1 Glasgow Conference 2004 Enhancing the Student Experience in Scottish Higher Education

2 A U T - A SNAPSHOT  New Zealand’s newest university (4 years old)  EFTS (24,000 students) including 2000 International EFTS » Multi cultural  9%New Zealand Maori  9%Pasifika  23%Asian  49%Pakeha/European  10%Other » New Zealand’s fastest growing University  6%-8% compound growth, last 10 years

3 A U T - STUDENT SERVICES COMPREHENSIVE AND INTEGRATED SERVICES, INCLUDING: Student Information Enrolment Student Support  Learning  Career  Pastoral Care / Specialist Support – Maori – Pasifika – International – Students with Disabilities  Financial

4 A U T - STUDENT SERVICES COMPREHENSIVE AND INTEGRATED SERVICES, INCLUDING: > Accommodation > Health – doctors, nurses, physio, dental > Counselling > Language > Employment and Job Search Student Records and Administration Graduation Student Life

5 A U T - STUDENT SERVICES SIGNIFICANT INVESTMENT Approximately $7m per annum (4% of University operating budget) 120 FTE Staffing > 60%student support > 25%student administration > 15%student life

6 A U T - STUDENT SERVICES SIGNIFICANT ACTIVITY Self reported use of services: Health and Counselling38% Career Services19% Learning Support20% Pasifika Support15% * Disability Support17% * Maori Support27% * Financial Services15% Student Information49% * Refers to students in this category

7 A U T - STUDENT SERVICES STRATEGIC APPROACH TO SERVICE DELIVERY STRATEGIC GOAL “To provide a comprehensive range of support services, administrative services and student experiences with the overall objectives of measuring student retention and success, and of enhancing the quality of the student experience.”

8 A U T - STUDENT SERVICES STRATEGIC APPROACH TO SERVICE DELIVERY IMPLEMENTATION STRATEGIES  FIRST YEAR EXPERIENCE  the underpinning organising framework  implemented 1996  front end load support for first year students  MONITORING AND INTERVENTION  to identify at risk first year students and to connect with appropriate support  UNIVERSITY-WIDE INDUCTION  STUDENT MENTORING PROGRAMME

9 SERVICE SUPPORT SERVICES  COMPLAINTS AND FEEDBACK  whole university  STUDENT EVALUATION OF SERVICES  whole university survey of services available  STUDENT FEEDBACK ON SERVICES  specific feedback on services as they are used  DATA COLLECTION AND ANALYSIS  common activities database integrated with Student Management System

10 THE HIGHER EDUCATION CONTEXT IN NEW ZEALAND BROAD BASED PARTICIPATION  Access encouraged for Maori, Pasifika, People with Disabilities INCREASING DIVERSITY UNCAPPED FUNDING CREDENTIAL INFLATION SHRINKING BASE OF GOVERNMENT FUNDING leading to:  Significant student fees  Vigorous competition for students STUDENTS AS CONSUMERS  Higher expectations  More litigious  Balancing work and lifestyle

11 THE CHALLENGE FOR TERTIARY PROVIDERS TO MAXIMISE RETENTION AND OPTIMISE SUCCESS THROUGH APPROPRIATE SERVICES AND SUPPORT WHY?  PUBLIC DUTY and RESPONSIBILITY as publicly funded institutions  ETHICAL RESPONSIBILITY given high opportunity cost of tertiary study  INTEGRAL TO QUALITY  GOOD BUSINESS SENSE  cheaper to retain than recruit  builds reputation and competitiveness

12 RETENTION AND SUCCESS - KEY ISSUES ISSUE 1 APPROPRIATE CHOICE OF PROGRAMME RESPONSEPROFESSIONAL CAREER SUPPORT

13 RETENTION AND SUCCESS - KEY ISSUES ISSUE 2 TRANSITION TO TERTIARY STUDY RESPONSE STUDENT INDUCTION

14 BEST PRACTICE STUDENT INDUCTION PREPARES STUDENTS FOR SUCCESS Includes: Clarifying expectations Opportunities to form new relationships Information and support Welcoming and connection Will: Be collaborative – central services and teachers/faculties Be promoted as essential Integrate social, skill assessment and development, and information Be multi-layered – meet divers needs Be staged : first day, first week, first month Focus on student awareness in the “captive” period

15 RETENTION AND SUCCESS – KEY ISSUES ISSUE 3 SUPPORT THROUGH THE TOUGH TIMES RESPONSE COMPREHENSIVE RANGE OF SUPPORT SERVICES

16 THE SUPPORT SERVICES PORTFOLIO Learning development Career development Health Counselling Pastoral care Financial Accommodation

17 BEST PRACTICE SUPPORT SERVICES Partnerships with faculties/teaching departments Integrated Respond to student needs and feedback Meet the needs of students as a whole being Are data driven Are delivered proactively Build student capability

18 RETENTION AND SUCCESS – KEY ISSUES ISSUE 4A HIGH QUALITY EXPERIENCE RESPONSECAMPUS LIFE INITIATIVES ATTENTION TO CUSTOMER SERVICE EFFECTIVE COMMUNICATION BEST PRACTICE ADMINISTRATION

19 BEST PRACTICES FOR ENHANCING THE STUDENT EXPERIENCE QUALITY LEARNING ENVIRONMENT  Social, recreational and study needs EXTRA CURRICULAR ACTIVITIES AND EVENTS  Purposeful, to meet diverse interests FIRST CLASS CUSTOMER SERVICE  Service culture – pervades planning, staff development and review  Students first  Needs/expectation driven  Regular feedback  Continuous improvement : benchmarked to the best FIRST CLASS COMMUNICATIONS  Full information  Regular  Multiple channels  Embrace technology  Seek feedback  Facilitate redress of concerns and complaints  Engage and involve

20 TWO CHALLENGES EVALUATE THE EFFECTIVENESS OF SERVICES EMBED STUDENT SUPPORT IN PROGRAMME DELIVERY

21 EVALUATING EFFECTIVENESS The use of this service contributed to success with my studies:  Health and Counselling 56% 14% 30%  Career Services 52% 16% 32%  Mentoring 32% 37% 31%  Learning Support 68% 10% 22%  Pasifika Support 69% 10% 21%  Disability Support 69% 7% 24%  Maori Support 70% 9% 21%  Financial Services 68% 15% 17%  Student Information 46% 17% 37% Attending Orientation assisted with my transition to University life 41% 23% 36% Agree Disagree No Response