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Who, what, where, when and why...

Who, what, where, when and why. Anna Russell Head of Student Services Centre March 2013 for UEMS. Who and What… Single Access Gateway to support and guidance of 11 different service delivered with the epitome in customer service via the Student Information Desk.

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Who, what, where, when and why...

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  1. Who, what, where, when and why... Anna Russell Head of Student Services Centre March 2013 for UEMS

  2. Who and What… Single Access Gateway to support and guidance of 11 different service delivered with the epitome in customer service via the Student Information Desk First line team of 10 FTE Advisors and 15 P/T student staff who aim to answer 80% of ALL enquiries at first contact. Most recent stat = 75% of 135,000 enquiries so far since May 2012 have been resolved at first contact

  3. Where and When 1.) In person in the Student Services Centre and at the Student Information Desk Open 8am – 8pm and 10am – 3pm Saturdays during Term Time 2.) Online via MyExeter Account: Search the FAQs and Log an Enquiry Online 24/7 3.) By Email: sid@exeter.ac.uk 4.) By telephone: 08444 724724 (low cost number) 5.) Xkeys: 9am – 5pm Monday – Friday all year round

  4. Why To improve and build on the Student Experience - we’re better together! • Easier for student • More holistic – we know our students • Information and status of enquiry is traceable for students and staff • College Offices now online in same system • Provision for change and improvement via abundance of data and analysis

  5. Working together… • The Student Services Centre offers drop in appointments run by specialist teams for those more intricate and personal enquiries • Relies on excellent working relationships and trust • Ongoing training, Quality Control, peaks and troughs management, communication • LEAN opportunities and new projects - Unicard

  6. Any Questions… http://www.youtube.com/watch?v=PQnf4g1jycM

  7. So what....? Resource is planned to the hour depending on expected enquiry levels...both student and F/T staff. SIDOnline – Story so far... Enquiry Volume by Source An average day... As expected, since opening in the Forum, enquiries in person have increased significantly and now exceed email enquiry... Which day is busiest... Forum Opening

  8. Data led change... • Operational Short Term Response for improvement: • Increase in planned resource funded jointly by AS and Campus Services • Increase in role variety for SIA’s to answer high volume repetitive enquiries • Sid Express operated by student staff for simple quick enquiry • Use of existing specialist staff for overtime to clear backlog of enquiries • Additional and continued drop in sessions with specialist services • Change and adaptation of queuing system to pre-empt request Enquiry Closure Times

  9. Feedback and 1st Line Response 75% of all enquiries so far handled by SID team – target is 80%... Biggest reasons for 5* feedback is speed/efficiency of response and friendliness of staff! Biggest reasons for 1* feedback, unhappy with outcome of enquiry and slow response time (start of term).

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