building on excellence

Christine Lowther, University of Glasgow, March 2007

Building on ExcellenceBuilding on Excellence

The part played by the development of The part played by the development of a Student Services Centre in a Student Services Centre in

delivering the University of Glasgow’s delivering the University of Glasgow’s strategy for studentsstrategy for students


University of GlasgowUniversity of Glasgow

Founded in 1451Founded in 1451 Research intensive university ranked 81Research intensive university ranked 81stst

in world, 26in world, 26thth in Europe and 12 in Europe and 12thth in UK in UK 9 Faculties, including a Medical School 9 Faculties, including a Medical School Annual turnover £291mAnnual turnover £291m 15,500 undergraduates and over 4,000 15,500 undergraduates and over 4,000

postgraduatespostgraduates Administrative and management Administrative and management

services grouped into Divisions within services grouped into Divisions within University ServicesUniversity Services


Academic Planning and Academic Planning and Student Support DivisionStudent Support Division

Largest Division in University Services – Largest Division in University Services – All Student Support Services (except All Student Support Services (except

Accommodation) plus Senate Office and Accommodation) plus Senate Office and Planning Office.Planning Office.

The core objective of the Division is:The core objective of the Division is: to provide outstanding, well integrated to provide outstanding, well integrated

services for students, staff and external services for students, staff and external customers, delivered consistently from customers, delivered consistently from the perspective of the service userthe perspective of the service user


Challenges for student Challenges for student servicesservices

Silo nature of service deliverySilo nature of service delivery Poor accommodationPoor accommodation Services dispersed across campusServices dispersed across campus Lack of accessible information about Lack of accessible information about

servicesservices Few on –line servicesFew on –line services Resources allocated to core student Resources allocated to core student

services reducing in real termsservices reducing in real terms


Service improvements Service improvements 2000-20052000-2005

Student Information DeskStudent Information Desk Restructuring of University Services to Restructuring of University Services to

bring most student support services into bring most student support services into one Divisionone Division

Refurbishment of accommodation for some Refurbishment of accommodation for some services - notably Student Disability Serviceservices - notably Student Disability Service

Development of WebSURF – web based Development of WebSURF – web based registration and records system for students registration and records system for students

Co-ordination of Current Students webpages Co-ordination of Current Students webpages by Student Information Desk Managerby Student Information Desk Manager


Need for Step ChangeNeed for Step Change Improvements to date incremental and Improvements to date incremental and

tactical rather than strategic.tactical rather than strategic. Increasingly competitive environment.Increasingly competitive environment. The growing diversity of the student The growing diversity of the student

body and increasing numbers.body and increasing numbers. Prospective students and students expect Prospective students and students expect

on-line/self service to be available. on-line/self service to be available. Face-to-face contact still important but Face-to-face contact still important but

cannot be effectively provided with cannot be effectively provided with dispersed services.dispersed services.

Drive to deliver services as efficiently as Drive to deliver services as efficiently as possible – demand for efficiency gains. possible – demand for efficiency gains.


University of Glasgow University of Glasgow Strategic Planning Strategic Planning

ProcessProcess 2002- 2005 : major restructuring to achieve annual 2002- 2005 : major restructuring to achieve annual

surplus 3% of total income on a recurring basis. surplus 3% of total income on a recurring basis. Achieved through voluntary severance, re-Achieved through voluntary severance, re-organisation of certain academic activities and organisation of certain academic activities and reductions in spend on University Services. reductions in spend on University Services.

New budget and planning process established in New budget and planning process established in session 2005/06session 2005/06

Planning process highly consultative , giving Planning process highly consultative , giving

administrative staff as well as academics the administrative staff as well as academics the opportunity to contribute to and influence the opportunity to contribute to and influence the process.process.


Translating strategy into Translating strategy into actionaction

The Hub – a 1960s building at the centre of The Hub – a 1960s building at the centre of campus lying empty.campus lying empty.

2005 Scottish Funding Council initiative to fund 2005 Scottish Funding Council initiative to fund Learning and Teaching Infrastructure projects.Learning and Teaching Infrastructure projects.

Fresh approach to student support service Fresh approach to student support service delivery recognised in the developing strategy delivery recognised in the developing strategy for learning and teaching, a key theme of which for learning and teaching, a key theme of which is recruitment and retention.is recruitment and retention.

These opportunities enabled us to develop case These opportunities enabled us to develop case for funding for the relocation and development for funding for the relocation and development of Student Services providing a One Stop Shop. of Student Services providing a One Stop Shop.


Ist stage of SuccessIst stage of Success Successful bid for funding to LTIF enabling Successful bid for funding to LTIF enabling

go ahead for preparation of a detailed and go ahead for preparation of a detailed and fully costed proposal for Student Services fully costed proposal for Student Services Centre.Centre.

Hub identified as an ideal location and Hub identified as an ideal location and agreement given in principle to relocate agreement given in principle to relocate Student Services there – subject to Student Services there – subject to inclusion income generating catering and inclusion income generating catering and commercial activity.commercial activity.

Enhancing the Student Experience is a key Enhancing the Student Experience is a key element in the development of the new element in the development of the new Learning and Teaching Strategy. Learning and Teaching Strategy.


University Strategic University Strategic Plan: Building on Plan: Building on

ExcellenceExcellenceLooking to 2010 the University of Glasgow will Looking to 2010 the University of Glasgow will

be:be:

In the UK’s top 10 Universities and in the In the UK’s top 10 Universities and in the world’s top 50 Universities.world’s top 50 Universities.

An international leader in research across a An international leader in research across a broad spectrum.broad spectrum.

Renowned internationally for enquiry-led Renowned internationally for enquiry-led learning. learning.

Recognised as a leading postgraduate Recognised as a leading postgraduate University. University.

A University which attracts and retains the A University which attracts and retains the very best staff.very best staff.


A new Strategy for A new Strategy for student supportstudent support

Students will be part of an increasingly Students will be part of an increasingly diverse community of talented diverse community of talented undergraduates and postgraduates from a undergraduates and postgraduates from a wide range of social, cultural and national wide range of social, cultural and national backgrounds.backgrounds.

There will be effective support for There will be effective support for students to succeed, targeted to key students to succeed, targeted to key transitional stages such as starting to transitional stages such as starting to study, moving up a year and preparing to study, moving up a year and preparing to leave University.leave University.

New facilities for student support and New facilities for student support and social lifesocial life


Student support at the Student support at the hub of the Universityhub of the University

The iconic Hub building, located at the The iconic Hub building, located at the heart of the campus, is to be redeveloped to heart of the campus, is to be redeveloped to house a central “one stop shop” which pulls house a central “one stop shop” which pulls together our wide range of student servicestogether our wide range of student services

£9.5m development will provide a variety of £9.5m development will provide a variety of student services, coffee bars, food court, student services, coffee bars, food court, bookstore and medical practice. bookstore and medical practice.

Student needs are at the heart of the Student needs are at the heart of the University’s strategy and the exciting plans University’s strategy and the exciting plans for the new Hub demonstrate this for the new Hub demonstrate this commitment – an attractive contemporary commitment – an attractive contemporary development at the heart of the campus.development at the heart of the campus.


Meeting Rooms


Hub Project InitiationHub Project Initiation University Court give go ahead for overall Hub University Court give go ahead for overall Hub

project – Oct 2005 to include Student Services, project – Oct 2005 to include Student Services, Catering, a bookshop, GP Surgery and Pharmacy.Catering, a bookshop, GP Surgery and Pharmacy.

Project initiation stage taken forward by Estates Project initiation stage taken forward by Estates and Buildings Service – a complex project and Buildings Service – a complex project involving a range of clients.involving a range of clients.

Progressing Committee established with Progressing Committee established with responsibility for delivery of overall project on responsibility for delivery of overall project on time and within budget. time and within budget.


Hub Project Initiation – Hub Project Initiation – Student Services ProjectStudent Services Project

Workshops of Student Services staff Workshops of Student Services staff and student representatives and student representatives developed ideas for vision for developed ideas for vision for student services in the Hub. student services in the Hub. (October 2005)(October 2005)

User Group including Heads of all User Group including Heads of all Student Services, Estates and Student Services, Estates and Buildings Project Officers and Buildings Project Officers and student representatives set up. student representatives set up. (January 2006). (January 2006).


Hub Project Initiation – Hub Project Initiation – Student Services ProjectStudent Services Project

Approval for Project Manager to Approval for Project Manager to support delivery of Student Services support delivery of Student Services Centre in line with overall Hub Centre in line with overall Hub Project plan. (In post October 2006). Project plan. (In post October 2006).

PM’s role includes working closely PM’s role includes working closely with Estates and Buildings, with Estates and Buildings, architects, designers as well as architects, designers as well as Student Services. Student Services.


Project objectivesProject objectives

3 strands to delivery all of which are 3 strands to delivery all of which are critical:critical:

Relocation and integration of the Relocation and integration of the student services moving to the Hub.student services moving to the Hub.

Providing access to 100% of student Providing access to 100% of student services through Student Services services through Student Services Centre (One Stop Shop) and web Centre (One Stop Shop) and web based self service.based self service.

Redesign of business processes to Redesign of business processes to ensure that they are focussed on the ensure that they are focussed on the needs of students.needs of students.


Student Services Project Student Services Project PlanPlan

Elements of the project plan:Elements of the project plan: Student Services ObjectivesStudent Services Objectives Scope of the Project – what is “in” and Scope of the Project – what is “in” and

what is “out”what is “out” Communications Communications BenefitsBenefits Deliverables/CapabilitiesDeliverables/Capabilities Time lines and milestonesTime lines and milestones ResourcesResources Dependencies and other projectsDependencies and other projects


Project StagesProject Stages

DiscoverDiscover DefineDefine DevelopDevelop DeliverDeliver


Original Brief for HUB Users GroupOriginal Brief for HUB Users Group

Output from October 2005 ConsultationsOutput from October 2005 Consultations

Reports from site visits to other One Stop ShopsReports from site visits to other One Stop Shops

Questionnaires and Focus Groups with StaffQuestionnaires and Focus Groups with Staff

Student SurveyStudent Survey

Options appraisal of which services to relocateOptions appraisal of which services to relocate

Outcome of Options AppraisalOutcome of Options Appraisal

Completion of outline design of whole buildingCompletion of outline design of whole building

Submission of planning application (Oct 2006)Submission of planning application (Oct 2006)


Options AppraisalOptions Appraisal Small Group of all Heads of Student Service set Small Group of all Heads of Student Service set

up to consider which services to be relocated to up to consider which services to be relocated to Hub.Hub.

Core strategic objective to be met - to provide Core strategic objective to be met - to provide outstanding, well integrated services delivered outstanding, well integrated services delivered consistently from the perspective of the service consistently from the perspective of the service user. user.

Output from staff focus groups, questionnaires Output from staff focus groups, questionnaires and student survey informed decision.and student survey informed decision.

Student lifecycle from pre-entry through to post Student lifecycle from pre-entry through to post graduation, the role played within it by each graduation, the role played within it by each service and the synergies between them seen as service and the synergies between them seen as the crucial factors.the crucial factors.


Outcome of options Outcome of options appraisalappraisal

The whole of Registry (including The whole of Registry (including Student Finance), Careers Service, Student Finance), Careers Service, International and Postgraduate Service International and Postgraduate Service and Recruitment Admissions and and Recruitment Admissions and Participation Services to be co-located Participation Services to be co-located in the Hub.in the Hub.

Space available means that open plan Space available means that open plan layout essentiallayout essential

Front line services and web based self Front line services and web based self service must encompass 100% of service must encompass 100% of student services and all services must student services and all services must be involved in the Project.be involved in the Project.


Define and DevelopDefine and Develop

Workshops:Workshops: Stage launched with 2 day workshop in Stage launched with 2 day workshop in

December 2006 involving staff from all December 2006 involving staff from all Student Services and Interior Design Student Services and Interior Design Consultants. Consultants.

4 further workshops held concentrating 4 further workshops held concentrating on business redesign and building new on business redesign and building new synergies between services.synergies between services.

Others planned approximately monthly. Others planned approximately monthly.


Define and developDefine and develop

Task Groups of staff members and Task Groups of staff members and students to define and develop plans students to define and develop plans for implementation.for implementation.

Meet weekly and involve a wide range Meet weekly and involve a wide range of staff and students. Work includes:of staff and students. Work includes:

Physical layout, IT requirements, Physical layout, IT requirements, Process review and redesign/Job Process review and redesign/Job redesign/Staff training/Addressing redesign/Staff training/Addressing required culture change in services.required culture change in services.


Task GroupsTask Groups Relocation of Student Services.Relocation of Student Services. Design and Development of New Business Design and Development of New Business

Processes.Processes. Creation of Student Services Centre.Creation of Student Services Centre. IT – Software, Web based Solutions and IT – Software, Web based Solutions and

Hardware Requirements.Hardware Requirements. Training.Training. Documentation and Storage.Documentation and Storage. Non Hub Located Student Services.Non Hub Located Student Services. Communications.Communications.


Today The HUB Way

Auto TransactionAuto Transaction

Self HelpSelf Help

GeneralistGeneralist

SpecialistSpecialist

No-Stop

No-Stop

One Stop

Referral in depth

Student Services interactions with students today

Multi-StopStudent Centric

Personalised Customer Services

Auto Transaction

Self-Help

Generalist

Specialist

Student Services interactions with students in the future


Classification of Student Classification of Student InteractionsInteractions

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.


DeliveryDelivery Construction and fitting out due for Construction and fitting out due for

completion in June 2008 completion in June 2008 Redesigned processes and systems to Redesigned processes and systems to

be operational by July 2008 be operational by July 2008 IPS, RAPS, Careers Service and IPS, RAPS, Careers Service and

Registry to be moved into the building Registry to be moved into the building July 2008July 2008

New Student Services Centre to be New Student Services Centre to be operational for start of 2008/09 sessionoperational for start of 2008/09 session

Web based self service in place for as Web based self service in place for as many services as possible by start of many services as possible by start of 2008/092008/09


Success? What will it Success? What will it look like?look like?

Student Services will be student centric.Student Services will be student centric. The Hub will be an iconic building which The Hub will be an iconic building which

students see as being at the heart of their students see as being at the heart of their learning experience and in which staff enjoy learning experience and in which staff enjoy working.working.

All student services will be working co-All student services will be working co-operatively and their will be a culture of operatively and their will be a culture of continuous improvement in services.continuous improvement in services.

Processes will have been redesigned to meet Processes will have been redesigned to meet the needs of students. the needs of students.

Routine administrative processes enabled Routine administrative processes enabled 24/7 through a flexible and adaptive self 24/7 through a flexible and adaptive self service environment.service environment.


Measures of SuccessMeasures of Success Student Satisfaction Surveys – internal Student Satisfaction Surveys – internal

surveys – First Year Experience, surveys – First Year Experience, International Student Barometer, International Student Barometer, Postgraduate Survey; National Student Postgraduate Survey; National Student Survey (NSS).Survey (NSS).

League table position.League table position. Improved Recruitment and Retention rates.Improved Recruitment and Retention rates. Quality measures such as Matrix Standard/ Quality measures such as Matrix Standard/

Charter Mark/ Investors in People.Charter Mark/ Investors in People. Benchmarking against key competitors.Benchmarking against key competitors. Efficiency gains. Efficiency gains.


Christine Lowther Christine Lowther Director of Registry Director of Registry

University of Glasgow University of Glasgow Glasgow, G12 8QQ Glasgow, G12 8QQ

Telephone: 0141 330 5510 Telephone: 0141 330 5510 Email: [email protected] Email: [email protected]

http://www.http://www.glagla.ac..ac.ukuk//studentinformation/hub/ studentinformation/hub/

Acknowledgements: Thanks to Ann Don, Student Services Project Acknowledgements: Thanks to Ann Don, Student Services Project Manager; Gregor Lowther for assistance and material for this Manager; Gregor Lowther for assistance and material for this presentation.presentation.

building on excellence

Documents

student support services

core student services

student services centre

university of glasgowfounded

dispersed services

management services

integrated services

student body