Kia Ora Katoa,
Last week, our esteemed DVCA announced the “Kia Angitu” (Student Success Programme), mandated to achieve the key strategic objective for UC which is “to develop and provide targeted interventions and a positive environment to support student success”.
Digital ITS is supporting some of the initiatives of Kia Angitu with the implementation of a new key technology platform, Microsoft Dynamics 365 (D365).
Why D365 for UC?
The University is on an exciting journey to deliver great digital experiences. A major part of this is establishing key platforms that will enable personalisation, self-service, and insight into how we manage our relationships with students and other stakeholders.
The implementation of D365 will help us to meet our commitment to modernise the IT infrastructure and offer some very straightforward advantages like –
- Giving us the capability of consolidating multiple point solutions for managing student relationships into a single University-wide platform.
- D365 platform can be progressively scaled to enhance both student learning outcomes as well as maturing our research business model.
- The D365 platform intends to integrate & enhance the capability of the existing UC systems that work well, while also look at reducing some legacy systems no longer fit for purpose.
- It will allow us to harness the synergy offered by other key products offered by Microsoft that UC is investing in, as part of its digital transformation.
- Most importantly, provide an omni-channel capability to capture each interaction with the student in the future and transform every facet of how we engage with students from when they dream about coming to the university during school years, to being alumni and life-long learners with UC.
Why D365 for Kia Angitu?
In the absence of a single 360-degree view of information, students must ‘retell’ their issues at each support or advisory point and staff are unaware of previous advice given. Currently at UC, academic and pastoral support (and the associated information) is siloed across the organisation. Insufficient access to information or duplication of processes compromises the level of service staff can provide and hampers our ability to support students.
The priority of D365 team will be the delivery of a case management capability required by Kia Angitu, that will help build a 360-degree view of students.
A well-designed Student Success module will reduce the number of impacted students falling between the cracks of a disjointed service ecosystem, while also holistically promoting Students’ success by providing a positive and nurturing environment through targeted interventions. The student experience will further be enhanced by creating more seamless transitions and referrals with the system.
How are we doing this?
The D365 initiative is being led by Dana Burnett (Director, Digital Product & Delivery) and her team, who are working in close partnership with Kaylene Sampson and the Kia Angitu programme. Together they aim to deliver the Student Success module for Kia Angitu.
This Student Success module will enable a 360-degree view of student, accompanied by the case management capability for ACE, academic advising, and support services along with a ticket management capability for Contact Centre. This module will provide the ability to send referrals and tasks amongst the key stakeholders of this phase.
What to expect next?
The high-level design of this module has been drawn with key stakeholder groups mentioned above along with our implementation partner Fusion5. The next step will be to build the Student Success module.
In preparation for this build, the project team is currently in the process of transitioning UC Live (CRM)- the Sales module of D365 used by Liaison, IRO & Communication Teams, to the new Dynamics tenancy. These teams have been successfully using D356 for a few years now and going forth will reside alongside the new proposed modules – hence fulfilling the objective of a single UC wide platform
There will be a detailed update from Dana and her team to bring you along on this journey of building a pan UC D365 platform, with a focus on their plan for implementation of the Student Success module.
In the meantime, for any queries, please feel free to reach out to the Digital Change Manager for Dynamics 365 – Aditi.Singh@canterbury.ac.nz