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Student and staff feedback helping streamline enrolment communications

The Student First Programme is transforming student administration to make life easier for staff and students with better systems, processes and tools. This year, our work includes improving the application and enrolment process to increase conversion and student preparedness.

The Student Communications workstream is a collaborative effort between the Student First Programme, Student Services, and Communications and Engagement teams. The aim is to simplify and streamline the way UC communicates with students during application and enrolment.

You can find out more on our intranet page here>

Over the past couple of months we’ve been gathering feedback from students and staff through a number of forums.

What did students tell us?

Students want more clarity about the enrolment process, reassurance that their application is being processed, and to receive the information they need at the right time about course requirements, accommodation, student loans and scholarships. They wanted things in writing and preferred online rather than phone contact.

What did staff tell us?

Staff wanted more consistent terminology and styles across UC, automated digital processes, better tracking and more clarity for students on what they need to do when, to reduce the need for chasing up missing requirements or documents.

 

At a collaborative workshop, staff across the University worked together to determine what content was needed at four key points in the process: application acknowledgement, conditional offer, offer of place and full enrolment confirmation. We also discussed the need to make these documents more student-friendly by looking at language, reducing wordy emails and making better use of the website and myUC to provide information. This work is now underway, led by Student Services with input from the Communications and Engagement, Marketing, Design and Digital teams.

Click here to see a register of all the feedback we’ve received so far>

What’s next?

We’re currently working on a new Offer of Place communication process for domestic undergraduate students, in time for 2020 enrolments. This is being directly informed by the staff and student feedback we gathered, so thank you to everyone who gave us their time and ideas.

If you want to know more, contact studentcommsproject@canterbury.ac.nz

New digital tools make collaboration easier

The Student First Programme is helping prepare UC for the future, and putting students at the heart of our business. As we approach the second half of the year, the Student First Programme continues to help transform student administration and make life easier for staff and students with better systems, processes and tools.

On 16 May we launched the latest of these digital tools, which was designed by staff (including lecturers and academic managers) in order to collaborate and give feedback on new course proposals.  Click here to access the new Course Creation form >

Manual data entry, paper forms and long email trails are replaced with an interactive workflow and a central repository to track feedback. This will make course creation faster, easier and more accurate for everyone involved. Watch a short video on why we’re doing this:

We are excited to launch this new digital tool for academic staff as part of our journey to become a more efficient and agile University. Thanks to Academic Managers, Senior Student Advisors and Deans who have been instrumental to this project – they are your key contacts within Colleges for any questions or training requirements.

Introducing ourUC – a new system for student administration

The new Course Creation form is the latest feature in our new staff portal, ourUC.

ourUC will become the main system staff will use to complete student administration work. It’s built on the same platform as our student and agent portals, myUC and connectUC, as part of our new technology environment for student administration. We’ll be sharing more detail about our technology approach at our next Community Update on 5 June, so look out for the highlights video.

ourUC is still early in development and we’ll be releasing new features throughout the year, and making it available to more teams. Like any software product, it will continue to evolve and so it may look slightly different each time there’s an update. If you’re required to use ourUC in your role, you’ll receive appropriate training and support.

More information

For more information about the work we’re doing for UC staff this year, watch our recent Community Update.

Look out for more details about new features in ourUC coming soon. If you have questions about the Student First Programme ask your manager in the first instance, or contact studentfirstprogramme@canterbury.ac.nz

Hear about UC’s digital transformation at Techweek’19

UC is undergoing a bold and innovative digital transformation with the Student First Programme, which is putting students at the heart of our business and future-proofing the University. Join us this Thursday evening at the free public event UC Innovation that’s good for the world, to hear all about it.

The Student First Programme started in 2016 and since then we’ve delivered 10 versions of the myUC online enrolment portal, built an enrolment process that gets great feedback from students, enabled digital academic documents with My eQuals, transformed International Enrolment in Person and made life easier for staff  with collaborative online tools like a new Course Creation form.

These improvements are made possible by an agile, iterative approach, innovative new digital technology, and a strong change management focus. Deputy Vice-Chancellor | Tumu Tuarua Professor Ian Wright will talk about this on Thursday and share what we’re learning with other organisations that may be going through similar change. The event is open to all, so feel free to pass on the invite.

Simple, Fast, Certain: Watch the online enrolment process

The Student First Programme is helping prepare UC for the future, and putting students at the heart of our business. It’s focused on transforming the student administration experience so that UC can continue to deliver world-class education.

Since 2017 the Student First Programme has been focused on making our enrolment process simple, fast and certain. This video takes you through the online enrolment process on myUC from a student perspective. You can change the speed by using the gear icon on the toolbar.

Students have told us the new enrolment process is user-friendly, intuitive and fast. In a first for UC, students can use social logins to apply and from any device.

myUC was first released in November 2017 and since then we’ve continued to improve it, with more than 10 versions or enhancements deployed. The system has performed well over the 2019 enrolment period, processing over 200 applications per day and gaining positive feedback from students, with reports from some getting their enrolment offer within half an hour.

We’ve also built a version of this platform called connectUC, for international agents. In 2019 we are turning our focus to development of a staff portal, ourUC, with the Contact Centre starting to use an early version.

If you have questions about the Student First Programme, ask your manager or SMT member. You can also contact the team directly at studentfirstprogramme@canterbury.ac.nz.

Student First Programme and Contact Centre working together for better staff and student experience

The Student First Programme and Contact Centre teams have worked closely this year as part of the continued enhancements to our myUC online enrolment system.

The Contact Centre receives up to 6150 contacts per month by phone, email and web chat, rising to up to 15400 over the enrolment period from November to March. On average, questions about the enrolment process make up about 45% of queries.

Since the Contact Centre is usually the first point for contact for prospective students wanting more information about enrolling or help with their application, it’s been vital to ensure the team has the latest information on hand for a positive customer experience.

With the enhancements to myUC there are increased self-service options for students, and the application and enrolment process is much faster and more user-friendly.

This has meant a significant decrease in calls to the Contact Centre asking for help with enrolment or problems with the system – calls about help with enrolment are down 20% compared to the same period last year, even though the total number of applications is higher.

“The Student First Programme is great for us…it’s made our lives easier and simpler. We look forward to every release – we don’t know how we got through without the ourUC staff portal!” – Acting Contact Centre Team Leader, Jane Pearce

With less time taken up on basic queries or system issues, the Contact Centre team have more time to spend on high value tasks and assisting customers with more complex enquiries. Student First Programme team members have supported them with training and by sitting with the team to understand their needs. This means releases have gone smoothly and the team can focus on what they do best, providing excellent customer service.

The latest exciting development is the ourUC staff portal, which allows UC staff to apply on behalf of a student and perform admin tasks in myUC. The Contact Centre were the first to get access to this new feature, which has made an enormous difference to their work and ability to efficiently help students. Their feedback will help inform future developments.

If you’d like to know more, contact the Student First Programme anytime. We are always happy to provide demos or training for your team so we can help you get the maximum benefit from the new tools we’re developing.