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Student Administration Service Level Agreement

Student Administration: Service Level Agreement 1 Created: February 2014 Last updated: 01/05/2014

Contents 1 Management of Student Data ........................................................................................................... 6

1.1 Our services agreed to be In-scope of the Service Level Agreement .................................................. 6

1.1.1 Additional Features ..................................................................................................................... 7

1.2 Our services agreed to be out-of-scope of the Service Level Agreement ........................................... 7

1.3 Service Coverage ................................................................................................................................. 7

1.3.1 Service Hours/Availability ................................................................................................................... 7

1.3.1 Service Eligibility .......................................................................................................................... 7

1.3.2 Service issue escalation ............................................................................................................... 8

1.4 Service Level ........................................................................................................................................ 8

1.4.1 Target service levels .................................................................................................................... 8

1.5 Customer Responsibilities ................................................................................................................. 11

2 Graduation ..................................................................................................................................... 12

2.1 Our services agreed to be In-scope of the Service Level Agreement ................................................ 12

2.1.1 Additional Features ................................................................................................................... 12

2.2 Our services agreed to be out-of-scope of the Service Level Agreement ......................................... 12

2.3 Service Coverage ............................................................................................................................... 13

2.3.1 Service Hours/Availability .......................................................................................................... 13

2.3.2 Service Eligibility ........................................................................................................................ 13

2.3.3 Service issue escalation ............................................................................................................. 13

2.4 Service Level ...................................................................................................................................... 13

2.4.1 Target service levels .................................................................................................................. 14


3 Student Service Desk (Marketing and Student Recruitment and Student Administration, Humphrey

Booth House) ......................................................................................................................................... 16








3.4 Service Level ...................................................................................................................................... 18




4 Student Administration: Postgraduate Research .............................................................................. 20








4.4 Service Level ...................................................................................................................................... 21



5 Home Office Compliance................................................................................................................. 25


5.1.1 Additional Features ......................................................................................................................... 26

5.2 Our services agreed to be out-of-scope of the Service Level Agreement ........................................... 26





5.4 Service Level ...................................................................................................................................... 27


5.5 Customer Responsibilities ...................................................................................................................... 31

6 Student Administration: Registration .............................................................................................. 32








6.4 Service Level ...................................................................................................................................... 33




7 Fees and Awards ............................................................................................................................ 36



7.1.2 Our services agreed to be out-of-scope of the Service Level Agreement ..................................... 38




7.2.3 Service Issue Escalation ............................................................................................................. 39

7.3 Service Level ...................................................................................................................................... 39



8 Exam Scheduling and Exam Administration ..................................................................................... 43








8.4 Service Level ...................................................................................................................................... 44



9 Delivery of the Academic Timetable ................................................................................................ 47








9.5 Service Level ...................................................................................................................................... 48



10 Student Systems Support and Data Quality – Service Description ..................................................... 51









10.4 Service Level ...................................................................................................................................... 53



11 Management of Academic Model Information – Service Description ................................................ 56

11.1 Our services agreed to be In-scope of the Service Level Agreement .................................................. 56

11.1.2 Additional Features....................................................................................................................... 56

11.1.3 Our services agreed to be out-of-scope of the Service Level Agreement ......................................... 56





11.3 Service Level ...................................................................................................................................... 57



12 Provision of Training – Service Description ...................................................................................... 59








12.4 Service Level ...................................................................................................................................... 60



13 Provision of Student Information Reporting – Service Description .................................................... 65









13.4 Service Level ...................................................................................................................................... 66



14 Analysis Reporting ……………………………………………………………………………………………………..……..… 68 - 84


1 Management of Student Data

The following service is provided to the department, school or unit servers covered by the agreement.

1.1 Our services agreed to be In-scope of the Service Level Agreement

The following range of activities is agreed as being in-scope and will be handled.

Maintenance and management of central student data (consisting of data which may be

created or owned by another department, school, college or unit but for which the data

concerned is fully auditable and correct) that is held in the Banner SIS pertaining to

registration details, personal and contact details (including emergency contact), passport and

visa details (where applicable), academic related data (once rolled to academic history), award

details, leaver details, certificate and transcript distribution details;

Maintenance and management of central student data (consisting of data which may be

created or owned by another department, school, college or unit but for which the data

concerned is fully auditable and correct) held in paper format pertaining to registration

details, Not For Publication Pass Lists, online shop requests for certificate and transcript

postage, online shop requests for replacement certificate and transcripts;

Maintenance and management of uncollected award certificates and academic transcripts;

Maintenance and management of study time adjustment data in Banner SIS;

Management of the data output of student self-service facility for updating of personal

details;

Capture of change of circumstance information including interruptions and withdrawals and

the capture of funding implications surrounding change of circumstance information including

interruptions, withdrawals and transfers;

Capture of information pertaining to students whose candidature is cancelled as a result of

non-payment of tuition fees;

Capture of information pertaining to students whose candidature is reinstated following

cancellation as a result of non-payment of tuition fees;

Capture of change of name requests including post-Graduation requests;

Management of education verification requests via the Higher Education Degree Datacheck

(HEDD) third party service;

Provision of training and user manuals to the Schools in support of Management of Student

Data activities.


1.1.1 Additional Features Details any additional services, which may include specialist services or agreed differential service

levels for specific customers, schools etc.

1.2 Our services agreed to be out-of-scope of the Service Level Agreement

Details the services which are not provided for within the agreement.

Maintenance and management of Postgraduate Research specific student data such as notice

of presentation (and additional information), further field of study and research, viva dates,

examiners expenses;

Maintenance and management of student data for which data errors have been created as a

result of the actions of the data creator or owner in another department, school, college or

unit;

Maintenance and management of taught student data whereby the data is stored locally at

department level such as placement information, appeals, PMCs, disciplinary matters,

academic conduct, fitness for professional practice;

Maintenance and management of student complaints and associated information;

Maintenance and management of the Online Shop facility;

Personal reference requests;

Letter requests;

Maintenance and management of the University Records Retention and Data Protection

Policies.

1.3 Service Coverage

1.3.1 Service Hours/Availability This indicates the times and/or days where the service is available. For many services this will be

normal working hours and days although there may be services with weekend delivery or coverage.

Service Service Hours Any exceptions

Telephone enquiries 9am – 5pm Monday to Friday No service during public holiday or University closure

Email enquiries 9am – 5pm Monday to Friday No service during public holiday or University closure

All other enquiries 9am – 5pm Monday to Friday No service during public holiday or University closure

1.3.1 Service Eligibility

Training is provided to all Schools/College staff engaged with Management of Student Data

related activities;

All Schools and College staff can access services in relation to the Management of Student

Data;

All Professional Services staff can access services in relation to the Management of Student

Data.


1.3.2 Service issue escalation Escalation in the event of service failure should be as follows:

1. [email protected] – Student Records Team

2. Administration Officer – Lesley Hall ([email protected])

3. Customer Service Manager – Victoria Owen ([email protected])

4. Head of Customer Service – Nicole Holt ([email protected])

5. Director of Student Administration – Paul Cartwright ([email protected])

1.4 Service Level

This section defines the agreed target performance levels between [the professional service]and its Customers, on the provision of the service.

1.4.1 Target service levels

Service Target Service Level Target Resolution Level

Any exceptions

Regulation and maintenance of Banner SIS student data

Aim to respond to all e-mails and telephone enquiries within 48 hours of receipt during service hours.

80% of e-mails/telephone calls will result in an immediate resolution. 20% of e-mails/telephone calls will require a more detailed investigation and in these cases a resolution will be provided within 5 working days, or the case will be escalated.

Incorrect Banner SIS data entry at department, school, college or unit level

Regulation and maintenance of paper-based student data

Aim to respond to all e-mails and telephone enquiries within 5 working days of receipt during service hours.


Paper-based records which are stored in central student archives.

mailto:[email protected]







Any exceptions

Study time adjustment

Aim to respond to all requests within 5 working days of receipt during service hours.

80% requests will result in an immediate resolution. 20% of requests will require a more detailed investigation and in these cases a resolution will be provided within 10 working days, or the case will be escalated.

Incorrect Banner SIS data entry at department, school, college or unit level Requests which are submitted without the correct information or with incorrect date calculations. Requests whereby there are Home Office Compliance implications.

Change of circumstance / candidature cancelled requests

Aim to respond to all requests within 48 hours of receipt during service hours.


Requests submitted outside the ePortal system (change of circumstance only).

Name change requests


Reference requests To process all requests within 5-7 working days (Service Level defined in collaboration with third party - HEDD)

HEDD system failure. Student debtors.

Replacement transcript requests

To respond within 10 working days to all requests where the student has an entry year of 2005 or later.

80% requests will result in an immediate resolution. 20% of requests will require a more detailed investigation and in these cases a resolution will be provided within 10 working days, or the

Paper-based records which are stored in central student archives. Requests received with incomplete fields. The University cannot guarantee that it holds full and complete academic records for those students



Any exceptions

case will be escalated.

with an entry year prior to 2005 (in-line with records retention guidelines) but a statement of candidature (confirming award details) can usually be satisfied. Student debtors.

Replacement certificate requests

To respond within 10 working days to all requests where the student has an entry year of 2005 or later. To respond within 4 weeks to all requests where the students has an entry year prior to 2005.


Requests received with incomplete fields. Student debtors.


1.5 Customer Responsibilities

The expectations and requirements that the customer will need to fulfil to enable the service to operate to meet their needs.

Data creators and/or owners (at department, school, college or unit level) must ensure that all

data entered into Banner is auditable and correct;

Data creators and/or owners (at department, school, college or unit level) must ensure that all

data entered into Banner is auditable and correct and where applicable follows the

procedures set out at: http://www.sid.salford.ac.uk/page/data;

Schools must ensure that all academic data rolled to academic history is auditable and correct;

Schools must ensure that all signed Not for Publication Pass Lists are provided to Student

Administration for central archiving each year;

Schools must ensure all course transfers are processed in-line with course transfer rules and

procedures set out at:

http://www.sid.salford.ac.uk/cms/resources/uploads/File/2013_docs/SID-

Training/Manuals/Changing%20a%20Programme%20of%20Study%20Manual.pdf;

Schools must ensure that all Study Time Adjustment requests are submitted in writing to SA-

[email protected]. All data and date calculations must be correct.

All change of circumstance requests must be submitted via the ePortal as standard. Paper-

based requests can only be made following written approval by [email protected];

Change of circumstance requests must not be submitted retrospectively. This applies to

students submitting their requests via the ePortal, School staff submitting a request on the

student’s behalf via the ePortal, and any paper-based requests made by students or staff;

Students must ensure that they maintain their personal details via the student self-service

facility;

Students must abide by the Name Change Policy when making a change of name request;

Tier 4 sponsored students must comply with the regulations as set out by the Home Office if

they interrupt, withdraw or if their candidature is cancelled as a result of non-payment of

tuition fees;

Tier 4 sponsored students can only return from interruption if they have complied with the

regulations as set out by the Home Office;

Tier 4 sponsored students can only request reinstatement if they have complied with the

regulations as set out by the Home Office following candidature cancellation as a result of

non-payment of tuition fees;

Students must ensure that all required fields are completed during the replacement

transcript/replacement certificate request process via the Online Shop.

http://www.sid.salford.ac.uk/page/data

http://www.sid.salford.ac.uk/cms/resources/uploads/File/2013_docs/SID-Training/Manuals/Changing%20a%20Programme%20of%20Study%20Manual.pdf

http://www.sid.salford.ac.uk/cms/resources/uploads/File/2013_docs/SID-Training/Manuals/Changing%20a%20Programme%20of%20Study%20Manual.pdf





2 Graduation




Provision of training and user manual in support of Banner SIS Graduation-related activities

such as the population of expected Graduation date and awarding Graduation prizes;

Support for the maintenance and management of the Graduation database and the student

data contained within, including the identification of students eligible to attend Graduation

and associated information including award details, hold/debtor details and prize details;

Maintenance of Banner data affecting the display of students within the Graduation database;

Maintenance of Banner data affecting student registration for the Graduation Celebration

Event;

Production of final award documentation (including certificates, transcripts and prizes);

Ownership of Diploma Supplements (including annual review and update);

Ownership of certificate security holograms and paper supply (provided by Hague);

Proof-reading of the Graduation Brochure;

Post-Graduation follow-up activities for students affected by Banner data issues at the

physical event.



Ordering and supply of School prizes whereby Student Administration are reimbursed via

Inter-Departmental Journal (IDJ)


Details the services which are not provided for within the agreement.

The production of academic transcripts whereby the information is not stored centrally in

Banner (including postgraduate research transcripts) and/or the programme does not demand

an official University of Salford award (including single modules, visiting programmes, English

Language and International Foundation Year);

The management of the physical Graduation Celebration Event including the organisation of

ceremonies, assigning students to seats, issuing/sale of guest tickets, production of

registration/verification/presenter lists, organising event staffing, the provision of

staff/student robes, event photography and transport;

The production of the Graduation Brochure;

Student communications regarding the Graduation Celebration Event;










Training is provided to all Schools staff engaged with Graduation-related activities;

The University Events Manager can make requests for support in relation to the maintenance

of the Graduation Database;

Schools staff, College staff, Advancement Services staff and students can request Banner data

maintenance to enable student registration for the Graduation Celebration Event;

GSU have annual sign-off of updated Diploma Supplement documentation;

The University Events Manager can make requests for proof-reading of the Graduation

Brochure, and assistance with Post-Graduation follow-up activities for students affected by

Banner data issues at the physical event.


6. [email protected] – Student Records Team





2.4 Service Level

This section defines the agreed target performance levels between [the professional service]and its Customers, on the provision of the service.









Any exceptions

Training and user manuals

Offer training and user manuals to all eligible staff in time for set deadlines for Graduation-related activities.

Not applicable

Graduation Database (staff facing)

Ensure the Graduation database is fit-for-purpose in time for set deadlines for Graduation-related activities.

Not applicable Incorrect Banner SIS data entry at department, school, college or unit level



Incorrect Banner SIS

data entry at

department, school,

college or unit level

Graduation Database (student facing)




Production of final award documentation

To produce all final award documentation

Not applicable Incorrect Banner SIS data entry at



Any exceptions

in time for set deadlines for Graduation-related activities.

department, school, college or unit level

Proof reading of the Graduation Brochure

To proof read the Graduation Brochure in time for set deadlines for Graduation-related activities.

Not applicable

Post-Graduation follow-up activities for students affected by Banner data issues at the physical event

Aim to acknowledge all known issues within 10 working days from the Graduation Ceremony.

80% of known issues will result in an immediate resolution. 20% of known issues will require a more detailed investigation and in these cases a resolution will be provided within 5 working days, or the case will be escalated.


data entry at

department, school,




Schools and Colleges must ensure that they check their expected graduates against the

Graduation Database;

Schools and Colleges must ensure that all award and module data entered to Banner SIS is

fully auditable and correct;

Schools and Colleges must ensure that all Graduation prizes data entered to Banner SIS is

auditable and correct;

Schools and Colleges must comply with set deadlines for Graduation-related activities;

GSU must comply with set deadlines for Graduation-related activities;

Change requests for student award data must be authorised at School/College level and be

made in writing to [email protected];

Students must ensure that all debts to the University are clear;

The University Events Manager must request maintenance of the Graduation Database in

writing to [email protected];

The University Events Manager must provide the Graduation Brochure copy for proof reading

within 5 working days of the Graduation Brochure print deadline.




3 Student Service Desk (Marketing and Student Recruitment and Student Administration, Humphrey

Booth House)




Registration Functions

Check in and production of ID cards for new students;

Check in function for International Students outside main registration periods;

Carrying out manual registrations for students who are unable to register online. Home Office Compliance Functions

Completion of Confirmation of Acceptance to Study Request forms for existing students;

Receipt of all documentation from students following Home Office Border Agency chase activities, i.e. new visa and passport recording and scanning. Student Administration Functions

Collection of certificates and transcripts;

Dealing with postal requests for all certificates;

Processing of name changes for students;

PhD thesis submission and enquiries;

Provision of certified copies of degrees and transcripts;

Production of all letters for PGR students;

Production of interim transcripts;

Receipt of PGT extension requests and checking;

Completion of Student Finance England forms for part-time students;

Dealing with requests for Confirmation of Attendance (Student Finance England) by students;

Enquiries about entitlement to and payment of bursaries;

Fee enquiries;

Completion of Career Development Loan forms (various banks);

Confirmation of student status for various permits/passes e.g. bus passes, railcards. Marketing and Student Recruitment Functions

General questions about application processes, deadlines etc;

Receiving and copying documents to support applications;

Receipt of fee assessment forms and evidence;

Receipt of direct applications;

Receipt of requests to defer admission;

Receipt of acceptance confirmations;

Receipt of evidence converting conditional offers to unconditional offers;

Resolving queries about the status of applications submitted.


Other functions

Distribution to and receipt of examination packs from invigilators during examination periods



Ad hoc registration events for students outside main registration events e.g. English Study Programme, Business School Block Delivery and large cohorts of Nursing Students;

Area available for use by other services out of Service Desk opening hours for other purposes such as examination pack collection;

Provision of a discreet area for ID card production for cultural reasons;

Induction loop for use with hearing impaired customers;

Availability of three bookable private rooms for members of staff to meet with customers.


The giving of advice in areas around finance, visas and immigration, health and wellbeing. These

services are provided by the Finance Team and Student Life;

The maintenance and updating of the JANUS enterprise system which is owned by Estates and

Property Services.





Telephone enquiries 9am – 5pm Monday to Friday No service during public

holiday or University closure

Email enquiries 9am – 5pm Monday to Friday No service during public


Service Desk 9.30am – 4.00pm Monday to Friday

No service during public


3.3.2 Service Eligibility The Service Desk is an open access service which primarily specialises in dealing with registered

students and applicants; however, the Service Desk is open access and can also deal with enquiries

from prospective students



11. [email protected] – Service Desk Team





3.4 Service Level

This section defines the agreed target performance levels between [the professional service] and its Customers, on the provision of the service.



Any Exceptions

E-mails All e-mails will be acknowledged within 48 working hours of receipt

80% of e-mails will result in an immediate resolution 20% of e-mails will require a more detailed investigation and in these cases a resolution will be provided within 5 working days, or the case will be escalated.

Registration periods of the University when demands on the staff of the team will extend these response times to 5 working days

Initial Point of Contact for Students

At the first point of contact 90% of customers will be are seen within 5 minutes of arriving at the Service Desk. An initial consultation will determine the action required. This may result in redirection to another service, advice regarding service provision or allocation of a ticket to visit the desk and speak to an advisor.

80% of enquiries will be resolved within 5 minutes 20% of enquiries will take longer than 5 minutes as they may necessitate liaison with other colleagues








Any Exceptions

Waiting time for customers (service users)

If a customer receives a ticket to deal with their enquiry the following waiting times will apply: 80% of students will be seen within 15 minutes of their arrival at the Service Desk 15% of students will be seen within 30 minutes of their arrival at the Service Desk 5% of students* will be seen within 45 minutes of their arrival at the Service Desk * this waiting time length will be as a result of registration events taking place

80% of enquiries will be resolved within the first visit for students 20% of enquiries may need escalation and follow up responses to students.

The peak times for the Service Desk are between 12.00 and 14.00. During periods of heavy demand for the Service Desk students will be offered the opportunity to return for an appointment at a more convenient time. These appointments will be allocated outside of peak times.



Internal Customers

Schools and all student facing departments must manage students’ expectations about the service provided by the Service Desk;

Schools and other student facing departments should avoid sending large groups of students to the Service Desk as this will impact on the service provided;

Schools should consult with the Service Desk staff regarding any issues which will necessitate significant numbers of students visiting the Service Desk so that this can be planned;

Schools must ensure that all data entered into Banner is correct to ensure full and correct information is available for staff on the Service Desk to respond to enquiries in an efficient manner;

Provision of timely information regarding the services provided so that information can be passed on to students;

Teams within Student Marketing and Recruitment and Student Administration to provide clear channels of communication for the Service Desk team to access the required information to deal with customer enquiries. Students

In order to meet the service levels detailed in this service level agreement students must ensure that they come to the service desk with any required documentation to enable their enquiry or service request to be dealt with in a timely manner i.e. ID card, offer letter, visa, passport.


4 Student Administration: Postgraduate Research




The processing of student extension requests;

Production and issuance of student letter requests submitted through Salford Advantage;

The processing of PGR progression points (Transfer Assessments, Interim Assessments and Internal Evaluations) on Banner (SIS) once received from the College Research Support Office;

The processing of completed Notice of Intention to Submit Forms received from the College Research Support Office;

The processing of student thesis submissions (first submissions and re-submissions);

The processing of student moratorium requests;

The processing of final award documentation (post viva voce);

Servicing the Postgraduate Research Award Board;

The dispatch of theses (post award);

The production of PGR Transcripts.



The processing of applications for Higher Doctorate qualifications;

The provision of guidance in relation to PGR matters;

Reporting of student progress to international student sponsors.


The application and admission of Higher Doctoral candidates;

Confirmation of Acceptance to Study (CAS) requests;

Allocation of supervisory teams to PGR students;

The registration, check-in and issuance of ID cards;

Recording of progression and assessments;

Allocation and appointment of Independent Chairs for student viva voce;

Scheduling of student viva voce;

The processing of interruptions of study, withdrawals and changes in student candidature;

The processing of External Examiner Expenses;

The production of pass lists and certificates for graduating students;

Graduation related activities.






Telephone enquiries 0161 295 5309

9am – 5pm Monday to Friday No service during public


Email enquiries [email protected]







All PGR students

College Research Support Office Teams

Academic Staff who engage in the PGR student candidature


16. Generic email: [email protected]

17. Senior Information Officer, Linda Cawley: [email protected]

18. Customer Service Manager, Paul Farrall: e-mail [email protected]

19. Head of Customer Service, Nicole Holt: e-mail [email protected]

20. Director of Student Administration, Paul Cartwright: e-mail [email protected]

4.4 Service Level










Service Target Service Level Target Resolution Timescales

Any Exceptions

Enquiries, advice and guidance

All e-mails will be acknowledged within 48 working hours of receipt


Outlook failure

Processing of extensions of study

100% of extension requests received by deadline will be tabled for consideration by the Postgraduate Research Awards Board (PRAB); The outcome of decision by PRAB to be communicated to students within 5 working days of PRAB

90% of students to be communicated to by email confirming the outcome of PRAB within 5 working days of the board meeting; Tier 4 students to be communicated following communication with Home Office Compliance Team

System failure; Incomplete extension request forms; Tier 4 sponsored students – dependence on Home Office Compliance

Processing of PGR Letter requests

Letters to be issued to 80% PGR student within 5 working days

5 working days System failure;

Processing of Progression Points

100% of progression points received by deadline will be tabled for consideration by the Postgraduate Research Awards Board (PRAB); The outcome of decision by PRAB to be communicated to students within 5 working days of PRAB

90% of students to be communicated to by email confirming the outcome of PRAB within 5 working days of the board meeting;

Incomplete forms



Any Exceptions

Notice of Intention to Submit

Aim to process documentation within 5 working days of receipt of paperwork

80% of students to be communicated to within 5 working days

Incomplete paperwork; System failure

Soft-bound thesis submission (including resubmission)

To dispatch 80% of student submitted work within 2 working days of receipt; To chase 80% of outstanding Joint Examiner Report Form (JER’s) within 7 working days of student viva voce

80% of submitted work to be dispatched to examiners within 2 working days; 80% of JER’s chased within 7 working days of student viva voce

Busy periods where resource demand is greater in other areas of Student Administration, such as registration; Information regarding viva voce date not received from College

Moratorium 80% of requests logged and tabled for consideration by next scheduled PRAB within 48 hours of receipt

80% of requests logged and tabled for next scheduled PRAB

Incomplete paperwork

PRAB Circulate Agenda paperwork to Board members within 7 working days of Board; Production and issuance of minutes following Board within 14 working days of the Board

Agenda to be circulated 7 working days before the Board; Minutes to be produced and circulated within 14 working days of the Board

Outcome of PRAB 80% of students to be communicated to within 5 working days of PRAB

80% of students to be communicated to within 5 working days of PRAB

Inactive student email accounts

Thesis distribution (post PRAB)

Theses to be dispatched to Colleges and supervisors within 4 weeks of PRAB at which student was awarded

4 weeks following Board at which student award was considered

Internal mail/University transport availability

Disposal of uncollected soft bound submitted thesis

Theses to be disposed of within 4 weeks of PRAB

4 weeks following PRAB

Progress Reporting to International Sponsors

Annually, at the end of each academic year

Incomplete data; Non-receipt of Supervisory comments

Note: The processing of External Examiners Expenses is out of scope (currently under consultation)

Postgraduate Research Awards Board (PRAB) meets five times per academic year – September,

October, February, April and June




Internal Customers

Colleges to submit fully completed and authorised paperwork;

E-mail enquiries to be directed through [email protected] in the first instance;

Colleges to manage student expectations in regard to receipt of PRAB ratified decisions;

Colleges to manage student and staff expectations in regard to consequences of non-completion of progression points in accordance with the Research Award Regulations;

Colleges to manage student expectations in regard to late submission of theses and subsequent consequences;

Colleges to ensure that documents which are to be considered by the next scheduled PRAB are submitted to Student Administration by the published deadlines;

Supervisory Teams to ensure adherence to University Research Award Regulations. Students

To ensure their contact details are maintained through use of the Self-Service system;

Students to ensure compliance with University Research Award Regulations.



5 Home Office Compliance

The following service is provided to the department, school or unit servers cover by the agreement.

This would outline the process details and the aims of the service.


The following range of activities are agreed as being in-scope and will be handled …

Oversee that the Home Office Compliance regulations are complied with within the Student

recruitment and practices and the assigning of a CAS, including enquiry communications, the use

of Agents and Partnerships;

Auditing of Attendance Monitoring of tier 4 international students carried out by Schools and Colleges;

Contacting students at risk of becoming non-compliant through lack of engagement with the Attendance

Monitoring Policy;

Report back all students who miss 10 consecutive expected contact points at the nearest designated inter

semester break;

Ensure compliance with the Doctorate Extension Scheme and the Graduate Entrepreneur Scheme;

Carry out all reporting duties in line with the Home Office requirements within the Policy Guidance

documentation;

Report to the Home Office of all tier 4 students who do not register after each registration event within

10 working days of the of the last registration date for the programme;

*Report to the Home Office all Tier 4 student refusals within 10 working days of the refusal being

reported to us;

*Report to the Home Office all Tier 4 student who do not complete their programme within 10 working

days of the withdrawal;

*Report any changes in circumstances to the Home Office within 10 working days of them being

actioned, specifically: Course transfers, Placements Early completion and Withdrawals;

Data checking requirements prior to CAS production in line Home Office requirements in the Policy

guidance specifically CAS Production and the issuance of extending CAS;

Deliver student facing presentations to raise awareness of Home Office Compliance;

Update the training materials for University Staff;

Create and maintain content of the Home Office Compliance sections of Student Administration

webpages;

Update student facing communication in relation to Home Office compliance?

Monitor all documents required in line with Appendix D requirements through chase activities;

specifically the Quality assurance process, Visa chase activity Passport chase , ATAS Chase, UK address and

telephone number chase;

Conduct visa, passport and address chases to identify any missing records and information that has or is

due to expire and ensure this is updated;


Conduct ATAS monitoring prior to registration to ensure all students who require an ATAS are in receipt of

this at the point of registration;

Management of HomeOfficeCompliance functional email account;

Management of Salford-ATAS functional email account;

Co-management of Doctorate Extension Scheme functional email account;

Participation in Doctorate Extension appeals Panel and the Academic Progression Panel;

Creation of all operations manuals relating to Home Office Compliance processes carried out by the Home

Office Compliance Team;

Key contact duties in line with Home Office Requirements, specifically the HTS Sponsor License renewal

application and application for annual CAS allocation and information requests;

Monitor Core measuables and escalate areas of concern to relevant manager and Steering group;

Facilitate the Home Office Steering group;

To enforce mandatory interruptions and withdrawals of students who become non-compliant;

Advise students on compliance visa related issues in relation to their academic study.

* where a PMC, or an appeal is lodged the timeframe is 10 working days after the outcome is known


levels for specific customers, schools etc

Oversee monitoring and recording of all international non tier 4 students leave to remain in the UK

while studying at the University of Salford;

Deliver training on how to check-in an international student;

Develop and distribute attendance monitoring information to students;

Develop and distribute the university of Salford Home Office Compliance information to new students.


Details the services which are not provided for within the agreement

Provide visa advice

Produce CAS’s for applicants

Report back Tier 4 applicant Refusals

Sponsor Licence renewal application

Participate in the Graduate Entrepreneur Panel

Application for annual COS allocation



5.3.1 Service Hours/Availability This indicates the times and/or days when the service is available. For many services this will be



Telephone enquiries 9am – 5pm Monday to Friday No service during public holidays or university closure


holidays or university closure

All other enquiries 9am – 5pm Monday to Friday No service during public

holidays or university closure

5.3.2 Service Eligibility This will usually be members of staff of the University.


21. To functional email account [email protected]

22. Home Office Compliance Information Officers – Scott Mitchell ([email protected])

and Mike Taylor ([email protected])

23. Home Office Compliance Senior Information Officer – Laura Dixon ([email protected])


5.4 Service Level

This section defines the agreed target performance levels between the Student Information Directorate and the College of....., on the provision of the service.








Any exceptions

emails to Home Office Compliance functional account

Initial response to

enquiries within 48

hours (working days

only)

80% of emails will be

resolved within 2

working days

20% of emails will

require more detailed

investigation and

resolution will be

provided in 5 working

days

Where a third party is involved

including a legal advisor and or the

Home Office or the Foreign and

Commonwealth Office (FCO).

emails to Salford-ATAS functional account

Initial response to

enquiries within 48

hours (working days

only)

80% of emails will be

resolved within 2

working days

20% of emails will

require more detailed

investigation and

resolution will be

provided in 5 working

days

Where a third party is involved

including a legal advisor and or the

Home Office or the FCO

Face to face student queries

Respond to all students

queries where they

come to the service

desk to speak to a

Compliance officer

60% resolution on the

date of request to speak

to a compliance officer.

40% will be more

complex and will require

more detailed analysis

to enable resolution and

will be resolved in 5

working days pending

the deadlines of other

stakeholders

Home Office not responding in the

required timeframe

FCO not responding within the

required timeframe

The type of query requiring legal

advice


Service Target Service Level Target Resolution

Timescales

Any exceptions

CAS Extension requests

To produce all eligible

CAS requests within 5

working days

80% of all CAS requests

will be produced within

5 working days where

Salford have up to date

information required to

produce the CAS.

20% of CAS were the

case is more

complicated will be

resolved within 7

working days

Where an Exam board decision is

required a CAS will not be produced

until the Exam Board has met and

agreed the outcome

Any documents required as outlined

on the CAS application form not

provided by the applicant

Failure of one or more of the

following systems: Qlickview,

Banner, BI Query

Any untruthful information or

information not declared on the CAS

request form

During registration

Reporting Refusals Aim to report all refusals

within 10 working days

100% of all known refusals will be reported in 10 working days

Where the student does not provide the information

Reporting No Shows Aim to report all No Shows within 10 working days

100% of all known No

Shows will be reported

in 10 working days

Where the student has special

permission to register late

Reporting Non completers, change in circumstances and early completers

Aim to report all Non completers, change in circumstances and early completers within 10 working days

100% of all known

refusals will be reported

in 10 working days

Where the Home Office Compliance

is not informed within 7 working

days of this action

Contacting students who have missed 6 consecutive expected contact points

Email all students who

have missed 6 expected

contact points

Salford Business School Block

delivery

Programmes that do not adhere to

the Qlickview model


following systems: Qlickview, Banner

Reporting students

who missed 10

consecutive contact

points

Aim to report all

students who have

missed 10 consecutive

contacts in the inter-

semester break

100% of students who

have missed 10

consecutive contacts

within 5 workings of the

inter-semester break


following systems: Qlickview, Banner


Service Target Service Level Target Resolution

Timescales

Any exceptions

Production of taught spreadsheets for attendance monitoring data collection

Aim to produce attendance monitoring spreadsheet every teaching week by 2pm Monday

100% every teaching week by 2pm Monday


following systems: Banner BI Query

Production of Research attendance monitoring spreadsheets

Aim to produce

attendance monitoring

spreadsheet first week

of every month

100% in the first

working week of the

month


following systems: Banner BI Query

Audit Attendance Monitoring

Aim to audit all students

requiring a CAS

extension Attendance

Monitoring

Audit 100% of

Attendance Monitoring

data for all CAS

extension requests

Audit Check in records Audit a 20% sample of

all Check-in records for

each registration intake

Check 20% of all Check-

in records for each

registration intake

within 4 weeks of the

last registration date

During September and January

intakes where the volumes will be

higher

Compliance advice at international Check in events

All visa issues at the

point of registration will

be dealt with by a

compliance officer

100% of all compliance

issues will be addressed

if raised to a compliance

officer and an action

plan for resolution

created for the

applicant/student

If the query is not raised to a

compliance officer

DES appeal decisions 100% will be responded within 3 working days of the panel meeting

80% of decisions will be

made within 3 working

days of the panel

meeting

20% where the case is

more complex and more

information is sought a

decision will be

communicated to the

student in 5 working

days

Where the student has failed to

provide sufficient evidence




Students to keep their contact details up to date using the my student info website https://cd.salford.ac.uk/Login/Index?ReturnUrl=%2f

Students to inform us of visa Refusals within 3 working days of receipt of refusal document from the Home Office;

Students to provide all documents pertaining to appendix D when requested within 7 working days of request;

Students to update the university when any documents within appendix D changes within 7 working days;

Students to inform the School when they wish to Interrupt, withdraw or transfer;

School to inform SA within 7 working days of Interruption, Transfer, withdrawal of it being agreed;

Schools to inform the Home Office Compliance team of all Tier 4 students who complete their dissertation earlier than the programme end date;

GSU to inform Home Office Compliance Team when an appeal has been logged against a required to withdraw decision within 7 working days of the required to withdraw appeal;

Students to inform GSU of appeal against RTW within 5 working days of Required To Withdraw;

Students to provide exit evidence when they do not complete their programme and/or when requested by the Home Office Compliance Team;

College and School staff to manage collection of attendance monitoring data and follow up missing attendance monitoring forms with email correspondence;

College staff to complete Attendance Monitoring spreadsheets by the 2nd week of the following month;

School staff to complete Attendance Monitoring spreadsheets by the first working day of the following week;

Schools to report areas of concern regarding students nonattendance to the Home Office Compliance Team where intervention is required;

School staff to inform SA when more AMRF forms are required for their School;

Academics to fully adhere to the attendance monitoring policy and sign AMRF and RSRF sheets as required. To work with students to prevent back dating of forms and encourage them to submit within the timeframes of the policy;

Home office to respond to eligibility requests about applicants and students in 3 working days.

https://cd.salford.ac.uk/Login/Index?ReturnUrl=%2f


6 Student Administration: Registration




The management of the online registration system (OLR) output of data;

The physical check-in event for new UK/EU and all international students;

The issuance of student ID cards to FT UG New Students, provided by a third party (Santander);

The issuance of student ID cards to all other New Students;

The provision of registration process information to all students, irrespective of mode of study;

The provision of ad-hoc registration and check-in events for large cohorts outside of the main September intake;

The management of all student registrations for those resuming studies following a period of interruption;

The provision of detailed briefing sessions to all University staff regarding the registration process;

To provide the updated content for registration information on the University web pages;

Provision of student data to schools and colleges at the end of defined registration periods to assist with converting student registrations;

The closure of student records on Banner (SIS) for those who fail to register within the defined registration period;

Communication of withdrawal notification to students;

Management of late registration period;

The issuance of confirmation documents post-registration for new students, including proof of study, council tax and introductory bank letters;

To provide updated the updated content for training manuals.



The physical provision of ad hoc registration events English Study Programme and International Foundation Year cohorts;

The management of the physical ad hoc registration period for Salford Business School Block Delivery students, which falls outside of the Academic Regulations for Taught Programmes.



The induction of students (Schools, Library, College, etc.);

School registration (including DBS and health clearance checks);

Issuance of ID cards to returning students or replacement ID cards;

Online module enrolment for taught programme students;

Provision of timetable information for all students;

Notification of student attendance to Student Loans Company (SLC) or Student Finance England (SFE);

Notification of student changes of circumstance to Student Loans Company (SLC) or Student Finance England (SFE);

Processing of student extension requests for postgraduate students.





Telephone enquiries 0161 295 5309



Email enquiries [email protected]







University of Salford staff who engage with the registration of students


25. Generic email: [email protected]

26. Senior Information Officer, Linda Cawley: [email protected]

27. Customer Service Manager, Paul Farrall: e-mail [email protected]

28. Head of Customer Service, Nicole Holt: e-mail [email protected]

29. Director of Student Administration, Paul Cartwright: e-mail [email protected]

6.4 Service Level











Any Exceptions

Provision of Registration information to students

4 – 6 weeks before the commencement of teaching

Late applicants; Students holding conditional offers; IFY & ESP students; Any student with Banner data issues; Students without a valid personal email address

Provision of content for University web pages

4 – 6 weeks before the commencement of teaching

Web management failure

Issuance of ID cards to new students

On the allocated check-in day for 80% of campus based students; Within 48 hours of receipt of photographic ID to registration inbox for 80% of non-campus based students

3rd party system failures; Any student who has not fully completed the registration process (accepted T&C’s); Incorrect format of submitted photograph

OLR Email bounce-backs All e-mails will be acknowledged within 48 working hours of receipt


Banner system failure; Outlook offline




Internal Customers

Schools to ensure that appropriate module and rate code information is uploaded on to Banner (SIS) for the student;

College finance teams to ensure that fee waivers (where appropriate) are applied to student records;

Schools to notify Student Administration of funding that needs to be applied to the student’s record;

Marketing and Student Recruitment to ensure that all new applicant records are set to UFAA status;

Marketing and Student Recruitment to ensure that all new applicants have a valid personal email address recorded on Banner (SIS);

Marketing and Student Recruitment to ensure appropriate assignment of residency codes for the mode of study for which a student is undertaking;

Schools must ensure that, following examination boards, appropriate progression codes are applied against the student record;

College Research Support Teams must ensure that their students have completed required progression points in accordance with the Research Award Regulations;

Income and Treasury Management must ensure to apply all sponsor letters/financial agreements to the student record;

All students must ensure to have satisfied their financial obligations to the University for successful completion of registration;

Tier 4 sponsored students must ensure their satisfy their requirements for compliance in accordance with the guidelines set out by the Home Office Visa and Immigration Service;

Marketing and Student Recruitment to ensure that any student discount (e.g. Country Bursary, Scholarship etc.) is correctly applied to the student record at point of admission. Students

To have provided the University of Salford with a valid working personal email address


7 Fees and Awards




Interruptions, Withdrawals and Transfers

Maintenance and management of Interruptions and Withdrawals process delivered both

electronically and by paper form (in exceptional circumstances only) (link to process);

Maintenance and management of central student data in SIS Banner , if required, is

completed and maintenance of the Sponsor Contracts, Student Loans Company (SLC) funding,

Career Development Loan providers (CDLP) and School exemptions are made in line with

University policy governing the Interruptions and Withdrawals (see above link);

Ensure University Regulations are adhered to when completing the task (link to the Academic

Regulations for Taught Programmes 13/14);

Identification of international Tier 4 visa students who require the intervention of the Home

Office Compliance Team on [email protected].;

Ensuring transfer of course, module or transfer of mode of study is requested within the

guidelines of the Academic Regulations for Taught Programmes (current version 2013/2014);

Maintenance and production of communications to the student, SLC and CDLP.

Cancellation of Candidature/Reinstatement of Registration

Maintenance and management of Cancellation of candidature/Reinstatement of Registration

Process (link to document – in abeyance - requires updating);

Maintenance of Banner SIS ensuring amendment to status in line with University policy

governing Cancellations and Reinstatements;

Ensure all academic regulations are adhered to when completing the Cancellation or Re-

instatement (link to Regs for Taught Programmes);

Ensure the reinstatement form is completed fully by College or School support staff, ensuring

the student is academic able to return to their studies (following the break from studies

forced by the cancellation of candidature);

Identification of students who require intervention of the Home Office Compliance Team on

[email protected].

Maintenance and management of communications to the student and schools and other

designated parties.




Scholarships and Bursaries

Maintenance and management of Terms and Conditions of the Bursary and Scholarship

Scheme. (link to policy – currently updating);

Ensure all Bursaries and Scholarships are approved before the non negotiable SLC controlled

draw down date (or before the alternative manually controlled payment date);

Maintenance and management of information in Banner (SIS) to ensure students who have

interrupted or withdrawn from their course have bursary and scholarships overpayments

removed and payments recalculated;

Maintain and manage the data provided to the Higher Education Bursaries and Scholarship

Scheme (HEBSS) to ensure accurate disbursement of the bursaries and scholarships;

Maintenance and management of communications with the schools prior to the closure of the

Portal to ensure Banner SIS information is up to date and awards are not assigned to students

who have interrupted or withdrawn from the course;

Maintenance and management of communications to the student and schools and other

designated parties.

Fees

Maintenance and management of the Fees Table following Executive approval of the current

academic year fees;

Maintenance and management of communications to the schools regarding their requests

for ad hoc fees in line with University policy surrounding such requests;

Maintenance of fees within SIS Banner, mainly resulting from repetition of studies (requiring

a recharge for reduced modules), fee reductions (resulting from interruptions and

withdrawals) and all other fee amendments;

Managing fee waivers, Erasmus exemptions and other fee reducing exemptions in line with

University Policy (link to Exemption document – currently under review);

Maintenance and management of the Attendance Confirmation Report, ensuring all data on

SIS Banner is correct prior to each of the three liability dates (releases fee funding to the

University);

Management of the Confirmation of Attendance as required by SLC via the HEBSS portal

(releases maintenance funding to the Student).

7.1.1 Additional Features

Details any additional services, which may include specialist services or agreed differential

service levels for specific customers, schools etc

None specified


7.1.2 Our services agreed to be out-of-scope of the Service Level Agreement

Detail the services which are not provided for within the agreement.

Ownership of the on line Interruption and Withdrawal process. Any inaccuracies or

inability to use to be reported to [email protected].

The drop deletion of modules prior to the School approval of the request to

withdraw or interrupt (? link with dd process);

The date provided by the Student, School or College. It is their responsibility to

ensure the date given for the Interruption or withdrawal from their course is correct

in line with the policy on Interruptions and Withdrawals (add link), The date cannot

be retrospective (maximum backdate of four weeks) and the date cannot precedes

an examination taken and marked;

No responsibility can be taken for any products managed outside of the Universities

area of responsibility i.e. SLC timely management of Change of Circumstances

(CoC’s), or suspended or incomplete applications for funding made through Student

Finance England (SFE), failure of the student to share information with the Higher

Education Institutions (HEIs). Removal of funding by Sponsor’s or the CDLP.

No responsibility can be taken for Colleges and Schools allowing the transfer of modules or

mode of study after the deadlines stated in the Academic Regulations for Taught Programmes

current version 13/14


7.2.1 Service Hours/Availability

This indicates the times and/or days where the service is available. For many services this

will be normal working hours and days although there may be services with weekend

delivery or coverage.

Reasonable notification will be given for any changes to this service due to University

activities (i.e. Registration etc)


Telephone enquiries

9am – 5pm Monday to Friday

No service during public holiday or

University closure

Email enquiries 9am – 5pm Monday to Friday


University closure

All other enquiries 9am – 5pm Monday to Friday


University closure




Training and in house training materials are provided to all schools undertaking the

on-line Interruption and Withdrawal process – [email protected]

7.2.3 Service Issue Escalation

Escalation in the event of service failure is as follows:

1. [email protected] or [email protected]

2. Administration Officer - Sarah Donaldson – Bursaries ([email protected])

3. Administration Officer - Samantha Barrett – Fees ([email protected])

4. Customer Service Manager - Barbara Eriksson - [email protected])



7.3 Service Level

This section defines the agreed target performance levels between (the professional service)

and its Customers, on the provision of the service


Service Target Service Level Target Resolution Level Any exceptions

Regulation and maintenance of Banner SIS student data




Regulation and maintenance of paper-based student data (Interruptions, withdrawals and Re-instatement forms)


70% of e-mails/telephone calls will result in an immediate resolution. 30% of e-mails/telephone calls will require a more detailed investigation and in these cases a resolution will be

Paper-based records sent retrospectively outside of the four week back date rule Re-instatement forms with inadequate or missing College or School staff designated signatories, or failure of permission to continue study







provided within 10 working days, or the case will be escalated.

Failure of the On line Interruption and Withdrawal system to deliver the request to the schools and colleges for agreement and confirmation

Request to award a scholarship or bursary

Aim to respond to all Excel spreadsheets from Admissions within 5 days of their receipt during service hours Ad hoc requests made following the receipt of this spreadsheet will be responded to within 48 hours of their receipt during service hours, unless the case is escalated

90% of awards will be disbursed 10% of awards may require more detailed investigation and in these cases a resolution will be provided within 5 working days, or the case escalated

Incorrect data on spreadsheet or a change of status of the student prohibiting the award being processed (subsequently transferred, withdrawn or interrupted) Non qualification of the award (outside the Terms and Conditions of the Scholarship and Bursary Scheme)

Change of circumstance / candidature cancelled requests



Requests submitted outside the HEBSS ePortal system (change of circumstance)

Request for fee amendment by manual reduction

Aim to respond to these requests within 48 hours of receipt during service hours


Requests for amendments that do not detail the reason for the amendment in full]

Request for fee amendment

Aim to respond to these requests within 48 hours of

80% requests will result in an immediate resolution.

Requests for fee exemptions not covered by the Erasmus, Marie Curie or Socrates



by Exemption receipt during service hours

20% of requests will require a more detailed investigation and in these cases a resolution will be provided within 10 working days, or the case will be escalated.

exemptions. (Schools and Colleges have the responsibility of processing their own fee exemptions)

Request for a Confirmation of Registration



Students who fail to register onto the course fully Students’ failure to return their Declaration to the SLC. This is required to release their funding.

Request for Attendance Confirmation (enquires normally from University Finance due to none fee payment)



Students who fail to register onto the course fully Students’ failure to complete their applications correctly and return their Declaration to the SLC. These issues normally indicate issues with SFE/SLC so out of the control of the University staff



The expectations and requirements that the customer will need to fulfil to enable the service

to operate to meet their needs.

The designated School and College staff must ensure that they react to the students request for information regarding interruptions or withdrawals from studies within 48 hours of the student’s request. This helps to prevent an overpayment of maintenance and University maintained Scholarships and Bursaries and triggers refunds to students who have overpaid;

The designated School and College staff must ensure that when undertaking Interruptions and withdrawals on behalf of the student through the on line portal, these are reported within 48 hours of the request being made by the student. This helps to prevent an overpayment of maintenance and University maintained Scholarships and Bursaries and triggers refunds to students who have overpaid;

Schools must respond to communications from the Fees and Awards Team, requesting information on students who are failing to attend or whose attendance is sporadic without reason are reported as soon as is possible to prevent the overpayment of University maintained Bursaries and Scholarships;

The schools must ensure that when advising the student and/or processing interruptions and withdrawals, the regulations surrounding this activity are adhered to( inability to backdate more than four weeks);

In the event of a request for a retrospective interruption or withdrawal made in very exceptional circumstances, the school must ensure that any supporting information is provided at the time of the request. Failure to action the request at College or School level will not be accepted as an exceptional circumstance, and as such the School or College will be required to contact ?? (Paul, Vikki, Helen) for resolution and further action;

Schools must ensure that the modules not to be taken are drop deleted on Banner SIS system before the Interruption or Withdrawal is sent for processing. This does not include setting the registration status to IN, WD or WN;

All Interruptions and Withdrawals must be authorised at School level and the date supplied by the student agreed as correct. Please contact [email protected] for further clarification;

School must ensure they respond to any requests for information provided by the Income and Treasury Department prior to the Cancellation Process commencing to ensure we are acting in the full knowledge of the students situation;

The School must ensure the student ceases to attend tutorials, and not accept or mark work handed in my the student , or papers submitted during examinations sat after the cancellation of candidature date;

If the student is international, his cancellation will be forwarded to the Home office compliance team within Student Administration, and when confirmed will be reported back to the UKBA by the SA-Home Office Compliance Team. This will affect the student’s study visa as this will be curtailed as a result of the cancellation of candidature and this curtailment may prevent the student from resuming their studies once their debt has been discharged. The student should not be allowed to continue to attend following the cancellation of their candidature due to the Compliance regulations.


8 Exam Scheduling and Exam Administration




Verification of all potential written examination requests through the identification of all

examinable modules recorded in Banner;

Capture and validate examination requests at U/G and PGT levels from Schools for the following

periods: Semester 1, Semester 2, Resits and Out-of-Time examinations for Programmes with

intakes other than September (which has its own procedures);

Capture exam concessions of individual needs students (for those sitting in the main exam venue);

Schedule above requests in line with paper order and common elements where applicable;

Schedule in accordance with estates constraints, student experience and School requirements in

that order;

Provision of invigilation guidance;

Provision of invigilation training online;

Provision of examinations rules and regulations for students (available online);

Generate and distribute student personal exam timetables;

Exams administration:

o Receipt of exam papers from Schools o Send exam paper orders to Repro o Receipt and secure storage of batched exam papers o Arrange collection service and distribution of exam papers to exam venues o Ordering and distribution of exam answer scripts to locked exam locations across campus o Preparation of exam pack for invigilators collection o On-the-day support to the Senior Invigilator and students o Arrangement of student marshalling at large venues o The receipt of completed exam scripts



Out of Time, Re-sit, Distance Learning and Overseas examinations (this needs specifying) – liaise with British Councils etc



Scheduling individual needs examinations (outside of main venue);

Oral, practical examinations.





Service* Service Hours Any exceptions




During examination periods 8am – 6pm Monday to Friday Out of Time examinations

*during exam requirements capture


All School professional services staff

All School academic staff (under review – suggest academic issues are raised via School offices)

All U/G and PGT students sitting written examinations

Training and guidance is provided to School professional services staff and invigilators (via online

information)


[email protected]

Annette Barry – Information Officer (exams lead)

Logistics Project Manager – Jonathan Welsh

Director of Student Administration – Paul Cartwright

8.4 Service Level






Any exceptions

During ‘call for examinations request’ window (2 weeks) Issue call for Semester 1: mid October Issue call for Semester 2: mid February Issue call for Resits (UoS and overseas): early July


e-mails/telephone calls will result in an immediate resolution. 20% of e-mails/telephone calls will require a more detailed investigation and in these cases a resolution will be provided within 48 hours, or the case will be escalated.


data entry at

department, school,


Overseas: dependent

on British Council

availability to respond

Distribution and sign-off of draft exam timetable

As above As above As above

Provision of final exam timetable

Target to School: Semester 1: mid Nov Semester 2: end March Resits (UoS and overseas): early Aug

Target to Student: Semester 1: early Dec Semester 2: early April Resits (UoS and overseas): early Aug

As above As above

Provision of invigilation

guidance; online

training; regulations for

students (available

online)

Redrafted and approved by end November annually

n/a

Examination Administration

Service Levels – further

work required

60% of exam papers checked and sent to Repro 10 days prior

to date of exam

40% of exam papers checked and sent 7

days Exam packs ready 24 hours prior to exam




Schools to validate information on all examinable modules in Banner post programme approval;

Schools to adhere to Student Administration deadlines re requests for examinations;

Schools to ensure students are enrolled correctly on correct modules in Banner;

School to limit constraints in relation to scheduling exam in the interests of efficient scheduling, estate utilisation and student experience;

Schools to arrange and confirm invigilators in timely manner following Logistics request;

Schools to manage examinations for students with individual needs (outside main venue);

Schools to manage expectations of students in respect of publication of and examinations timetables;

Estates to set-up, breakdown and maintain exam venues throughout exam periods;

Reprographics provide copied papers in line with instructions supplied by Logistics.


9 Delivery of the Academic Timetable



The following range of activities is agreed as being in-scope and will be handled:

Maintenance and management of CMIS data (consisting on annual set up of timetable data set;

Banner SIS data transfer; programme structure confirmation; confirmation of estate; input of

lecturer, programme and module constraints)

Production of annual programme and module level teaching timetables consisting of:

o Design and provision of timetable request documentation

o Management of timetable request capture

o Data input

o Scheduling (auto and manual to zones)

o Management of draft timetable release, validation, optimisation and confirmation of final

timetable

Management and input of essential non-teaching events (induction and examination bookings) in

advance

Production of individual personalised teaching timetables for students

Provision of information to develop student registers

Management of requested changes to the teaching timetable

[Ad hoc room booking] – will become subject of separate SLA Annual review of the Timetabling

Policy and Timetabling Operating Procedures

Annual review of the teaching and examination timetabling process

Provision of enquiry handling support to CMIS users

Provision of enquiry handling support to students (detail)

Provision of training and user manuals to Schools in support of Timetabling activities

Provision of scheduled and ad-hoc data reports to inform estate planning and explain utilisation

Maintenance and review of Online Timetable Application (OTA) content; guidance and online

training nuggets



Production of annual teaching timetable for ELC (English Language Centre) events – this is

currently differentiated from main School timetables, but needs integrating



Facilities management – maintenance of rooms, equipment

Collaborative provision teaching events off-site






Telephone enquiries 9am – 5pm Monday to Friday No service during public




All other enquiries 9am – 5pm Monday to Friday No service during public



School and academic staff can request teaching events with CRNs to be timetabled;

Schools and Units providing additional non-CRN events which support teaching to be timetabled

(detail);

Estates staff can request teaching event information for planning and utilisation purposes;

Divisions and units supporting students (e.g. Estates, Accommodation, Library) are provided view-

only access to CMIS.

9.4.3 Service issue escalation This will summarise the key individuals to be contacted in the event of service failure.

Timetable enquiries (students): [email protected]

Complaints – tbc;

Timetable enquires (staff): new email to be established;

Clashes – (currently): SID College Teams;

Room availability: Logistics;

Policy, protocols: Dir Student Administration. Appeals escalated to Timetabling Project Board;

Appeals on allocation: from designated School Timetable Leads (academic) to Timetabling

Project Board;

Post publication changes: decision maker – Timetabling Project Board sub-group chaired by Gai

Murphy. Appeals escalated to DVC.

9.5 Service Level






Any exceptions

Timetable enquiries Schools


e-mails/telephone calls will result in an immediate resolution. 20% of e-mails/telephone calls will require a more detailed investigation and in these cases a resolution will be provided within 48 hours, or the case will be escalated.

*Roll teaching timetables over to the next academic year and confirm requirements by net change

Beginning February each academic year

*Confirmation of information on academic staff constraints and exceptions

Beginning April each academic year

*Publish teaching timetables at programme level

Mid-August each academic year

*Publish personalised teaching timetables

By first week teaching each academic year

*subject to service levels will be agreed when new 2015/16 timetable processes are confirmed



The expectations and requirements that the customer will need to fulfil to enable the service to operate to meet their needs;

Schools to provide information on all new and amended programmes and modules by the set deadline;

Schools to validate/reduce/delete existing constraints and add constraints for new modules, if appropriate, by the set deadline;

Schools/academic staff to view and check draft timetables and confirm their validity by the set deadlines;

Schools to minimise number of post publication changes and provide full and timely case of change information on accepted proforma; School;

Schools/Colleges to validate any requests for changes;

Schools to manage expectations of students in respect of publication of teaching and examinations timetables;

Schools to sign off the baseline teaching timetable at a programme level by the set deadline;

10 Student Systems Support and Data Quality – Service Description

As part of our commitment to quality in relation to the University’s student data requirements and the systems required to support them, SA - Student Data & Systems will provide the following service:


The following range of activities is agreed as being in-scope:

Student Systems Developments [Student systems include: Banner SIS; Gradebook; Exam Board Reporter (EBR); Online Module Enrolment (OME); Argos Letters; Maintaining Student Data (MSD) Portal; CMIS; Online Registration (OLR)]

o Reviewing and prioritising system change requests o Working with SA Colleagues and ITS to

define detailed business requirements deliver agreed functionality

o Manage all development and testing services

Student Information System (Banner) Application Maintenance o Managing the delivery of upgrades and patch releases o Managing the specification; testing; and resolution of system bugs o Management of SIS instances

User Acceptance Testing o Manage User Acceptance Testing with Schools and Professional Service staff

Banner SIS Security Administration o Ensure system available to appropriate groups at appropriate levels

Banner Access o Access provided to trained personnel only o Removing Banner access when staff leave

Student Data Quality o Responding to queries in relation to student data quality, accuracy and availability o Implementing an approach to ensure the continuous improvement of student data

quality o Managing delivery of data quality improvement initiatives


Student Systems Support o Responding to queries relating to student systems and data as follows:

Student Information System Banner

Responding to system and data queries not defined elsewhere in this document excluding Marketing and Recruitment data and processes

Exam Board Reporter (EBR)

Queries relating to student results data; progression and award recommendations; and resulting updates to Banner – output / generated by Web Based EBR

Gradebook Mark Entry and PMC Data Management Argos Results Letters Online Module Enrolment

Responding to queries relating to module enrolments generated by Core Module Enrolment or student selections via Online Module Enrolment NB: General student data queries in relation to registration and module enrolment are defined elsewhere in this document

Opening and closing access to the online system Maintaining Student Data (MSD) student portal

10.1.1 Additional Features Details any additional services, which may include specialist services or agreed differential




The recording of marks in Gradebook.

Student Support Plans

Academic misconduct and other student facing policies

Verification and Moderation

PMC process other than data management

PMC student portal (managed by GSU)

GSU Management of Exam Boards

BlackBoard and Turnitin results and feedback

Final allocation of Students to modules

Responding to queries relating to Marketing and Student Recruitment data and processes

IT Service availability



10.3.1 Service Hours/Availability The service, as listed above, is available during normal working hours excluding public

holidays or University closures.


Telephone Enquiries 9am – 5pm Monday to Friday No service on public holidays

Email Enquiries SA - Student Data & Systems

9 am – 5pm Monday to Friday

No service on public holidays

10.3.2 Service Eligibility All School, College and Professional Service Staff.

10.3.3 Service issue escalation Escalation in the event of service failure should be to the Head of Student Data and Systems

– Helen Hemaya ([email protected]) in the first instance. Any issues which remain

unresolved will be escalated to the Director of Student Administration – Paul Cartwright

([email protected]).

10.4 Service Level

This section defines the agreed target performance levels between Student Administration and its Customers, on the provision of the service.





Service Target Service Level Target Resolution Level Any Exceptions

Student Systems and Data queries

All e-mails will be acknowledged within 48 working hours of receipt

Where possible these will result in an immediate resolution Where they require a more detailed investigation the aim will be to provide a resolution within 5 working days, or the case will be escalated.

Student Systems Developments

Completed according to agreed project deadlines

Not applicable Specifications ambiguous / Scope creep

Student System Upgrades

Completed according to agreed deadlines

Not applicable Impact not fully assessed by the business

User Acceptance Testing Completed according to agreed project deadlines

Not applicable Agreed resource not released from Schools or Professional Services

Banner SIS Security Administration / Access

Requests actioned within 2 working days

Not applicable Consultant trainers out of the office delivering training

Student Data Quality – approach

Approach to Data Quality agreed by end of March

Not applicable

Student Data Quality – invalid dataset identified for resolution

Initial invalid dataset identified for resolution by end of April

Not applicable

Student Data Quality – invalid dataset corrected and preventative strategies in place

Initial invalid dataset corrected and preventative strategies in place by [TBA]

Not applicable




Line managers to notify SA-Training when staff will leave or take a different position in the University to enable system access to be amended. This is particularly important for part-time and temporary employees.

Staff are responsible for notifying SA – Student Data and Systems as soon as data quality issues are identified

Schools and Collaborative Colleges to mark assessments and enter academic results via Banner’s Gradebook module

Schools and Collaborative Colleges to ensure PMC requests and decisions are recorded via agreed interfaces

Exam Board Reporter o School staff to prepare and run Exam Board reports o Collaborative Provision – [Responsibility for running Exam Board reports on behalf

of collaborative colleges to be agreed with Partnerships Office] o Web Based EBR to be used for all in scope programmes o Schools and Collaborative Colleges to validate data with Academics prior to an

Exam Board o ITS to ensure service is available and meets Business Requirements

Mark Entry, Progression Data & PMC Data Management o Schools to maintain Due Dates (Submission Dates) per component in Banner prior

to entry of marks o Schools to ensure all marks are entered via Gradebook o Schools to record APEL Transfer Credit in Banner

o PMC management of information including PMC Panels

o Late Rule Processing – recording revised submission dates in Gradebook for students who have submitted work late

Schools to manage expectations of students in respect of publication of results

Results & Feedback Communications (Argos letters) o Schools responsible for running results letters / email bursting

Module Enrolment o Schools to validate programme and module structures as maintained in Banner –

via reports from CAPP o Schools to perform final allocation of students to modules o Schools to carry out module enrolment for all Programmes agreed to be out of

scope of OME


11 Management of Academic Model Information – Service Description


The following is an outline of the process details and the aims of the service.


The following range of activities is agreed as being in-scope and will be handled:

Setting up newly approved Programmes on the Student Information System (SIS) - Banner

Setting up newly approved Modules on the SIS

Making approved Programme and Module amendments in the SIS

Making approved Programme and Module withdrawals in the SIS

Setting up Programme delivery details in the Curriculum, Advising and Programme Planning (CAPP) module of the SIS to support selection of optional modules via the University’s Online Module Enrolment facility

Maintenance of Gradebook setup details in Banner (SYAGCOM) for CRNs (components, weights, etc.) excluding Due Dates

Annual CRN (Course Reference Number) rollover in the SIS

Annual Student rollover in the SIS

Maintaining Salford’s programme / fee information on the Student Loan Company (SLC) database

Add / update staff details in Banner

Troubleshooting problems with students’ records in relation to Programme and Module setup

Troubleshooting problems with Gradebook setup

General support and advice regarding Programmes, Modules and their Banner setup

11.1.2 Additional Features Details any additional services, which may include specialist services or agreed differential


11.1.3 Our services agreed to be out-of-scope of the Service Level Agreement


The capture of Programme and Module specification detail not held in the SIS – e.g. reading list information.

The recording of marks in Gradebook.

Maintenance of Blackboard content.


11.2.1 Service Hours/Availability The service, as listed in 8.1 above, is available during the following working hours / days (7.30

– 2.30) Monday to Friday excluding public holidays or University closures.

11.2.2 Service Eligibility All School and College Staff.


11.2.3 Service issue escalation Escalation in the event of service failure should be to the Head of Student Data and Systems –

Helen Hemaya ([email protected]) in the first instance. Any issues which remain



11.3 Service Level


11.3.1 Target service levels NB: The P&M approval dates below need to be reviewed in the light of the new Programme Approval process currently being agreed with Helen Marshall


E-mails All e-mails will be acknowledged within 48 working hours of receipt


Registration periods of the University when demands on the staff of the team will extend these response times to 5 working days

Setting up newly approved Programmes and Modules

Completed according to the deadlines published by SA

Not applicable Paperwork ambiguous – further clarification sought

Making approved amendments to Programmes and Modules



Setting up ad hoc (e.g. late) approved P&Ms

Aim to acknowledge all requests within 48 working hours of receipt

Completed according to individual deadline agreed with SA

Paperwork ambiguous – further clarification sought

Approved withdrawal of P&Ms



Setting up CAPP and making structures available to School staff for checking

Completed according to the deadlines published by SA Probably need turnaround of structure signoff here from Schools


Maintaining Gradebook setup in Banner (SYAGCOM) for CRNs (components, weights, etc.) excluding Due

Dates







Add / update staff details in Banner

Aim to acknowledge all requests within 48 working hours of receipt

Within 1 week of request

Responding to queries with Students’ records in relation to Programme and Module setup



Peak times of year for Programme & Module Maintenance

Responding to queries with Gradebook setup (SYAGCOM)



General support and advice regarding P&M setup in the SIS



Peak times of year for Programme & Module Maintenance



NB: Timeline and stages in the process to depend on new P&M approval process being determined by Helen Marshall for Sept 2014

Schools/Colleges, via the T&L teams, to comply with the set deadlines for the approval of new/amended programmes and modules;

Schools/Colleges, via the T&L teams, to maintain clear version control of all programme/module approval documentation;

Validation of programme and module structures as set up in CAPP and circulated to Schools and Colleges - to agreed deadlines.


12 Provision of Training – Service Description

As part of our commitment to achieve high quality data and a high level of Student Administration customer service, SA-Training will deliver an effective and timely training service in respect of Student Information Systems and Student Administration processes.

The following is an outline of the process details and the aims of the service.


The following range of activities is agreed as being in-scope for Student Information Systems

and/or Student Administration Processes:

Deliver formal and informal training sessions

Produce and maintain training materials, user guides and documentation

Design and create eLearning materials

Design and create online training toolkits in Blackboard

Use SAP Training and Events to record and report training attendance

12.1.1 Additional Features N/A


Details the services which are not provided for within the agreement:

Training delivery, production of training materials and the creation of eLearning for non Student Information Systems and/or non Student Administration processes.

Maintenance of SAP Training and Events for non Student Information Systems training.

Maintenance of other departmental Blackboard content.


12.3.1 Service Hours/Availability SA Training services will be available during normal working hours.


Telephone Enquiries Ext: 52894/50476

9am – 5pm Monday to Friday Note: SA Consultant trainers may be out of the office delivering training.


Email Enquiries [email protected]

9 am – 5pm Monday to Friday Note: SA Consultant trainers

may be out of the office

delivering training.


12.3.2 Service Eligibility All University staff are eligible to request SA training services.


12.3.3 Service issue escalation Escalation in the event of service failure should be to the Head of Student Data and Systems

– Helen Hemaya ([email protected]) in the first instance. Any issues which remain



12.4 Service Level



Service Target Service Level Any exceptions

Training requests/queries sent to [email protected]

Initial response to request/query within 1 week (5 working days) Response will take the form of either an immediate response or a timescale for the completion of the request which may include consultation work depending on the size and complexity of the request.



There is an explicit requirement in order to meet our service level agreement, that the customer makes requests via [email protected] and not direct to individuals within the team.

All training requests must be made in a timely fashion and a mutually agreed delivery date will be made between the SA Trainers and the Customer.




Name of Course Description Format of training and any other notes

Banner Basics Part 1 This short introductory course is an e-learning tutorial to be undertaken at your desk. This course is a pre-requisite for Banner Basics Part 2 and must be carried out before passwords are released. It provides a brief overview of the use and purpose of Banner SIS as well as basic knowledge of how the system works.

eLearning (completed at user’s PC in their own time or at Drop-in sessions).

Banner Basics Part 2 This course is a pre-requisite for all Banner training. It is aimed at any SIS using staff who need to be able to find and use Banner information more efficiently. It covers navigation and searching for student records.

Classroom You can book onto a suitable date via the HRD online booking system: http://www.hr.salford.ac.uk/coursebooking/courses.php?booking=course&cat=sid

Banner Reporting Part 1 This toolkit provides users with a basic overview of BI Query including; what it can do, why we use it and how to run standard reports.


Banner Reporting Part 2 This toolkit gives users an introduction to Argos (letter generation software) including generating letters, labels and producing Exam Board letters.


Argos: Email Results Letters (Email Bursting)

This toolkit is essential for staff that deals with emailing results letters. It covers the steps required to email results letters successfully. Note: Banner Reporting Part 2 is a pre-requisite to completing this course.

Classroom You can book onto a suitable date via the HRD online booking system: http://www.hr.salford.ac.uk/coursebooking/courses.php?booking=course&cat=sid Note: This course is only delivered at the appropriate times of the academic year.

Qlikview Qlikview is a business intelligence reporting tool. The eLearning tutorials are short and informative and are designed for staff who are interested in viewing interactive analysis of student data. If you are interested in gaining access to Qlikview, please e-mail [email protected] for further information, but please note that due to limitations in licensing, not all requests will be approved.


Enquiry Management EMT Connect is the University’s Enquiry Management system, and provides the opportunity to capture information about all study-related enquiries to the University. This toolkit is designed for staff who receive direct enquiries.


Direct Admissions Quickflow This toolkit is aimed at Marketing and Student Recruitment Conversion Teams who are responsible for recording application details using the direct admissions quickflow.


Academic Record Maintenance: Module Enrolment

This toolkit is aimed at School staff who undertake module enrolment work. Concentrating on block processing, one by one processing of modules and changing block codes.


http://www.hr.salford.ac.uk/coursebooking/courses.php?booking=course&cat=sid







Academic Record Maintenance: Changing a Programme of Study

This course is aimed at School staff who are responsible for changing programmes of study. It covers the process that must be carried out including changing block codes and updating the graduation year.


Online Module Enrolment This toolkit is aimed at School staff who undertake online module enrolment work. It explains how to use the Online Module Enrolment (OME) Application, which is a facility for most current full time students to indicate their preferred optional module choices in April for the new academic year.


Banner SIS Graduation This toolkit is suitable for School staff who are involved in ensuring that the correct students are invited to attend the Graduation Ceremony. It reviews the process for adding data for final year students in Banner SIS so that they appear on the appropriate Graduation lists.


Gradebook User: Mark Entry This toolkit is for staff members who are responsible for entering academic grades using Gradebook. All staff requiring a Gradebook ID and Pin will need to complete this short and informative course.


Gradebook User: Reassessment Mark Entry

This course is for staff members who are responsible for entering reassessment grades. Please note that Gradebook User: Mark Entry is a pre-requisite to completing this course.


UKBA Compliance This toolkit aims to make all staff aware of the responsibilities involved in complying with UKBA regulations for international students.


Exam Board Support: Module Boards (using original EBR)

This course is essential for all School staff who deal with Module Boards using original Exam Board Reporter (EBR). It covers what tasks to complete and the order they should be completed including exam board reports.


Exam Board Support: Programme Boards (using original EBR)

This course is essential for all School staff who deal with all aspects of the before, during and after Exam Board processes for students using original Exam Board Reporter – includes exam board reports and progression & awarding.








Exam Board Support: Module Boards (using web based EBR)

This course is essential for all School staff who deal with Module Boards using web based Exam Board Reporter (EBR). It covers what tasks to complete and the order they should be completed including exam board reports.


Exam Board Support: Programme Boards (using web based EBR)

This toolkit is essential for all School staff who deal with all aspects of the before, during and after Exam Board processes for students using web based Exam Board Reporter – includes exam board reports and progression & awarding.


Registration Training Toolkits are available for the relevant Banner users to ensure they are following the correct and current registration processes such as; checking-in UK/EU students, dealing with repeating students, processing exemptions. In addition, there are registration manuals for Advice Giving Staff, School Staff, Student Administration and Marketing & Student Recruitment, including a guide and demonstration of Online Registration for all staff.


Viewing Programme Timetables and Room Bookings in CMIS

This toolkit is aimed at General Administrators and College Administration Assistants and explains how to filter/view programme timetables and room bookings using CMIS (the University’s timetabling system) in order to be able to advise staff and students on their timetables and also the availability of rooms for staff who wish to make adhoc room bookings.


Note: The current annual training plan does not include bespoke or project training (other than registration, clearing and confirmation).

Bespoke training can consist of one or more of the above in 1 x session and can be delivered at any time of the year.

January February March April

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Exam Board Training Argos Email Bursting Graduation

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Exam Board Training Argos Email Bursting Graduation

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Academic Records Maintenance: Module Enrolment

May June July August

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Exam Board Support Argos Email Bursting

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Exam Board Support Argos Email Bursting

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Confirmation & Clearing

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Registration Confirmation & Clearing Exam Board: Reassessments Argos Email Bursting

September October November December

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Registration Exam Board: Reassessments Argos Email Bursting

Regular training:

eLearning completed at own desk or at Drop in sessions to cover ‘standard training’ Annual Process Training: Academic Records Maintenance: Module Enrolment

Regular training:


Regular training:


13 Provision of Student Information Reporting – Service Description

As part of our commitment to quality and customer care SA-Analysis undertake to provide a timely and comprehensive service in respect of data and analysis relating to students and the student journey; to enhance both student and staff experience.


The following range of activities is agreed as being in-scope:

All scheduled reporting and analysis forming the Service Catalogue included in Appendix A.

External Returns, in full or elements of, relating to student information including:

a. HESA (Higher Education Statistics Agency) Student return b. Institutional Profile return c. HESES (Higher Education Students Early Statistics) return d. REF return e. Aggregate Overseas HESA return f. KIS (Key Information Set) HESA return

Appropriate external requests for data relating to student information held within the Student Information System as determined by SID and Governance Services;

Reports and extracts of student data to facilitate the production of other external returns;

Reporting and maintenance of data modelling in support of the student number planning process;

Maintenance and development of the reporting environment for management and operational reporting about data extracted from, and related to, the Student Information System;

Internal reporting facility to academic and professional services staff including local administrative and aggregated managerial reports;

Advice, guidance and analysis on student information, the external returns process in respect of student related data and data quality, and the student number planning process;

Data Quality – Implementation and Management of standard University wide data definitions.

13.1.1 Additional Features N/A



Non credit bearing CPD (continuing professional development) activity;

Workload balance reporting;

Process for the DLHE return will remain with Student Life Directorate;

Submissions to other external bodies not specified in scope



13.3.1 Service Hours/Availability

SA Analysis services will be available during normal working hours.


Telephone Enquiries General – Reporting

9 am – 5pm Monday to Friday 9 am – 5pm Monday to Friday


Email Enquiries General -Reporting using [email protected]

9 am – 5pm Monday to Friday 9 am – 5pm Monday to Friday



All University staff are eligible to request SA-Analysis services.

13.3.3 Service issue escalation Escalation in the event of service failure should be to the Head of Analysis, in the first

instance, through to the Director of SA.

13.4 Service Level

As part of our commitment to the service of our customers SA-Analysis undertake to reply to 90% of all email requests to [email protected] within 24 hours (working days only).




Service Target Service Level Any exceptions

Report Requests through email to [email protected]

Initial response to report/data requests/advice requests within 24 hours (working days only) Response will take the form of either a timescale for the completion of the request or a formal request for more information via documentation to be completed in order to determine the size and complexity of the request


There is an explicit requirement, in order to meet our service level agreement, that the customer makes requests via [email protected] and not direct to individuals within the team. That all documentation requested is completed in a timely fashion and as fully as possible. Members of the SA-Analysis team can advise in this process if necessary.



Admissions Report Content Commentary Target

Audience & Users

Frequency of Publication

Event/Date Access

Admissions report

Applications, Offers, Accepts & Projections presented by College, School, Level, Mode & Residency Projection is calculated by applying variance between Applications/Offers/ Accepts to Registration numbers in previous years.

Used for management strategy & decision making throughout the admissions cycle;

- Interviews, offers and to inform how many places will be available in Clearing.

- UK/EU Recruitment and International Recruitment use reports for marketing purposes; targeting Colleges/Schools which require additional marketing activities.

- Used to monitor our UCAS position against our competitors and nationally.

DVC Director of Marketing Registrar Directors of Admissions Marketing & Recruitment Other Professional Services

Weekly Produced every Monday from the start of the admissions cycle in early November

Applications Cycle Recruitment meetings

Report emailed Qlikview bespoke report

Admissions Executive report

Applications, Offers, Accepts & Projections presented by College, School, Level, Mode & Residency Projection is calculated by applying variance between Applications/Offers/Accepts to Registration numbers in previous years


- Interviews, offers and to inform how many places will be available in Clearing.

- UK/EU Recruitment and International Recruitment use reports for marketing purposes; targeting Colleges/Schools which require additional marketing activities.

- Used to monitor our UCAS position against our competitors and nationally.

VC DVC Director of Marketing Registrar Directors of Admissions Marketing & Recruitment Other Professional Services

Every 3 weeks Mondays from the start of the admissions cycle in early November

Applications Cycle Executive meeting




Audience & Users


Event/Date Access

PGT intake report for Salford Business School

PGT Applications, Offers, Accepts & Registrations by intake throughout the academic year

Used for management strategy & decision making throughout the admissions cycle.

- Used to target programmes which require additional marketing activities.

- Monitor conversions from application to offer, offer to accept and accept to registration rates.

College of Business & Law Admissions and Recruitment

Fortnightly Mondays from the start of the admissions cycle in early November

Applications Cycle College of Business and Law Recruitment meeting

Report emailed as Excel document

Confirmation & Clearing reports

Applications, Offers, Accepts & Projections presented by College, School, Level, Mode & Residency Projection is calculated by applying variance between Applications/Offers/Accepts to Registration numbers in previous years

Used for management strategy & decision making throughout the Confirmation & Clearing event;

- Monitoring of applications and offers to reach target

- Inform decision making about entry requirements during the event

- Monitoring of the SNC split to ensure the cap is reached.


Daily Beginning the Monday prior to A-level results day for 2 weeks

University Confirmation & Clearing event Confirmation & Clearing meetings


Admissions against planned numbers report

Applications, Offers, Accepts & Projections against the Academic Plan presented by College, School, Level, Mode & Residency Projection is calculated by applying variance between Applications/Offers/Accepts to Registration numbers in previous years


- Monitoring of applications and offers to reach target

- Monitoring of the SNC split to ensure the cap is reached.


Weekly Every Monday beginning mid-January *when planned numbers are finalised

Recruitment Meetings

Report emailed Qlikview



Audience & Users


Event/Date Access

Admissions Demographic Reports

Applications, Offers, Accepts presented by College, School, Level, Mode & Residency and demographic categories: Ethnicity, age, gender, disability, previous institution and HQE

- Used to identify demographic trends in applications/offers/ accepts

- Used to target top feeder colleges (UK) and countries (International) for ongoing marketing/ relationship activities


Annual Following *Files from UCAS in December

Qlikview


Registration Report Content Commentary Target Audience &

Users Frequency of Publication

Event/Date Access

Registration reports

Registration numbers presented by College, School, Level, Mode, Residency, New/Returning against SNC and planned numbers.

Management monitoring; - The institution receives the

Student Number Control quota from HEFCE and the reports are used to monitor that the institution stays within 5% of this number.

- Monitoring of the conversion of new and follow on registrations against the academic plan.

DVC Registrar Directors of Admissions Finance Programme Leaders College/School & SA- Staff

Updated daily on Qlikview Add any publication dates around Registration periods

September Registration event and throughout the academic year

QlikView with ability to export into Excel

3 Year registration comparison report

3 year comparison of registration numbers presented by College, School, Level, Mode, Residency, New/Returning against Monthly snapshots used to compare month on month throughout the academic year and daily snapshots used to compare day on day during the September registration event

Reports used for trend analysis of new and follow on registrations students over the last 3 academic years.

DVC Registrar Directors of Admissions Finance Programme Leaders College/School & SA- Staff

Monthly snapshots Daily reports produced during September registration event

September Registration event and monthly throughout the academic year


3 Year leavers comparison report

3 year comparison of leavers numbers presented by College, School, Level, Mode, Residency, New/Returning Monthly snapshots used to compare month on month throughout the academic year

Reports used for trend analysis of leavers over the last 3 academic years.

DVC Registrar Directors of Admissions

Monthly snapshots

September Registration event and monthly throughout the academic year


3 year online registrations and check-in

3 year comparison of registration numbers presented by College, School, Level, Mode, Residency,

Reports used for trend analysis of online registration & check-in over the last 3 academic years to identify peak

DVC Registrar Directors of Admissions

Daily reports produced during September

September Registration event



Registration Report Content Commentary Target Audience &


Event/Date Access

comparison report

New/Returning Daily snapshots used to compare day on day during the September registration event

activity. Data used for planning and scheduling of future registration events.

Finance Programme Leaders College/School & SA- Staff

registration event

Online registration failure report

Report detailing the number of students who have failed online registration with the reason for failure

Report is used by Finance to identify the students who have not been able to register due to financial holds

Finance Daily reports produced during September registration event

September Registration event

Excel

Suite of reports for registration data quality

TBC TBC Student Administration TBC September Registration event

TBC


Student Profile Report Content Commentary Target Audience &


Event/Date Access

Tariff report Entry tariff data for new students who fall within the following population; Full time Home Under 21 on entry First Degree Tariff of 20+FT Qualification data extracted from SOATEST table and tariff calculation applied

Tariff reports used locally in Colleges/Schools for analysis of entrants/academic performance/entry requirements Report used for input into Programme Group/School level performance reporting.

Performance & Planning DVC Registrar Directors of Admissions Programme Leaders College/School & SA- Staff

Annual

Student HESA return December

Excel

Student Demographic & Education Profile

Registered students over 3 academic years by College, School, Level, Mode, Residency and demographic categories: Age, gender, disability, POLAR, ethnicity, previous institution, average tariff and HQE

Reports used for demographic analysis of the student population.

DVC Registrar Directors of Admissions Programme Leaders College/School & SA- Staff UK/EU Recruitment International Recruitment

Annual December Additional data from UCAS *J file


Student Domicile

Registered students’ domicile over 3 academic years by College, School, Level, Mode and Residency. UK domicile students reported by UK Region. Postcode on Entry is used for UK domicile region reporting using the latest NSPD postcode look up

Reports used for demographic analysis of the student population.

DVC Registrar Directors of Admissions Programme Leaders College/School & SA- Staff UK/EU Recruitment International Recruitment

Annual December Additional data from UCAS *J file



Progression Report Content Commentary Target Audience &

Users Frequency Event/Date Access

PGR and PGT Completion Rates

Latest rates of completion for part-time and full-time cohorts by school for latest relevant year of entry

Rates used for input to Key Performance Indicator Reporting

Planning and Performance

Quarterly Nov/Feb/May/ Aug

Excel

PGR Progression Point Reports

Management Information on achievement of Progression Points within expected timescales -including detailed student data

Reports used to track PGR students’ progression through their candidature. Rates reported over 5 years to enable comparison and trend analysis over time.

PGR Qlikview community

Available daily on Qlikview with latest view following PRAB

Reports updated after PRAB 03 Sep 2013 21 Nov 2013 13 Feb 2014 10 Apr 2014 12 Jun 2014

Qlikview – PGR Model

PGR Completion Rates

Management Information on completion of research degree within expected timescales – including detailed student data

Reports used to monitor and analyse completions within expected timescales. Rates reported over 5 years to enable comparison and trend analysis over time.

PGR Qlikview community

Available daily on Qlikview with latest view following PRAB

Reports updated after PRAB 03 Sep 2013 21 Nov 2013 13 Feb 2014 10 Apr 2014 12 Jun 2014

Qlikview – PGR Model

Module Performance Reports

Module registrations and performance by academic year, College and School. Reports presented:

- % non/ratified passes on taught programmes

- Average module grade comparison

- Module performance - Compensated Vs non-

compensated credits

Used for the analysis of module take-up and performance. Reports input into APME reporting in Qlikview. Reports used to check and compare data for Student on Module entity in Student HESA return

Qlikview Student MI Model Users Programme Leaders Module Leaders Support staff in Colleges/Schools Information & Analysis

Available daily on Qlikview with latest view following Exam Boards and updates of Gradebook

Registration Event: Module registrations Exam Boards: Semester 1 Semester 2 Resits

Qlikview – Student MI Model


Progression Report Content Commentary Target Audience &


Awards Reports

Award and Degree Classification by academic year, College and School. Reports presented:

- First Degree ‘Good’ degree proportions

- Classification analysis

Used for analysis of College/School/Programme award performance. Reports input into APME reporting in Qlikview. Comparisons to sector average of ‘Good’ degrees Reports used to check and compare data for Qualifications Awarded entity in Student HESA return


Available daily on Qlikview with latest view following Exam Boards

Exam Boards: Semester 1 Semester 2 Resits


Academic Progression Reports

Academic Standing and Progression by academic year, College and School. Reports presented:

- % Taught Pass First Time progressions

- Academic standing breakdowns

- Continuation rates of Young full time UG students

- Progression for academic year of entry

- Average grades for taught programmes

Used for analysis of College/School/Programme progression and continuation rates. Reports input into APME reporting in Qlikview. Reports used to check and compare data for Instance Year completion data in Student HESA return


Available daily on Qlikview with latest view following Exam Boards and academic standing codes input into Banner.

Post registration events to identify the students who have returned. Exam Boards: Semester 1 Semester 2 Resits



Academic Planning Report Content Commentary Target Audience &


Current Year Actual registrations for Planning of New Entrants

Actual new registered student numbers delivered at Programme Level per school/student category

Used to plan new entrants by programme for next 3 years

College Registrars College Accountants Planning & Performance Head of School

Annually November Excel

Updated Academic Plan Output

High-Level rolling 4-year Academic Plan at school/category level, plus indicative programme level breakdown

Required as input to budgetary plans College Registrars College Accountants Central Finance Planning & Performance

Annually plus ratified amendments

Initial version delivered January

Excel


Performance Report Content Commentary Target Audience &


Taskforce Programme Group Performance Reporting

Demand and Quality data and scores, plus financial information for UG and PGT Programme Groups

PPD supply Quality data and scores plus Finance data. Market Research provides non-UCAS demand data. SA provides other demand data and scores and compiles all data into Qlikview.

Executive Planning Group

Annually Once registration, quality data and demand data are available – November at earliest but UCAS acceptance data may be lacking at this point

Qlikview – Taskforce Model/ Excel Output Report

APME (Annual Programme Monitoring & Enhancement) Statistics

Statistics at NSS Programme Group level, including Latest and Comparative Admissions Information, Latest Registered Student Info, Progression/Continuation Info, Awards/PGT Completion Rates Info, Modules Results Info. All data sourced from Banner

This set of statistics is designed to be used with the new APME process, currently in its pilot stage, with plans for roll-out in 2014-15 and as such is still under review but of major use to programme leaders/directors. It complements the benchmarked statistics produced by PPD. Also useful for Programme Performance Reviews (PPR).

Programme Leaders/Directors

Automated update. Latest statistics updated daily. Comparative statistics generally updated weekly. Data update frequency depends wholly on when data updates are made within Banner

6 Key review points in the annual cycle form part of the pilot APME proposition – Dec, Feb, May, Jun, Jul & Sep

Qlikview


External & Statutory Returns Report Content Commentary Target Audience &


HESA Student record

Data collection, validation and return to HESA. The Student record collects individualised data about students active during the reporting period. A wide range of data items are collected, including: the student's entry profile and personal characteristics, module and course level data, funding information and qualifications awarded.

The data collected and returned to HESA as part of the Student Record is used extensively by various external and internal stakeholders and is fundamental in the formulation of:

- Funding - Performance Indicators - Publications - League tables - Internal reporting

HESA HEFCE UNISTATS Other external stakeholders Student Administration PPD Finance

Annual Ongoing preparation throughout the year. 15 September 2014 – Return Date 24 September 2014 – Commit Date 31 October 2014 – Last Submission

Banner, BI Query, Excel, XML file, HESA output files

Institutional Profile record

Data collection, validation and return to HESA. The Institutional Profile is made up of two strands of metadata; location information on the campuses of the University; and mapping details of academic departments to academic cost centres

The data collected in the record is used to validate the Student, Staff, and the Finance & HE-BCI records as well as providing benchmarking material for the University

HESA HEFCE Student Administration Finance HR HESA Liaison Group

Annual 1 June 2014 – Return date 16 June 2014 – Last submission

Banner, BI Query, Excel, HESA output files

HESES

Aggregate student numbers and forecasts against price groups.

Funding Return to HEFCE. The data provides an early indication of the number of HE students studying in the academic year 2013-14, enables HEFCE to review teaching funding and monitor recruitment against the student number control for 2013-14 and informs the initial allocation of teaching funds for 2014-15

HESA HEFCE Student Administration Finance HESA Liaison Group

Annual Early December QlikView/BIQuery Template supplied by HEFCE




Aggregate Offshore Return

Data collection, validation and return to HESA. The aggregated record is collected and returned for students studying (to date) wholly outside the UK who are either registered with the University or are studying for an award of the reporting institution

The data returned in the record is used alongside the Student HESA record to take account of students studying wholly outside the UK. Data informs Transnational Education (TNE) knowledge and enquiries handled by the HESA Information Provision Team

HESA HEFCE Student Administration HESA Liaison Group

Annual 30 September 2014 – Return date 14 October 2014 – Commit date 8 November 2014 – Last submission

BI Query Template supplied by HESA

Key Information Set

Data collection, validation and return to HESA The KIS record collects data about full and part time undergraduate courses available for application for the next academic year, including information around course details, accommodation and fees

The KIS record is collected to aid prospective HE students in making a decision about what and where to study using comparable and standardised data sets. It is used by various external stakeholders and is fundamental in the formulation of the UNISTATS dataset

HESA HEFCE HESA Liaison Group Student Administration Colleges & Schools

Annually Annual return Internal collection commences February 15 July first submission 5 August sign off for institutional preview 26 August final sign off

Banner HESA

NSS population file

NSS population file is an output from the HESA Student record – file checked and amendments made to HESA record to ensure correct population. Student contact details and programme information appended to the file and sent to Student Life

The NSS is a national survey which gathers opinions from mostly final year undergraduates on the quality of their courses. NSS results are used to inform league tables, Unistats and are a prominent part of the KIS

Student Life Planning & Performance Student Administration Ipsos-Mori

Annually Early November after final submission of the HESA Student record

HESA output file Excel




OFFA Access Agreement reports

Wide selection of student data provided including; Performance Indicators from HESA 5 years of UG Home student numbers 3 years UG Home planned student numbers Targets & milestones achieved against this data Projections for future agreement

The University’s Access agreement sets out how we will sustain or improve access and student success, which includes retention, attainment and employability. The data provided is used to monitor inform the University’s access agreement.

Student Administration OFFA

Bi-annual

December and April

Excel

DLHE population file

DLHE population file is an output from the HESA Student record - file checked and amendments made to HESA record to ensure correct population. Student contact details and programme information appended to the file and sent to Student Life

The DLHE record supplements the Student record and collects information about the activities of leaver six months after they completed their HE qualification. DLHE results are used to inform league tables, Unistats and are a prominent part of the KIS

Student Life Planning & Performance Student Administration

Bi-annually December and March

HESA output file Excel

Quality Mark Statistical Return report for Buttle UK accreditation

Data return to Buttle UK from the previous academic year, including; Active HE students at the institution No. UCAS applicants No. UCAS applicants/accepts/entrants in care

Completion of the Quality Mark Statistical Return is a requirement for the University’s successful annual re-accreditation of Buttle UK. The return is vital to identifying trends in the experience of care experienced students in further study

Student Life Quality Mark and Buttle UK

Annual February Quality Mark Statistical Return

Aggregated figures input into an online form and supplementary data supplied in Excel format




UK TNE Census Transnational Education provision data provided at programme level including Student profile, fees and progression

The census is informed by the Aggregate Offshore Record and collects information about the institutions TNE delivery in the previous academic year. The census is collected at programme level to obtain a more sophisticated picture of the range and extent of TNE operations than is available through current HESA data

PVC International Priorities CRAC BIS

Annual February Excel


Finance Report Content Commentary Target Audience &


HESA HESES Reconciliation

Analysis of HESA output in comparison with HESES from previous December.

Report is used to determine T-Grant differences and risk to funding.

Finance Student Administration HESA Liaison Group

Annual After re-sit exam boards have met (end of Sept beginning of October)

HESA Output

Cost Centre Analysis

Comparison of FTE against Cost Centres taken from Module breakdown

To determine Staff/Student Ratio’s against Cost Centres and to coordinate across Finance, HR and Institutional Profile returns

HR Finance HESA Liaison Group

Annual with follow up during HESA checking period (mid September – end of October)

April-May BI Query /QlikView/ External returns

T Grant Allocation

T Grant allocations split by School To enable Finance to apportion T Grant funding to Schools for budget forecasting

Finance Annual January-February QlikView/ BIQuery External returns


Monitoring & Operational Report Content Commentary Target Audience &


International Society report

Registered Overseas/ EU students (excluding UK domiciled) and their contact details

Students have an option to enrol with the University affiliated organisation

International Society Bi-annually November February

November February

Excel

Sport England data upload

Email addresses of all registered students in the current academic year

The Sport England survey is a requirement of the University’s Active Universities funding and has been developed for the University to understand more about student participation in sport, satisfaction with the provision of sport and the impact the award has had on the University

Students’ Union Sport England

Bi-annually November and May

November and May

Excel spreadsheet uploaded onto the Sport England website

Student Loans Company student profile

Student profile, leavers information, registration status and address information for all students recorded in the SLC access database

Reports used for the internal and external monitoring of students who are recorded in the SLC database

Fees & Bursaries Student Loans Company HESA

On request (2-3 requests annually)

Start of each semester

Access output to Excel

UKBA reporting

Set of reports by Programme, School and College: CAS processing Visa Refusals Attendance monitoring Visa and ATAS

Used to check that students and the University are complying with UKBA regulations

Student Administration UKBA Compliance Team

Weekly Weekly Qlikview & BI Query into Excel

Course Structure reports

Programme and module structure reports updated following Banner rollover: Programmes with their modules HESA Subject Areas Modules with Components

Reports used for data checking against Course Stage data in the KIS return

Student Administration Colleges and Schools

Annual December BI Query


Monitoring & Operational To whom it may concern letters

TWIMC letter report updated for the following academic year

The letter reports are used for students to provide evidence that they are/have been registered with the University.

Student Administration Student Life

Annual August BI Query

Pass Lists Award pass lists updated for the current academic year. Pass lists present final year students who have been awarded and non-final year students who can progress to the next academic year.

Pass lists are produced after the exam board and are used to monitor and identify students with financial restraints on their record and inform graduation and certificate printing

Student Administration Colleges and Schools Events Team

Annual Updated in May for Graduation event

BI Query

Registration Forms

Registration forms updated for the following academic year

Used for students who can’t register online

Student Administration

Annual Updated in August for September registration event

BI Query

Results Letters Report updated for the current academic year

Used for sending letters to students about their module results, academic standing and awards

Schools Bi-annual Updated in January and April

ARGOS

BI Query Report requests & updates

Admissions, Registration, Academic Model report requests operational and monitoring reports

Support of day to day operational and monitoring activities around the University which help to inform management strategy and decision making

Student Administration Marketing and Student Recruitment Colleges and Schools

On going BI Query

*Admissions *Registration *Student Profile *Progression *Academic Planning *Performance *External & Statutory Returns *Finance *Operational

20

13

2

01

4

SEP

OCT

NOV

JAN

DEC

FEB

MAR

APR

MAY

JUN

JUL

AUG

AUG

• 03 Sep Postgraduate Research Awards Board - Latest view PGR Completion Rates & Progression Points

• 09 Sep - 24 Oct Registration 2013-14 – Daily Registration Reports

• 15 Sep HESA Student 2012-13 | 15 Sep Return date | 24 Sep Commit date

• 30 Sep Aggregate Offshore Return date

• Early October Student Loans Company report

• Early October HESA HESES Reconciliation 2012-13 for HESA Liaison Group

• 14 Oct 2012-13 Aggregate Offshore Commit date

• 31 Oct HESA Student 2012-13 Last submission & Institutional sign off

• 2014-15 Admissions cycle | 04 Nov Admissions & Executive Admissions reports published weekly and Salford Business School PGT

intake reports published every 2 weeks

• Early Nov NSS & DLHE populations available

• 08 Nov Aggregate Offshore Last submission & Institutional sign off

• Post-registration student numbers for Academic Plan

• 21 Nov Postgraduate Research Awards Board - Latest view PGR Completion Rates & Progression Points reports following PRAB

• International Society census | Sport England upload

• Taskforce Programme Group Performance

• 02 Jan - 21 Feb Mid-cycle Registration 2013-14 – Daily Registration Reports

• 15 Jan 2014-15 UCAS Admissions cycle application deadline for equal consideration guarantee

• 20 Jan 2014-15 Admissions cycle reports - projections based on applications added to reports

• Academic Plan published

• 21 Jan - 27 Feb Exam Boards

• T Grant allocation for Finance review

• Results letters updated

10 Dec HESES 2013-14 data submission

OFFA Access agreement supplementary reports

*J and *P data files received from UCAS - Applications and Student Profile 2013-14 entry demographic reports | Tariff reports

APME Key Review Point

2014-15 Course Structure reports published in BI Query

• 13 Feb Postgraduate Research Awards Board - Latest view PGR Completion Rates & Progression Points reports following PRAB

• UK TNE Census data supply | 28 Feb Quality Mark Statistical Return report for Buttle UK accreditation

• APME Key Review Point

• International Society census | Student Loans Company report

• Early Mar Latest view Module Performance reports following Semester 1 Exam Boards

• 03 Mar 2014-15 Admissions cycle reports - projections based on offers added to reports

• Early Mar Latest view Module Performance reports following Semester 1 Exam Boards

• 5 & 17 Mar Registration 2013-14 event – Daily Registration Reports

•

•

• 01-30 Apr Registration 2013-14 event – Daily Registration Reports

• OFFA Access agreement supplementary reports

• 10 Apr Postgraduate Research Awards Board - Latest view PGR Completion Rates & Progression Points reports following PRAB

• Cost Centre Analysis for HESA Liaison Group meeting

• 8 May 2014-15 UCAS Admissions cycle Reject by Default deadline

• 19 May 2014-15 Admissions cycle reports - projections based on accepts added to reports

• 27 May - 15 July Semester 2 Exam Boards

• 29 May KIS 2014-15 data collection site opens

• Sport England upload | Pass lists updated


• Institution Profile 2013-14 | 01 Jun Return date | 18 Jun Institutional sign off

• 12 Jun Postgraduate Research Awards Board - Latest view PGR Completion Rates & Progression Points reports following PRAB

• HESA Student 2013-14 pre-collection validation system opens


• 01 Jul 2014-15 UCAS Admissions cycle start of Clearing

• Key Information Set 2014-15 | 15 Jul Return date | NSS & DLHE data added to output files | Output files sent to Associate Heads:

Academic

• Late Jul Latest view Module Performance, Awards & Academic Progression reports following Semester 2 Exam Boards


• 12-26 Aug Confirmation & Clearing 2013-14 - Daily reports for 2 weeks and weekly reports until the end of September

• HESA Student 2012-13 Data collection opens

Key Information Set 2014-15 |05 Institutional preview deadline | 11 Aug UNISTATS preview | 26 Aug Institutional sign off | 28 Aug

UNISTATS live

11 - 25 August Confirmation & Clearing - Daily reports for 2 weeks and weekly reports until the end of September

2014-15 TWIMC letters & Registration forms for updated

HESA Student 2013-14 Data collection system opens


Student Administration

Service Level Agreement

http://sa.salford.ac.uk/

student administration - university of salfordsa.salford.ac.uk/cms/resources/uploads/files/sinrg/sa...

Documents