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Seven into one does go – just!

Seven into one does go – just! . David Macey, Franklin White, & Darren Munday. The creation of a one-stop shop for student services at Murdoch University. A common story. Prospective Students Centre (new domestic) International Students Centre (new & current) External Studies

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Seven into one does go – just!

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  1. Seven into one does go – just! David Macey, Franklin White, & Darren Munday The creation of a one-stop shop for student services at Murdoch University

  2. A common story • Prospective Students Centre (new domestic) • International Students Centre (new & current) • External Studies • Graduate Centre • Fees, Cashiers and Parking (everybody) • Faculty Student Administration (current) • Open Universities Australia

  3. Our students & staff got very fit!

  4. Fitness in detail PSAC International Faculty Admin External Studies Cashiers OUA Graduate Centre

  5. What we wanted • Somewhere to handle all enquires • Had to be: • Central – stop sending students everywhere – conflicting info • Friendly for those waiting • Within existing building • With fewer staff (usual directive)

  6. Did we test the thoughts? • YES and NO! • Everyone asked wanted a one stop shop • But staffed with hundreds of staff to deal with “my personal query, instantly, every time, however vague, and be the same person to be there every time I dropped in!”

  7. How we designed it • Met the designers lots and discussed what we wanted before we started • Saw the prelim “feel” illustrations • Saw the initial designs • Saw similar projects (BankWest, ECU, Medibank) • Lots of staff additional input • Saw and approved the final designs • Tested the furniture

  8. “Look” & “Feel” design briefs

  9. Final design drawings

  10. What we built: • The Student Centre

  11. Where is it? The Student Centre

  12. Queuing system

  13. Multiple touch screens

  14. Program for certain times

  15. Led to certain counters

  16. What went with it • MyMurdoch – already implemented – student portal • RightNow – enquiries management system - take the load off direct enquiries

  17. Internally

  18. Externally

  19. When we wanted to move • Anytime but the height of admissions When we moved Mid December - the height of admissions

  20. What happened – Go live? • CHAOS! • Our academic staff withheld results – current student re-enrolment was late, graduations were late, new enrolments were thus under enormous pressure! • Everything fell onto The Student Centre • We were also responsible for everything that had not worked for the last 10 years

  21. What happened – Go live? • Very fast staff training! • Idea of common knowledge/duties not really sustainable • Needed call centre – which we still have • Realised that data on visitors, calls etc. was rubbish

  22. What were the numbers like? • Put in diagrams of phone calls etc.

  23. Parking alone

  24. What were the phone calls like

  25. Training and Rosters … • Staff Training – the best way is to start early, and have short sessions with lots of repetition. • Rosters – difficult without designated FoH staff due to other commitments of staff but it can be done. At the beginning of the process, ensure that staff are aware of any ‘changes’ to work practices so they can develop the correct mindset from the outset!

  26. Some things to make the journey smoother … • Listen and respect – open door policy • Regular meetings – what do we do? • Review and reward • Make decisions • Give opportunities for Staff Development

  27. What we forgot - Lots of things! • Signage was/is not right. • Access to Back of House was not right • Aircon shot cold air over certain staff • Student’s head hit TV screen • Discovered all things that staff had forgotten to tell us they did originally • But basic design worked brilliantly!

  28. What do we still need to do? • Get over the problems that students still want to talk to the same person every time • Work on the Silos – get everyone into the team • Get everyone to use the technology • Write procedures manuals for everything • Get enough staff

  29. It works! • Students do not have to traipse all over campus • We can answer many questions straight off • We have stopped the “he said/she said” problems • We have real data on what we do!

  30. It you go this way – things to note • Timing of “go live” • Data is accurate on what the different sections do • Lots of staff training – repeat sessions • Turn on the technology before you move • It does not necessarily save staff numbers • Multitasking staff does not work as well as hoped • Can bring on specialist staff instantly

  31. We would love to set up a network of student centre managers – leave your card with us.Thanks very much!Questions?

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