This document outlines the steps necessary to develop computer-based student service programs that will improve service quality and alleviate the problems associated with staff shortages and heavy case loads. The analysis phase of the process entails that the project manager complete the following steps: (1) define the problem; (2) conduct a learner and environmental analysis; (3) define the scope of the project; (4) research funding sources; and (5) earn the support of key constituents (e.g., the information technology department, faculty, and administration). The next two phases of the program creation process include conducting a summative evaluation of the program content that is to be translated to a computer-based model, and to research existing computer models. Next is the design phase, which requires that project leaders (1) define objectives; (2) outline the structure; (3) develop assessment and evaluation procedures; (4) select instructional design strategies; (5) create a script/storyboard; and (6) create a design template. The final phases of the project include conducting a formative evaluation, continuing to research model programs, developing the program, and implementing the design. (RC)