Seven into one does go – just! The creation of a one-stop shop for student services

at Murdoch University

David Macey, Franklin White,& Darren Munday

A common story

Prospective Students Centre (new domestic)International Students Centre (new & current)External Studies Graduate CentreFees, Cashiers and Parking (everybody)Faculty Student Administration (current)Open Universities Australia

Our students & staff got very fit!

Fitness in detail

PSACInternationalFaculty AdminExternal Studies

CashiersOUAGraduate Centre

What we wanted

Somewhere to handle all enquiresHad to be:

• Central – stop sending students everywhere – conflicting info•Friendly for those waiting•Within existing building•With fewer staff (usual directive)

Did we test the thoughts?

YES and NO!• Everyone asked wanted a one stop shop

• But staffed with hundreds of staff to deal with “my personal query, instantly, every time, however vague, and be the same person to be there every time I dropped in!”

How we designed it

Met the designers lots and discussed what we wanted before we startedSaw the prelim “feel” illustrationsSaw the initial designsSaw similar projects (BankWest, ECU, Medibank)Lots of staff additional inputSaw and approved the final designsTested the furniture

“Look” & “Feel” design briefs

Final design drawings

What we built:

The Student Centre

Where is it?

The Student Centre

Queuing system

Multiple touch screens

Program for certain times

Led to certain counters

What went with it

MyMurdoch – already implemented – student portal

RightNow – enquiries management system - take the load off direct enquiries

Internally

Externally

When we wanted to move

Anytime but the height of admissions

When we moved

Mid December - the height of admissions

What happened – Go live?CHAOS!

Our academic staff withheld results – current student re-enrolment was late, graduations were late, new enrolments were thus under enormous pressure!Everything fell onto The Student CentreWe were also responsible for everything that had not worked for the last 10 years

What happened – Go live?

Very fast staff training!Idea of common knowledge/duties not really sustainableNeeded call centre – which we still haveRealised that data on visitors, calls etc. was rubbish

What were the numbers like?

Put in diagrams of phone calls etc.

Parking alone

What were the phone calls likeJan

4-11Jan

11-15Jan

18-22Jan

25-29Fe

b 1-5

Feb 8-12

Feb 15

-19Fe

b 22-26

Mar 1-5

Mar 8-12

Mar 14-19

Mar 21-26

0

500

1000

1500

2000

2500

3000

3500

40003544

18961567

19872193

16331232 1162

806 866599

2447

1100 979

1496 1512

946604 482 353 333 269

Phone Calls

Total Calls to 1300..

Domestic to Voice Mail

Training and Rosters …Staff Training – the best way is to start early, and

have short sessions with lots of repetition.Rosters – difficult without designated FoH staff due

to other commitments of staff but it can be done.

At the beginning of the process, ensure that staff are aware of any ‘changes’ to work practices so they can develop the correct mindset from the outset!

Some things to make the journey smoother …

Listen and respect – open door policyRegular meetings – what do we do?Review and rewardMake decisionsGive opportunities for Staff Development

What we forgot - Lots of things!

Signage was/is not right.Access to Back of House was not rightAircon shot cold air over certain staffStudent’s head hit TV screenDiscovered all things that staff had forgotten to tell us they did originally

But basic design worked brilliantly!

What do we still need to do?

Get over the problems that students still want to talk to the same person every timeWork on the Silos – get everyone into the teamGet everyone to use the technologyWrite procedures manuals for everythingGet enough staff

It works!

Students do not have to traipse all over campus

We can answer many questions straight offWe have stopped the “he said/she said”

problemsWe have real data on what we do!

It you go this way – things to note

Timing of “go live”Data is accurate on what the different sections doLots of staff training – repeat sessionsTurn on the technology before you moveIt does not necessarily save staff numbersMultitasking staff does not work as well as hopedCan bring on specialist staff instantly

We would love to set up a network of student centre managers – leave your card with us.

Thanks very much!

Questions?