Transcript Eradicating forms and queues

Building on Excellence
The part played by the development of a Student
Services Centre in delivering the University of
Glasgow’s strategy for students
Christine Lowther,
University of Glasgow, March 2007
University of Glasgow
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Founded in 1451
Research intensive university ranked 81st in world,
26th in Europe and 12th in UK
9 Faculties, including a Medical School
Annual turnover £291m
15,500 undergraduates and over 4,000
postgraduates
Administrative and management services grouped
into Divisions within University Services
Christine Lowther,
University of Glasgow, March 2007
Academic Planning and Student
Support Division
Largest Division in University Services –
All Student Support Services (except
Accommodation) plus Senate Office and Planning
Office.
The core objective of the Division is:
to provide outstanding, well integrated services for
students, staff and external customers, delivered
consistently from the perspective of the service
user
Christine Lowther,
University of Glasgow, March 2007
Challenges for student services
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Silo nature of service delivery
Poor accommodation
Services dispersed across campus
Lack of accessible information about services
Few on –line services
Resources allocated to core student services
reducing in real terms
Christine Lowther,
University of Glasgow, March 2007
Service improvements 2000-2005
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Student Information Desk
Restructuring of University Services to bring most
student support services into one Division
Refurbishment of accommodation for some
services - notably Student Disability Service
Development of WebSURF – web based
registration and records system for students
Co-ordination of Current Students webpages by
Student Information Desk Manager
Christine Lowther,
University of Glasgow, March 2007
Need for Step Change
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Improvements to date incremental and tactical
rather than strategic.
Increasingly competitive environment.
The growing diversity of the student body and
increasing numbers.
Prospective students and students expect online/self service to be available.
Face-to-face contact still important but cannot be
effectively provided with dispersed services.
Drive to deliver services as efficiently as possible –
demand for efficiency gains.
Christine Lowther,
University of Glasgow, March 2007
University of Glasgow Strategic
Planning Process
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2002- 2005 : major restructuring to achieve annual surplus
3% of total income on a recurring basis. Achieved through
voluntary severance, re-organisation of certain academic
activities and reductions in spend on University Services.
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New budget and planning process established in session
2005/06
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Planning process highly consultative , giving administrative
staff as well as academics the opportunity to contribute to
and influence the process.
Christine Lowther,
University of Glasgow, March 2007
Translating strategy into action
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The Hub – a 1960s building at the centre of campus lying
empty.
2005 Scottish Funding Council initiative to fund Learning
and Teaching Infrastructure projects.
Fresh approach to student support service delivery
recognised in the developing strategy for learning and
teaching, a key theme of which is recruitment and
retention.
These opportunities enabled us to develop case for
funding for the relocation and development of Student
Services providing a One Stop Shop.
Christine Lowther,
University of Glasgow, March 2007
Ist stage of Success
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Successful bid for funding to LTIF enabling go ahead
for preparation of a detailed and fully costed proposal
for Student Services Centre.
Hub identified as an ideal location and agreement given
in principle to relocate Student Services there – subject
to inclusion income generating catering and commercial
activity.
Enhancing the Student Experience is a key element in
the development of the new Learning and Teaching
Strategy.
Christine Lowther,
University of Glasgow, March 2007
University Strategic Plan:
Building on Excellence
Looking to 2010 the University of Glasgow will be:
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In the UK’s top 10 Universities and in the world’s
top 50 Universities.
An international leader in research across a broad
spectrum.
Renowned internationally for enquiry-led learning.
Recognised as a leading postgraduate University.
A University which attracts and retains the very
best staff.
Christine Lowther,
University of Glasgow, March 2007
A new Strategy for student
support
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Students will be part of an increasingly diverse
community of talented undergraduates and
postgraduates from a wide range of social, cultural
and national backgrounds.
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There will be effective support for students to
succeed, targeted to key transitional stages such as
starting to study, moving up a year and preparing
to leave University.
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New facilities for student support and social life
Christine Lowther,
University of Glasgow, March 2007
Student support at the hub of the
University
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The iconic Hub building, located at the heart of the
campus, is to be redeveloped to house a central “one stop
shop” which pulls together our wide range of student
services
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£9.5m development will provide a variety of student
services, coffee bars, food court, bookstore and medical
practice.
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Student needs are at the heart of the University’s strategy
and the exciting plans for the new Hub demonstrate this
commitment – an attractive contemporary development at
the heart of the campus.
Christine Lowther,
University of Glasgow, March 2007
Meeting Rooms
Christine Lowther,
University of Glasgow, March 2007
Hub Project Initiation
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University Court give go ahead for overall Hub
project – Oct 2005 to include Student Services,
Catering, a bookshop, GP Surgery and Pharmacy.
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Project initiation stage taken forward by Estates
and Buildings Service – a complex project
involving a range of clients.
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Progressing Committee established with
responsibility for delivery of overall project on time
and within budget.
Christine Lowther,
University of Glasgow, March 2007
Hub Project Initiation – Student
Services Project
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Workshops of Student Services staff and
student representatives developed ideas for
vision for student services in the Hub.
(October 2005)
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User Group including Heads of all Student
Services, Estates and Buildings Project
Officers and student representatives set up.
(January 2006).
Christine Lowther,
University of Glasgow, March 2007
Hub Project Initiation – Student
Services Project
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Approval for Project Manager to support
delivery of Student Services Centre in line
with overall Hub Project plan. (In post
October 2006).
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PM’s role includes working closely with
Estates and Buildings, architects, designers
as well as Student Services.
Christine Lowther,
University of Glasgow, March 2007
Project objectives
3 strands to delivery all of which are critical:
 Relocation and integration of the student
services moving to the Hub.
 Providing access to 100% of student services
through Student Services Centre (One Stop
Shop) and web based self service.
 Redesign of business processes to ensure
that they are focussed on the needs of
students.
Christine Lowther,
University of Glasgow, March 2007
Student Services Project Plan
Elements of the project plan:
 Student Services Objectives
 Scope of the Project – what is “in” and what is
“out”
 Communications
 Benefits
 Deliverables/Capabilities
 Time lines and milestones
 Resources
 Dependencies and other projects
Christine Lowther,
University of Glasgow, March 2007
Project Stages
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Discover
Define
Develop
Deliver
Christine Lowther,
University of Glasgow, March 2007
Original Brief for HUB Users Group
Output from October 2005 Consultations
Reports from site visits to other One Stop Shops
Questionnaires and Focus Groups with Staff
Student Survey
Options appraisal of which services to relocate
Outcome of Options Appraisal
Completion of outline design of whole building
Submission of planning application (Oct 2006)
Christine Lowther,
University of Glasgow, March 2007
Options Appraisal
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Small Group of all Heads of Student Service set up to
consider which services to be relocated to Hub.
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Core strategic objective to be met - to provide outstanding,
well integrated services delivered consistently from the
perspective of the service user.
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Output from staff focus groups, questionnaires and student
survey informed decision.
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Student lifecycle from pre-entry through to post graduation,
the role played within it by each service and the synergies
between them seen as the crucial factors.
Christine Lowther,
University of Glasgow, March 2007
Outcome of options appraisal
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The whole of Registry (including Student
Finance), Careers Service, International and
Postgraduate Service and Recruitment Admissions
and Participation Services to be co-located in the
Hub.
Space available means that open plan layout
essential
Front line services and web based self service
must encompass 100% of student services and all
services must be involved in the Project.
Christine Lowther,
University of Glasgow, March 2007
Define and Develop
Workshops:
 Stage launched with 2 day workshop in December
2006 involving staff from all Student Services and
Interior Design Consultants.
 4 further workshops held concentrating on
business redesign and building new synergies
between services.
 Others planned approximately monthly.
Christine Lowther,
University of Glasgow, March 2007
Define and develop
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Task Groups of staff members and students to
define and develop plans for implementation.
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Meet weekly and involve a wide range of staff and
students. Work includes:
Physical layout, IT requirements, Process review
and redesign/Job redesign/Staff
training/Addressing required culture change in
services.
Christine Lowther,
University of Glasgow, March 2007
Task Groups
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Relocation of Student Services.
Design and Development of New Business Processes.
Creation of Student Services Centre.
IT – Software, Web based Solutions and Hardware
Requirements.
Training.
Documentation and Storage.
Non Hub Located Student Services.
Communications.
Christine Lowther,
University of Glasgow, March 2007
Today
The HUB Way
Personalised Customer Services
Multi-Stop
Student Centric
Specialist
Generalist
Specialist
Self-Help
Generalist
Self Help
Auto Transaction
Auto Transaction
Student Services interactions with
students today
Referral in depth
One Stop
No-Stop
No-Stop
Student Services interactions with
students in the future
Christine Lowther,
University of Glasgow, March 2007
Classification of Student
Interactions
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Auto transaction: No Stop, 100% web
enabled, accessible from any internet
connection.
Self Help: No Stop, forms, brochures, desk
top applications not available via web.
Generalist: One Stop, Front line enquiry or
transaction from or for the student.
Specialist: In Depth Referral.
Christine Lowther,
University of Glasgow, March 2007
Delivery
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Construction and fitting out due for
completion in June 2008
Redesigned processes and systems to be
operational by July 2008
IPS, RAPS, Careers Service and Registry to
be moved into the building July 2008
New Student Services Centre to be
operational for start of 2008/09 session
Web based self service in place for as many
services as possible by start of 2008/09
Christine Lowther,
University of Glasgow, March 2007
Success? What will it look like?
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Student Services will be student centric.
The Hub will be an iconic building which students see as
being at the heart of their learning experience and in which
staff enjoy working.
All student services will be working co-operatively and their
will be a culture of continuous improvement in services.
Processes will have been redesigned to meet the needs of
students.
Routine administrative processes enabled 24/7 through a
flexible and adaptive self service environment.
Christine Lowther,
University of Glasgow, March 2007
Measures of Success
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Student Satisfaction Surveys – internal surveys –
First Year Experience, International Student
Barometer, Postgraduate Survey; National Student
Survey (NSS).
League table position.
Improved Recruitment and Retention rates.
Quality measures such as Matrix Standard/
Charter Mark/ Investors in People.
Benchmarking against key competitors.
Efficiency gains.
Christine Lowther,
University of Glasgow, March 2007
Christine Lowther
Director of Registry
University of Glasgow
Glasgow, G12 8QQ
Telephone: 0141 330 5510
Email: [email protected]
http://www.gla.ac.uk/studentinformation/hub/
Acknowledgements: Thanks to Ann Don, Student Services Project Manager; Gregor Lowther
for assistance and material for this presentation.
Christine Lowther,
University of Glasgow, March 2007