Student Information Desk Staff Briefing Sessions – March/April 2017

What we’re covering Background Student Information Desk (SID) How will SID help Leicester? Implementation Questions

1. Background

Student Services Centre Launched 12 September Co-location of: Career Development Service Registry & Fees Payment Student Support Services Creation of 17 new appointment rooms

The Student Services Centre Career Development Service Student Welfare AccessAbility Student Services Centre Remaining outside the centre Student Counselling Ed Unit Registry Unitemps Fees payment Accommodation

Focus on student experience Ease of access for students Increase visibility of services

43,764 How many face-to-face enquiries do you think students have made this academic year?

Project Brief: Access Student Services The project will deliver improvements across key student services within the Student Services Centre (SSC), including Careers Development Service (CDS), Student Support Services, AccessAbility, Registry and Fees Payment. Make it easier for all types of student to find information about these services, as well as accessing the services themselves. The project will also help to ensure that all student enquiries are dealt with in a more consistent, personal and efficient manner. This project has been formed following a merger of the original Access to Student Support Services and Enquiry Management projects.

2. Student Information Desk (SID)

The technology behind SID was first established in HE with 38 institutions subscribed to the platform

What will SID do? We will be rolling version 6.1 of SID and the following components will be included as a minimum: Enquiry Management Diary Management Case Management FAQs

What will SID do? Component Features Enquiry Management Students can create an enquiry on the web, track progress and communicate with helpdesk staff. Enquiries automatically allocated to the appropriate team. A “Respond By” tool allows alerts to be sent to support staff to ensure cases progress as expected. Diary Management Frontline staff can book support staff on to specific time slots to meet students. Email confirmation is sent to both staff and clients. Case Management Counsellors can create private case notes and upload files concerning students they are supporting and log correspondence with external organisations. FAQs Searchable database for common enquiries or recurring issues. Relevant FAQs presented when students select an enquiry category. FAQs can be emailed to and published at specific dates around your calendar. Each FAQ can be rated by enquirers to help highlight things that need updating

3. How will SID help Leicester?

Our Strategic Plan…

Retention… Source: P.50, Student Resilience: Unite Students Resilience Report (2016)

Responding to factors that impact the Student Experience… Drivers… This means… Growth Student numbers Demand from students Expectations Access Simplification Better information 24/7 to online services Efficiencies Not having multiple systems Saving staff time Self-service Data Reporting Understanding demand Understanding impact

What engagement looks like… Service Student Numbers Registry & Fees Payment 21,631 Career Development Service 10,718 Student Support Services 11,415 Total 43,764

Other benefits… Provide a holistic view of student welfare and manage long term issues with the SID Case Management component. Never duplicate responses to customer queries – all authorised staff can see all queries logged by a customer and any progress. Track and monitor all customer queries to understand how the university is meeting their needs. Manage all enquiries from dashboards and reports. Utilise specialist staff resources such as Advisors and Counsellors better with the Diary Management system.

4. Implementation

Approach Process Design Understanding how services’ processes work and how they should be developed in line with needs. Process Validation Understanding how different processes work and how they may need to be developed. Proof of Concept Testing the process design with teams and testing SID to see if it works with the way we plan to operate. Configuration Work to ensure that SID is set-up according to the way we plan to operate. Testing Before roll-out in September, testing will take place in June 2017.

Key points SID will affect all services operating in the Student Services Centre. All teams have been consulted in this process and over 25 staff members from across these teams have been directly involved in the approach. SID will be implemented by September 2017 Standardising policies and processes within the SSC and implementing SID support these improvements will allow students 24/7 access to on-line services but also benefit staff…

Staff benefits… Standardising policies and processes will help simplify the way we work and support each other. We can better monitor student engagement and plan delivery accordingly. The ability to better track our engagement and impact with students will help inform our priorities and ways of working. Streamlining our reporting. Automated reporting will make it simpler to respond to regular information requests.

5. Questions

Contact details Team Member Details Raj Patel Associate Director, Student Experience t: +44 (0)116 252 5011 e: rajesh.patel@le.ac.uk Jon Gunnell Business Project Manager, Student Lifecycle Change Programme t: +44 (0)116 229 7831 e: jon.gunnell@leicester.ac.uk Bronia Sledz Student Services Centre Manager, Student Experience t: +44 (0)116 252 5090 e: bss13@leicester.ac.uk

Service leads Name Area E-mail Nilesh Kavia Career Development Consultant Career Development Service nilesh.kavia@leicester.ac.uk Michael Macbean Head of Counselling and Wellbeing Counselling jmcm2@leicester.ac.uk Janet Akhtiary Student Immigration Adviser Welfare ja374@leicester.ac.uk Paula Dobrowolski Head of Service Accessibility pbd1@le.ac.uk Sarah Enoch-Maynard Finance Administrator Income Collection sme6@leicester.ac.uk