The Hub Student Support Centre at the University of Bradford Simon Croll Head of Student Support Centre (The Hub) 7 April 2009 – SROC 2009

The HubThe HubStudent Support Centre at the Student Support Centre at the University of BradfordUniversity of Bradford

Simon CrollSimon CrollHead of Student Support Centre (The Hub)Head of Student Support Centre (The Hub)7 April 2009 – SROC 20097 April 2009 – SROC 2009

INTRODUCTIONINTRODUCTION

• The Hub opened to its first customers 12 The Hub opened to its first customers 12 March 2007March 2007

• A major undertaking bringing together in A major undertaking bringing together in one location 60+ staff from a number of one location 60+ staff from a number of student support departments in varying student support departments in varying locations across the Universitylocations across the University

THE PROJECTTHE PROJECT

• In the University’s Corporate Plan 2004-In the University’s Corporate Plan 2004-2009, the Vice Chancellor’s introduction 2009, the Vice Chancellor’s introduction stated that “we are planning a real step stated that “we are planning a real step change in student support that includes change in student support that includes significant investment in our Estate significant investment in our Estate incorporating new buildings and the incorporating new buildings and the development of a state-of-the-art web development of a state-of-the-art web enabled campus”enabled campus”

THE PROJECTTHE PROJECT• The The “Student Centre” (working title)“Student Centre” (working title) will deliver practical will deliver practical

aspects of this vision. It will combine a bright modern aspects of this vision. It will combine a bright modern physical space within the physical space within the Richmond FoyerRichmond Foyer front front entrance to the University, for student transactions entrance to the University, for student transactions relating to administration and appropriate learning relating to administration and appropriate learning support. It will also deliver a web-enabled virtual support. It will also deliver a web-enabled virtual service for students to access a range of information service for students to access a range of information off-campus and out of hours to meet the needs of off-campus and out of hours to meet the needs of today’s flexible learners today’s flexible learners and all our students whether and all our students whether current or prospective studentscurrent or prospective students..

THE PROJECTTHE PROJECT• A Project Board established to oversee the A Project Board established to oversee the

creation of the Hub. creation of the Hub. • Included in the membership:Included in the membership:

• Pro-Vice –Chancellor (Chair)Pro-Vice –Chancellor (Chair)• Deputy Vice-ChancellorDeputy Vice-Chancellor• Director of Management Information Services (Project Director of Management Information Services (Project

Manager)Manager)• Head of Student RegistryHead of Student Registry• Director of EstatesDirector of Estates• Students’ Union RepresentationStudents’ Union Representation• and other senior staff fromand other senior staff from

Corporate ServicesCorporate Services


• In the preparatory stages a number of In the preparatory stages a number of information sessions (Town Hall Meetings) information sessions (Town Hall Meetings) were held to which all staff joining the Hub were held to which all staff joining the Hub were invited in addition to two ‘Away Mornings’ were invited in addition to two ‘Away Mornings’ in December 2006 and February 2007in December 2006 and February 2007

• Many of the staff involved worked in different Many of the staff involved worked in different areas of the campus and had never actually areas of the campus and had never actually met each othermet each other


• On the whole, staff were very supportive On the whole, staff were very supportive of the projectof the project

• A major factor was the new physical A major factor was the new physical working environment The Hub would working environment The Hub would bringbring

• Another being the frustration of services Another being the frustration of services being ‘dotted’ all over campusbeing ‘dotted’ all over campus

TEAMS WITHIN THE HUBTEAMS WITHIN THE HUB

• Teams within the Hub include the following:Teams within the Hub include the following:• Front of House TeamFront of House Team• Accommodation OfficeAccommodation Office for University-managed for University-managed

accommodationaccommodation• Admissions Admissions including Undergraduate and Postgraduate including Undergraduate and Postgraduate

Course and Research Admissions, Course Enquiries and Course and Research Admissions, Course Enquiries and Educational LiaisonEducational Liaison

• International Office International Office (primarily recruitment but also student (primarily recruitment but also student welfare)welfare)

TEAMS WITHIN THE HUBTEAMS WITHIN THE HUB

• Teams within the Hub include the Teams within the Hub include the following:following:

• Student Administration and SupportStudent Administration and Support incorporating the former Student Registry, incorporating the former Student Registry, Graduate Registry, Cashiers (now the ‘Payzone’), Graduate Registry, Cashiers (now the ‘Payzone’), Student Financial Information Service, Student Student Financial Information Service, Student Bursaries Officer, Debtors’ Team from FinanceBursaries Officer, Debtors’ Team from Finance

• Not included are the Disability Office or Not included are the Disability Office or Counselling ServiceCounselling Service

FRONT OF HOUSE SERVICEFRONT OF HOUSE SERVICE

• 7 Reception Desks – 3 or 4 of these staffed on 7 Reception Desks – 3 or 4 of these staffed on a regular basis during term time, capacity for a regular basis during term time, capacity for additional usage at peak periods additional usage at peak periods

• 4 Meeting Rooms for individual discussion with 4 Meeting Rooms for individual discussion with students – some set up for more business-like students – some set up for more business-like discussions, table and chairs, others more discussions, table and chairs, others more relaxed mode.relaxed mode.

FRONT OF HOUSE SERVICEFRONT OF HOUSE SERVICE

• One Meeting Room used on a regular One Meeting Room used on a regular basis by Chaplains and others at basis by Chaplains and others at lunchtimes including a monthly visit from lunchtimes including a monthly visit from the local Police. the local Police.

• Telephone points with free calls to SLC, Telephone points with free calls to SLC, local LEAs etclocal LEAs etc

FRONT OF HOUSE STAFFINGFRONT OF HOUSE STAFFING

• No new appointments other than the Front of No new appointments other than the Front of House Team LeaderHouse Team Leader

• 4 Front of House Team members appointed 4 Front of House Team members appointed from staff joining the Hub – 2 from the Cashiers from staff joining the Hub – 2 from the Cashiers Office, 1 from Credit Control (based in former Office, 1 from Credit Control (based in former Student Registry) and 1 from the Student Registry) and 1 from the Accommodation OfficeAccommodation Office


• Front of House Team supplemented by Front of House Team supplemented by support from staff in the Back Offices support from staff in the Back Offices either in relation to individual enquiries or either in relation to individual enquiries or providing assistance in manning the providing assistance in manning the desk.desk.

• Payzone also located in the Front of Payzone also located in the Front of House areaHouse area


• A concentrated period of training for the Front A concentrated period of training for the Front of House Team in the weeks prior to opening - of House Team in the weeks prior to opening - spending time with each of the Departments spending time with each of the Departments moving into the Hubmoving into the Hub

• From the outset a comprehensive service From the outset a comprehensive service covering the work of all the Teams located in covering the work of all the Teams located in the Hub has been offered at the Front Desksthe Hub has been offered at the Front Desks


• Originally envisaged that approx 50% of Originally envisaged that approx 50% of enquiries might be processed by the Front of enquiries might be processed by the Front of House Team without referral to the Back Office House Team without referral to the Back Office increasing to 75% after 12 months increasing to 75% after 12 months

• In practice well over 75% of business has been In practice well over 75% of business has been dealt with by the Front of House Team. Since dealt with by the Front of House Team. Since November 2007 this has averaged 85%November 2007 this has averaged 85%

FRONT OF HOUSE OPENING HOURSFRONT OF HOUSE OPENING HOURS

• Originally from 08.30 – 18.00Originally from 08.30 – 18.00• The amount of business at the beginning and The amount of business at the beginning and

end of the day did not justify these hours and end of the day did not justify these hours and they have now been amended to 09.00 – 17.00they have now been amended to 09.00 – 17.00

• During vacations the hours reduced to 10.00 – During vacations the hours reduced to 10.00 – 16.00 although staff are on call until 17.00 if 16.00 although staff are on call until 17.00 if required.required.

BACK OFFICE SUPPORT TEAMSBACK OFFICE SUPPORT TEAMS• Teams located on 2 floors immediately Teams located on 2 floors immediately

adjacent to the Front of Houseadjacent to the Front of House• Upper floorUpper floor

– Student Administration and Support including the Student Administration and Support including the Head of Student Support Centre (34 staff)Head of Student Support Centre (34 staff)

• Lower floor Lower floor – Admissions (14 staff)Admissions (14 staff)– International Office (14 staff)International Office (14 staff)– Accommodation (3 staff)Accommodation (3 staff)

Co-ordinating the work of the HubCo-ordinating the work of the Hub

• Making efforts to avoid Teams in the Hub Making efforts to avoid Teams in the Hub becoming compartmentalisedbecoming compartmentalised

– Fortnightly meetings of representatives from the Fortnightly meetings of representatives from the various Teams to discuss matters of common various Teams to discuss matters of common interestinterest

– Regular Hub training sessions, Teams giving Regular Hub training sessions, Teams giving presentations of their work, sharing information presentations of their work, sharing information

– Working together more closely than hitherto on Working together more closely than hitherto on events such as Enrolment or Award Ceremoniesevents such as Enrolment or Award Ceremonies

STATISTICSSTATISTICSTotal number of customers Apr 07 to & inc May 08 =

45,122, split by month

0

1000

2000

3000

4000

5000

6000

Apr 07 2164

May 07 2479

Jun 07 1678

Jul 07 1882

Aug 07 2190

Sep 07 5676

Oct 07 5652

Nov 07 4470

Dec 07 3056

Jan 08 4048

Feb 08 3438

Mar 08 2733

Apr 08 3232

May 08 2424

STATISTICSSTATISTICS

0

21642479

2733

3232

2424

0

500

1000

1500

2000

2500

3000

3500

Mar April May

Comparison of customer numbers 2007-V-2008

Year 2007

Year 2008

STATISTICSSTATISTICSTotal number enquiries Apr 07 to & inc May 08 =

45,122, split by query type

02000400060008000

1000012000140001600018000

Accomm

odation 1,960

Admissions 602

Enquiries 997

International 3,095

General 3,277

SAS-Finance 2,595

SAS-ALF 16,088

SAS-Stu Records 12,384

SAS-Research 2,244

SAS-Bursaries 1,880

Review of Hub operation held in November Review of Hub operation held in November 20072007

• Positive points emergingPositive points emerging– Immediate benefits for students with a large Immediate benefits for students with a large

number of services now provided in one number of services now provided in one location. Wasted journeys from one office to location. Wasted journeys from one office to another a thing of the pastanother a thing of the past

– ‘‘Joined up’ approach beneficial in terms of Joined up’ approach beneficial in terms of staff working together, more familiar with staff working together, more familiar with each other’s work, greater efficiencieseach other’s work, greater efficiencies


• Positive points emergingPositive points emerging– A sense of ‘togetherness’ for staff involved in A sense of ‘togetherness’ for staff involved in

organising large events such as enrolment organising large events such as enrolment and award ceremoniesand award ceremonies

– A more co-ordinated approach and decisions A more co-ordinated approach and decisions taken more promptly than might previously taken more promptly than might previously have been the casehave been the case


• Further developments in progress Further developments in progress include:include:

– Development of the virtual Hub web siteDevelopment of the virtual Hub web site– RMS Job Logging/tracking system for the RMS Job Logging/tracking system for the

HubHub– FAQs web-based systemFAQs web-based system

IT Support within the OSS IT Support within the OSS environmentenvironment


• Prior to the opening of the Hub, we held Prior to the opening of the Hub, we held very little information about amount of very little information about amount of queries, nature of queries, type of call queries, nature of queries, type of call (email, walk-up, telephone, etc) in the (email, walk-up, telephone, etc) in the various areas joining the hubvarious areas joining the hub

• Also, there was little information about Also, there was little information about the questions being asked, ie Frequently the questions being asked, ie Frequently Asked QuestionsAsked Questions

INTRODUCTIONINTRODUCTION• In order to ensure this information would be available In order to ensure this information would be available

with the new Hub and until an IT solution was sought, with the new Hub and until an IT solution was sought, we introduced a simple tally-mark system on our FOH we introduced a simple tally-mark system on our FOH service to track walk-up queries, to record the time-slot, service to track walk-up queries, to record the time-slot, type of query and who dealt with the query (FoH staff or type of query and who dealt with the query (FoH staff or referral to Back Office)referral to Back Office)

• This information could then be used to improve the This information could then be used to improve the service and be more responsive to customer needs, service and be more responsive to customer needs, etc.etc.


• Due to the numbers of staff working in the Hub Due to the numbers of staff working in the Hub and the volume of queries being dealt with, it and the volume of queries being dealt with, it was agreed very early on that an IT solution was agreed very early on that an IT solution would be required in order to track queries, would be required in order to track queries, pass queries between teams and ensure that pass queries between teams and ensure that Service Level Agreements were adhered to, Service Level Agreements were adhered to, etc. thus ensuring good customer serviceetc. thus ensuring good customer service

INTRODUCTIONINTRODUCTION• Therefore, along side the Hub Project, a ‘Virtual Hub’ Therefore, along side the Hub Project, a ‘Virtual Hub’

project with budget of £272,000 was also agreed, which project with budget of £272,000 was also agreed, which would look at CRM/help desk system along with many would look at CRM/help desk system along with many other aspects of IT and technology within the Hubother aspects of IT and technology within the Hub

• Due to the scale of the ‘Virtual Hub’ project (and sub-Due to the scale of the ‘Virtual Hub’ project (and sub-projects), it was envisaged that this would be a much projects), it was envisaged that this would be a much longer term project than the physical Hub and therefore longer term project than the physical Hub and therefore some interim measures such as the tally-mark system some interim measures such as the tally-mark system would need to be deployedwould need to be deployed

The Virtual HubThe Virtual Hub

• The Virtual Hub contains 5 different sub-The Virtual Hub contains 5 different sub-projects:projects:

– Sun Ray 2 – Thin Client TechnologySun Ray 2 – Thin Client Technology– Helpdesk/Call LoggingHelpdesk/Call Logging– FAQsFAQs– Instant Messenger for StaffInstant Messenger for Staff– The Hub WebsiteThe Hub Website– Extension of Self-Service OptionsExtension of Self-Service Options

Sun Ray 2 – Thin Client TechnologySun Ray 2 – Thin Client Technology

• In order easy the movement of staff In order easy the movement of staff between the BO and FOH – Also between the BO and FOH – Also movement of staff between FOH desks movement of staff between FOH desks and confidential meeting spaces, we and confidential meeting spaces, we wanted to introduce thin-client technologywanted to introduce thin-client technology

Sun Ray 2 – Thin Client TechnologySun Ray 2 – Thin Client Technology• Phase I – Using Windows Terminal Services went live Phase I – Using Windows Terminal Services went live

to all FOH Desks and some pilot stations in the BOto all FOH Desks and some pilot stations in the BO• Staff carry a card which is inserted into the SunRay Staff carry a card which is inserted into the SunRay

client, they enter their password and their desktop pops client, they enter their password and their desktop pops up on screen as it was when they removed their cardup on screen as it was when they removed their card

• This means that staff who frequently move between This means that staff who frequently move between desks do not need to re-load programs or re-retrieve desks do not need to re-load programs or re-retrieve records, etc.records, etc.

• Phase II – Using VMWare rolled out to all Hub staff in Phase II – Using VMWare rolled out to all Hub staff in the Hub from September 2008the Hub from September 2008

Sun Ray 2 – Thin Client TechnologySun Ray 2 – Thin Client Technology

Java EnabledJava Enabled

Smart CardSmart Card

Helpdesk/Call LoggingHelpdesk/Call Logging• Phase I – March 2009 will see the deployment of RMS Phase I – March 2009 will see the deployment of RMS

Customer Service Desk and RMS Client/Server to all Customer Service Desk and RMS Client/Server to all 65 staff in the Hub65 staff in the Hub

• ComprisesComprises– 23,000 student/alumni ‘clients’23,000 student/alumni ‘clients’– 65 staff65 staff– 25 teams25 teams– 5 types of calls (email, tel, fax, walk-up, IM)5 types of calls (email, tel, fax, walk-up, IM)– 9 Categories of Calls9 Categories of Calls– 66 sub-categories66 sub-categories• ‘‘Instant Calls’ for recording very quick queries eg Instant Calls’ for recording very quick queries eg

directions to the librarydirections to the library

Helpdesk/Call LoggingHelpdesk/Call Logging• Phase II – Academic Year 2009/10 will see the Phase II – Academic Year 2009/10 will see the

roll out of:roll out of:– No click call logging when letters have been No click call logging when letters have been

generated from the SITS Vision productgenerated from the SITS Vision product– Students access to view ‘My Help Calls’Students access to view ‘My Help Calls’– Students being able to raise help calls with a single Students being able to raise help calls with a single

click from the student portal (Tribal eVision)click from the student portal (Tribal eVision)

Helpdesk/Call LoggingHelpdesk/Call Logging• Phase III – Academic Year 2009/10 and 2010/11 will Phase III – Academic Year 2009/10 and 2010/11 will

see the roll out of:see the roll out of:– Email logging – RMS will read emails in certain inboxes and Email logging – RMS will read emails in certain inboxes and

raise them as helpcallsraise them as helpcalls– Link to RMS from the Universal Knowledge FAQs/Knowledge Link to RMS from the Universal Knowledge FAQs/Knowledge

databasedatabase– Deployment of Ericsson Solidus and TAPI II technology to Deployment of Ericsson Solidus and TAPI II technology to

allow student records to ‘pop-up’ on screen before answering allow student records to ‘pop-up’ on screen before answering the ‘phone – also allow multi-types of calls (IM, email, voice) to the ‘phone – also allow multi-types of calls (IM, email, voice) to be ‘queued’ in strict rotationbe ‘queued’ in strict rotation

FAQsFAQs• Phase I – August 2009 roll out of ‘Universal Knowledge’. This Phase I – August 2009 roll out of ‘Universal Knowledge’. This

system will allow customers to ask a question in ‘human’ format, system will allow customers to ask a question in ‘human’ format, warts and all, which the knowledge base will offer an answerwarts and all, which the knowledge base will offer an answer

• The knowledge base must be fed information and can also ‘spider’ The knowledge base must be fed information and can also ‘spider’ websiteswebsites

• Customers are asked to rate the reply and refer on to a human for Customers are asked to rate the reply and refer on to a human for an answer if they believe the response does not answer their an answer if they believe the response does not answer their questionquestion

• Phase II –2009/10/11 will see a link between the RMS system and Phase II –2009/10/11 will see a link between the RMS system and the ‘Universal Knowledge’ system in that referral will automatically the ‘Universal Knowledge’ system in that referral will automatically raise a help call that can be tracked by the clientraise a help call that can be tracked by the client

Instant Messenger for StaffInstant Messenger for Staff• Just started to deploy Wimba Pronto (via Blackboard) Just started to deploy Wimba Pronto (via Blackboard)

for use by staff in The Hubfor use by staff in The Hub• This allows staff to instantly communicate with This allows staff to instantly communicate with

individuals or groups of staff within The Hubindividuals or groups of staff within The Hub• Useful for communications between the Front of House Useful for communications between the Front of House

and Back Officesand Back Offices• Also useful to get instant communications about system Also useful to get instant communications about system

issues (eg, HUB Printer 5 has suffered a failure, please issues (eg, HUB Printer 5 has suffered a failure, please use HUB Printer 4 instead until further notice)use HUB Printer 4 instead until further notice)

The Hub WebsiteThe Hub Website

• Until now, updating web-pages at the Until now, updating web-pages at the University of Bradford required either html skills University of Bradford required either html skills or use of a web authorising tool such as MS or use of a web authorising tool such as MS Front Page or DreamweaverFront Page or Dreamweaver

• However, the University recently went to tender However, the University recently went to tender on a Content Management System and the on a Content Management System and the successful bidder was a company called successful bidder was a company called Terminal Four Terminal Four http://www.terminalfour.com/

http://www.terminalfour.com/


• The Terminal Four product allows staff The Terminal Four product allows staff members to update web content by members to update web content by simply using their web browserssimply using their web browsers

• The Hub website will be re-built and The Hub website will be re-built and using terminal four and will be information using terminal four and will be information based rather than structurally based ie based rather than structurally based ie who are you?, what do you want?who are you?, what do you want?


• November 2008 will see the launch of the November 2008 will see the launch of the launch of this new information based launch of this new information based websitewebsite

• This will also develop over time to tie-in This will also develop over time to tie-in the other new technology such as RMS, the other new technology such as RMS, FAQs, Universal Knowledge, eVisionFAQs, Universal Knowledge, eVision

Extension of Self-Service OptionsExtension of Self-Service Options• Along side this will be the continual development of Along side this will be the continual development of

self-service options using eVisionself-service options using eVision• These currently include:These currently include:

– Enrolment/Re-enrolmentEnrolment/Re-enrolment– Award Ceremony Reply ServiceAward Ceremony Reply Service– Alumni Information/UpdatesAlumni Information/Updates– DLHE returnDLHE return– Updates to Personal DetailsUpdates to Personal Details– Module/Stage Results including component marksModule/Stage Results including component marks– On-line transcripts/European DiplomaOn-line transcripts/European Diploma

Extension of Self-Service OptionsExtension of Self-Service Options

• Will/Could soon include:Will/Could soon include:– Pre-enrolment Portal (Tracking and tasking from Pre-enrolment Portal (Tracking and tasking from

enquirer through to student)enquirer through to student)– Self-serve lettersSelf-serve letters– Paper/Coursework ‘turn-in’Paper/Coursework ‘turn-in’– On-line document/photo submissionOn-line document/photo submission– Fees Interactive (on-line interactive service for fee Fees Interactive (on-line interactive service for fee

assessment/questionnaire)assessment/questionnaire)

Other Current and Future IT Other Current and Future IT technologiestechnologies• Plasma screens – Using Terminal Four Plasma screens – Using Terminal Four

for content managementfor content management

• Deployment of non-staffed Hub-nano Deployment of non-staffed Hub-nano stationsstations

• Self-service terminalsSelf-service terminals

• Web kiosksWeb kiosks

In SummaryIn SummarySystem Company/Solution

Student Administration System Tribal SITS Vision (Uniface/Oracle)

Helpdesk/CRM RMS

FAQs/Knowledge Base Universal Knowledge

Finance System Powersolve (Ingress) – replaced in Aug 2010

Telephony/IM Ericsson MD110/Solidus

Student Portal Tribal eVision (Oracle)

Web Authoring Terminal Four

Secure (tamper-evident) e-doc delivery Digitary

Electronic Document Management Oracle/Stellent and Kofax from Ether Solns

Instant Messenger for Staff Wimba Pronto via Blackboard

Any Questions?Any Questions?

7 April 20097 April 2009

Documents

The Hub Student Support Centre at the University of Bradford Simon Croll Head of Student Support Centre (The Hub) 7 April 2009 – SROC 2009