Glasgow Conference 2004

1. Glasgow Conference 2004 Enhancing the Student Experience in Scottish Higher Education

2. A U T - A SNAPSHOT • New Zealand’s newest university (4 years old) • 15000 EFTS (24,000 students) including 2000 International EFTS • Multi cultural • 9% New Zealand Maori • 9% Pasifika • 23% Asian • 49% Pakeha/European • 10% Other • New Zealand’s fastest growing University • 6%-8% compound growth, last 10 years

3. A U T - STUDENT SERVICESCOMPREHENSIVE AND INTEGRATED SERVICES, INCLUDING: • Student Information • Enrolment • Student Support • Learning • Career • Pastoral Care / Specialist Support • Maori • Pasifika • International • Students with Disabilities • Financial

4. A U T - STUDENT SERVICESCOMPREHENSIVE AND INTEGRATED SERVICES, INCLUDING: • Accommodation • Health • doctors, nurses, physio, dental • Counselling • Language • Employment and Job Search • Student Records and Administration • Graduation • Student Life

5. A U T - STUDENT SERVICESSIGNIFICANT INVESTMENT • Approximately $7m per annum (4% of University operating budget) • 120 FTE Staffing • 60% student support • 25% student administration • 15% student life

6. A U T - STUDENT SERVICESSIGNIFICANT ACTIVITY Self reported use of services: Health and Counselling 38% Career Services 19% Learning Support 20% Pasifika Support 15% * Disability Support 17% * Maori Support 27% * Financial Services 15% Student Information 49% * Refers to students in this category

7. A U T - STUDENT SERVICESSTRATEGIC APPROACH TO SERVICE DELIVERY STRATEGIC GOAL “To provide a comprehensive range of support services, administrative services and student experiences with the overall objectives of measuring student retention and success, and of enhancing the quality of the student experience.”

8. A U T - STUDENT SERVICESSTRATEGIC APPROACH TO SERVICE DELIVERY IMPLEMENTATION STRATEGIES • FIRST YEAR EXPERIENCE • the underpinning organising framework • implemented 1996 • front end load support for first year students • MONITORING AND INTERVENTION • to identify at risk first year students and to connect with appropriate support • UNIVERSITY-WIDE INDUCTION • STUDENT MENTORING PROGRAMME

9. SERVICE SUPPORT SERVICES • COMPLAINTS AND FEEDBACK • whole university • STUDENT EVALUATION OF SERVICES • whole university survey of services available • STUDENT FEEDBACK ON SERVICES • specific feedback on services as they are used • DATA COLLECTION AND ANALYSIS • common activities database integrated with Student Management System

10. THE HIGHER EDUCATION CONTEXT IN NEW ZEALAND • BROAD BASED PARTICIPATION • Access encouraged for Maori, Pasifika, People with Disabilities • INCREASING DIVERSITY • UNCAPPED FUNDING • CREDENTIAL INFLATION • SHRINKING BASE OF GOVERNMENT FUNDING leading to: • Significant student fees • Vigorous competition for students • STUDENTS AS CONSUMERS • Higher expectations • More litigious • Balancing work and lifestyle

11. THE CHALLENGE FOR TERTIARY PROVIDERS • TO MAXIMISE RETENTION AND OPTIMISE SUCCESS THROUGH APPROPRIATE SERVICES AND SUPPORT WHY? • PUBLIC DUTY and RESPONSIBILITY as publicly funded institutions • ETHICAL RESPONSIBILITY given high opportunity cost of tertiary study • INTEGRAL TO QUALITY • GOOD BUSINESS SENSE • cheaper to retain than recruit • builds reputation and competitiveness

12. RETENTIONAND SUCCESS - KEY ISSUES ISSUE 1 APPROPRIATE CHOICE OF PROGRAMME RESPONSE PROFESSIONAL CAREER SUPPORT

13. RETENTION AND SUCCESS - KEY ISSUES ISSUE 2 TRANSITION TO TERTIARY STUDY RESPONSE STUDENT INDUCTION

14. BEST PRACTICE STUDENT INDUCTION PREPARES STUDENTS FOR SUCCESS Includes: • Clarifying expectations • Opportunities to form new relationships • Information and support • Welcoming and connection Will: • Be collaborative – central services and teachers/faculties • Be promoted as essential • Integrate social, skill assessment and development, and information • Be multi-layered – meet divers needs • Be staged : first day, first week, first month • Focus on student awareness in the “captive” period

15. RETENTION AND SUCCESS – KEY ISSUES ISSUE 3 SUPPORT THROUGH THETOUGH TIMES RESPONSE COMPREHENSIVE RANGE OF SUPPORT SERVICES

16. THE SUPPORT SERVICES PORTFOLIO • Learning development • Career development • Health • Counselling • Pastoral care • Financial • Accommodation

17. BEST PRACTICE SUPPORT SERVICES • Partnerships with faculties/teaching departments • Integrated • Respond to student needs and feedback • Meet the needs of students as a whole being • Are data driven • Are delivered proactively • Build student capability

18. RETENTION AND SUCCESS – KEY ISSUES ISSUE 4 A HIGH QUALITY EXPERIENCE RESPONSE CAMPUS LIFE INITIATIVES ATTENTION TO CUSTOMER SERVICE EFFECTIVE COMMUNICATION BEST PRACTICE ADMINISTRATION

19. BEST PRACTICES FOR ENHANCING THE STUDENT EXPERIENCE • QUALITY LEARNING ENVIRONMENT • Social, recreational and study needs • EXTRA CURRICULAR ACTIVITIES AND EVENTS • Purposeful, to meet diverse interests • FIRST CLASS CUSTOMER SERVICE • Service culture – pervades planning, staff development and review • Students first • Needs/expectation driven • Regular feedback • Continuous improvement : benchmarked to the best • FIRST CLASS COMMUNICATIONS • Full information • Regular • Multiple channels • Embrace technology • Seek feedback • Facilitate redress of concerns and complaints • Engage and involve

20. TWOCHALLENGES • EVALUATE THE EFFECTIVENESS OF SERVICES • EMBED STUDENT SUPPORT IN PROGRAMME DELIVERY

21. EVALUATING EFFECTIVENESS Agree Disagree No Response Attending Orientation assisted with my transition to University life 41% 23% 36% • The use of this service contributed to • success with my studies: • Health and Counselling 56% 14% 30% • Career Services 52% 16% 32% • Mentoring 32% 37% 31% • Learning Support 68% 10% 22% • Pasifika Support 69% 10% 21% • Disability Support 69% 7% 24% • Maori Support 70% 9% 21% • Financial Services 68% 15% 17% • Student Information 46% 17% 37%