Academic Registry - Trinity College Dublin · 2019. 7. 17. · Academic Registry KPI Report...

October 2018 Academic Registry KPI Report

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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]

Executive Overview

Hello and welcome to the KPI report for the month of October 2018.

The key operational processes covered in this report relate to Non-EU full degree undergraduate

admissions, postgraduate applications, (EFT) payments to students and first line support activities and

student cases.

The 2019/20 admissions cycle was opened on October 1st, with 75 non EU full-time UG degree

applications received so far, with an average processing time of 3 working days for complete

applications this month, a figure well within the KPI target.

In respect of PGT and PGR applications, 109 and 7 applications respectively were processed to decision

within the period, with an average processing time of 7 and 37 working days respectively. The PGT

average processing time of 7 days is comfortably within KPI target of 20 days. The high average

turnaround time of 37 days with PGR applications was primarily due to School of Education taking 99

days to process a single application.

Five hundred and four (504) EFT payments were made to students in the period with an average

processing time of 3 working days which is within our 7 day SLA. The total value of all transactions

during September was €620,289.13.

First line support services volumes were high as students were returning for the beginning of the

academic year with 7,243 email/portal queries received, 87% of which were resolved within 4 working

days. Phone call volumes and in person enquiries ran at 3,083 and 3,883 respectively with an average

call wait time of 1 minute 32 seconds an average in person wait time for the month of 6 minutes.

Also included is a breakdown of all Student Cases, both underground and postgraduate,

Thank you again for your continued support.

Leona Coady Director Academic Registry

November 2018

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KPIs Measured to Date

Process Area KPI Measure KPI Target Diagrams Applications & Admissions Non-EU Full Degree Student Admissions

Initial decision processing time – number of working days required to process complete application and send an initial decision.

10 working days Page 4

Applications & Admissions Postgraduate Admissions

First decision processing time - number of working days required to process a complete application and send a first decision.

ROLLING ASSESSMENT: 20 working days (School:10 days; AR: 10 days) BLOCK ASSESSEMENT: 20 working days (School: 10 days after closing date; AR: 10 days) NON-EU: 10 working day from date application received.

Page 5

Fees & Payments Electronic Funds Transfer (EFT) payment processing time

Number of days required to process student payment requests.

7 working days Page 11

Service AR Service Channel – Electronic

Number of working days to resolve email queries & my.tcd.ie portal queries.

100% of queries resolved in 4 working days

Page 13

Service AR Service Channel – In Person (Service Desk)

Queue time for queries at the Service Desk.

Average monthly wait time at the service desk 5 mins (extended waiting time in peak season 10 mins)

Page 13

Service AR Service Channel – Telephone

Queue time for calls to the AR Service Desk & other AR telephone channels.

Average monthly wait time, 150 seconds. (extended wait times in peak season 300 seconds)

Page 14

Continuous Improvement Initiatives

CI Deliverables Implemented in month

N/A N/A

Student Cases Dashboard Statistics and KPI’s relating to UG and PG Student Cases

N/A Page 16

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Applications & Admissions Non-EU Full Degree Undergraduate Applications (October 2018)

Initial decision processing time – number of working days required to process a

complete application and send an initial decision

KPI Target 10 Working Days

Average processing time for October 2018 3 working days

No. of applications received (1st October – 31st October) 75

No. of firm offers issued 15

No. of conditional offers issued (awaiting final examination results)

2

No. of unsuccessful applications 4

No. of incomplete applications Snapshot – 31st October 2018

25

No. of withdrawn applications 1

No. of applications with additional assessment scheduled 1

No. of higher offers 2

No. of applications awaiting consideration by Academic Registry 25

No. of acceptances - Firm Offers 12

No. of acceptances - Conditional Offers 0

NOTE Number of applications to Dental Science: 2. Number of applications to Medicine: 14.

1

3

5

3

5

4

5

1

2 2

4

6

1

33 3

1 1 1

2

1 1 1 1 1 1 1 1

0

1

2

3

4

5

6

7

FIG 1: Non-EU Full Degree UG - by CourseNo. of Applications and Average Processing Time

Average Working Days No. of Applications

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Applications & Admissions Postgraduate Admissions (October 2018) Initial decision processing time – number of working days required to process an application and

send an initial decision

KPI Target

PGT PGR PGV 20 working

days 20 working

days 20 working

days

Average processing time 7 working days 37 working

days 0 working

days

Decisions made and communicated in this period All applications outlined here for PGT, PGR, and PGV were assessed on a rolling basis

109 3 0

No. of firm offers issued in this period 7 3 0

No. of conditional offers issued in this period awaiting documents from applicants

70 0 0

No. of unsuccessful decisions issued in this period 32 0 0

No. of Failed to Meet Conditions 0 0 0

Total No. of incomplete applications as of 31st October 2018 11 0 0

Total No. of applications where additional assessment is scheduled and awaiting subsequent decision as of 31st October 2018

204 0 0

NOTE

Total applications awaiting recommendation by School: 889 (as at 31st October 2018)

Applications assessed on a block basis in the period: PGT – 204; this is due to the Business School and

the School of Computer Science and Statistics. PGR – 0; (and excluded from the processing average

and offer breakdown presented above)

PGR average KPI Target is 37 days, this is due to School of Education taking 99 days

PGT average KPI Target is 7 days – The applications opened on October 1st.

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7

22

32

41

5 69

36 5

81

1 1 2 14

74

15

2

0

10

20

30

40

50

60

70

80

90

AHS-BU AHS-DM AHS-EN AHS-HH AHS-LL AHS-LS AHS-LW AHS-SP AHS-SW EMS-EG EMS-NS

FIG 2: PGT - Faculty/ SchoolNo. of Applications and Average Processing Time


7

22

9

32

5 46 5 6

13

81

14

1 2 2

74 5

1 1

0

10

20

30

40

50

60

70

80

90

BUSI DRAM ECON ENGL GEOG HISY LAWS LCOS MEME RUSS SWSP

FIG 3: PGT - DisciplineNo. of Applications and Average Processing Time


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31 1

32

5

109

5

10

22

5

10

8

54

9

4

7

9

6 67 7

12

1 12

18

4 4 4

1

24

6

10

31 1

2 21

12

5

13

0

5

10

15

20

25

30

35

FIG 4: PGT - CoursesNo. of Applications and Average Processing Time


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99

5 71 1 10

20

40

60

80

100

120

AHS-ED AHS-LS AHS-RE

FIG 5: PGR - Faculty/ SchoolNo. of Applications and Average Processing Time


5 7

99

1 1 10

20

40

60

80

100

120

CSLS ECUM EDUC

FIG 6: PGR DisciplineNo. of Applications and Average Processing Time

Average Working Days No. of applications

99

5 71 1 10

20

40

60

80

100

120

Education PhD in Clinical Speech & LanguageStudies

PhD in Irish School of Ecumenics

FIG 7: PGR - CoursesNo. of Applications and Average Processing Time


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Applications & Admissions Comparative Trend Data

Red line on charts indicates SLA threshold

21

31 32 30

12

0 0 0

7

14

17 17

21

17

4 4 5

0 0 0

4

1517

10

4 4 4 4 5

0 0

3

0

5

10

15

20

25

30

35

Mar

-16

Ap

r-1

6

May

-16

Jun

-16

Jul-

16

Au

g-1

6

Sep

-16

Oct

-16

No

v-1

6

Dec

-16

Jan

-17

Feb

-17

Mar

-17

Ap

r-1

7

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

Dec

-17

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

Jun

-18

Jul-

18

Au

g-1

8

Sep

-18

Oct

-18

Ave

rage

Wo

rkin

g D

ays

FIG 8: Non-EU UG Full DegreeAverage Processing Time per Month

27

32

6 8

38

45

55

711

18 19 1721

2824

22

36 36 36

18

23 23

32

25

34

24

73

50

62

53

7

0

10

20

30

40

50

60

70

80

Ap

r-1

6

May

-16

Jun

-16

Jul-

16

Au

g-1

6

Sep

-16

Oct

-16

No

v-1

6

Dec

-16

Jan

-17

Feb

-17

Mar

-17

Ap

r-1

7

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

Dec

-17

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

Jun

-18

Jul-

18

Au

g-1

8

Sep

-18

Oct

-18

Ave

rage

Pro

cess

ing

Tim

e

FIG 9: PGTAverage Processing Time per Month

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54

28

13

2

52

2719 19 19

3035

2419

3527 27 27 27 27

125

31

6154

3325 25

6

28 28 28

37

0

20

40

60

80

100

120

140

Ap

r-1

6

May

-16

Jun

-16

Jul-

16

Au

g-1

6

Sep

-16

Oct

-16

No

v-1

6

Dec

-16

Jan

-17

Feb

-17

Mar

-17

Ap

r-1

7

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

Dec

-17

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

Jun

-18

Jul-

18

Au

g-1

8

Sep

-18

Oct

-18

Ave

rage

Pro

cess

ing

Tim

e

FIG 10: PGRAverage Processing Time per Month

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Fees and Payments Payment Processing Time October

Number of working days required to process requires for EFT (Electronic Fund Transfer)

payments

Red line on charts indicates SLA threshold KPI Target 7 working days Average processing time for payment requests 3 days No. of Payment Requests 504 Payments unpaid 0 Total value of transactions in months € 620,289.13

FIG 11: Fees and PaymentsPayments Made Within SLA

< 7 working days > 7 working days

119

65

107 108

56

20

3 5 2 1 4 3 2 1 4 1 3

0

20

40

60

80

100

120

140

1 2 3 4 5 6 7 8 9 10 11 12 13 14 16 17 20

Freq

uen

cy

Working Days

FIG 12: Fees and PaymentsAverage Processing Time

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Fees and Payments Comparative Trend Data Red line on charts indicates SLA threshold

10

17

56

4

7

56

5

7

5 5

6

7

56

5 5 5 5 54 4 4 4

5 54 4

5

3

0

2

4

6

8

10

12

14

16

18

Ap

r-1

6

May

-16

Jun

-16

Jul-

16

Au

g-1

6

Sep

-16

Oct

-16

No

v-1

6

Dec

-16

Jan

-17

Feb

-17

Mar

-17

Ap

r-1

7

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

Dec

-17

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

Jun

-18

Jul-

18

Au

g-1

8

Sep

-18

Oct

-18

Ave

rage

Pro

cess

ing

Tim

e

FIG 13: EFT PaymentsAverage Processing Time per Month

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Service AR Service Channel – Electronic

Number of working days to resolve email queries & my.tcd.ie portal queries.

Service AR Service Channel – In Person (Service Desk)

Queue time for queries at the Service Desk Red line on charts indicates SLA threshold

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

% less than 2 days % 2 to 4 days % more than 4 days

% o

f ti

cket

s

FIG 14: - Number of days to resolve enquiries

KPI Target 95% of enquiries resolved within 4 working days

Actual processing time for enquiries 87% of enquiries resolved within 4 working days

Enquiries resolved in less than 2 working days 5,401 Enquiries resolved in 2 to 4 working days 924

Enquiries resolved in more than 4 working days 918 Total number of enquiries resolved 7,243

KPI Target 5 minutes Actual Average Queue Time 6 minutes Total number of In Person Enquiries 3,883

Enquirers seen within 1 minutes 32% 2 minutes 11% 3 Minutes 8%

4 minutes 8%

5 minutes 6% >5 minutes 35%

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Service AR Service Channel – Telephone

Queue time for calls to the AR Service Desk & other AR telephone channels.

Red line on charts indicates SLA threshold

32%

11%8% 8%

6%

35%

1 min 2 min 3 min 4 min 5 min > 5 mins

% Q

ue

rie

s re

solv

ed

FIG 15: Average Service Desk Waiting Time

0

20

40

60

80

100

120

140

160

Students Staff Assessment Progression

FIG 16: Average Phone Queue Time

Students Staff Assessment Progression

KPI Target 150 seconds

Actual Average Waiting Time Students 96 seconds Staff 76 seconds

Assessment 79 seconds Progression 145 seconds

Overall 92 seconds Total number of calls handled in month

3,083

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Service Comparative Trend Data In Person: 5 minutes (non-peak)

Telephone: 150 seconds (non-peak)

97% 98% 96% 98% 99% 98% 94% 91% 95% 90%97% 96% 94% 96% 91%

82%73%

87%

0%

20%

40%

60%

80%

100%

% T

icke

ts R

eso

lved

wit

hin

SLA

FIG 17: AR Service (Electronic)Queries resolved within SLA

1 1 1

3 32

1 12

12

1

32

34

11

6

0

2

4

6

8

10

12

Min

ute

s

FIG 18: AR Service (in Person)Average queue time per Month

4553

82 80

120

58

105

45

85 80 84

48 49

77

55

91

6880

0

20

40

60

80

100

120

140

Seco

nd

s

FIG 19: AR Service (Telephone)Average Queue Time per Month

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Case Mgt. Dashboard Sept - Oct 2018Prepared by Records and Case Mgt. Lead

1. Length of Time Case Open (UG ) 7. UG Open Cases by Type to-date 9. Number of UG Cases Logged per type

Day Range --> 1 day 2 3 4-7 8-30 31+ Sep Oct NovSeptember 162 25 41 20 23 7 Exams - Absence (With Permiss ion) - -

October 166 20 28 8 16 1 Exams - Absence 2 2

November Exams - Accommodations - 3

Exams - Deferra ls - 1

Exams - Reschedule -

Fees - Medica l Repeat 47 13

Medica l - Certi ficate of Fi tness 14 8

2. Length of Time Case Open (PG ) Not Defined 26 50

Day Range --> 1 day 2 3 4-7 8-30 31+ Off Books - Assessment (OBA) 48 18

September 208 37 12 21 31 22 Off Books - In Good Standing 43 24

October 213 12 3 13 20 9 Progress ion - Mark Change 42 18

November Progress ion - Repeat Year 5

Withdrawal 38 105

Withdrawal - Ordinary BA 17

Grand total 282 242 -

10. Number of PG cases Logged per type

Sep Oct NovAdmiss ions - Course Transfer 20 6

8. PG Open Cases by Type to-date Admiss ions - Deferra l 46 25

3. Number of UG cases in the pipeline Admiss ions - change of fee s tatus 2 4

Sep Oct Nov Admiss ions - withdrawal pre-regis tration 2 - 275 227 Other 46 111

3 12 Research - Change of Supervisor 14 7

4 2 Research - Continuation Year 15 6

282 241 - Research - Course Transfer (Master to Ph.D) 8 3

Research - Course Transfer (Ph.d to Master) 1 2

Research - Extens ion to Submit 60 18

4. Number of PG cases in the pipeline Research - Off Books 18 12

Sep Oct Nov Research - course transfer (FT to PT) - 1 310 247 Research - re-admiss ion 6 4

1 2 Taught - Examination Request 1 -

2 2 Taught - Extens ion to submit 14 8

1 1 Taught - Off Books 17 11

18 19 Taught - Off Books Taking Assessment 12 12

332 271 - Taught - Continuation Year 6 -

Taught - Readmiss ion 10 3

Withdrawal 34 37

Grand Total 332 270 -

Total

Grand tota l

Closed

Decis ion Communicated

Sent for Comment

Esca lated to Dean

Logged

Sent for Comment

UG and PG Case Mgt. (27th Nov 2018)

Final Closure

Logged

0

5

10

15

20

25

UG open cases by type on 27/11/2018

0

5

10

15

20

25

PG open cases by type to-date

Academic Registry - Trinity College Dublin · 2019. 7. 17. · Academic Registry KPI Report...

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