The University of Delaware looked at other institutions and there wasn't one that met their needs. There are tellers in the front of the house and back office specialists. You can Tour their center on the web. They have Kiosks, terminals to allow students to see their own records, and voice activated phone. Students want to do it themselves.
Generalists help students, like a teller.
Banks state that they want to provide service in the way the individual wants to transact services. The University rises or falls on the front line. Where do I take a shower, I just got in town, etc. The center is a fun place, they decorate at holidays. Management states that the tellers are the absolute most important administrative people at the University.