Seven into one does go – just! The creation of a one-stop shop for student services at Murdoch University David Macey, Franklin White, & Darren Munday
A common story Prospective Students Centre (new domestic) International Students Centre (new & current) External Studies Graduate Centre Fees, Cashiers and Parking (everybody) Faculty Student Administration (current) Open Universities Australia
Our students & staff got very fit!
Fitness in detail PSAC International Faculty Admin External Studies Cashiers OUA Graduate Centre
What we wanted Somewhere to handle all enquires Had to be: Central – stop sending students everywhere – conflicting info Friendly for those waiting Within existing building With fewer staff (usual directive)
Did we test the thoughts? YES and NO! Everyone asked wanted a one stop shop But staffed with hundreds of staff to deal with “my personal query, instantly, every time, however vague, and be the same person to be there every time I dropped in!”
How we designed it Met the designers lots and discussed what we wanted before we started Saw the prelim “feel” illustrations Saw the initial designs Saw similar projects (BankWest, ECU, Medibank) Lots of staff additional input Saw and approved the final designs Tested the furniture
“Look” & “Feel” design briefs
Final design drawings
What we built: The Student Centre
Where is it? The Student Centre
Queuing system
Multiple touch screens
Program for certain times
Led to certain counters
What went with it MyMurdoch – already implemented – student portal RightNow – enquiries management system - take the load off direct enquiries
Internally
Externally
When we wanted to move Anytime but the height of admissions When we moved Mid December - the height of admissions
What happened – Go live? CHAOS! Our academic staff withheld results – current student re-enrolment was late, graduations were late, new enrolments were thus under enormous pressure! Everything fell onto The Student Centre We were also responsible for everything that had not worked for the last 10 years
What happened – Go live? Very fast staff training! Idea of common knowledge/duties not really sustainable Needed call centre – which we still have Realised that data on visitors, calls etc. was rubbish
What were the numbers like? Put in diagrams of phone calls etc.
Parking alone
What were the phone calls like
Training and Rosters … Staff Training – the best way is to start early, and have short sessions with lots of repetition. Rosters – difficult without designated FoH staff due to other commitments of staff but it can be done. At the beginning of the process, ensure that staff are aware of any ‘changes’ to work practices so they can develop the correct mindset from the outset!
Some things to make the journey smoother … Listen and respect – open door policy Regular meetings – what do we do? Review and reward Make decisions Give opportunities for Staff Development
What we forgot - Lots of things! Signage was/is not right. Access to Back of House was not right Aircon shot cold air over certain staff Student’s head hit TV screen Discovered all things that staff had forgotten to tell us they did originally But basic design worked brilliantly!
What do we still need to do? Get over the problems that students still want to talk to the same person every time Work on the Silos – get everyone into the team Get everyone to use the technology Write procedures manuals for everything Get enough staff
It works! Students do not have to traipse all over campus We can answer many questions straight off We have stopped the “he said/she said” problems We have real data on what we do!
It you go this way – things to note Timing of “go live” Data is accurate on what the different sections do Lots of staff training – repeat sessions Turn on the technology before you move It does not necessarily save staff numbers Multitasking staff does not work as well as hoped Can bring on specialist staff instantly
We would love to set up a network of student centre managers – leave your card with us. Thanks very much! Questions?