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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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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
Average Working Days No. of Applications
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
Average Working Days No. of Applications
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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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
Average Working Days No. of Applications
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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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
Average Working Days No. of Applications
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
Average Working Days No. of Applications
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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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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Academic Registry KPI Report (October 2018) [Internal TCD Circulation Only]
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