Mission Impossible?

Improving the reputation of service provision in enrolments

and student finance at UWS

UWS: The Background• Large and decentralised

physical environment• Centralised

administration model but not centrally located

• 3 Colleges/17 Schools model

• Recent amalgamation (2001)

UWS: History Lesson

1989 2001 2006

A federated University A unified University Stable structure ?

3 member institute A single administration and 4 divisions

3 divisions and an office of the CFO

56 faculties and Schools

4 colleges and 22 schools

3 colleges and 17 schools

5 campuses 7 campuses 6 campuses

> 400 ug courses, 4000 units

256 ug courses, 3808 units

74 ug courses, 1453 units

Campus SizeCampus Student Headcount Size (HA)

• Parramatta 8285 24.4• Penrith 7970 203.5• Bankstown 5870 24.1• Campbelltown 4973 154.8• Blacktown 3001 26.7• Hawkesbury 2623 1,280• Off-Campus,

Offshore and Other 2442• TOTAL 35164

Penrith

Parramatta

Hawkesbury

Campbelltown

Bankstown

Blacktown

Exams and Assessment

Admissions

E&SF(Local)

Student Communications

Student Systems

HQ

International Office

E&SF (International)

Secretariat

Finance

Executive

Student Centre

Student Centre

Student Centre

Student Centre

Student CentreStudent Centre

ITD

Research Student

HR & Marketing

Capital Works

Graduation

Why Current Structure?

• Standardization

• Minimization of duplication of effort

• Could accommodate industrial issues from Amalgamation

Problems?• Centralised Model = loss of connection to

Academic units• Difficulties with communication• Hard to get units working collaboratively given

geographical constraints• Enrolments and Student Finance unit under

resourced at amalgamation/Student System implementation

Problems Cont.

• Tough new legislation• Conflicting approaches to Student fee

management: Need to control the debt BUT be nice to the students

• So colleagues, do we agree our campaign for taking the hard line is as follows?

5 Final Reminders5 Final warningsLast final chanceVery last final ditch effortWe really mean it this time…

Perceptions

• After admission – E & SF looks after

• Everything else… because…

• The word enrolled and student make for a good reason

• Yes, that’s right…we take care of all the too hard baskets pertaining to any student who is enrolled regardless of when, how or where…yes we also bottle and sell fountain of enlightenment water …in fact we are prepared to give it away to anyone who’s interested.

• Hello…sorry about that…you were saying “it all started when you were 3, tell me all about it…”

Reasons for Change

Changing landscapes

• HESA

• VSU

• Online Enrolments

Reasons for Change

• Pro-active not reactive

• Ability to plan ahead

Reasons for Change

• Specific focus on client service

• Multi-skilling vs specialisation

• Improved efficiencies – staff / $

Constraints

• The need for optimism

• Opportunity knocks

Constraints

• Introducing major change to structure

• Significant change of location

• Major shift in how people work and the workplace set up

Constraints

• Restrictions in timeframe

• Conflicting time priorities with HR

• Domino effect for location move

• Systematic with recruitment

Its all in the timing

Selling the benefits

• Staff ready for change – not more of the same

• Opportunities

• Multi skilling not specialists

Structures

Manager

Coordinator

InternationalCoordinator

Local

X 5 Specialist Enrolment

staff

X 3 Student Finance Officers

X 2 Enrolments

Officers

X 8 Specialist Finance

Staff

Old

Campbelltown Hawkesbury

Structures

Manager

Enrolments Coordinator

Client Service Team Leader

Student Finance Coordinator

Enrolments Staff X 4Client Service Team

X 4Student Finance

Team X 5

Penrith

New

Selling the benefits –Co-Location

• Working together (give and take)

• Share and learn (reciprocal approach)

• Opportunity to broaden networks & career opportunities

Staff response• Involvement from the start

• Enthusiastic for change

• Travel some concern

• Structure to settle then co-location

• Generally well received

• Career opportunities

Recruitment• Initial enthusiasm

• Some stress

• Major disappointment for some

• Time and support needed for “moving on”

• Staff starting to settle into new positions

Implementation• Identifying tasks of business

• Matching tasks to teams

• Getting started – timing

• Transitional arrangements

• Ready, set go…

Client Service team• Major focus

• Implementation of service plan including

New Query Management system

Staff query phone number

Staff query email address

Client Service team - benefits• Improved service to staff and students

• Reliable contact options

• Minimisation of duplication of student queries

• Ability to track and follow up / monitor queries

• Ability to analyse data for future improvements

• Ability to make a major shift to reputation

But wait there’s more…• ESFI unit to be restructured and co-located

• Change proposal for discussion

• Anticipated new structure and amalgamation will occur at the end of 2006

A look into the future…