1. Leading Process Change
HoSA Conference 2018
‘thinking outside the box’ kind of person – I like structure: rules and policy -> Admissions
Being innovative - 2 things I’ve learned
We can all agree that things are changing quite a bit in the Higher Education sector
Student Administration collaborate with many departments of the University – we are the matter experts and it’s very much our role to lead change.
The example I have is one of our entry programs at ACU: the EAPP
Daphnee Devlin

2. Elite Athlete and Performer Program
Leading Process Change
Elite Athlete and Performer Program
AUGUST – OCTOBER
Applicants submit their EAPP form
NOVEMBER
2 week turnaround
Assessment of EAPP applications
DECEMBER – FEBRUARY
TAC offers are released
DECEMBER - FEBRUARY
EAPP Welcome
OR unsuccessful outcome
USER EXPERIENCE: No contact between August – October and December – February
Outcome given AFTER TAC Offer
MISSED OPPORTUNITIES: applicant engagement + incentive to make ACU attractive
PAIN POINT: Short turnaround time to assess hundreds of applications + obtain further documents/details if needed
Backend process: too many steps, repetitive data entry – LEAN methodology
HoSA Conference 2018 | Leading Process change| Daphnee Devlin

3. Elite Athlete and Performer Program
Leading Process Change
Elite Athlete and Performer Program
Applications are ALWAYS kept OPEN
Outcome
within 2 weeks of submission
Late NOVEMBER
SOFT close of applications
Dec - Feb
TAC Offer
Timely applicant communication + Maximising engagement with potential students
RESISTANCE to CHANGE is always to be expected | leadership comes in: communicating with impact:
Alignment with bigger picture strategy
Outlining how this has worked in other processes
Identifying solution to pain points
Teaching on missing skills/understanding
Getting buy in from other stakeholders – sometimes you just need someone on your side
HoSA Conference 2018 | Leading Process change| Daphnee Devlin

4. Elite Athlete and Performer Program
Leading Process Change
Elite Athlete and Performer Program
Receives submissions
Completes Assessment
s EAPP outcomes
EAPP team
Receives successful Applicant details
Processes TAC applications
Admissions
Receives unconditional TAC offers
Applicants
Minimising internal communications + Eliminating repetitive data entry = overall better service delivery
CONCLUSION: Leading process change is about changing mindsets
LEAN methodology: making processes efficient.
Going back to the why
Change is a constant - Being innovative: it can be learned + it’s a team effort.
HoSA Conference 2018 | Leading Process change| Daphnee Devlin