May 2020 Academic Registry KPI Report

2 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Executive Overview

Hello and welcome to the KPI report for the month of May 2020. The key operational processes covered in this report relate to non-EU full degree undergraduate admissions, postgraduate applications, (EFT) payments to students and first line support activities and student cases.

May is the second full month of work offsite in the AR, following the government announcement on Thursday the 12th of March that all universities and schools including Trinity College were to close. Our Service Desk team continue to provide support solely through our email query system, work is ongoing on identifying how a phone system can be integrated into staff home environment.

Following the opening of the 2020/21 academic year application cycle on October 1st, 2019 there have been 958 non-EU full-time UG degree applications received so far, with an average processing time of 6 working days for complete applications this month.

In respect of PGT and PGR applications, 675 and 56 applications respectively were processed to decision within the period, with an average processing time of 37 and 29 working days, respectively.

Five hundred and forty nine (549) EFT payments were made to students in the period with an average processing time of 4 working days which is within our 7-day SLA. The total value of all transactions during April was €240,281.85.

First line support services volumes this month 6,175 email/portal queries received, 93% of which were resolved within 4 working days. As mentioned previously the Service team have been working from home since the 12th of March without access to phone systems or the physical site, stats for these service channels will be provided once our access has been reinstated securely.

Also included is a dashboard of all Student Cases, both undergraduate and postgraduate.

Leona Coady Director Academic Registry

June 2020

3 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

KPIs Measured to Date

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

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

10 working days Page 4

Applications & Admissions Postgraduate Admissions

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

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

Page 5

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

Number of days required to process student payment requests.

7 working days Page 12

Service AR Service Channel – Electronic

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

100% of queries resolved in 4 working days

Page 14

Student Cases Dashboard

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

N/A Page 16

4 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Applications & Admissions Non-EU Full Degree Undergraduate Applications this month. Initial decision processing time – number of working days required to process a complete application and send an initial decision

KPI Target 10 Working Days Average processing time for May 2020 6 working days No. of applications received (1st October – 30th May) 958 No. of firm offers issued 346 No. of conditional offers issued (awaiting final examination results)

239

No. of unsuccessful applications 168 No. of incomplete applications Snapshot – 30th May

78

No. of withdrawn applications 51 No. of applications with additional assessment scheduled 10 No. of higher offers 63 No. of applications awaiting consideration by Academic Registry 3 No. of acceptances - Firm Offers 97 No. of acceptances - Conditional Offers 43 NOTE

Number of applications to Dental Science currently being processed: 46 with 5 conditional offers and 7 firm offers.

Number of applications to Medicine currently being processed: 325 with 43 conditional offers and 33 firm offers.

5 41

22 22

1

5 57

42 1

47

13

1

107 8

2

85

1

1077

31 1 1

31 2 1

3 2 1 2 1 1 14

1 1 1 1 2 13

10

5

10

15

20

25

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

Average Working Days No. of applications

5 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Applications & Admissions Postgraduate Admissions this month. Initial decision processing time – number of working days required to process an application and send an initial decision

KPI Target

PGT PGR PGV 20 working

days 20 working

days 20 working days

Average processing time for May 2020 37 working

days 29 working

days 0 working days

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

675 56 0

No. of firm offers issued in this period 145 17 0

No. of Met Conditions in this period 14 0 0

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

297 19 0

No. of unsuccessful decisions issued in this period 219 20 0

Total No. of incomplete applications as of 2nd June 2020 (INC = Incomplete)

118 0 0

Total No. of applications where additional assessment is scheduled and awaiting subsequent decision as of 2nd June, 2020 (AAS = Additional Assessment Scheduled)

233 0 0

NOTE The average KPI for PGT for May 2020 is 37 days The high average turnaround times were from delays in the assessment of the applications in the following schools:

Medicine Psychology Computer Science Engineering Nursing & Midwifery Histories & Humanities

Business English Creative Arts Languages, Literatures and Cultural Studies

Linguistic, Speech and Communication Sciences

Social Sciences and Philosophy

Natural Sciences Religion Law

The average KPI for PGR May 2020 is 29 days The high average turnaround times were from delays in the assessment of the applications in the following School

Business Social Sciences & Philosophy Physics Dental School Psychology Linguistic, Speech and Communication Sciences Engineering

6 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

NB: The Business School has been removed from this chart as they processed 172 applications in an average of 19 days.

NB: The Business School has been removed from this chart as they processed 172 applications in an average of 19 days.

61

44

36

2721

24

50

37

24

13

57

73

52

3124 21

43

1722 23 23

7

30

49 47

8

39

5

18

72 73

28

3

53

21

0

10

20

30

40

50

60

70

80

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

Average Working Days No. of applications

4846

5054

75

37

20

63

26

33

70

44

29

47

11 11

34

40

57

2422

31

18

24

17

30

39

24

50

27

1

37

21

63

11

66

59

1715

913

2 3 2

18

70

30

8

20 21

7

36

23

3 25 3 4

1418

49

22

27

1

20

2

13 11

47

3 1

10

3 1 3 14 5

2 25

0

10

20

30

40

50

60

70

80

ANAT

BOTA

CLAS

CMED

COM

PCS

EECS

LSDR

AMEC

ON

ECU

MEM

SCEN

GLEU

RSFI

LMGE

OG

GWO

SHA

RTHI

SYIM

MU

LAW

SLC

OS

MAT

HM

EME

MW

IFN

MID

PHIL

PHYS

POLS

PSYC

PSYI

PTHY

PUHP

PYSC

RTHE

RUSS S12

S40

SOCS

STAT

SURG

SWSP

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

Average Working Days No. of applications

7 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

38

1519

70

13

34

46

1420

1

39

16

63

50

1

11

20

31

1511

54

93

54

7272

52

1511

66

222528

70

21

1118

816

2722

14

39

55

1312

82

11

59

3731

9

29

57

21

125

5

30

2215

272124

312625

161712

2721

64

33

912

2428

58

39

121

14

59

30

16

71

48

3542

17

28

48

64

15

5562

94

12

4

29

5 4 3 3 1

106

2 1 2 1 38

2 4 3

13

24

6

26

2

12

15

1

27

19

2

36

3 6 4 5 2 4

25

1 1 1

24

4 4 3 410

2

16

3

18

10

1 1710

1

29

411

5 5

17

7

18

4

17

4 2 1 3 3 1 3

1413

1 1 2 2 2 28

1 17 5 5 2

12

2 26

20

20

40

60

80

100

120

140

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

Average Working Days No. of applications

8 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

75

7 9

31

14 13 9

35

9 7 9

2513

4733

45

186 10

17

187

13

69

4 7 1327

6 9

61

0

20

40

60

80

100

120

140

160

180

200

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

Average Working Days No. of applications

5

75

9

2531 30

713 9 9 14

2633

43

70

13

47

9 92

45

10 8 4

2518

4 5 1

17 14

60

9

30

187

9 8 40

20

40

60

80

100

120

140

160

180

200

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

9 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

33

13

5

75

25

31

9

30

7

139 9

14

26

34

4347

139

7

70

41 1

44

84

10

25

18

4 3 1

1713

1

9 9

15

47

30

0

10

20

30

40

50

60

70

80

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

10 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Applications & Admissions

Comparative Trend Data within the last two years

Red line on charts indicates SLA threshold

4 45

0 0

3

6 67

67

16

43

5

0 0

3 3 3 3 3

7 76

0

2

4

6

8

10

12

14

16

18

May

-18

Jun-

18

Jul-1

8

Aug-

18

Sep-

18

Oct

-18

Nov

-18

Dec-

18

Jan-

19

Feb-

19

Mar

-19

Apr-

19

May

-19

Jun-

19

Jul-1

9

Aug-

19

Sep-

19

Oct

-19

Nov

-19

Dec-

19

Jan-

20

Feb-

20

Mar

-20

Apr-

20

May

-20

Aver

age

Wor

king

Day

s

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

24

73

50

62

53

7

1316

2732

27

40

34

53

41

5046

11

1821

31 33 3135 37

0

10

20

30

40

50

60

70

80

May

-18

Jun-

18

Jul-1

8

Aug-

18

Sep-

18

Oct

-18

Nov

-18

Dec-

18

Jan-

19

Feb-

19

Mar

-19

Apr-

19

May

-19

Jun-

19

Jul-1

9

Aug-

19

Sep-

19

Oct

-19

Nov

-19

Dec-

19

Jan-

20

Feb-

20

Mar

-20

Apr-

20

May

-20

Aver

age

Proc

essin

g Ti

me

FIG 9: PGTAverage Processing Time per Month

11 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

25

6

28 28 28

37

29

1922

49

2521

45

60

33

21 21

13

38

26 27

34

23

29 29

0

10

20

30

40

50

60

70M

ay-1

8

Jun-

18

Jul-1

8

Aug-

18

Sep-

18

Oct

-18

Nov

-18

Dec-

18

Jan-

19

Feb-

19

Mar

-19

Apr-

19

May

-19

Jun-

19

Jul-1

9

Aug-

19

Sep-

19

Oct

-19

Nov

-19

Dec-

19

Jan-

20

Feb-

20

Mar

-20

Apr-

20

May

-20

Aver

age

Proc

essin

g Ti

me

FIG 10: PGRAverage Processing Time per Month

12 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Fees and Payments

Payment Processing Time this month.

Number of working days required to process EFT (Electronic Fund Transfer) payments Red line on charts indicates SLA threshold

KPI Target 7 working days Average processing time for payment requests 4 days No. of Payment Requests 549 Payments unpaid 0 Total value of transactions in months €240,281.85

FIG 11: Payments made to StudentsPayments Made Within SLA

< 7 working days > 7 working days

257

40

193

1125 23

0 0 0 0 00

50

100

150

200

250

300

2 4 6 8 10 12 14 16 18 20 22

Freq

uenc

y

Working Days

FIG 12: Fees and PaymentsAverage Processing Time

13 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

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

5 5

4 4

5

3

4

3

5

4 4

7

4 4

1 1

3 3

5 5 5

6 6

4 4

0

1

2

3

4

5

6

7

8

May

-18

Jun-

18

Jul-1

8

Aug-

18

Sep-

18

Oct

-18

Nov

-18

Dec-

18

Jan-

19

Feb-

19

Mar

-19

Apr-

19

May

-19

Jun-

19

Jul-1

9

Aug-

19

Sep-

19

Oct

-19

Nov

-19

Dec-

19

Jan-

20

Feb-

20

Mar

-20

Apr-

20

May

-20

Aver

age

Proc

essin

g Ti

me

FIG 13: EFT PaymentsAverage Processing Time per Month

14 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Service AR Service Channel – Electronic Number of working days to resolve email queries & my.tcd.ie portal queries.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

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

% o

f tic

kets

FIG 14: Number of days to resolve electronic enquiries

KPI Target 95% of enquiries resolved within 4 working days

Actual processing time for enquiries 93% of enquiries resolved within 4 working days

Enquiries resolved in less than 2 working days 5,108 Enquiries resolved in 2 to 4 working days 642 Enquiries resolved in more than 4 working days 425 Total number of enquiries resolved 6,175

15 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Service Comparative Trend Data

91%

62% 63% 63%

53%

72%

84% 84%

68%

75%

91% 90%93%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

% T

icke

ts R

esol

ved

with

in S

LA

FIG 15: AR Service (Electronic)Queries resolved within SLA

16 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]

Case Mgt. Dashboard UG and PG Case Mgt. MAY 2020 05/06/2020Prepared by Records and Case Mgt. Lead

1a. Length of Time Case Open (UG ) 4a. Number of UG Cases Logged per type 4b. Number of PG cases Logged per type Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL May from Sept May from SeptMay 2020 88 37 26 37 22 - 210 Academic Appeals - 7 Admissions - Change of Fee Status 1 31 from Sept 2019 758 337 137 239 231 112 1,814 Court Of First Appeal Supps - 37 Admissions - Course Transfer - 18

Court Of First Appeal Annual - - Admissions - Deferral 4 108 1b. Length of Time Case Open (PG ) Exams - Absence NO permission 1 7 Admissions - Withdrawal Pre-Registration 1 46 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Exams - Absence with permission 1 20 Cert of fitness 1 37 May 2020 41 5 7 15 55 - 123 Exams - Absence Working Group 2 122 Change of Supervisor 17 123 from Sept 2019 1,094 115 51 67 131 121 1,579 Exams - Accommodations 2 65 Change of Supervisor and School - 3

Exams - Deferrals 156 451 Continuation Year 1 24 Fees - Medical Repeat 5 73 Course Transfer (Full to Part) 1 15

2a. Length of Time Case Awaiting Fees - Outstanding 1 3 Course Transfer (Master to Ph.D) 1 12 Processing (UG ) Foundation Scholarship - Deferrals - 11 Course Transfer (Ph.d to Master) - 8 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Foundation Scholarship - Intermit 2 106 Examination Deferral 11 82 May 2020 115 60 24 11 - - 210 Lift Exclusion - 8 Examination Request 1 7 from Sept 2019 865 427 160 174 187 1 1,814 Medical - Certificate of Fitness 2 36 Extension to Submit 44 321

Not Defined 12 94 Intermission of scholarship - 26 2b. Length of Time Case Awaiting NSRA - 5 Major Revision - 9 Processing (PG ) Off Books - Assessment (OBA) 1 147 Off Books (OBN) 23 197 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Off Books - In Good Standing (OBN) 1 42 Off Books Taking Assessment 1 20 May 2020 103 17 3 - - 123 Off Books - NOT In Good Standing - 17 Other 10 79 from Sept 2019 851 247 87 166 197 31 1,579 Off Books -Remain OBN 1 16 Progression undone - 203

Off Books -Remainder of current year 5 93 Readmission 1 59 3a. Number of UG cases in the pipeline Progression - Mark Change 3 19 Retro-registration - 5

Progression - Repeat Year 1 9 Withdrawal 5 122 Awaiting Board / Council decision Progression - Undone 5 141 Withdrawal with Exit Award - 24 Brought Forward file Re-admissions - - TOTAL 123 1,579 Court of First Appeal Withdrawal 8 268 Escalated to SL Withdrawal - Ordinary BA 1 17 Final Closure TOTAL 210 1,814 Incomplete documentation 5a. UG Open Cases by Type 5b. PG Open Cases by Type LoggedMedical Assessment GroupSchols - awaiting Board decisionSeeking ClarificationSent for CommentGrand total

3b. Number of PG cases in the pipeline

Awaiting Dean's decisionBrought Forward FileClosedDecision CommunicatedLoggedOutstanding documentationSent for Commentto be processed by BSP to be processed by fees

Grand total

May from Sept0 41 100 37

7 76104 1068

0 233 135 721 924 2085 399

420 1814

May from Sept1 2241 10265 14210 07 121 28 200 00 0

123 1579

15

1

92

1

4

1

2

2

1

1

1

1

0 20 40 60 80 100

Exams - Deferrals

Fees - Medical Repeat

Foundation Scholarship - Intermit

Lift Exclusion

Not Defined

OBA (Off Books with Assessment)

OBN -Remainder of current year

OBN (Off Books - In Good…

OBN (Off Books - NOT In Good…

Progression - Undone

Repeat year

Withdrawal

61

613

189

231

184

94

21

0 20 40 60 80 100

Admissions - DeferralChange of Supervisor

Continuation YearCourse Transfer (Full to Part)

Course Transfer (Master to Ph.D)Course Transfer (Ph.d to Master)

Extension to SubmitIntermission of Scholarship

Major RevisionOff Books (OBN)

Off Books Taking Assessment…Other

ReadmissionWithdrawal

Withdrawal with Exit Award