? 

EW: So many ways! The work of NKF centers on awareness, education, and support for families, and it also influences policy changes that make a national impact. They’ve collaborated with labs on the “Kidney Profile” that doctors can order as part of routine blood tests which diagnose kidney issues as early as possible. Thanks to NKF, this lab panel is something that you or I could ask for at an annual physical. To spread the word about early detection, the Foundation is working with stakeholders across the region to develop a road map to drive a cultural shift in primary care—to increase the incidence of early diagnosis and management of kidney disease. When kidney disease is detected in its earlier stages, progression of the disease can be delayed or prevented, greatly enhancing patients’ quality of life. NKF is also working on Capitol Hill to make sure if you donate a kidney, you are not discriminated against when getting life, disability, and long-term care insurance, and that insurance companies cannot drop or refuse coverage, or change their premiums based on your status as a living kidney donor.  

AP: Greg, what are you looking forward to as Chair of the Kidney Ball this year? 

GB: I am excited for the opportunity to come together once again to celebrate, honor, and remember our loved ones who have faced or are facing the battle of kidney disease. Together, we can provide the NKF the necessary dollars to help give those living with kidney disease and their loved ones “more”. More personalized care, more innovative treatments, more time with family, more voices in federal and local government, and, most importantly, more hope. I am proud to be involved in helping continue the fight. I believe that business leaders have a responsibility to give back to the community. Your support of the Kidney Ball reinforces that belief. 

I’m also honored to be working with so many wonderful colleagues on the Kidney Ball Executive Committee this year including Ellen, Manish Agarwal, CEO of LetsTango, along with Brian Tillman and Joe DePalma, Co-founders of Punch Digital Strategies (who designed our website). Collaborating together on this important cause is not only rewarding, but also fun! 

AP: What is your favorite NKF event and why? 

EW: I always look forward to the Kidney Ball, and also love the Kidney Walk—there’s something so powerful about leaving Freedom Plaza in DC all together and walking around the monuments to support this important cause. But I think my favorite NKF event is the organ donation awareness basketball tournament which is held on center court at CapitalOne Arena. It’s a great time and allows people to come together for some friendly competition in support of a great cause.  

GB: We’ve never taken the trophy home, but we’ve fielded two teams each year that NKF has done the tournament. Ellen’s right, it’s a lot of fun and a great way to get a variety of team members involved in an event. Of course, I also really enjoy the Kidney Ball. It’s special to come together to celebrate kidney health and the wonderful work that the NKF is doing for our region. Not to mention the musical guest always puts on a great show and gets everyone dancing together—it’s a great night of giving back. This year, we’re excited to welcome musical guest and 80’s tribute band, The Reagan Years. 

AP: Why is it important to you to give back to the community through your service to NKF? 

GB: I believe wholeheartedly that business leaders have a responsibility to give back to the community. I also believe in leading by example, which is why my colleagues know that when I support a cause, I go all in—I even created one of Attain Partners’ core values to specifically address our need to give back. We Obsess Externally sharing our time, talents, and treasures to positively impact the communities in which we live and work. 

EW: It’s an interesting question because my first thought was, “How can you not prioritize giving back, when we’ve been given so much?” My mom always reminds our family, “To whom much is given, much is expected.” I believe it’s a privilege to be able to pay it forward and give back to my community in a real way. That may look different for every person. It could be volunteering time, helping to support a cause through a monetary donation, raising awareness, or offering a pro bono service or your expertise. For me, it’s helping to put a spotlight on NKF’s critical work by fundraising and leading events that help spread education and awareness.  

My kids will tell you that their birthday has been on Kidney Walk day many times over the years, and they were always there, helping to support the event. They are 17 now, and this year both will be volunteering at the Kidney Ball. Having been involved over the years, the twins are more aware of kidney disease and best practices for kidney health. I’m so proud that they are stepping up to volunteer with me. They know that it matters to give back, just as it’s ingrained in our work culture at Attain Partners.  

GB: One of the reasons why I am so proud to lead Attain Partners is because Obsessing Externally is part of the fabric of who we are. And, Pamela Fitch, a recent addition to our team with extensive philanthropic leadership experience, will soon be rolling out the next phase of our corporate responsibility framework which I’m really excited about. What greater obligation is there than doing great work and supporting your community? 

AP: How can readers support kidney health? 

GB: The National Kidney Foundation is calling on everyone to join in raising awareness of kidney disease and the 33% of adults in the US who are at risk. We are asking for your help in changing these numbers. Most people are unaware that the risk factors for kidney disease include diabetes, heart disease, high blood pressure, obesity, and family history, with diabetes being a leading cause of kidney disease. If any of these apply to you, chat with your doctor and ask specifically for a kidney health panel with your next blood draw. 

EW: And if you’re interested in getting involved with NKF in any capacity, reach out. It is an amazing organization, and it is always looking for new volunteers. Working to support NKF has been a real blessing in my life and has taught me so much about my own health. That’s the way it is though—often, we get so much just from giving back.   

GB: We hope to see you at the Kidney Ball on Friday, March 31—Come out and join us for a fun night to support the important work of NKF in the fight for kidney health! 

More Information 

Learn more about Greg here. 

Learn more about Ellen here.  

Learn more about the DC Kidney Ball here.  

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The Benefits of External DEI Assessments to Your Organization

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In many ways, diversity, equity, and inclusion—or DEI—has become a buzzword. There is no denying the importance of DEI to an organization. Regardless of industry or function, having a community of individuals from a diverse array of backgrounds and identities adds value to an organization, whether it be through an inclusive and welcoming culture where people feel seen and valued, or diverse perspectives that lead to innovative and creative ways to solve a problem. Over the last decade, and particularly the last few years, DEI has become a growing priority for executives. With a plethora of tools, strategies, and best practices available for organizations to use, it is essential to know how these activities and programs are working. One of the most effective ways to accomplish this is to conduct an external assessment to measure the efficacy of your DEI program.

What are external assessments for DEI?

While many organizations use internal or self-assessments to analyze the progress and effectiveness of their DEI programs, these tactics can be limited in both practice and data. Internal assessments are not likely to be supported by comparative benchmarking data, nor are they often supported by solutions based on best practices. It is not enough to collect measurable data—there must also be meaningful impact associated with organizational change in DEI strategic planning.

External assessments, on the other hand, provide an objective lens that, when done right, use contextualized and evidence-based best practices to assess the effectiveness and accountability of DEI goals. Measuring the level of current-state DEI practices and the successes of activities and strategies from an external lens adds value through the application of research and benchmarking to identify key areas of strength and targeted recommendations for continued improvement to take the organization to the next level.

How do external assessments and frameworks benefit your organization?

To effectively address barriers to inclusion and participation in the workplace, an external assessment will apply a holistic approach and understanding of impact to the current state at every level of an organization. It considers beyond demographic and hiring data to include an analysis of the impact of policies, procedures, and practices on accessibility, satisfaction, belonging, and equity within the stakeholder community. For example, we know that a sense of belonging impacts retention in an organization. This can be externally measured in a variety of ways that considers not only quantitative retention metrics but qualitative insights that can only be gathered by thoughtful and inclusive engagement with stakeholders.

An external assessment can also serve as a foundation or baseline that leadership can use to identify priority areas of focus where resources can be allocated to improve the effectiveness of DEI activities within the organization.

The Attain Partners’ Inclusion, Diversity, Equity, and Allyship (IDEA) Performance Maturity Framework

Our proprietary framework leverages best practices based on evidence-based methodologies and expertise in DEI and organizational assessments to provide a holistic and comprehensive analysis of DEI within an organization across five tracks—education, regulatory compliance, governance, pipeline, and brand.

We couple a deep analysis of policies, procedures, and practices with inclusive engagement to gather critical understanding of current state. This allows our team of experts to provide recommendations that enable an organization to build on prior efforts to ensure that DEI permeates every level through a collective process that leads towards shared equity and lasting, transformational change. To learn more about how Attain Partners can help your organization exceed your DEI goals, contact us here.

DEI Success at George Mason University

George Mason University (Mason) engaged Attain Partners to assess its Diversity, Equity, and Inclusion (DEI) strategy leveraging our aforementioned Inclusion, Diversity, Equity, and Allyship (IDEA) Performance Maturity Framework. Attain Partners used this comprehensive assessment to evaluate the effectiveness of the university’s current DEI programming, initiatives, and processes as well as to provide strategic recommendations to optimize the University’s efforts toward accomplishing long-term DEI goals.

Case study

About the Authors

Ashley Cedeno is a Consultant in the Strategic Transformation Services practice of Attain Partners. She brings nine years of professional experience, with over six in implementation of programming related to pipeline building, affinity engagement, and retention. She is proficient in data analytics, risk assessment, and strategic planning. Ms. Cedeno has performed various assessments on industry best practices and stakeholder analyses across multiple strategic plan initiatives, including in the DEI space and using the Inclusion, Diversity, Equity, and Allyship (IDEA) Performance Maturity FrameworkTM, of which she is a contributor.

Melany Barrett (Manager in the Management Consulting practice of Attain Partners), US

Melany Barrett is a Manager in the Strategic Transformation Services practice of Attain Partners. With over a decade of experience in Higher Education, she has demonstrated knowledge in business process improvement, project management, organizational assessment, and faculty affairs administration. Prior to Attain Partners, Ms. Barrett supported Higher Education administration and strategic initiatives as a member of an internal consulting team. She is a key contributor to the Inclusion, Diversity, Equity, and Allyship (IDEA) Performance Maturity FrameworkTM, leading DEI assessments for institutions. She is a Prosci® Certified Change Management Practitioner who has extensive knowledge and training in the field and holds an MBA from Georgetown University’s McDonough School of Business.

Kyle Cadieux is a Manager in the Strategic Transformation Services practice of Attain Partners. Kyle has a demonstrated knowledge in Organizational Change Management, Organizational Design, and Human Capital Management. Prior to Attain Partners, Kyle supported Organizational Transformation work for the Federal Government at various Consultancies. Kyle is a Prosci® Certified Change Management Practitioner and serves as a Deputy of the Attain Partners corporate IDEA program. 

Reshma Patel-Jackson is a Partner and Practice Lead for the Strategic Transformation Services practice of Attain Partners. She is responsible for and involved in a wide range of consulting initiatives, primarily on change management, strategic planning, business process improvement, organizational assessments, project management, and research administration. Mrs. Patel-Jackson is a Prosci® Certified Change Management Practitioner who has extensive knowledge and training in the field. She has provided strategic planning, project management, change management, internal audit, compliance, and costing services for a variety of nonprofit, higher education, government contracting, and commercial clients. She is the creator of the Inclusion, Diversity, Equity, and Allyship (IDEA) Performance Maturity FrameworkTM and the Chair of the Attain Partners corporate IDEA program.

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Advancement Transformation and Centralized Solutions: Top Trends Among ascend Users

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Insights from the 2023 ascend User Community Meeting

UC Innovation’s ascend, the most comprehensive advancement solution, enables education institutions to use Salesforce more effectively to support fundraising success. Attain Partners is proud to partner with UC Innovation to lead digital transformation with ascend and support the missions of institutions across North America.

Attain Partners is a Salesforce certified implementation partner, the 2022 Salesforce.org Consulting Partner of the Year – Education, and a Salesforce Summit Partner. Our advancement transformations help institutions to be competitive and provide the best donor experience by upgrading to systems that vastly improve efficiency and deliver improved fundraising outcomes and alumni engagement.

2023 is the year for advancement, central solutions, and community

We had the pleasure of discussing advancement and digital transformation with the incredible ascend community last week at the 2023 ascend User Community Meeting (aUCM). The overarching themes were the community’s combined focus on advancement transformation, centralized solutions, and collaboration to achieve success for all institutions.

Now is the time to focus on advancement efforts

This is the year for advancement. Attain Partners and ascenders are zeroing in on digital transformation to support successful advancement and growth of advancement departments.

Like any large undertaking, advancement projects have their ups and downs, but maintaining a clear focus leads to success in reaching long-term goals. A passion for advancement work is essential to maintain morale across teams throughout long-haul projects. Attain Partners’ experts excel in keeping the big picture in focus and reminding clients there is always time to iterate and adjust once we go live. Further, our advancement experts are passionate about working with organizations to truly transform and optimize their operations to better equip them to advance their important missions.

Centralized solutions are the key to lasting success

The resounding message we heard from every ascender throughout the aUCM was, “We’re happy we made the switch!”

Regardless of where an institution begins its journey, centralizing the data and communication in Salesforce has proven to reduce institution workload, improve donor satisfaction, and boost advancement success. Data visibility and consolidated contact records ease communication across departments for a streamlined, polished, and professional experience.

Having a single source of data effectively and easily improves operational processes. Once they’ve experienced this, leaders in both higher education and nonprofit organizations want to have the same kind of singular point of contact throughout their digital transformation and advancement projects as well. In a time where everyone’s job has multiple moving pieces, one identified project leader per initiative makes it easier to submit questions, make suggestions, and track project progress. This approach reduces stress on individuals and results in greater success where everyone can focus on what they do best.

We do better work together

As the solution was formed during the pandemic, this was the first time the entire ascend user community met in person and it certainly won’t be the last. The value of the community was evident as we shared successes, brainstormed solutions, and formed plans to support each other going forward. University leaders were eager to support each other, share best practices, and truly help one another.

The ascend community is growing and open to supporting new members, which serves as a valuable advantage for institutions embarking on digital transformation and advancement initiatives.

Attain Partners is ready to lead your ascend advancement journey

Energized from an inspiring week at aUCM, we are eager to continue fostering relationships with institutions to improve operations and achieve their missions as they work to positively impact their stakeholders. Contact us to begin your journey or for help along the way!

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The Value of an External Library Review 

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Hear directly from Attain Partners’ library consultants in our on-demand webinar, How a Library Cost Analysis Study Can Benefit Your Research Library.

A thriving library program continually assesses its strengths and weaknesses. This can be accomplished with a thorough strategic planning process, or it can be done through smaller analyses of specific parts of the library program or department. For example, a library may choose to focus specifically on facilities’ needs or collection development, while a full strategic plan would include a comprehensive review of all program aspects. Regardless of the scope, these assessments are a crucial practice for a successful library program.

Many libraries internalize this process with the idea that they know their program best, therefore internal staff is best suited to assess their own library. However, this can present setbacks, such as tunnel vision, time constraints, and inherent bias. Attain Partners’ library consultants eliminate these concerns to guide the library to a more efficient and objective assessment.

Assess the real needs

Oftentimes, assessments commence with a pre-determined goal in mind. Take, for example, a library that already knows it wants to renovate a specific room to create a young adult space. Library staff made this decision based on anecdotal feedback and a showcase of newly renovated spaces at a recent professional conference. They are certain a new teen space is a necessity. Subsequently, any internal assessment conducted will most likely be geared to support this renovation.

Attain Partners’ library consultants can perform a facilities assessment based on formal user surveys, available space and resources, and staff feedback. We then provide a recommendation based on the data collected, along with the staff feedback, to ensure that the needs of the entire library community are met. This may well result in a new young adult space, but the assessment may also show that a space for a different user group is a more valuable, affordable, and functional use of the room.

Allow someone else to do the heavy lifting

Libraries are already understaffed, with librarians often taking on additional roles and tasks beyond their original duties—and a thorough assessment process is time-consuming. Our library consultants were librarians themselves, and have experienced the limited bandwidth of library staff. Building relationships with our clients and leveraging their talent and knowledge of their library comes first and foremost. By using change management best practices, we strategically meet with different stakeholders to ask specific questions relevant to their roles and knowledge base. We have the dedicated time and flexibility to meet with staff as their schedules allow, which enables more effective stakeholder engagement.

Eliminate bias

Inherent bias is one of the most significant obstacles to self-assessment. Library departments are going to be—and should be—protective of their resources and advocates for their individual programs. We expect and want to hear all perspectives from stakeholders. This feedback, along with quantitative data collected through varied methods, allows us to recommend data-driven solutions without ulterior motives. Our singular goal is to help libraries find the strategies and solutions that work best for their unique library communities. We get to know your library, your staff, and your community through one-on-one conversations and strategic data collection and analysis, and make recommendations based on the specific, individual needs of your unique library.

Attain Partners – Library Experts

At Attain Partners, our consultants work with university, public, and school libraries to design and implement effective library user surveys to inform critical financial and strategic decisions. Contact our team today to find out more about how our consultants will work with your library to create a valuable assessment tool!

Learn more about our Library Planning and Strategy services here.

About the Author

Ms. Blake Norby is a Library Consultant for the Research Enterprise Services practice of Attain Partners. During her time with Attain Partners, Ms. Norby has been involved in multiple library consulting projects with higher education institutions. She has participated in various stages of Facilities & Administrative Expense (F&A) strategic planning, proposal preparation and submission, and space functional usage studies with a focus on library spaces. Ms. Norby brings over 13 years’ experience working in libraries with extensive knowledge of using patron data to create inclusive, accessible library spaces and programs. She is currently a member of the American Evaluation Association (AEA), the American Library Association (ALA) including the Public Library Association, and several additional roundtables and special interest groups.

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Innovative Solutions for Education: Attain Partners Reimagines Student Experience, Advancement, and Retention

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At Attain Partners, we fuse decades of experience serving colleges and universities across the nation with proven strategies on how to best architect and use Salesforce to enable institutions to drive engagement in a scalable, comprehensive way.

To be competitive and attract the best students, it is imperative that institutions continuously track and manage satisfaction levels associated with the technology, processes, and interfaces between their students and their administrators and faculty. Our team has worked with higher education institutions to improve both the student experience as well as internal operations by leveraging the power of Salesforce.  

As the 2022 Salesforce Consulting Partner of the Year – Education and a Salesforce Summit Partner, Attain Partners brings unparalleled expertise leveraging Salesforce to reimagine the student experience.

A trusted partner for education institutions in the Salesforce ecosystem, Attain Partners will be sharing expertise during Salesforce Education Summit 2023 in Dallas, Texas, in April. Continue reading below to learn about just a few of the client success stories we’ll be sharing onsite during the Summit.

Ready to discover how our solutions can advance your institution’s mission? Contact us today. We’d love to schedule dedicated time to chat.

Student Success at Fordham: A Holistic Approach

Treat your students like customers—that’s how Fordham reimagined services to create a holistic student-centric solution with Attain Partners and Salesforce that meets diverse student needs and supports connectedness through technology.

Retaining students is just as important as recruiting them, and, at its core, Fordham University is committed to the holistic development of its students’ academic and personal success. When Fordham made a significant investment in technology, Attain Partners used Service Cloud, Experience Cloud, and Student Success Hub to improve the student experience, driving deeper engagement. By shifting to a more customer-focused approach to student needs rather than departmental, Fordham University was able to dramatically improve adoption, resulting in a stronger student experience within this enterprise-wide transformation.

Learn more

Using Design Thinking to Reinvent the Student Experience at Boston University

Design thinking is the intersection of human, budget, and technology where we consider what students really want and need before developing technology solutions. We helped Boston University find common ground amongst visionaries to deliver an exceptional and modern student experience.

Boston University engaged its student community to design a more sustainable, accessible, and enjoyable student experience. The innovative solution, built using Experience and Service Cloud, is designed to pave the way for student success beyond the next decade.

Learn more

From Applicant to Student: Unifying the Student Experience at Boston University

From the moment students apply, Boston University provides a seamless experience for its diverse population. In addition to the above design thinking solution, we also supported their internal IT teams to integrate the solution with their current student information system, providing crucial data points to render a personalized experience.

Leveraging a measured, two-phase approach in rolling out its new student information system, Boston University helps ensure adoption and a positive student experience. Phase one introduces students to the essentials of the system and gradually adds enhanced features to make it easier to find information and navigate student needs. Phase two focuses on engaging students and providing real-time access to schedules, messaging, to-dos, and IAM profile attributes.

Bridging the Future of Advancement at Colorado State

Colorado State University discovered it could draw in more fundraising dollars with a robust, modernized system capable of detailed data capture and comprehensive collaboration. They sought an immersive, intuitive, and attractive platform to amplify fundraising efforts.

Attain Partners and UC Innovation used ascend with Salesforce to build pipeline, achieve comprehensive collaboration, and fundraise. Using the smart, insightful, and predictive tools in ascend (native in Salesforce), they’re able to identify the “right” prospects to guide fundraising efforts. CRM analytics, dashboards, workflows, and automations are helping the team reimagine the user ecosystem and lay miles of runway for future evolution.

Driving Retention and Learner Success Beyond Graduation

On their mission to become a top-ten land grant institution, a major, multi-campus public university engaged Attain Partners to improve equity and student success through persistence and collaboration.

The solution, built using Student Success Hub and the Sales, Experience, and Marketing Clouds, will unify the University’s approach to serving students with intention. Using data in a consistent and measurable way will continually improve retention and enrich their community.

Evolving Executive Education for Tomorrow’s Leaders at UVA Darden

UVA Darden is unleashing new leadership by elevating its Executive Education & Lifelong Learning program using Sales Cloud and Marketing Cloud. Through custom courses, group enrollment, nontraditional education, and specially designed team courses that can be taught onsite, the program is opening doors to attract new, growth-minded leaders while increasing the School’s revenue.

Attain Partners helped UVA Darden create this end-to-end solution, fully integrated with a self-service student experience site, enabling it to attract new students and increase revenue.

Student Success, Executed The Attain Way

At Attain Partners, our values embody the character that we believe a trusted partner and a client advisor should possess. We don’t just work by these values; we live by them. We care deeply about delivering services and solutions to advance the missions of education institutions and improve opportunities for all students.

A team of highly experienced Salesforce-certified experts, we strive to be innovative and values-driven, always working to disrupt the status quo to change the world and improve the lives of those we serve.

In addition to our work with clients, the Attain Partners team actively contributes to the growth and evolution of the Salesforce platform, including the design of the Education Data Model (EDA). We were the first partner to implement Salesforce products including Advisor Link (now Student Success Hub), Admissions Connect, and Subledger for nonprofits. We are members of the Salesforce.org Advisory Board as well as various Salesforce product advisory boards, and sponsor the Salesforce Nonprofit Summit and Nonprofit Dreamin’ conferences. Multiple members of the Attain Partners team are recognized Salesforce MVPs and frequently participate in Open Source Commons to help architect and grow the Salesforce platform to align with the needs we see from our work with clients.

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Achieving Digital Transformation with ascend, Salesforce, and Attain Partners

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This post originally appeared on the UC Innovation blog on March 7, 2023.

Digital transformation enables an institution to consolidate data for easier access, achieve advancement goals, and prepare for sustainable, long-term growth. Choosing a solution that works well out of the box, like the one offered by Salesforce and UC Innovation’s ascend solution, limits the need for customization and enables agile scaling. Attain Partners’ experts have decades of experience leading digital transformation projects at colleges and universities nationwide and can help you achieve your goals.

During a recent call, one of our higher education clients told us, “We don’t want to choose the next dying solution.” Their primary concern was moving to technology that would require replacement within the next five to seven years. We don’t want that either!

At Attain Partners, most of our education clients come to us with solutions that have been in place for more than a decade (sometimes more than two!). We understand the resources needed to enhance your advancement mission through the modernization of technology and your desire for solutions to last. 

You need a solution that will expand across your organization and grow as you grow. This is where typical point solutions can let you down. While they are excellent at doing specific tasks, they often struggle with change and other solutions that create data silos. These silos make it difficult to understand your data and impact staff hours as they manage several solutions.

Major Shift to Salesforce + ascend

Another client shared, “We heard that Salesforce was the way forward. If you don’t move to it now, you’ll be moving there within five years.” We explained how our expert Salesforce team uses a combination of Salesforce and ascend to help institutions make the dramatic leap in technology.

Using ascend and Salesforce together allows institutions to select solutions that do exactly what they need, provide a better user experience, and work together efficiently with little to no customization needed. The organization becomes more agile and connected while reducing risk at the same time. Combining the data from all parts of your organization into a single pane of glass provides a better understanding of your constituents.

“The professionalism, resourcefulness, and unwavering confidence in the product/possibilities that were displayed in every interaction most definitely helped steady the trepidation of making such a dramatic technological leap,” stated another client. Technology implementation success ultimately comes down to the people involved. Choosing the right partner with the right expertise and experience is essential.

Attain Partners has more than 17 years of experience implementing complex solutions in the higher education sector. We have completed more than 450+ projects across all aspects of the student lifecycle, including advancement. Our advancement experts have deep expertise in leading organizations from where you are now to a rich and connected technical system. 

According to Prosci research, projects with excellent change management effectiveness were six times more likely to achieve project objectives. Ensuring your staff is properly trained on the new platform and including a communication plan that targets all levels of the organization is vital to the success of an advancement solution. 

We are honored to help define and implement advancement solutions for universities, colleges, and K-12 school districts throughout North America. “The platform (Salesforce) product (ascend) are both tremendous, and UC Innovation made a very wise choice to partner with Attain [Partners] to help institutions visualize and ultimately ‘attain’ the future.”

Attain Partners – Salesforce experts

Regardless of whether your organization is beginning its Salesforce journey or many years into development, Attain Partners is here to help you achieve your goals. Contact our team today to learn how we can help you advance your mission by harnessing the power of Salesforce and ascend.

To learn more, check out our Salesforce Innovation services, read case studies about our transformative work, and explore blog posts from our Salesforce experts.

About the Author

Chad Simmons is an Associate Business Development Director at Attain Partners. Since 2013, Chad has helped hundreds of organizations implement innovative technology solutions designed to meet their complex needs. Chad’s focus is demonstrating the value of the Salesforce Platform and Attain Partners’ services to higher education and healthcare clients.

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2023 FRA Speaker Spotlight: Meet Our Experts

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We’re excited to be presenting at a number of sessions, workshops, and discussion groups during the 2023 NCURA FRA Conference in Las Vegas. With a roster of both new and familiar faces, our team will be out in force! Learn more about our experts, get details on their sessions, and schedule time to connect with them during the conference. They’ll be discussing a range of topics and would love to share their expertise with you—visit us at Booth #108 and learn more!

Robert Cohen Headshot

Robert Cohen, MBA, CPA
Managing Director 

Bob Cohen has over 35 years of experience in providing guidance regarding higher education research administration and financial administration issues including performing the duties of a top financial officer of a medical school, heading up both sponsored program pre- and post-award administration units, responsibilities for clinical trial administrative operations, accounting functions, budgeting activities. Bob was previously responsible for both Pre- and Post-award at Albert Einstein College of Medicine and all financial functions of the New York University School of Medicine. Since joining BearingPoint in 2005 and then Attain Partners, Bob has assisted numerous top research medical centers in a variety of engagements. 

Concurrent Session: Differences Between the F&A Regulations for Institutions of Higher Education, Research Institutes and Hospitals and Maximizing F&A Reimbursement
Tuesday, March 7, 2:45p – 3:45p

Contact Bob

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Wally Davis 
Partner

Wally Davis has 25 years of consulting experience in the higher education and nonprofit markets. He is responsible for leading and managing a team to provide F&A and grants management services nationwide. His experience with Attain Partners has included a variety of engagements that provide specific financial management and advisory services to executive leaders and administrators of research colleges and universities, hospitals, and other not-for-profits in the areas of F&A cost recovery, grants management, and implementation of effort reporting and space software solutions. Prior to joining Attain Partners, Mr. Davis was employed by Emory University where he managed and coordinated the preparation and negotiation of Emory’s F&A rate proposal as well as managed the effort reporting and equipment tracking functions. 

Discussion Group: Current F&A Landscape and Other Regulatory Matters
Tuesday, March 7, 1p – 2:15p

Contact Wally

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Ben Garvin 
Senior Specialist

Ben Garvin has 20+ years of experience in the higher education research administration field. His years of experience in higher education include “life cycle” of grants and contracts from Pre-award including proposal building and reviewing; to Post-award including award administration to award closeout. He can perform these “cradle to grave” functions in a departmental or a central role. Prior to consulting for Attain Partners, Ben worked at Harvard University School of Engineering and Applied Science, Brown University Sponsored Programs Office, and Northeastern University Central Office. Ben also serves as the Chairperson for NCURA Region I (New England)’s Diversity, Equity, Inclusion, and Belonging Committee and the NCURA FRA 2023 Program Committee. In his spare time, Ben is also a musician and plays in a gospel group and a rock in soul band.

Discussion Group: Post-Award Management from the Departmental Perspective
Monday, March 6, 10:15a – 11:30a

Concurrent Session: Hey…Here’s a great I.D.E.A (Inclusion, Diversity, Equity, Allyship)!!!
Tuesday, March 7, 2:45p – 3:45p

Workshop WS14: Recruitment, Retention and Promotion: Challenges in Today’s Diverse and Inclusive Workforce
Wednesday, March 8, 1p – 4:30p

Connect with Ben
Contact Ben

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Kathleen Halley-Octa, M.A., CRA
Senior Consultant

Prior to joining Attain Partners in November 2022, Kathleen served as the Director of the Office of Research & Sponsored Projects for the College of Education & Human Development at Georgia State University. In this role, she led a team of talented research administrators who oversee both pre- and post-award operations for the college’s portfolio. Kathleen began her Research Administration Career at Kennesaw State University as a proposal administrator and ERA specialist. She then moved to the Georgia Institute of Technology, where she worked as a departmental administrator in the George W. Woodruff School of Mechanical Engineering before joining the central Office of Sponsored Programs. In OSP, Kathleen ran Georgia Tech’s Research Administration training program, served as the product owner for numerous ERA systems, and oversaw the development and implementation of eRouting, Georgia Tech’s homegrown electronic routing system.

Kathleen is a Certified Research Administrator and holds a Master’s Degree in English from The College of Charleston and a Bachelor’s Degree in English from the University of Georgia. She has been involved with NCURA since 2013 and has presented at both Regional and National meetings. In the past, she has served as Secretary of Region III and Website Coordinator, and she currently serves as co-editor for NCURA Magazine. 

Concurrent Session: Departmental Roles and Responsibilities: Defining the Boundaries Between Departments and Central Offices
Monday, March 6, 4p – 5p

Concurrent Session: Communicating Effectively with PIs
Tuesday, March 7, 1p – 2:15p

Workshop WS09: Preaward Basics and Best Practices
Wednesday, March 8, 1p – 4:30p

Connect with Kathleen
Contact Kathleen

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Liliana Keany, MBA 
Senior Consultant

Liliana Keany has 13 years of higher education experience with a core focus in costing and sponsored research administration. Liliana has worked at Princeton University, Rutgers University, and Steven Institute of Technology. Her current collaborators include Yale University, Boston Children’s Hospital, Albert Einstein College of Medicine, and Memorial-Sloan Kettering. Her favorite thing about working in the industry is the connections she makes to her clients and seeing the behind the scenes of university financials. Liliana enjoys spending time with her husband, her two kids, and her pets. She enjoys engaging in volunteer efforts in her hometown areas. 

Concurrent Session: Differences Between the F&A Regulations for Institutions of Higher Education, Research Institutes and Hospitals and Maximizing F&A Reimbursement
Tuesday, March 7, 2:45p – 3:45p

Connect with Liliana

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Paige Robinson, CRA
Associate 

Paige Robinson serves as a post-award management resource and consultant for the Seattle Children’s Therapeutics finance team where she assists with special projects, budget projections, forecasting and monitoring collections and expenditures against budgets. She’s responsible for transfers and reconciliation, new budget setup, and provides reporting and analysis. Before her role with Attain Partners, she spent more than 18 years at Vanderbilt University as Administrative Officer and at Vanderbilt University Medical Center as a pre-award specialist and Grant Manager. She also served on the VPRAD Research Certification Advisory Board along with the roles of committee chair, speaker, and mentor. Paige obtained her CRA in 2009 and currently serves as 2022-2024 RACC Vice Chair of the Item Review Committee and continues membership and volunteer activities with NCURA. Since 2003, she has served as Chair and member for Region III Philanthropy Committee (2013-2015), Volunteer Coordinator Committee, Region III Chair of Membership and Awards Committee (2010-2011) Speaker/Co-Speaker NCURA Region III meetings (2008, 2010-11) and NCURA Annual meetings (2008, 2010, 2012). She has also held membership with the Society of Research Administration (SRA). 

Concurrent Session: Jumpin into Career Overdrive? Keep Out of the Danger Zone
Tuesday, March 7, 1p – 2:15p

Connect with Paige
Contact Paige

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Susan Wyatt Sedwick, PhD, CRA, CSM
Senior Consulting Specialist 

Dr. Susan Wyatt Sedwick joined Attain Partners when she retired in 2015 as an associate vice president for research and director of the Office of Sponsored Projects at The University of Texas at Austin, where she was responsible for both pre- and post-award financial administration units and export controls compliance. She received her Ph.D. in Higher Education Administration from Texas A&M University and is a Certified Research Administrator (CRA). She is an adjunct professor for the masters of research administration program at Johns Hopkins University and has held previous academic appointments as a clinical professor in the Department of Educational Administration for the Higher Education Administration Program at The University of Texas at Austin and as an adjunct professor for Rush University in Chicago and The University of Oklahoma, Norman. Dr. Sedwick is a frequent speaker on the topic of science and security, export controls as they apply to universities, improper influence, human capital development, and strategic planning. She has authored numerous publications, including the chapter on export controls included in the NCURA/AIS publication, Sponsored Research Administration: A Guide to Effective Strategies and Recommended Practices, and served as the lead author of the SRAI LevelUp micro-credentialing module on Award Acceptance and Negotiation. 

She is a graduate of Leadership Texas, a past trustee for the Texas A&M University-Kingsville Foundation, and founding president of the FDP Foundation. She is co-chair of the National Science Foundation Business and Operations Advisory Committee. She was recognized as the 2012-2013 distinguished alumnae by the Texas A&M University-Kingsville Dick and Mary Lewis Kleberg College of Agriculture, Natural Resources and Human Sciences Hall of Honor. 

Workshop SF15: Transformational Leadership and Transitional Management in Tumultuous Times
Wednesday, March 8, 1p – 4:30p

Connect with Susan
Contact Susan

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Courtney Swaney, MPA, CRA
Manager 

Courtney Swaney, MPA, CRA is a Manager for Attain Partners with almost 20 years of experience in research administration. She specializes in leadership and management of sponsored projects teams, pre-award, and electronic Research Administration (eRA). She has been an NCURA member since 2003 and has served as Region V Treasurer and on the Region V Mustang Mentoring Program Committee. 

Concurrent Session: Managing a Departmental Team in a Remote or Hybrid Environment
Tuesday, March 7, 8:15a – 9:45a

Connect with Courtney

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Shacey Temperly 
Senior Manager

Shacey Temperly is an experienced research administrator who specializes in procedural, system, and control analyses to create operational and financial efficiencies. She has provided various organizational redesign and business process improvement services for not-for-profit and higher education clients. 

Concurrent Session: Improving Post-Award Processes After Implementing an ERP
Monday, March 6, 2:45p – 3:45p

Connect with Shacey

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Emerging Issues Related to Facilities and Operations

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Attain Partners takes pride in keeping our clients and the community informed on current issues across the research administration realm. During a recent presentation at the iSRA Financial Management Conference, we discussed some of the emerging issues related to facilities and operations including the current landscape, how space decisions impact future Facilities and Administrative (F&A) recovery, building depreciation and interest, operations and maintenance (O&M), and the treatment of rebates.

As institutions transition to the new economic and regulatory market, there are various ways to create greater efficiency and improve margins in the research administration area.

The Current Landscape

The Great Resignation/retirement has impacted the four regional Cost Allocation Services (CAS) offices, which negotiate fringe benefits and F&A rates for colleges and universities. Short staffing continues to cause delays in the review and negotiation process.  

Covid has changed how and when people work, impacting the F&A review process. Institutions are now conducting all aspects of space surveys remotely including training staff and Q&A review. CAS is also conducting virtual site visits to review space and equipment in place of traditional in-person site visits. 

Space Decisions Impacting Future F&A Recovery

Space functional usage statistics drive the allocation of facilities-related costs, including building depreciation, equipment depreciation, interest expense, and operations and maintenance. Performing an accurate, well-documented space study is the first and most critical step toward ensuring the fullest recovery of costs associated with your institution’s sponsored programs.

When making space decisions, consider:

  • Why is assigning the correct space classification important for F&A recovery?
  • What impact has remote/hybrid work had on space functionalization?
  • Why is identifying occupants for lab areas critically important for the space study and F&A recovery?
  • How can my organization determine efficient use of research space that will maximize F&A recovery?
  • What incentives can our institution employ to increase our effective F&A recovery rate?

Attain Partners employs AttainSpace, a web-enabled tool to compile, update, review, and retrieve the data necessary to generate a precise and comprehensive space study. AttainSpace also reduces the Federal compliance burden by facilitating rapid and accurate information collection and reporting capabilities. Contact us to learn more.

Building Depreciation and Interest

Implementing space productivity analyses for research programs, evaluating facilities and capital planning, and/or recovering as much cost as possible from the F&A function can help create greater efficiency and improve margins.

When looking at building depreciation and interest, consider:

  • What can be done prior to the base year to ensure your depreciation component of the F&A rate is maximized?
  • Does it make sense to debt finance a new research building?

Operations and Maintenance

As more jobs move to computational and remote, operations and maintenance (O&M) costs have shifted dramatically. When building O&M pools it is important to search for O&M type costs that are not naturally assigned to an O&M pool. 

In reviewing your O&M costs, consider:

  • Where can you find O&M costs that may be hidden in your financial accounting system?
  • What are IT infrastructure and IT security costs?  How can they impact my F&A rate?

Treatment of Rebates

Treatment of rebates has become a focus of the federal government in recent years.  Historically institutions treated rebates they received from vendors as an offset to O&M costs in the F&A proposal.  Recent audits by Office of Inspector General (OIG) have resulted in this method of treatment being discontinued, favoring rebates that offset the costs of the award that generated the rebate. 

When looking at your institution’s treatment of rebates, consider:

  • Why has the treatment of rebates changed?
  • How do I determine the amount of rebates due to the federal government?
  • What are my options for ensuring the government gets its fair share?

When to Enlist Expert Support and How Attain Partners Can Help

If you see any of these issues emerging at your institution, it is time to consider F&A reimbursement and compliance management. Attain Partners’ skilled professionals bring over 30 years of experience and expertise in executing the complex process of preparing, submitting, and negotiating F&A cost recovery proposals with the Federal government and other program sponsors.

Our team has unmatched experience in:

  • Implementing industry best practices
  • Reviewing, deploying, and applying costing methodologies
  • Interpreting the dynamic regulatory environment that affects cost recovery rates

Attain Partners can help your institution identify issues and their impact, strategically plan tactical improvements, implement AttainSpace, prepare F&A cost proposals, and negotiate F&A rates to increase your margins and improve efficiency.

If you have questions about any of these issues or other F&A related topics, please reach out. Contact us now for more information.

About the Author

Mr. Bill Lambert is a Specialist Leader in the Research Enterprise Services practice of Attain Partners. Prior to joining Attain Partners in January 2022, he had over 25 years of experience in research administration, management, and leadership at Emory University. He is an experienced university research administrator focused on strategic planning, collaborative problem solving, and all aspects of financial research administration including award management, closeouts, effort reporting, service center rate review and approval, shared service center implementation, fringe benefit rate development and negotiation, equipment inventory management, policy development and implementation, and F&A rate development and negotiation for the National Primate Center and University.  He has leadership role experience in both school/departments settings and central administrative offices.

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