Workshop
University of Law recently undertook a major review of its processes in dealing with incoming enquiries from students. As a provider with seven main campus locations and ten partners, a “one-stop-shop” solution was not possible. Having multiple access points for services created confusion among both students and staff, making it unclear where to seek support and leading to delays in addressing student needs and resolving queries efficiently.
In this session we will explore how we used feedback from students and some key service and organisational design principles to transform our student query and support provisions, simplifying points of access, introducing a tiered support model with clear escalation routes, a service catalogue and a query and support catalogue all underpinned by a service management framework.
By the end of the session, attendees will have an understanding of the higher education capability model and how principles of capability modelling and service design can assist with sustainable organisational design, creating structures that are both fit for purpose and flexible to withstand rapid changes in higher education.