Positioning Student Experience and Support November 2006

What do Student Services do? Student Services provide a range of student services designed to support students in achieving their learning objectives and enhance student outcomes. It also includes the provision of advice, support and consultancy services to staff in the teaching units in the identification and management of student issues.

3 Client Groups Students / external Teaching Units (Faculties) University - corporate

External Factors - Government Priorities / agendas Funding model (drives behaviour) Payment for results (LTPF) ROI – demonstration on value / contribution

External Factors - (Future) Students How do they live their lives? How do the buy / consume services? Who do they go to for advice and support? What are their expectations? How do they get what they need? How do they get information?

Internal Factors – your Uni What’s your agenda? What are the ‘big issues’ for your uni in the next 3-5 years? Is this an opportunity for Student Services, or a potential distraction? How will you demonstrate the value you add, at an exec or uni- wide level? How will you be confident that you are improving student outcomes? How are you using KPIs, benchmarking, etc, to prove the value of the outcomes?

Customers? Which ones to consider? Who is (are) your priority customer(s)? What’s your definition of the student experience? How do you communicate it? Map it? Dissect it? How do you determine the intervention points? Who do you share these models with?

Internal Structure - Inter-dependencies Some areas – clear and prime accountability Many areas – shared and /or unclear accountability Interdependencies with: (i) International offices (ii) Academic Development / Learning Services (iii) Faculties and Schools

What do you need? Sustain and create a dominant culture of client / student focus Developing Service Delivery Model Combines vision and pragmatism but grounded on the student as primary customer Change management implications Technology implications Executive voice, executive support

Student Support for the next 3 -5 years PREDICTION: No more 1:1, but 1:many Concentration on improving learning outcomes for students Partnership with range of external service providers – supplement menu of offerings, some user-pays Partnership with internal colleagues – Faculty staff, learning development, students, architects, etc Proactive intervention – through curriculum, through IT systems Multi channel delivery – learning is “anytime, anyplace” as should student support