february 2017 academic registry - trinity college dublin › ... › world ›...

1 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]

Academic Registry KPI Report

February 2017


EXECUTIVE OVERVIEW

Welcome to the February 2017 KPI Report.

The key operational processes covered in February relate to NonEU Full Degree Applications,

Postgraduate Applications, EFT payments to students and first line support for Incidents and Service

Requests.

Three hundred and forty five (345) NonEU Full Degree applications were decided upon and decisions

communicated. Average processing time to first decision was 17 working days.

Four hundred and ninety three (493) postgraduate taught applications were decided upon and

decisions communicated. Average processing time to first decision was 19 working days, which was

within the SLA target. Sixteen (16) postgraduate research applications were processed with an average

processing time of 35 working days.

Four hundred and eighty one (481) EFT payments were made to students with an average processing

time of 4.6 working days.

First line support services were still quite busy in February with 3,808 electronic queries being

processed, down 25% from February 2016. Phone call volumes and walk-ins ran at 1,863 and 2,245

respectively, which were very similar to February 2016. Average walk-in wait time for the month was

1 minute. No trend data is available as wait time reporting only became available in March 2016.

Also in this report we are providing the Student Cases Dashboard, which offers details on the number

of cases closed and average processing time by type (UG & PG). Ninety-four (94) undergradute cases

were closed in February 2017 compared to 67 in February 2016.

We have recently enhanced the KPI reporting format, and from February 2017, we have added trend

data for the majority of KPI’s. Over the past 12 months you will see substantial improvement in the

average processing time for; NonEU Full Degree Applications, PGT and PGR Applications, EFT Payment

Processing and phone call wait times. The Academic Registry is committed to enhancing the student

experience and continuing with this trend.

Thank you again for your continued support.

Leona Coady Director Academic Registry

February 2017


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 Pg.4

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.


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.

Pg.5 Pg.6 Pg.7 Pg.8 Pg.9 Pg.10

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

Number of days required to process student payment requests from schools.


Support: AR Support Channel – Electronic

Number of working days to resolve electronic query.

100% of queries resolved in 4 working days

Pg.12

Support: AR Support Channel – Face to Face

Waiting 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)

Pg.13

Support: AR Support Channel – Telephone

Waiting time for calls to the AR Service Desk.

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

Pg.14

Continuous Improvement Initiatives

CI Deliverables Implemented in month

N/A Pg.15

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

N/A Pg.16


Applications & Admissions: NonEU Full Degree Undergraduate Admissions (February 2017) Initial decision processing time – number of working days required to process an application and send an

initial decision.

KPI Target 10 working days Average processing time 17 working days Applications received (November 1st – 28th Feb) 533 No. of firm offers issued 171 No. of conditional offers issued (awaiting final examination results) 81 No. of unsuccessful applications 93 No. of Incomplete applications (Snapshot – 01/03/17) 82 No. of withdrawn applications 21 Additional assessments scheduled (Music/Drama: Snapshot – 01/03/17)

9

No. of higher offers 36 No. of applications awaiting consideration by Academic Registry 40 No. of acceptances - Firm Offers 18 No. of acceptances - Conditional Offers 3

(Excluding Medicine and Dental Science)

Applications & Admissions: NonEU Visiting Undergraduate Admissions (February 2017) First decision processing time - number of working days required to process an application and send a first

decision.

KPI Target 14 working days Average processing time 8 working days Applications Received 31

No. of full offers issued 21

No. of partial offers issued 10

*There were 29 additional applications which had a status of incomplete as these were missing documentation such as transcripts and/or letters of recommendation.

21

10

Fig 1: UG NonEU Visiting Students:

Offers

Full Offer

Partial Offer

0

2

4

6

1 2 3 4 6 7 8 9 10 11 12 13 14 15

Nu

mb

er o

f O

ffer

s P

roce

ssed

Number of days to process

Fig 2: UG NonEU Visiting Students: Average processing time


Applications & Admissions: Postgraduate Admissions (February 2017) [Applications where first decisions were made in February]. First decision processing time - number of

working days required to process an application and send a first decision.

PGT PGR PGV

KPI Target 20 working

days 20 working

days 20 working

days

Average processing time for February 2017 19 35 0 Decisions made and communicated in February All applications outlined here for PGT, PGR and PGV were assessed on a rolling basis

493 16 0

No. of firm offers issued 105 9 0

No. of conditional offers issued – awaiting documents from applicants

245 2 0

No. of unsuccessful decisions issued 143 5 0

Applications escalated to the Dean in February 112 N/A N/A

No. of incomplete applications (Shapshot – 01/03/17) 60 N/A N/A

No. of applications where additional assessment is scheduled (Shapshot – 01/03/17)

112 N/A N/A

▪ Applications Awaiting Recommendation by Faculty/School Group

877 – (as of 1st March, 2017)

▪ An additional 4 block assessed applications (4 PGT) were assessed in February, but have been

excluded from the processing average and offer breakdown.

Note: The proposed Partnership Agreement sets a target for Schools to process PG applications within

10 working days, and Academic Registry to complete the process within 10 working days thereafter.

Note 1: Red line on chart indicates KPI threshold

12

4032 32 28

1117

32

14 15

28

1124

17 208

25 2127

173

313 14 15

820

13 1627

36

5

74

20

3 7

29

8 9

0

20

40

60

80

100

120

140

160

180

200

Nu

mb

er o

f W

ork

ing

Day

s

FIG 3: PGT - No. of Applications and Average Processing Time by Faculty/School Group

Average of No. Networking Days No. of Application



2

6

2

6

11

2

8

1 1 2 1

6

35

11

3

11

47

1

12

3 42 1

42 2 3

55

1012

2 3

0

10

20

30

40

50

60

70N

um

ber

of

Wo

rkin

g D

ays

FIG 4a: PGT - No. of Applications and Average Processing Time by Course [A-H]

Average Processing Time in Working Days No. of Applications



52

9

1 1

10

38

11

17

57

1

7

2

35

2

11

2 2 31 1

3 41 2

9

24 4

2 2 37

4

28

1 1 2 3 3

0

10

20

30

40

50

60

70N

um

ber

of

Wo

rkin

g D

ays

FIG 4b: PGT - No. of Applications and Average Processing Time by Course [I-Z]





62

124

14 1725

11

40

12 1410

32 30

8

35

11

37

1711

20 22 2127

14 1218

3226

15

5 9

37

28

2

173

1 26

71

73 4

16

2

13

27

135 7

20

83

11 8 92 4

1713 12

6 4 3 3

36

0

20

40

60

80

100

120

140

160

180

200

AN

AT

BU

SI

CLA

S

CLM

B

CM

ED

CO

MP

CSE

E

DR

AM

ECO

N

ECU

M

EEEN

ENG

L

FREN

GEO

G

HIS

Y

IMM

U

ITA

L

LAW

S

LCO

S

MA

TH

MEM

E

NM

ID

PH

AR

PH

IL

PH

YS

PO

LS

PSY

C

PU

HP

RU

SS

SOC

S

STA

T

SUR

G

SWSP

Nu

mb

er o

f W

ork

ing

Day

sFIG 5: PGT - No. of Applications and Average Processing Time by Discipline

Average of No. Networking Days No. of Applications

48

6

58

1915

38

3

27

5754

51 1

31 1 1 1 1 1

0

10

20

30

40

50

60

70

AHS-EN AHS-LW AHS-RE AHS-SP AHS-SW EMS-CS EMS-MA HSC-MD HSC-NM HSC-PH

FIG 6: PGR - No. of Applications and Average Processing Time by Faculty/School Group



Comparitive Trend Data – Applications and Admissions:

21

3132

30

12

0 0 0

7

14

17 17

0

5

10

15

20

25

30

35

Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Ave

rage

Wo

rkin

g D

ays

UG NonEU Full Degree: Comparative Average Processing Time (by month)

1213

22

19

0

1617

19

28

1413

8

0

5

10

15

20

25

30


Ave

rage

Pro

cess

ing

Tim

e

UG NonEU Visiting: Comparative Average Processing Time (by month)


27

32

68

38

45

55

7

11

18 19

0

10

20

30

40

50

60

Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Ave

rage

Pro

cess

ing

Tim

e

PGT: Comparative Average Processing Time (by month)

54

28

13

2

52

27

19 19 19

30

35

0

10

20

30

40

50

60


Ave

rage

Pro

cess

ing

Tim

e

PGR: Comparative Average Processing Time (by month)


Fees & Payments: No. of days required to process student payment requests.

No. of working days required to fully process requests for EFT (Electronic Fund Transfer) payments

KPI Target 7 working days Average processing time for payment requests received in February 4.6 Working Days No. of Payment Requests in February 2017 481 Payments unpaid This is due to students not providing bank details which is delaying payment and causes additional processing effort for the AR Fees & Payments Team.

15


431

1

44

4 10

50

100

150

200

250

300

350

400

450

500

4 5 9 14 22

Nu

mb

er o

f P

aym

ents

Working Days

Fig 8: EFT Payments - Average Processing Time

10

16.5

4.75.5

4.27

7.41

56

5

7

4.6

0

2

4

6

8

10

12

14

16

18


Ave

rage

Pro

cess

ing

Tim

e

EFT: Comparative Average Processing Time (by month)

7


Support: AR Support Channel – Electronic

Number of days to resolve enquiries logged to the enquiry management system. [ESD – Electronic Service Desk] (February)

43% 45%

12%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.9: - Number of days to resolve enquiries

97% 98% 98% 96%90%

93%

59%

91% 91% 92%95%

87%

0%

20%

40%

60%

80%

100%

120%


% T

icke

ts R

eso

lved

wit

hin

SLA

Comparative % Electroinc Enquiries Resolved within SLA (by month)

KPI Target 100% of enquiries resolved in 4 working days Actual enquiries resolution time for February

Enquiries resolved in less than 2 working days 43% Enquiries resolved in 2 to 4 working days

45%

Enquiries resolved in more than 4 working days 12% Total number of enquiries closed 3,808


Support: AR Support Channel - Face to Face

Waiting time for queries at the Academic Registry Service Desk (February)


Red line on chart indicates KPI threshold (non peak – 5 minutes /peak – 10 minutes)

20%

65%

15% 0%

0 minutes 1 minute 2 minutes 5 minutes

Fig 10: - Average Service Desk Waiting Time

1 1 1 1

2 2

8

4

2

1

2

1

0

1

2

3

4

5

6

7

8

9

10


Min

ute

s

Comparative Average Face-To-Face Wait Time (by month)

KPI Target Daily Average Waiting Time

5 minutes

Actual Average Waiting Time 1 minute

Total number of face to face enquiries during month

2,245

Enquirers see within 0 minutes 20% 1 minute 65% 2 minutes 15%


Support: AR Support Channel – Telephone Calls Phone call waiting time: (February)

Red line on chart indicates KPI threshold Note: 07/02/17 – Staff shortages. Focus on reducing ESD tickets.

0

50

100

150

200

250

300

350

400

450

Seco

nd

s

Fig 10: - Average Call Waiting Time

Student Staff Assessment Progression Case

KPI Target Daily Average Waiting Time

150 seconds

Actual Average Waiting Time Students 74 seconds Staff 69 seconds

Assessment 12 seconds Student Cases 9 seconds

Overall 33 seconds Total number of calls handled in month 1,863


Red line on chart indicates KPI threshold (non peak – 150 seconds/peak – 300 seconds)

Continuous Improvement Initiatives

KPI Target N/A

Actual in February CI Deliverables Implemented in February

121

103

79

119

90

193

234

111 117101

81 77

0

50

100

150

200

250

300


Seco

nd

s

Comparative Average Phone Call Wait Time (by month)

PROJECT OBJECTIVE BENEFIT STAKEHOLDERS

Reminder to nominated referee to submit references for Applicant.

• To introduce a process for reminding referees to submit outstanding references for applicants.

• Enable applicant to update / change referee details on-line.

Make the process more efficient, and user friendly. Will improve application processing turnaround times.

Schools, Academic Registry, Applicants, Referees.

Revision of PGT Admissions & Application User Guide for Assessors

• Update Userguide to • Review content • Include recent enhancements to

the business process. •

Improve usefulness and provide greater clarity to the business process. Informs users how to use new processes allowing greater visibility and tracking of the status of applications.

Schools, Academic Registry, Applicants.

Implement Council policy to escalate to the Dean of Graduate Studies nonEU PGT applications outside 10 day KPI.

Design a new business process supporting Council policy

Improve turnaround times of nonEU PGT applications. Supports GR Strategy

Applicants, Schools, Deano f Graduate Studies, Global Relations, Academic Registry.


Case Mgt. Dashboard February 2017 - v01.1bPrepared by Records and Case Mgt. Lead

Day Range --> 0-30 31-60 61-9091-

120121+ Total Exams - Accommodations 2 3

Under Graduate 19 9 3 1 1 33 Exams - Deferra ls 9 8

Post Graduate 14 2 - - - 16 Fees - Medica l Repeat 8 47

Total 33 11 3 1 1 49 Not Defined 13 9

Off Books - Assessment (OBA) 5 18

Off Books - In Good Standing 20 7

Progress ion - Mark Change 4 14

Progress ion - Repeat Year 1 10

Withdrawal 29 8

Withdrawal - Ordinary BA 3 2

Other 1 12

Research - Course Transfer (Master to Ph.D) 1 62

Research - Extens ion to Submit 5 9

Research - Off books 6 7

Research - Readmiss ion 4 19

5. PG Open Cases by Type 28/02/2017 Taught - Off Books 10 10

Taught - Readmiss ion 3 11

Withdrawal 6 4

3. Stage of Completion - PG Open Cases

Sep

t

Oct

.

N o

v.

D ec

.

Jan

.

F eb

.

M ar

.

A pr

.

M a

y.

Jun

eJuly

A ug

.T o tal

UG logged 15/16 302 214 3 150 158 169 116 170 382 346 147 214 2,371

UG logged 16/17 324 190 141 80 129 67 - - - - - - 931

UG Closed 15/16 101 96 160 62 145 346 181 318 190 1,599

UG Closed 16/17 296 163 170 96 123 94 942

Sep

t

Oct

.

N o

v.

D ec

.

Jan

.

F eb

.

M ar

.

A pr

.

M a

y.

Jun

eJuly

A ug

.T o tal

PG Logged 15/16 - - - - - - 97 25 37 2 16 68 245

PG Logged 16/17 38 72 20 24 55 30 - - - - - - 239

PG Closed15/16 - - - - - - 88 26 13 12 25 62 226

PG Closed 16/17 31 102 35 29 45 36 - - - - - - 278

UG and PG Case Mgt. (28/2/17)

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

2. Stage of Completion - UG Open Cases

4. UG Open Cases by Type - 28/2/2017

9. PG Cases Closed February (No. & Avg.

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

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

8. UG Cases Closed February (No. & Avg.

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

5

8

10

1 10 0 0

0123456789

Logg

ed -

Com

ple

te

Init

ial A

sses

smen

t

Sen

t fo

r Com

men

t

Rev

iew

/Ru

ling

Impl

emen

tati

on

Clos

ed

Dea

n of

Gra

dua

te…

Rev

iew

/Ru

ling

- GSO

Impl

emen

tati

on -

GSO

Clos

ed -

GSO

The

Vis

itor

(TV

)

Rev

iew

/Ru

ling

- TV

Impl

emen

tati

on -

TV

Fin

al C

losu

re -

TV

9

16

8

02468

1012141618

Logg

ed -

Com

ple

te

Init

ial A

sses

smen

t

Sen

t fo

r Com

men

t

Rev

iew

/Ru

ling

Impl

emen

tati

on

Clos

ed

Cour

t of

Fir

st A

ppe

al…

Rev

iew

/Ru

ling

- CFA

Impl

emen

tion

- CFA

Clos

ed -

CFA

The

Vis

itor

(TV

)

Rev

iew

/Ru

ling

- TV

Impl

emen

tati

on -

TV

Fin

al C

losu

re

0

10

20

30

40

50

60

70

Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec

UGR UG PGR PG

5

3

2

1 1

3

1

0

1

2

3

4

5

6

12

9

5

1 1

6

1

5

2

0123456789

10

february 2017 academic registry - trinity college dublin › ... › world ›...

Documents