Tag Archives: Student First Programme

Transforming our Student Administration and making your life easier

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. At the recent Community Update we shared some insights into how we’re doing that.

Improving usability of systems, reducing manual processes, and saving the time and sanity of staff are all key to our success. The Programme is currently focused on transforming the administration processes around student application and enrolment, from when a student first creates an online account through to getting fully enrolled.

Business Change Manager, Marcus Cullen spoke about how we decide what work to focus on, who makes decisions, and what happens to customer feedback.

Process Manager, Tim Hatherley-Greene, talked us through the enrolment process improvements and the phasing of how this will happen. Transition Manager Bronwyn Rice introduced her work, the transition process involved in drawing the programme to an end.

See the highlights of the May community update here (13 mins): 

What’s the latest?

The latest software release making life easier for staff is a new digital Course Creation form for academics to propose and collaborate on new courses. We’ve also released a prototype of an Application Pipeline to show where students are in their application journey. Staff who will need to use these products can access them through the new ourUC portal, which will be rolled out to more groups as the year progresses.

Watch out for more news about our upcoming releases and new features. If you have questions about the Student First Programme ask your manager or contact the team at 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 Momentum Continues in 2019

With our start of year enrolment period drawing to a close, staff from various UC departments were keen to catch up with the Student First Programme (SFP) team at the March community update.

Hot topics included the programme’s focus for 2019, how the course creation work stream might be approached and some of the issues implementing change in large organisations.

Process Manager, Tim Hatherley-Green highlighted SFP’s key projects in 2019 and was quick to acknowledge that what the team were able to complete this year would not have been possible without the work staff have done in the last 18-24 months.

“Last year a lot of our work was student facing, this year it’s all about improving the processes and systems [staff] interact with to get a student from the moment they register an account on myUC until they pick up their Canterbury Card.”

Student First Programme’s focus for 2019 includes:

  • Better application administration – improving the application and enrolment process for students and staff, introducing new ourUC staff portal and pipeline view of student’s enrolment process.
  • Academic Model – making course creation easier, a strategy for migrating our academic model out of Jade
  • Finance Phase – still in discovery phase
  • Support & Maintenance – will continue for myUC and connectUC
  • Strategy & Leadership – driving strategic decision making at a senior level
  • Transition – transitioning improvements back into business-as-usual

Project Manager – Academic, Rachel Motejo, gave the audience an overview of Course Creation Utopia versus Course Creation Reality, highlighting the scope of work involved navigating this large piece of work.

To keep the momentum of the SFP moving forward, Business Change Manager, Marcus Cullen emphasised the importance of communication cascading up and down the layers of UC’s hierarchy. It’s this action that will instil effective change into UC.

Watch the highlights of the March community update here.

If you have any questions or feedback, please contact the team 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.