The multiple crises of 2020–21 have presented both challenges and opportunities for change in four-year residential colleges and universities. Evidence indicates that the historic structure of administrative and student services is increasingly mismatched to the needs of a diverse and stressed student body born in a digital age. Inspired by his leadership in a university-wide initiative that focused on how students' interactions with both academic and professional staff affect their success and well-being, Scott A. Bass presents fresh insights on the inner workings of traditional nonprofit four-year degree residential institutions. The book describes the influences of history, tradition, and internal and external pressures on the American university, highlighting its evolution to its staid and fragmented structure; it distills voices of students, faculty, and staff; and it explores how successful organizations outside of higher education deliver services, with potential applicability for the academy's ability to meet students where they are.

Finalist, 2023 PROSE Education Theory and Practice Award, Association of American Publishers

‘The book focuses on a critical area of challenge in American higher education – the effectiveness of university service systems, and the relationship between systems and the levels of academic success and student well-being. University leaders, scholars, and policymakers will find it helpful as we navigate the post-pandemic world in higher education.’

Freeman Hrabowski, III - President of the University of Maryland, Baltimore County

‘Based on his exemplary university experience transforming administrative functions vital to student success, Scott Bass provides a timely blueprint on how to create a more student-centered university. With data and examples, he presents a sobering yet optimistic analysis of how and why we need to better support our students.’

Lisa M. Lynch - former Provost and Interim President, Brandeis University

‘Scott Bass’ new book argues that American colleges and universities need to fundamentally rethink the way they interact with their students. Drawing on a comprehensive review of research on the student experience supplemented by insights gained from his work as Provost of American University, Bass provides a holistic conception of what a student-centered university should look like.’

Richard M. Freeland - past President of Northeastern University and former Commissioner of Higher Education of Massachusetts

‘Scott Bass reminds us that student well-being is at the heart of the academic mission, and that our administrative structures and processes must align with this goal. Academic leaders at every level should pay attention.’

Geoffrey Cox - Senior Associate Dean for Finance and Administration, Graduate School of Education, Stanford University