Tag Archives: Student First

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

Student First Programme Creates One-Stop-Shop of Resources For Stakeholders

Student First Programme Communications Advisor, Nicki Tipa was excited to launch the programme’s new intranet site at the July Community Update. The Student First Programme team creates a wealth of resources for its stakeholders, including user guides, news articles and videos, but without a place to house them, they go underutilised. The main driver for the new site was to give the programme’s stakeholders increased access to resources and the ability to easily share these with their teams.

Student First Intranet - link

The Student First Programme Intranet is visible only to UC staff, so when you first visit you’ll need to set up your login details. Here’s some quick instructions to get you up and running:

  1. Go to Student First Programme Intranet. (We recommend using Chrome.)
  2. You will be sent to a WordPress login page – Enter your UC credentials and check the ‘remember me’ box so the details are saved. Click LOG IN.
  3. You should now see the SFP home page, bookmark this for future reference.

The site is still a work in progress and the team welcomes your feedback. Simply email studentfirstprogramme@canterbury.ac.nz.

Student First Programme’s Process Manager, Tim Hatherley-Green, updated the Community Group on upcoming releases for the remainder of 2019 where the Programme will continue to focus on building more functionality into ourUC (the replacement for Jade), where staff will do their work in the future.

Rachel Montejo, Student First Programme Project Manager – Academic, announced the Programme’s trial of a new Skype Hotline to provide additional support for UC staff helping students during the busy mid-year enrolment period.

See the highlights of the July community update here (14 mins):

July Community Update Video

What’s the latest?

Release 14.0 is the latest from the Student First Programme and will provide foundation benefits for 2020 enrolment enhancements.

This release affected a small number of staff in the College of Arts and featured improvements to workflows such as qualifications with automatic approval being ‘turned on’ to enable them to be processed through ourUC. This release also included an exciting update for better application administration with the creation of the first version of the Task Manager where staff will access their tasks in the future.

The greatest benefit of this release is that the successful deployment of the Qualification entry and Task Manager for the College of Arts provides proof these enhancements can be rolled out for other Colleges in the future.

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

Improving student communications – how you can help

Communication with students is a vital part of the job for many staff members. To improve the process – and free up time for staff – the Student First Programme is undertaking a new project to simplify and improve the communications students receive during the enrolment process.

This complements the work the programme is already doing to simplify and streamline student administration>

The team has already met with several groups of student-facing staff to map current communications and over the next few weeks will continue to seek feedback on how and when we communicate with future students during the application to enrol process.

If you haven’t yet spoken to the team, but you communicate with students during enrolment or you have feedback you’d like to share, please let us know by emailing studentcommsproject@canterbury.ac.nz

Staff are integral to this project and the feedback received will be used to shape the future direction of student communications. The improved communications process will also allow staff to spend less time following up incomplete applications to enrol and more time focusing on other activities.

Upcoming workshops

The information gathering sessions will be followed later this month by workshops with staff and students to co-design a new process for student communications during the enrolment period, based on the feedback provided.

Look out for more information and a summary of feedback coming soon.

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

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.