Leading Process Change HoSA Conference 2018 ‘thinking outside the box’ kind of person – I like structure: rules and policy -> Admissions Being innovative - 2 things I’ve learned We can all agree that things are changing quite a bit in the Higher Education sector Student Administration collaborate with many departments of the University – we are the matter experts and it’s very much our role to lead change. The example I have is one of our entry programs at ACU: the EAPP Daphnee Devlin

Elite Athlete and Performer Program Leading Process Change Elite Athlete and Performer Program AUGUST – OCTOBER Applicants submit their EAPP form NOVEMBER 2 week turnaround Assessment of EAPP applications DECEMBER – FEBRUARY TAC offers are released DECEMBER - FEBRUARY EAPP Welcome email OR unsuccessful outcome USER EXPERIENCE: No contact between August – October and December – February Outcome given AFTER TAC Offer MISSED OPPORTUNITIES: applicant engagement + incentive to make ACU attractive PAIN POINT: Short turnaround time to assess hundreds of applications + obtain further documents/details if needed Backend process: too many steps, repetitive data entry – LEAN methodology HoSA Conference 2018 | Leading Process change| Daphnee Devlin

Elite Athlete and Performer Program Leading Process Change Elite Athlete and Performer Program Applications are ALWAYS kept OPEN Outcome email within 2 weeks of submission Late NOVEMBER SOFT close of applications Dec - Feb TAC Offer Timely applicant communication + Maximising engagement with potential students RESISTANCE to CHANGE is always to be expected | leadership comes in: communicating with impact: Alignment with bigger picture strategy Outlining how this has worked in other processes Identifying solution to pain points Teaching on missing skills/understanding Getting buy in from other stakeholders – sometimes you just need someone on your side HoSA Conference 2018 | Leading Process change| Daphnee Devlin

Elite Athlete and Performer Program Leading Process Change Elite Athlete and Performer Program Receives submissions Completes Assessment Emails EAPP outcomes EAPP team Receives successful Applicant details Processes TAC applications Admissions Receives unconditional TAC offers Applicants Minimising internal communications + Eliminating repetitive data entry = overall better service delivery CONCLUSION: Leading process change is about changing mindsets LEAN methodology: making processes efficient. Going back to the why Change is a constant - Being innovative: it can be learned + it’s a team effort. HoSA Conference 2018 | Leading Process change| Daphnee Devlin