1 / 31

Building on Excellence

Building on Excellence. The part played by the development of a Student Services Centre in delivering the University of Glasgow’s strategy for students. University of Glasgow. Founded in 1451 Research intensive university ranked 81 st in world, 26 th in Europe and 12 th in UK

eydie
Download Presentation

Building on Excellence

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Building on Excellence The part played by the development of a Student Services Centre in delivering the University of Glasgow’s strategy for students Christine Lowther, University of Glasgow, March 2007

  2. University of Glasgow • Founded in 1451 • Research intensive university ranked 81st in world, 26th in Europe and 12th in UK • 9 Faculties, including a Medical School • Annual turnover £291m • 15,500 undergraduates and over 4,000 postgraduates • Administrative and management services grouped into Divisions within University Services Christine Lowther, University of Glasgow, March 2007

  3. Academic Planning and Student Support Division Largest Division in University Services – All Student Support Services (except Accommodation) plus Senate Office and Planning Office. The core objective of the Division is: to provide outstanding, well integrated services for students, staff and external customers, delivered consistently from the perspective of the service user Christine Lowther, University of Glasgow, March 2007

  4. Challenges for student services • Silo nature of service delivery • Poor accommodation • Services dispersed across campus • Lack of accessible information about services • Few on –line services • Resources allocated to core student services reducing in real terms Christine Lowther, University of Glasgow, March 2007

  5. Service improvements 2000-2005 • Student Information Desk • Restructuring of University Services to bring most student support services into one Division • Refurbishment of accommodation for some services - notably Student Disability Service • Development of WebSURF – web based registration and records system for students • Co-ordination of Current Students webpages by Student Information Desk Manager Christine Lowther, University of Glasgow, March 2007

  6. Need for Step Change • Improvements to date incremental and tactical rather than strategic. • Increasingly competitive environment. • The growing diversity of the student body and increasing numbers. • Prospective students and students expect on-line/self service to be available. • Face-to-face contact still important but cannot be effectively provided with dispersed services. • Drive to deliver services as efficiently as possible – demand for efficiency gains. Christine Lowther, University of Glasgow, March 2007

  7. University of Glasgow Strategic Planning Process • 2002- 2005 : major restructuring to achieve annual surplus 3% of total income on a recurring basis. Achieved through voluntary severance, re-organisation of certain academic activities and reductions in spend on University Services. • New budget and planning process established in session 2005/06 • Planning process highly consultative , giving administrative staff as well as academics the opportunity to contribute to and influence the process. Christine Lowther, University of Glasgow, March 2007

  8. Translating strategy into action • The Hub – a 1960s building at the centre of campus lying empty. • 2005 Scottish Funding Council initiative to fund Learning and Teaching Infrastructure projects. • Fresh approach to student support service delivery recognised in the developing strategy for learning and teaching, a key theme of which is recruitment and retention. • These opportunities enabled us to develop case for funding for the relocation and development of Student Services providing a One Stop Shop. Christine Lowther, University of Glasgow, March 2007

  9. Ist stage of Success • Successful bid for funding to LTIF enabling go ahead for preparation of a detailed and fully costed proposal for Student Services Centre. • Hub identified as an ideal location and agreement given in principle to relocate Student Services there – subject to inclusion income generating catering and commercial activity. • Enhancing the Student Experience is a key element in the development of the new Learning and Teaching Strategy. Christine Lowther, University of Glasgow, March 2007

  10. University Strategic Plan: Building on Excellence Looking to 2010 the University of Glasgow will be: • In the UK’s top 10 Universities and in the world’s top 50 Universities. • An international leader in research across a broad spectrum. • Renowned internationally for enquiry-led learning. • Recognised as a leading postgraduate University. • A University which attracts and retains the very best staff. Christine Lowther, University of Glasgow, March 2007

  11. A new Strategy for student support • Students will be part of an increasingly diverse community of talented undergraduates and postgraduates from a wide range of social, cultural and national backgrounds. • There will be effective support for students to succeed, targeted to key transitional stages such as starting to study, moving up a year and preparing to leave University. • New facilities for student support and social life Christine Lowther, University of Glasgow, March 2007

  12. Student support at the hub of the University • The iconic Hub building, located at the heart of the campus, is to be redeveloped to house a central “one stop shop” which pulls together our wide range of student services • £9.5m development will provide a variety of student services, coffee bars, food court, bookstore and medical practice. • Student needs are at the heart of the University’s strategy and the exciting plans for the new Hub demonstrate this commitment – an attractive contemporary development at the heart of the campus. Christine Lowther, University of Glasgow, March 2007

  13. The HUB's levels Meeting Rooms Christine Lowther, University of Glasgow, March 2007

  14. Hub Project Initiation • University Court give go ahead for overall Hub project – Oct 2005 to include Student Services, Catering, a bookshop, GP Surgery and Pharmacy. • Project initiation stage taken forward by Estates and Buildings Service – a complex project involving a range of clients. • Progressing Committee established with responsibility for delivery of overall project on time and within budget. Christine Lowther, University of Glasgow, March 2007

  15. Hub Project Initiation – Student Services Project • Workshops of Student Services staff and student representatives developed ideas for vision for student services in the Hub. (October 2005) • User Group including Heads of all Student Services, Estates and Buildings Project Officers and student representatives set up. (January 2006). Christine Lowther, University of Glasgow, March 2007

  16. Hub Project Initiation – Student Services Project • Approval for Project Manager to support delivery of Student Services Centre in line with overall Hub Project plan. (In post October 2006). • PM’s role includes working closely with Estates and Buildings, architects, designers as well as Student Services. Christine Lowther, University of Glasgow, March 2007

  17. Project objectives 3 strands to delivery all of which are critical: • Relocation and integration of the student services moving to the Hub. • Providing access to 100% of student services through Student Services Centre (One Stop Shop) and web based self service. • Redesign of business processes to ensure that they are focussed on the needs of students. Christine Lowther, University of Glasgow, March 2007

  18. Student Services Project Plan Elements of the project plan: • Student Services Objectives • Scope of the Project – what is “in” and what is “out” • Communications • Benefits • Deliverables/Capabilities • Time lines and milestones • Resources • Dependencies and other projects Christine Lowther, University of Glasgow, March 2007

  19. Project Stages • Discover • Define • Develop • Deliver Christine Lowther, University of Glasgow, March 2007

  20. Hub Project : Discovery Phase Original Brief for HUB Users Group Output from October 2005 Consultations Reports from site visits to other One Stop Shops Questionnaires and Focus Groups with Staff Student Survey Options appraisal of which services to relocate Outcome of Options Appraisal Completion of outline design of whole building Submission of planning application (Oct 2006) Christine Lowther, University of Glasgow, March 2007

  21. Options Appraisal • Small Group of all Heads of Student Service set up to consider which services to be relocated to Hub. • Core strategic objective to be met - to provide outstanding, well integrated services delivered consistently from the perspective of the service user. • Output from staff focus groups, questionnaires and student survey informed decision. • Student lifecycle from pre-entry through to post graduation, the role played within it by each service and the synergies between them seen as the crucial factors. Christine Lowther, University of Glasgow, March 2007

  22. Outcome of options appraisal • The whole of Registry (including Student Finance), Careers Service, International and Postgraduate Service and Recruitment Admissions and Participation Services to be co-located in the Hub. • Space available means that open plan layout essential • Front line services and web based self service must encompass 100% of student services and all services must be involved in the Project. Christine Lowther, University of Glasgow, March 2007

  23. Define and Develop Workshops: • Stage launched with 2 day workshop in December 2006 involving staff from all Student Services and Interior Design Consultants. • 4 further workshops held concentrating on business redesign and building new synergies between services. • Others planned approximately monthly. Christine Lowther, University of Glasgow, March 2007

  24. Define and develop • Task Groups of staff members and students to define and develop plans for implementation. • Meet weekly and involve a wide range of staff and students. Work includes: Physical layout, IT requirements, Process review and redesign/Job redesign/Staff training/Addressing required culture change in services. Christine Lowther, University of Glasgow, March 2007

  25. Task Groups • Relocation of Student Services. • Design and Development of New Business Processes. • Creation of Student Services Centre. • IT – Software, Web based Solutions and Hardware Requirements. • Training. • Documentation and Storage. • Non Hub Located Student Services. • Communications. Christine Lowther, University of Glasgow, March 2007

  26. Specialist Generalist Self Help Auto Transaction Business Process Review: Framing the GAP Today The HUB Way Personalised Customer Services Multi-Stop Student Centric Specialist Referral in depth Generalist One Stop Self-Help No-Stop AutoTransaction No-Stop Student Services interactions with students today Student Services interactions with students in the future What’s the Gap? Christine Lowther, University of Glasgow, March 2007

  27. Classification of Student Interactions • Auto transaction: No Stop, 100% web enabled, accessible from any internet connection. • Self Help: No Stop, forms, brochures, desk top applications not available via web. • Generalist: One Stop, Front line enquiry or transaction from or for the student. • Specialist: In Depth Referral. Christine Lowther, University of Glasgow, March 2007

  28. Delivery • Construction and fitting out due for completion in June 2008 • Redesigned processes and systems to be operational by July 2008 • IPS, RAPS, Careers Service and Registry to be moved into the building July 2008 • New Student Services Centre to be operational for start of 2008/09 session • Web based self service in place for as many services as possible by start of 2008/09 Christine Lowther, University of Glasgow, March 2007

  29. Success? What will it look like? • Student Services will be student centric. • The Hub will be an iconic building which students see as being at the heart of their learning experience and in which staff enjoy working. • All student services will be working co-operatively and their will be a culture of continuous improvement in services. • Processes will have been redesigned to meet the needs of students. • Routine administrative processes enabled 24/7 through a flexible and adaptive self service environment. Christine Lowther, University of Glasgow, March 2007

  30. Measures of Success • Student Satisfaction Surveys – internal surveys – First Year Experience, International Student Barometer, Postgraduate Survey; National Student Survey (NSS). • League table position. • Improved Recruitment and Retention rates. • Quality measures such as Matrix Standard/ Charter Mark/ Investors in People. • Benchmarking against key competitors. • Efficiency gains. Christine Lowther, University of Glasgow, March 2007

  31. Christine Lowther Director of Registry University of Glasgow Glasgow, G12 8QQ Telephone: 0141 330 5510 Email: C.Lowther@admin.gla.ac.uk http://www.gla.ac.uk/studentinformation/hub/ Acknowledgements: Thanks to Ann Don, Student Services Project Manager; Gregor Lowther for assistance and material for this presentation. Christine Lowther, University of Glasgow, March 2007

More Related