1. Student Information Desk
Staff Briefing Sessions – March/April 2017

2. What we’re covering Background Student Information Desk (SID)
How will SID help Leicester?
Implementation
Questions

3. 1. Background

4. Student Services Centre
Launched 12 September
Co-location of:
Career Development Service
Registry & Fees Payment
Student Support Services
Creation of 17 new appointment rooms

5. The Student Services Centre
Career Development Service
Student Welfare
AccessAbility
Student
Services
Centre
Remaining outside the centre
Student Counselling
Ed Unit
Registry
Unitemps
Fees payment
Accommodation

6. Focus on student experience
Ease of access for students
Increase visibility of services

7. 43,764
How many face-to-face enquiries do you think students have made this academic year?

8. Project Brief: Access Student Services
The project will deliver improvements across key student services within the Student Services Centre (SSC), including Careers Development Service (CDS), Student Support Services, AccessAbility, Registry and Fees Payment.
Make it easier for all types of student to find information about these services, as well as accessing the services themselves.
The project will also help to ensure that all student enquiries are dealt with in a more consistent, personal and efficient manner.
This project has been formed following a merger of the original Access to Student Support Services and Enquiry Management projects.

9. 2. Student Information Desk (SID)

10. The technology behind SID was first established in HE with 38 institutions subscribed to the platform

11. What will SID do?
We will be rolling version 6.1 of SID and the following components will be included as a minimum:
Enquiry Management
Diary Management
Case Management
FAQs

12. What will SID do? Component Features Enquiry Management
Students can create an enquiry on the web, track progress and communicate with helpdesk staff.
Enquiries automatically allocated to the appropriate team.
A “Respond By” tool allows alerts to be sent to support staff to ensure cases progress as expected.
Diary Management
Frontline staff can book support staff on to specific time slots to meet students.
confirmation is sent to both staff and clients.
Case Management
Counsellors can create private case notes and upload files concerning students they are supporting and log correspondence with external organisations.
FAQs
Searchable database for common enquiries or recurring issues.
Relevant FAQs presented when students select an enquiry category.
FAQs can be ed to and published at specific dates around your calendar.
Each FAQ can be rated by enquirers to help highlight things that need updating

13. 3. How will SID help Leicester?

14. Our Strategic Plan…

15. Retention…
Source: P.50, Student Resilience: Unite Students Resilience Report (2016)

16. Responding to factors that impact the Student Experience…
Drivers…
This means…
Growth
Student numbers
Demand from students
Expectations
Access
Simplification
Better information
24/7 to online services
Efficiencies
Not having multiple systems
Saving staff time
Self-service
Data
Reporting
Understanding demand
Understanding impact

17. What engagement looks like…
Service
Student Numbers
Registry & Fees Payment
21,631
Career Development Service
10,718
Student Support Services
11,415
Total
43,764

18. Other benefits…
Provide a holistic view of student welfare and manage long term issues with the SID Case Management component.
Never duplicate responses to customer queries – all authorised staff can see all queries logged by a customer and any progress.
Track and monitor all customer queries to understand how the university is meeting their needs.
Manage all enquiries from dashboards and reports.
Utilise specialist staff resources such as Advisors and Counsellors better with the Diary Management system.

19. 4. Implementation

20. Approach
Process Design
Understanding how services’ processes work and how they should be developed in line with needs.
Process Validation
Understanding how different processes work and how they may need to be developed.
Proof of Concept
Testing the process design with teams and testing SID to see if it works with the way we plan to operate.
Configuration
Work to ensure that SID is set-up according to the way we plan to operate.
Testing
Before roll-out in September, testing will take place in June 2017.

21. Key points
SID will affect all services operating in the Student Services Centre.
All teams have been consulted in this process and over 25 staff members from across these teams have been directly involved in the approach.
SID will be implemented by September 2017
Standardising policies and processes within the SSC and implementing SID support these improvements will allow students 24/7 access to on-line services but also benefit staff…

22. Staff benefits…
Standardising policies and processes will help simplify the way we work and support each other.
We can better monitor student engagement and plan delivery accordingly.
The ability to better track our engagement and impact with students will help inform our priorities and ways of working.
Streamlining our reporting.
Automated reporting will make it simpler to respond to regular information requests.

23. 5. Questions

24. Contact details Team Member Details Raj Patel
Associate Director, Student Experience
t: +44 (0) e:
Jon Gunnell
Business Project Manager, Student Lifecycle Change Programme
t: +44 (0) e:
Bronia Sledz
Student Services Centre Manager, Student Experience
t: +44 (0) e:

25. Service leads Name Area E-mail Nilesh Kavia
Career Development Consultant
Career Development Service
Michael Macbean
Head of Counselling and Wellbeing
Counselling
Janet Akhtiary
Student Immigration Adviser
Welfare
Paula Dobrowolski
Head of Service
Accessibility
Sarah Enoch-Maynard
Finance Administrator
Income Collection