Physical barriers such as bullet-proof glass have been removed so that students and staff can hear each other and so that staff can easily consult with each other. Because the queue is further away from the point of service, students have greater privacy when they discuss personal matters with university staff. The larger, more open space is inviting to students and appealing to staff, who on occasion have taken an active role in decorating it. Improved technology such as videotaped transactions has improved security and the sense of safety for the cashiers. Enriched the jobs of university staff.
Individual jobs have greater scope because of cross-training in several subject areas.
As they train themselves and each other, the SSC staff have created an active learning environment that takes better advantage of the knowledge and experience that individuals bring to their jobs. By permitting SSC staff to see how requirements, practices and policies from several departments impact a specific student, the staff's roles have shifted from enforcing rules to a more professional one of serving student needs. By engaging SSC staff in self-management, each person is able to see more clearly how their individual contribution affects the service that SSC as a whole provides. Was a visible design and delivery success for PUUC in the area of organizational change. People from many different constituencies felt that their ideas and concerns were considered in the design and development of the SSC, creating a sense of ownership and pride that the New Urban University concept could be implemented.