academic registry - trinity college dublinacademic registry kpi report (october 2017) [internal tcd...

October 2017 Academic Registry KPI Report

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Academic Registry KPI Report (October 2017) [Internal TCD Circulation Only]

Executive Overview

Welcome to the Academic Registry’s October 2017 KPI Report.

The key operational processes covered in this report relate to nonEU visiting undergraduate degree

applications, postgraduate applications, (EFT) payments to students, first line support activities and

student cases.

In respect of PGT and PGR applications, 468 and 81 applications respectively have been processed to

decision within the period, with an average processing time of 36 and 27 working days respectively in

October.

One-hundred and nine (109) EFT payments were made to students with an average processing time

of 5 working days which is within our 7 day SLA. The total value of all transactions in October was

€529,617.

First line support services received 10,483 email/portal queries. Phone call volumes and in person

enquiries ran at 2,798 and 4,980 respectively with 99% of enquiries resolved within 4 working days.

Average in person wait time for the month was 2 minutes.

Our in-person Service Desk user satisfaction index for September was 94% positive from 539

responses to our “Happy or Not” feedback terminal.

Thank you again for your continued support.

Leona Coady Director Academic Registry

October 2017

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KPIs Measured to Date

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

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

14 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 13

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

Service AR Service Channel – In Person (Service Desk)

Queue time for queries at the Service Desk.

Average monthly wait time at the service desk 5 mins (extended waiting time in peak season 10 mins)

Page 14

Service AR Service Channel – Telephone

Queue time for calls to the AR Service Desk & other AR telephone channels.

Average monthly wait time, 150 seconds. (extended wait times in peak season 300 seconds)

Page 15

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

N/A Page 19

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Applications & Admissions

Non-EU Visiting Undergraduate Applications (October 2017)

Initial decision processing time – number of working days required to process a complete

application and send an initial decision.

KPI Target 14 Working Days

Average processing time 5.5 working days

Applications received 137

No. of Incomplete applications Snapshot – 5th October 2017

5

No. of full offers issued 76

No. of partial offers issued 56

No. of unsuccessful offers 0

76

56

FIG 1: Non EU UG Visiting Students:Offers

Full

Partial

0 5 10 15 20 25 30 35 40 45

1

3

5

7

9

11

13

15

17

19

FIG 2: Non-EU UG Visiting StudentsAverage Processing Time

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Postgraduate Applications (October 2017)

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 36 working

days 27 working

days 24 working

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

138 39 0

No. of firm offers issued in this period 57 25 0

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

34 2 0

No. of unsuccessful decisions issued in this period 34 2 0

No. of applications flagged as ‘failed to meet conditions’ 47 12 0

Applications escalated to the Dean of Graduate Studies awaiting review Snapshot – 31st October 2017

19 0 0

Total No. of incomplete applications as of 31st October 2017 57 0 0

Total No. of applications where additional assessment is scheduled and awaiting subsequent decision as of 31st October 2017

30 0 0

NOTE

Total applications awaiting recommendation by School: 146 (as at 31st October 2017)

Applications assessed on a block basis in the period: PGT – 1; PGR – 0; PGV - 0 (and excluded from the

processing average and offer breakdown presented above).

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4

76

1 1 1 39

154 6 1

18

0

20

40

60

80

100

120

140

AHS-BU AHS-ED AHS-RE AHS-SW EMS-BI EMS-CS EMS-EG HSC-DE HSC-MD HSC-NM HSC-PH TCD-IA

FIG 3: PGT - Faculty/ SchoolNo. of Applications and Average Processing Time

Average Working Days No. of Applications

47

151 1 5 3 1 1 1

132 2 1 2 1 1 1 1 1 1 5 1 1 2 1 1 2 5 2 2 1 1 1 3 1 3 3 2 1

0

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


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4 38

1

76

1 1

18

615

1 1 3 10

20

40

60

80

100

120

140

BUSI CMED CSEE ECUM EDUC EEEN IMMU INAC NMID OBIO PHAR PTHY STAT SWSP

FIG 5: PGT - DisciplineNo. of Applications and Average Processing Time

Average Working Days No. of applications

2 5 2 1 3 62 2 4 2 1

9

0

20

40

60

80

100

120

AHS-BU AHS-ED AHS-LL EMS-BI EMS-CH EMS-CS EMS-EG EMS-GM EMS-NS EMS-PY HSC-DE HSC-MD

FIG 6: PGR - Faculty/ SchoolNo. of Applications and Average Processing Time


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1 1 2 3 6 6 51 2 1 2 1 1 1 1 1 2 1 1

0

20

40

60

80

100

120

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


2 1 1 1 1 2 3 4 6 5 1 1 1 2 1 1 1 2 1 1 10

20

40

60

80

100

120

FIG 8: PGR DisciplineNo. of Applications and Average Processing Time


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FIG 9: Applications Under Review by Dean of Graduate Studies


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Comparative Trend Data

Red line on charts indicates SLA threshold

21

3132

30

12

0 0 0

7

14

17 17

21

17

4 45

0 0 00

5

10

15

20

25

30

35

Ave

rage

Wo

rkin

g D

ays

FIG 10: Non-EU UG Full DegreeAverage Processing Time per Month

1213

22

19

0

1617

19

28

1413

89

11 11

2

6

3 3

5

0

5

10

15

20

25

30

Ave

rage

Pro

cess

ing

Tim

e

FIG 11: Non-EU Visiting StudentsAverage Processing Time per Month

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2732

6 8

38

45

55

711

18 19 1721

2824 22

36 36 36

0

10

20

30

40

50

60

Ave

rage

Pro

cess

ing

Tim

eFIG 12: PGT

Average Processing Time per Month

54

28

13

2

52

27

19 19 19

30

35

24

19

35

27 27 27 27 27

0

10

20

30

40

50

60

Ave

rage

Pro

cess

ing

Tim

e

Fig 13: PGRAverage Processing Time per Month

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Fees and Payments

Payment Processing Time

Number of working days required to process requires for EFT (Electronic Fund

Transfer) payments

Red line on charts indicates SLA threshold KPI Target 7 working days Average processing time for payment requests 5 days No. of Payment Requests 299 Payments unpaid 1 Total value of transactions in month €529,617

0

20

40

60

80

100

120

140

160

180

200

1 4 5 6 8 9 10 11 14 19 20 30

No

of

Pay

men

ts

Working Days

FIG 14: Fees and PaymentsAverage Processing Time

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Fees and Payments

Comparative Trend Data Red line on charts indicates SLA threshold

10

17

56

4

7

56

5

7

5 5

67

56

5 5 5

0

2

4

6

8

10

12

14

16

18

Ave

rage

Pro

cess

ing

Tim

e

FIG 15: EFT PaymentsAverage Processing Time per Month

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Service

AR Service Channel – Electronic

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

Service

AR Service Channel – In Person (Service Desk)

Queue time for queries at the Service Desk Red line on charts indicates SLA threshold

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

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

% o

f ti

cket

s

Fig 16: - Number of days to resolve enquiries

KPI Target 100% of enquiries resolved within 4 working days

Actual processing time for enquiries 99% of enquiries resolved within 4 working days

Enquiries resolved in less than 2 working days 5985 Enquiries resolved in 2 to 4 working days 125

Enquiries resolved in more than 4 working days

67

Total number of enquiries resolved 6,177

KPI Target 5 minutes Actual Average Queue Time 2 minutes Total number of In Person Enquiries 4,980

Enquirers seen within 1 minutes 38%

2 minutes 26%

3 Minutes 21%

4 minutes 15%

>5 minutes 0%

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Service

AR Service Channel – Telephone

Queue time for calls to the AR Service Desk & other AR telephone channels.

Red line on charts indicates SLA threshold

15%

30%

25%

5%

25%

1 min 2 min 3 min 4 min 5 min

% Q

ue

rie

s re

solv

ed

Fig 17: Average Service Desk Waiting Time

KPI Target 150 seconds

Actual Average Waiting Time Students 112 seconds Staff 74 seconds

Assessment 17 seconds Progression N/A

Student Cases 88 seconds Overall 58 seconds

Total number of calls handled in month

2,798

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Service

AR Service Channel – Happy or Not Terminal

Service Desk visitor satisfaction feedback index from “Happy or Not” terminal

0

50

100

150

200

250

300

Seco

nd

sFig 18: Average Phone Queue Time

Student Staff Assessment Case

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Service

Comparative Trend Data

In Person: 5 minutes (non-peak)/ 10 minutes (peak)

Telephone: 150 seconds (non-peak)/ 300 seconds (peak)

97% 98% 98% 96%

90%93%

59%

91% 91% 92%95%

87%

78%

97% 97% 98% 96% 98% 99% 99%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

% T

icke

ts R

eso

lved

wit

hin

SLA

Fig 19 AR Service (Electronic)Queries resolved within SLA

1 1 1 1

2 2

8

4

2

1

2

11.5

1 1 1 1

3 3

2

0

1

2

3

4

5

6

7

8

9

Min

ute

s

Fig 20: AR Service (in Person)Average queue time per Month

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121

103

79

119

90

193

234

111 117101

81 77

53 5345

53

82 80

120

58

0

50

100

150

200

250

Seco

nd

sFig 21 AR Service (Telephone)

Average Queue Time per Month

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Case Mgt. Dashboard October 2017 - v01.1Prepared by Records and Case Mgt. Lead

Day Range --> 0-30 31-60 61-90 91-120 121+ Total Exams - Absence(With Permiss ion) 1 20

Under Graduate 88 55 41 10 93 287 Exams - Absence 1 5

Post Graduate 16 31 4 5 25 81 Exams - Accommodations 3 4

Total 104 86 45 15 118 368 Exams - Reschedule 1 5

Fees - Medica l Repeat 29 22

Medica l - Certi ficate of Fi tness 16 14

Not Defined 3 6

Off Books - Assessment (OBA) 42 10

Off Books - In Good Standing 16 13

Progress ion - Mark Change 18 7

Progress ion - Repeat Year 3 6

Withdrawal 73 4

Withdrawal - Ordinary BA 4 3

5. PG Open Cases by Type 31/10/2017 Admiss ions - Course Transfer 14 4

Admiss ions - Deferra l 24 5

Research - Continuation Year 5 8

Research - Course Transfer 5 5

Research - Extens ion to Submit 11 4

Research - Off Books 9 6

Taught - Off Books 15 7

Withdrawal 22 4

3. Stage of Completion - PG Open Cases

Sept Oct N o v D ec Jan F ebM ar

.A pr M ay June July A ug T o tal

UG logged 16/17 324 190 141 80 129 67 130 258 362 437 216 160 2,494

UG logged 17/18 155 217 372

UG Closed 16/17 296 163 170 96 123 94 109 132 359 452 212 158 2,364

UG Closed 17/18 189 210 399

Sept Oct N o v D ec Jan F eb M ar A pr M ay. June July A ug T o tal

PG Logged 16/17 38 72 20 24 55 30 47 41 28 34 41 135 565

PG Logged 17/18 78 103 181

PG Closed 16/17 31 102 35 29 45 36 44 20 37 25 42 33 479

PG Closed 17/18 151 105 256

UG and PG Case Mgt. (31/10/2017)

1. Length of Time Case Open (UG and PG)

2. Stage of Completion - UG Open Cases

4. UG Open Cases by Type - 31/10/2017

9. PG Cases Closed Oct (No. & Avg. Days

10. Average Time to Close (Routine/Non-R.)

7.PG Cases Logged & Closed each Month (Year-on-Year Comparison)

8. UG Cases Closed Oct (No. & Avg. Days)

6. UG Cases Logged & Closed (Year-on-Year Comparison)

46

1 3 3

28

05

101520253035404550

264

23

0

50

100

150

200

250

300

0

10

20

30

40

50

60

70

Jan

Feb

Mar

Ap

r

May

Jun

e

July

Au

g

Sep

Oct

Nov

Dec

UGR UG PGR PG

2 18 3

48

1

88

2028

46

113 7

19

20

102030405060708090

100

31

23

7

1 1

19

62

52

5 6

00

5

10

15

20

25

academic registry - trinity college dublinacademic registry kpi report (october 2017) [internal tcd...

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