1. HEIMS Data Collections Client Support Survey 2014

2. PROVIDERS & PEOPLE 20132014 VET DUAL HE PROVIDER TYPES 2013 VS 2014 HIGHER EDUCATION VETDUAL YOUR TIME IN YOUR ROLE YOUR RESPONSIBILITIES VET DUAL HE 1 YR OR LESS >1 TO 3 YRS >3 TO 5 YRS >5 OR MORE YOUR SELF-PERCEIVED SKILL LEVELS

3. BEST DAYS FOR YOU TO RECEIVE NEWSLETTERS 1.Mondays 2.Tuesdays 3.Wednesdays 4.Fridays 5.Thursdays CONTENT RATED BY USEFULNESS TO YOU 1.Reporting Reminders 2.System Changes 3.Policy Development 4.Reporting Tips & Issues 5.Training Opportunities NAVIGATION 2.7/4 READABILITY 2.9/4 CALENDARS 3.1/4 GLOSSARY 3.2/4 DATA ELEMENT DICTIONARY 3.2/4 OVERALL EFFECTIVENESS 2.8/4 EFFECTIVENESS LEVELS Ratings 1 – 4 (Very Ineffective to Very Effective) QUALITY 3.6/4 READABILITY 3.6/4 CONSISTENCY 3.1/4 FREQUENCY 3.5/4 RELEVANCY 3.6/4 SATISFACTION LEVELS Ratings 0 – 4 (Very Dissatisfied to Very Satisfied) OVERALL SATISFACTION 3.6/4 NEWSLETTERS HEIMSHELP VISIT FREQUENCY MAILCHIMP LIST GROWTH 2013 2014 GOOGLE POWERED SITE SEARCH USAGE 2014 – 20,739 67.3% YOUR TOOLKIT USAGE 44,791 page views of Toolkits in 2014 1.Reporting with HEPCAT 2.Revising your data 3.Validating your data 4.Verifying your data 31%

4. WEBINARS 3.2/4 VIDEOS 3/4 EFFECTIVENESS LEVELS Ratings 0 – 4 (Very Ineffective to Very Effective) FACE TO FACE 3.2/4 CUSTOMISED 3/4 OVERALL EFFECTIVENESS 3/4 TRAINING EVENTS 2014 # sessions # attendees WHERE DO YOU GO FOR HELP? 1.HEIMSHELP website 2.Client support email 3.Client support phone 4.Online training resources 5.Other resources BUILDS PROVIDER KNOWLEDGE 3.3/4 HELPFUL, POSITIVE ATTITUDE 3.5/4 KNOWLEDGEABLE TEAM 3.4/4 OVERALL SATISFACTION 3.3/4 SUPPORT / QUALITY FREQUENCY Ratings 0 – 4 (Never to Always) CLIENT SUPPORT ACCURACY 3.2/4 TIMELINESS 3.2/4 CLARITY 3.3/4 SUPPORT ENQUIRY TRAFFIC 2013 2014 +13% TRAINING 1.Reporting for new providers 2.Successful Reporting P1 3.Successful Reporting P2 4.Intro to VET FEE HELP 5.Reporting Completions Data 6.Reporting Staff Data 7.Validating your data 8.Student Concordance Sub 9.Reviewing your reported data 9444411312112 10.Revising your data 11.New Commencement Date Revision Subm 12.Simplifying verification 13.SELs 37 SESSIONS 13 TOPICS 1986 ATTENDEES

5. WORK COMPLETED Reporting and key dates calendars available in Google calendar, iCal and Outlook Scope documents consolidated and available via a “Download All” link on HEIMSHELP WORK UNDERWAY Short, friendly videos in production for HEIMSHELP resources and functionality Explore opportunities to provide more frequent group training sessions eNews articles of lasting value added to FAQs Development of HEIMS Client Support database to improve enquiry and knowledge management WORK PLANNED Review, restructuring of existing training resources, including  Videos focussed on managing errors  Videos for more advanced users and scenarios Enhancements to HEIMSHELP homepage RESPONSES TO SURVEY