What Works Conference 2017 Jackie Cooper – Project Manager UCLan and Starfish What Works Conference 2017 Jackie Cooper – Project Manager

Background UCLan’s Student First programme was a cultural change initiative designed to make UCLan a better place to work, study and do business. A business case for a student relationship management system was approved.

Drivers/Objectives 1 4 2 5 3 6 Improve retention Improve processes Across Colleges/Schools Workflow management, self-service, task assignment and follow up 2 Identification of students at risk 5 Improve collaboration Based on data, attendance, engagement factors and predictive analytics University-wide – academics and support staff working together Dashboards Appointment booking 3 6 Student information in one place Provide tool for staff to make appointments with students

Project Start-Up Project scope and goals defined Project Governance in place Project Board established Cross functional Project Team Academic User Group Requirements gathered Research on potential Suppliers University visits Business analysis Tender process Award contract to Hobsons!

What did we deliver through Starfish? Dashboards for staff containing Student information all in one place:- eg. Course details, Grades, Attendance, Personal details, Risk indicator View students by Course/Module/Academic Advisor Alerts identifying students needing support Raise an attendance or engagement concern Easily contact individuals or groups of students Track student performance Create actions for students Refer students to Services for further help Publish office hours, allow students to book appointments Capture outcomes from meetings Students can self-refer or request help Services can publish their opening hours with a link to more information

What were the outcomes? Starfish feature Usage Office hours blocks created >4,800 Appointments booked > 9,500 Flags/Alerts, Referrals, To Dos and Achievements raised: - System raised flags - Manually raised flags >214,000 > 5,500 Notes documented >59,000

Feedback and Lessons Learned What Went Well: Important to keep the scope tight/no scope creep Wide Stakeholder engagement Comms/publicity – on plasma screens, posters, Regular project team meetings – great teamwork Regular contact with the Supplier Planned/timetabled well and delivered on time User groups working together to understand the bigger picture/how services and schools work Sharing knowledge across University; building relationships across Schools/Services Having support page with all relevant material Engaging with Trainers, provision of training What hindered/could have been better: Quality of data from Banner (Student record system) Managing/setting user expectations Deploying authentication Lack of expertise in the core project team on related systems, eg. Banner Timing of pilot Staff engagement challenging Lack of message/directive reinforcing compulsory use of system Some Services had ever changing requirements

Project Status and Next Phase System Live and in use across all Schools (Preston campus only) Used by core Support Services Scope of Phase 2 agreed with Steering Group Starfish User Groups meeting monthly Project Team working on Phase 2 Phase 2 includes: Predictive analytics Kiosk facility in the <i> Dissertations Supervisors Research students appointment capture Expand to other campuses Align with attendance/engagement monitoring policy