Providing Online Student Support and Service Evaluation
-
Upload
ross-mclarnon -
Category
Education
-
view
468 -
download
2
description
Transcript of Providing Online Student Support and Service Evaluation
![Page 1: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/1.jpg)
Delivering Online Student Support
& Service Evaluation
Sonya Campbell
Customer Service Development Manager
UCISA , March 2010
![Page 2: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/2.jpg)
High-tech modern city centre, single site campus
17,000 students from over 100 countries
Wide range of high-quality undergraduate, postgraduate and part-time programmes
Provider of world-leading:
• research
• consultancy
• training services
University snapshot
![Page 3: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/3.jpg)
The Saltire Centre - our learning hub
40,000 students
per week
600 seat learning
cafe
450 computers
1,800 internet
connections
80 staff, open
plan office
Focus of learning
and student
services
![Page 4: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/4.jpg)
• One-stop student services mall located in lower Saltire Centre
• Helping with IT, library, support service and general enquires
• First point of contact for careers, librarian, international advisor, funding support and disability services
• Team of „Expert generalists‟
The Base ...
![Page 5: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/5.jpg)
My challenge ...
Use technology to meet
student requirements
Improve customer
service
Simply and cost
effectively
![Page 6: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/6.jpg)
The specifics …
• Requirement to provide 24/7 services
• No online support facility for students to contact the Base
• Increasing demands from students and staff
• Supporting the needs of placement and part time students
• Developing library services in a global recession
• Efficiency savings vs need for increased service delivery
![Page 7: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/7.jpg)
The solution ...YouthWire desktop apps
![Page 8: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/8.jpg)
YouthWire @ GCU
• 1400 PCs across GCU campus
• Students can chat to Base support staff
• Service feedback ratings
• Faculty staff can use the platform
• Students can connect witheach other
• Technical support and training from Youth Group
![Page 9: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/9.jpg)
Early results are encouraging ... for
ALL of us
Students … Support Staff … IT Team …
Academic Staff … Students Association
![Page 10: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/10.jpg)
Digital interaction - UP
![Page 11: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/11.jpg)
Queuing - DOWN
![Page 12: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/12.jpg)
Noise - DOWN
![Page 13: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/13.jpg)
Customer Satisfaction - UP
![Page 14: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/14.jpg)
Cost Effective
![Page 15: Providing Online Student Support and Service Evaluation](https://reader034.fdocuments.in/reader034/viewer/2022042816/5594af621a28ab82408b46a0/html5/thumbnails/15.jpg)
Next steps … how do we bring it all
together and in one place ?
1. Standardise the process
2. Run internal marketing campaign
3. Roll-out full suite of YouthWire Apps
4. Build “social media” toolset
5. Use as internal CS Index