Services, Information, Advice and Guidance to Students

1. Services, Information, Advice and Guidance to Students Objectives Key Deliverables / Milestones Scope • Clarify Scope – Location of services mapping document, identification of hub services, location of all services across institution and UMSU complete End of Sep 2012 • Charter confirmed – End of May 2012 • Establish Project Team – End of July 2012 • Project Plan complete – End July 2012 • University Place Atrium complete - Sep 2013 • ‘Information points’ model operational in Beacon Schools – Sep 2013 • ‘Information points’ operational around institution – September 2014 • In Scope: • Provision of “counter services”, phone based services and ‘ad-hoc’ student to staff enquiries, including transactional services, generic information advice and guidance queries, access routes to specialist services or academic staff and signposting / referral to specialist services • Any non-academic information delivered by staff in student-facing roles, in schools and central services. • All PSS and related services staff involved in above • Development and direction of all SIAGs activities in the atrium, University Place • Commissioning of any necessary capital work required in atrium • Provision of online support in the area of IAG • Recommendations of requirements / improvements to Systems and Business Processes project / Services to Students Project • Out of Scope • Delivery of specialist service provision • Delivery of IT solutions • Creation of IT systems to support Business Processes • Academic content related support • To improve access to high quality, timely, consistent and accessible provision of Services, Information, Advice and Guidance for Students across the University through: • 1 The creation of a Student hub in University Place for SIAG • 2 The development of a standardised SIAG operating model at school level • This will involve: • Co-ordinating IAG systems, processes, terminology and office hours in school and central services • Introducing a managed referral system for schools and central services • Introducing a single number telephone enquiry service • Improving access to self help online through MyManchester • Enhancing SIAG service skills Sponsor Tim Westlake – Director for the Student Experience Stakeholders Project Steering Group • All student facing school staff • HOSAs • Admin Managers / Office Managers • Students • Specialist Student Support Services staff • Library staff Pat Sponder - Student Support & Wellbeing, Sarah Beer - Admissions and Administration, Katy Woolfenden - JRUL, Kenny Nolan - Estates, Jenny Wragge - DSE, Simon Merrywest - FLS, Ian Bradley – EPS, Philippa Cunningham – MHS, Rosie Williams - HUMS , UMSU Staff - Duncan Mann, UMSU Student rep – (tbc) In attendance - Yvonne McLean: Project Manager Dependencies / Success Criteria • IT services re: online element of student support • Estates re: co-location of services • Systems and Business processes Project re: SIAG related business support systems eg CRM • Customer Service Project re: staff training • Student Comms Project re: assimilation of ASK ME and branding • Co-operation from stakeholders • Clear delineation of responsibilities for each work theme Benefits Time Frame • Improved Services to Students • Reduction of incorrect student referrals • Student knowledge of how to access support services increased Complete by September 2014 Team Yvonne McLean (Project Manager) Project Officer (to be appointed) Alex Drury (SGS) Rosie Williams (SED) Mike Mercer (SSC) Jenny Wragge (DSE) Jenny Williams (DSE) Fran Moss (Maths) Risks • Possible confusion / duplication or omission of work due to multiple boundaries and different work streams • Ambitious schedule on limited resources – needs to be monitored closely. • If Union involvement needed, may cause delays Resources 2 FTE team members, to be reviewed. There is no budget allocated to this project. Author : Yvonne McLean Version : 10 Date : 2.7.2012