Student First – from inkwell to iPhone

Professor Katie Normington

3 May 2016

Page title, space for up to two lines of copy

1892

1948

2016

Why do we need to adapt and evolve now?

Different expectations with £9k fee

Opportunities of the digital world

around us

Expectations following school

and college

Increased competition from

other providers

University of Leeds: student transition

University of Bedfordshire: You Said, We Did

Pre-arrival podcastsThe programme will be delivered online with the phased weekly release of new materials over the period from results day to key weekend. The materials will be delivered primarily through short (1-2 minutes) video content featuring the people that the students will encounter when they arrive.

Professional Values projectThe Professional Values project is a proactive collaboration with students to promote professional values and address challenging peer behaviour in classrooms and lecture halls.

Middlesex University: award winning helpdesk

Nottingham Trent: HERE dashboard

The student journey in 2020

What do we want the student journey to be?

I know where to go with any

questions I have

I have great support with my studies

from my department

All of the online systems

I need are in one place

I’m excited about the possibilities – I

want to get involved and do well

Enhancing our student journey

The background to our Student First Project

• The Process Review identified the challenges we were facing in delivering student experience

• We asked PA Consulting (from the Admissions Review work) to assess how we were doing

• We have defined the student journey from moment of accepting a place to graduation (doesn’t include academic delivery but a holistic sense of everything that surrounds that)

NSS performance

• The overall satisfaction at RH remains at 89%, the highest overall satisfaction ever at Royal Holloway, as last year. The sector median overall satisfaction has remained at 86%, as last year.

• In 2015, as in 2014, RH scored at or above the sector median in 5 categories, with Learning Resources and Personal Development trailing behind the sector. However, RH also scored in the upper quartile in 3 categories (Teaching, Organisation & Management, and the Overall Satisfaction).

• RH also scored at or above the combined Russell and 1994 Group median in 5 categories with Learning Resources and Personal Development again trailing our competitor average.

In scope

Not in scope

The scope of Student First

Pre-arrival

Arrival

Student support

Learning and academic

administration

Student engagement

Vision and cross-cutting enablers such as data, technology, structure, skills

Enquiry and admissions

Learning and research provision

Graduation and alumni experience

The framework for assessment and improvement

My preparation for arrival

My finances / financial matters

My preparatory information

My IT account / online enrolment

My transport & transition (International)

My disability needs

My accommodation (booking)

My arrival

My engagement with SU and societies

My welcome and arrival experience

My department / course welcome

My return / re-arrival

My feedback

Student relationship management

My support on campus

My feedback and voice

My examinations

My course timetable

My assessment and progression

My awards

My attendance

My interruption of studies

My details and status

My learning and academic support

My library services

My accommodation

My ID and access

My future career and employability

My fees and finances

My access to health and welfare support

My pastoral support

My peer support

My disability support

My support as an International student

My support as a mature student

My study abroad support

• In order to deliver the improvements, a project has been set up

• Four work streams with oversight by a project board

• Timescale to coincide with opening of new Library and Student Services Centre (June 2017)

• Project reimagines our goals for student experience and brings together teams from across all parts of College

Our Student First Project

Our Student First Vision

We will do this by:

listening to our students and using our insight, experience and knowledge to provide services and support which our students say they want and which evidence demonstrates they need;

focussing our efforts on how it feels to be a student accessing our services and support so that we emphasise the individual journey and make accessing those services and support relevant to today’s student.

*via a top ten ranking as defined by NSS measures which relate to this journey

To be recognised as offering one of the most inspiring, rewarding and fulfilling student experiences in the UK.* In doing so, support each Royal Holloway student to succeed academically, personally and socially and play our part in helping them as individuals to prepare for life beyond campus.

• You’ll have the chance to contribute to how administrative services are set up for students

• You’ll be freed up to concentrate on your teaching and research, rather than administration

• You’ll have confidence that the student voice is informing everything we do

• You’ll be valued by students and colleagues for your specialism –we’ll each be focusing on where we can add the most value

• You’ll be able to point students in the right direction, rather than having to manage queries yourself

• You’ll be working for a College with a clear ambition and vision, which will ensure that we’re delivering the best for students.

What’s in it for you?

The work steams of activity

Projects and Resources Committee (PRC)

Project Board

Professor Katie Normington: Chair

Student Services Anna Sendall (Chair)Marie Gallagher (PM)

IT Alignment

Visio

n &

Stru

cture

Simon Higman Professor Rosemary Deem Professor Bob O’Keefe Nayab CheemaAnna Sendall Professor David Gilbert Mike Johnson Dr Richard HawleyStephen Avery Julia Roberts Sheryl Simon Sammy Massiah Ellie Rayner Ilona Garlick Sarah Robinson

Learning & Academic AdminProfessor David Gilbert

(Chair)Tim Simmons (PM)

An RH studentMike Johnson (Chair)Katherine Poole (PM)

Student Engagement &

FeedbackDr Richard Hawley

(Chair)Shareen Holmer (PM)

Estates Alignment

Support from Organisational Development, Internal Comms and Strategic Planning and Change

Challenges and opportunities

• Delivering a large multi-discipline project to create one of the most inspiring, rewarding and fulfilling student experiences in the UK

• Bringing about improvements through change

• Envisaging our services from a different perspective – Student First

• Seeing through IT developments which will be identified by the project, in collaboration with other projects e.g. CRM in Admissions project

• Bringing in line various other live projects, which need to be under the umbrella of Student First

What it is not!

• It is not a centralisation project

• It is not a project that you can ignore thinking it doesn’t affect you – we are all responsible!

How can we do it?

• We have learnt from the Admissions change project:

• How to bring teams together and develop their skills

• How to deliver rapid change

• How to prepare for change alongside BAU

• How to assess when we need new IT

• We learnt we could do it!

What can you do?

• Many of you are on work stream boards (we still have some places if you are interested)

• Help when a project board member asks you for information or advice

• If you’re invited to a workshop, come along – it’s your chance to shape the outcome

• If you have ideas about how to improve something speak to a work stream member

• Have patience – we won’t get everything right first time!

Our Student First Vision

We will do this by:

listening to our students and using our insight, experience and knowledge to provide services and support which our students say they want and which evidence demonstrates they need;

focussing our efforts on how it feels to be a student accessing our services and support so that we emphasise the individual journey and make accessing those services and support relevant to today’s student.

*via a top ten ranking as defined by NSS measures which relate to this journey

To be recognised as offering one of the most inspiring, rewarding and fulfilling student experiences in the UK.* In doing so, support each Royal Holloway student to succeed academically, personally and socially and play our part in helping them as individuals to prepare for life beyond campus.