1. What Works Conference 2017 Jackie Cooper – Project Manager
UCLan and Starfish
What Works Conference 2017
Jackie Cooper – Project Manager

2. Background
UCLan’s Student First programme was a cultural change initiative designed to make UCLan a better place to work, study and do business. A business case for a student relationship management system was approved.

3. Drivers/Objectives 1 4 2 5 3 6 Improve retention Improve processes
Across Colleges/Schools
Workflow management, self-service, task assignment and follow up 2
Identification of students at risk 5
Improve collaboration
Based on data, attendance, engagement factors and predictive analytics
University-wide – academics and support staff working together
Dashboards
Appointment booking 3 6
Student information in one place
Provide tool for staff to make appointments with students

4. Project Start-Up Project scope and goals defined
Project Governance in place
Project Board established
Cross functional Project Team
Academic User Group
Requirements gathered
Research on potential Suppliers
University visits
Business analysis
Tender process
Award contract to Hobsons!

5. What did we deliver through Starfish?
Dashboards for staff containing Student information all in one place:- eg. Course details, Grades, Attendance, Personal details, Risk indicator
View students by Course/Module/Academic Advisor
Alerts identifying students needing support
Raise an attendance or engagement concern
Easily contact individuals or groups of students
Track student performance
Create actions for students
Refer students to Services for further help
Publish office hours, allow students to book appointments
Capture outcomes from meetings
Students can self-refer or request help
Services can publish their opening hours with a link to more information

6. What were the outcomes? Starfish feature Usage
Office hours blocks created
>4,800
Appointments booked
> 9,500
Flags/Alerts, Referrals, To Dos and Achievements raised:
- System raised flags
- Manually raised flags
>214,000
> 5,500
Notes documented
>59,000

7. Feedback and Lessons Learned
What Went Well:
Important to keep the scope tight/no scope creep
Wide Stakeholder engagement
Comms/publicity – on plasma screens, posters,
Regular project team meetings – great teamwork
Regular contact with the Supplier
Planned/timetabled well and delivered on time
User groups working together to understand the bigger picture/how services and schools work
Sharing knowledge across University; building relationships across Schools/Services
Having support page with all relevant material
Engaging with Trainers, provision of training
What hindered/could have been better:
Quality of data from Banner (Student record system)
Managing/setting user expectations
Deploying authentication
Lack of expertise in the core project team on related systems, eg. Banner
Timing of pilot
Staff engagement challenging
Lack of message/directive reinforcing compulsory use of system
Some Services had ever changing requirements

8. Project Status and Next Phase
System Live and in use across all Schools (Preston campus only)
Used by core Support Services
Scope of Phase 2 agreed with Steering Group
Starfish User Groups meeting monthly
Project Team working on Phase 2
Phase 2 includes:
Predictive analytics
Kiosk facility in the <i>
Dissertations Supervisors
Research students appointment capture
Expand to other campuses
Align with attendance/engagement monitoring policy