Introduction to Service Design

Room B102

10.30am – 11.00am Refreshments and Networking

Room B116

11.00am – 11.15am Introduction 11.15am – 12.15pm Blueprinting and Other Techniques 12.15pm – 1.00pm The DERBI Approach to Service Design

Room B102

1.00pm – 1.45pm Lunch 1.45pm – 2.30pm Practical Session on Service Mapping 2.30pm – 3.15pm Smoothing the Service 3.15pm – 3.30pm Discussion and Close

JISC - Student Lifecycle Relationship Management

THE DERBI EXPERIENCE

Sue Morrison, Jean Mutton & Rachel Crane

Background to the project

• Right place, right time • Student experience strategy in place 2006 – Feedback campaigns/enrolment survey/NSS – Putting students at the heart of what we do • Structure of the team • Consultant – expert in service design • Governance

Making the Map

• Workshops on theory of service design • Invited key stakeholders: – Student records and fees – Systems support – Finance – Admissions – Faculties • Focus groups

First Draft

• Lots of post-it notes and blutac!

• Looking beyond and linking up the silos • Presented a blueprint using mapping tool - Visio • Tested it out with key stakeholders • Iterative process • Focussed on 1 st year UG Joint Honours

Acronym Key:

SAS:

Support and Advisory Service

ALF:

Access to Learning Fund

DSRL:

Derby Student Residential Ltd

QED:

Quality Enhancement Department

SRF:

Student Records & Fees

SSSD:

Student Systems Support & Development

Stage

Open day Application Receive Offer Visit Day Acceptance 1 day Up to 5 days 1 day 24 hours

Participants

Admissions, faculty and marketing staff Student and families, SAS, ALF and Bursary, DSRL, Finance UCAS, Admissions, International office, faculties, Careers centre UCAS, admissions, Careers centre, faculties, Internationa l office Admissions, Faculties, Marketing, Student and families, SAS, ALF and Bursary, DSRL UCAS, admissions

Tangiable/ Intangiable evidence

Website, prospectus, email, phone call, letters Website, paper form, in person/ phone/letter/ email contact Online, paper form Website, prospectus, email, phone call, letters Online, paper form Confirm place via UCAS Invite to join Uni UCAS admissions, (DSRL) Faculties/ Admissions Online, paper form Letters/ Joining instructions

Blueprint for current enrolment Version 2 – 06/11/09

Pg 1 of 2 NO Invitation to online enrol Student views enrolment pages and enrols online End of August From end of August – late September Faculties, admissions, SRF, OLDL team SRF Problem with OLE YES Problem resolved?

YES Completion of online enrolment SRF NO Halls/ Accommodation Last weekend in September 1 st day of Semester DSRL, Finance (students can pay here for enrolment) Arrival: On campus Bus driver, gate keeper, security Website Website info for guidance Email/ phone/ counter support – SSE and Student drops out of OLE – Has to SSE on campus Website and email Car parking, Uni bus, directions, signposting, gatehouse greet, exterior of building and campus groups

Back Office Support

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Line of visibility

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Invitations, dates and times agreed, marketing event QED, Programme structure, codes, marketing, open days, information provided, programme team, creating curriculum, validation, VARSP, faculty, admissions, input into UCAS, online applications, UCAS, requirements of entry Admissions, programme team schedule interviews, send letters, contact student, review application against entry requirements, put in offer/ reject into UCAS system, email student offer Invitations, dates and times agreed, marketing event Admissions email acceptance of place, student accepts place Results received from UCAS, admissions results compared to offers, admissions email confirm place to student, Produce faculty and programme specific letters Admissions Matriculate Admissions, SRF, SSSD UCAS, Admissions, PeopleSoft, Clearing, mass matriculation and term activation, fees build SRF and faculties update website in regards to enrolment/ inductions/ specific information, FPL have their own process/ web pages Auditing Email/ phone support Module information available online SYSTEMS Enrolment schedule and staff training, rooming, faculty communicati on, IT support Safe and secure environment, maintenance of exterior/ grounds, bus service, other information PeopleSoft Students RMS Admissions

Stage

Arrival: In building 20 mins

Participants

Staff on stands, reception, student ambassa dors, staff with name tags 1 st Faculty Session 1 hour – 1 day Programme leader, related staff University central Induction 1-2hours Central services, ambassadors, programme leaders, Student Union, SET Academic Counselling 15 mins average Programme leader, module leader, academic counsellor Meet and Greet 1 min Enrolment staff

Blueprint for current enrolment Version 2 – 06/11/09

Are you a 1 st student?

year No Finance Department Yes Payments sorted Are you a debtor?

Yes Completed OLE?

No Self - Service Yes Registration Desk No 15 mins 2 mins Enrolment/ Admissions staff Enrolment staff Confirmation of Enrolment ID Cards 5 mins Enrolment staff/ Finance 5 mins Student Support centre staff Pg 2 of 2 Student receives enrolment completion email Within 24 hours SRF

Tangiable/ Intangiable evidence

Signposting, faculty stands, directions, catering, toilets, shops, greeters, welcome messages, members of staff, cleanliness, interior of building, décor, attitude, knowledge, visibility/access to staff, physical accessibility, flags Greeter, running of session, schedule of session, module choices, programme handbooks, appearance of staff, knowledge, attitude, visibility/access to staff Talks about services, such as library, careers office, campus tours, social inductions, attitude, knowledge, appearance of staff, visibility/ access to staff Completion of module selection, guidance on module choices, programme overview, qualification check, programmes and module available, APL, attitude, knowledge, appearance of staff, visibility/ access to staff Welcome, directions, map of stages, Q+A, attitude, knowledge, appearance of staff, visibility/ access to staff Print out of ID number and password Accept regulations, equipment availability, system availability, helpful staff to support, module selection form signed, password reset access, programme/ modules available to meet expectations. Checking data: curriculum, fees, personal, SSN, fee documentation, ID photo for new students, validation of fee documentation, APL, fee payment if applicible Check COA complete, issue card, Student Handbook and diary Confirmation email - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Line of visibility

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Back Office Support

Induction timetable, rooming, communicatio n with students, staff training, web info up to date and accessible Programme handbook, staff training/ briefing Timetabling, rooming, staff rotas, student communication, staff training/ briefing Staff training/ briefing Staff training/ briefing Matriculation, term activation, ID number sorted, staff understandin g of full process, DBA, IT specialists SYSTEMS PeopleSoft Students Curriculum build, notices and declaration, regulations approved and published, HESA coding and tables, drop down menus, correction of records/ admissions, fee build Info on ID cards, curriculum build, management info report, stats reports, APL, fee build ammendments NUS membership, library card, HESA, Blackboard accessibility, email set up Overnight automatic confirmation email, Unimail set up RMS Admissions END OF ENROLMENT PROCESS

Next steps

• Use feedback from surveys and focus groups of staff and students and other information to identify

key fail points

•

Simplify

the model and the process • Explore use of other mapping tools such as ArchiMate