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Mission Impossible?

Mission Impossible?. Improving the reputation of service provision in enrolments and student finance at UWS. Large and decentralised physical environment Centralised administration model but not centrally located 3 Colleges/17 Schools model Recent amalgamation (2001). UWS: The Background.

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Mission Impossible?

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  1. Mission Impossible? Improving the reputation of service provision in enrolments and student finance at UWS

  2. Large and decentralised physical environment Centralised administration model but not centrally located 3 Colleges/17 Schools model Recent amalgamation (2001) UWS: The Background

  3. UWS: History Lesson

  4. Campus Size Campus Student Headcount Size (HA) • Parramatta 8285 24.4 • Penrith 7970 203.5 • Bankstown 5870 24.1 • Campbelltown 4973 154.8 • Blacktown 3001 26.7 • Hawkesbury 2623 1,280 • Off-Campus, Offshore and Other 2442 • TOTAL 35164

  5. Admissions HQ Secretariat Student Communications Student Centre Penrith Research Student E&SF (International) Blacktown Student Centre Campbelltown Student Centre Executive ITD HR & Marketing Hawkesbury Bankstown Finance International Office E&SF(Local) Student Centre Parramatta Student Systems Graduation Student Centre Exams and Assessment Capital Works Student Centre

  6. Why Current Structure? • Standardization • Minimization of duplication of effort • Could accommodate industrial issues from Amalgamation

  7. Problems? • Centralised Model = loss of connection to Academic units • Difficulties with communication • Hard to get units working collaboratively given geographical constraints • Enrolments and Student Finance unit under resourced at amalgamation/Student System implementation

  8. Problems Cont. • Tough new legislation • Conflicting approaches to Student fee management: Need to control the debt BUT be nice to the students

  9. So colleagues, do we agree our campaign for taking the hard line is as follows? • 5 Final Reminders • 5 Final warnings • Last final chance • Very last final ditch effort • We really mean it this time…

  10. Perceptions • After admission – E & SF looks after • Everything else… because… • The word enrolled and student make for a good reason

  11. Yes, that’s right…we take care of all the too hard baskets pertaining to any student who is enrolled regardless of when, how or where…yes we also bottle and sell fountain of enlightenment water …in fact we are prepared to give it away to anyone who’s interested. Hello…sorry about that…you were saying “it all started when you were 3, tell me all about it…”

  12. Reasons for Change Changing landscapes • HESA • VSU • Online Enrolments

  13. Reasons for Change Pro-active not reactive Ability to plan ahead

  14. Reasons for Change Specific focus on client service Multi-skilling vs specialisation Improved efficiencies – staff / $

  15. Constraints The need for optimism Opportunity knocks

  16. Constraints • Introducing major change to structure • Significant change of location • Major shift in how people work and the workplace set up

  17. Constraints Its all in the timing Restrictions in timeframe Conflicting time priorities with HR Domino effect for location move Systematic with recruitment

  18. Selling the benefits Staff ready for change – not more of the same Opportunities Multi skilling not specialists

  19. Structures Old Campbelltown Hawkesbury

  20. Structures New Penrith

  21. Selling the benefits –Co-Location Working together (give and take) Share and learn (reciprocal approach) Opportunity to broaden networks & career opportunities

  22. Staff response Involvement from the start Enthusiastic for change Travel some concern Structure to settle then co-location Generally well received Career opportunities

  23. Recruitment Initial enthusiasm Some stress Major disappointment for some Time and support needed for “moving on” Staff starting to settle into new positions

  24. Implementation Identifying tasks of business Matching tasks to teams Getting started – timing Transitional arrangements Ready, set go…

  25. Client Service team • Major focus • Implementation of service plan including New Query Management system Staff query phone number Staff query email address

  26. Client Service team - benefits • Improved service to staff and students • Reliable contact options • Minimisation of duplication of student queries • Ability to track and follow up / monitor queries • Ability to analyse data for future improvements • Ability to make a major shift to reputation

  27. But wait there’s more… • ESFI unit to be restructured and co-located • Change proposal for discussion • Anticipated new structure and amalgamation will occur at the end of 2006

  28. A look into the future…

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