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Glasgow Conference 2004

Enhancing the Student Experience in Scottish Higher Education

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A U T - A SNAPSHOT

New Zealand’s newest university (4 years old)

15000 EFTS (24,000 students) including 2000 International EFTS

» Multi cultural 9% New Zealand Maori 9% Pasifika 23% Asian 49% Pakeha/European 10% Other

» New Zealand’s fastest growing University 6%-8% compound growth, last 10 years

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A U T - STUDENT SERVICESCOMPREHENSIVE AND INTEGRATED

SERVICES, INCLUDING:

Student Information Enrolment Student Support

Learning Career Pastoral Care / Specialist Support

– Maori– Pasifika– International – Students with Disabilities

Financial

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A U T - STUDENT SERVICES

COMPREHENSIVE AND INTEGRATED SERVICES, INCLUDING:

> Accommodation> Health

– doctors, nurses, physio, dental> Counselling> Language> Employment and Job Search

• Student Records and Administration• Graduation• Student Life

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A U T - STUDENT SERVICES

SIGNIFICANT INVESTMENT

Approximately $7m per annum (4% of University operating budget)

120 FTE Staffing> 60% student support> 25% student administration> 15% student life

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A U T - STUDENT SERVICES

SIGNIFICANT ACTIVITY

Self reported use of services:Health and Counselling 38%

Career Services 19%Learning Support 20%Pasifika Support 15% *Disability Support 17% *Maori Support 27% *Financial Services 15%Student Information 49%

* Refers to students in this category

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A U T - STUDENT SERVICES

STRATEGIC APPROACH TO SERVICE DELIVERY

STRATEGIC GOAL

“To provide a comprehensive range of support services, administrative services and student experiences with the overall objectives of measuring student retention and success, and of enhancing the quality of the student experience.”

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A U T - STUDENT SERVICES

STRATEGIC APPROACH TO SERVICE DELIVERY

IMPLEMENTATION STRATEGIES

FIRST YEAR EXPERIENCE the underpinning organising framework implemented 1996 front end load support for first year students

MONITORING AND INTERVENTION to identify at risk first year students and to connect

with appropriate support

UNIVERSITY-WIDE INDUCTION

STUDENT MENTORING PROGRAMME

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SERVICE SUPPORT SERVICES

COMPLAINTS AND FEEDBACK whole university

STUDENT EVALUATION OF SERVICES whole university survey of services available

STUDENT FEEDBACK ON SERVICES specific feedback on services as they are used

DATA COLLECTION AND ANALYSIS common activities database integrated with

Student Management System

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THE HIGHER EDUCATION CONTEXT IN NEW ZEALAND

BROAD BASED PARTICIPATION Access encouraged for Maori, Pasifika, People with Disabilities

INCREASING DIVERSITY

UNCAPPED FUNDING

CREDENTIAL INFLATION

SHRINKING BASE OF GOVERNMENT FUNDING leading to:

Significant student fees Vigorous competition for students

STUDENTS AS CONSUMERS Higher expectations More litigious Balancing work and lifestyle

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THE CHALLENGE FOR TERTIARY PROVIDERS

TO MAXIMISE RETENTION AND OPTIMISE SUCCESS THROUGH APPROPRIATE SERVICES AND SUPPORT

WHY? PUBLIC DUTY and RESPONSIBILITY as publicly funded

institutions

ETHICAL RESPONSIBILITY given high opportunity cost of tertiary study

INTEGRAL TO QUALITY

GOOD BUSINESS SENSE cheaper to retain than recruit builds reputation and competitiveness

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RETENTION AND SUCCESS - KEY ISSUES

ISSUE 1 APPROPRIATE CHOICE OF PROGRAMME

RESPONSE PROFESSIONAL CAREER SUPPORT

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RETENTION AND SUCCESS - KEY ISSUES

ISSUE 2 TRANSITION TO TERTIARY STUDY

RESPONSE STUDENT INDUCTION

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BEST PRACTICE STUDENT INDUCTION

PREPARES STUDENTS FOR SUCCESS

Includes: Clarifying expectations Opportunities to form new relationships Information and support Welcoming and connection

Will: Be collaborative – central services and teachers/faculties Be promoted as essential Integrate social, skill assessment and development, and information Be multi-layered – meet divers needs Be staged : first day, first week, first month Focus on student awareness in the “captive” period

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RETENTION AND SUCCESS – KEY ISSUES

ISSUE 3 SUPPORT THROUGH THE TOUGH TIMES

RESPONSE COMPREHENSIVE RANGE OF SUPPORT SERVICES

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THE SUPPORT SERVICES PORTFOLIO

Learning development

Career development

Health

Counselling

Pastoral care

Financial

Accommodation

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BEST PRACTICE SUPPORT SERVICES

Partnerships with faculties/teaching departments Integrated Respond to student needs and feedback Meet the needs of students as a whole being Are data driven Are delivered proactively Build student capability

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RETENTION AND SUCCESS – KEY ISSUES

ISSUE 4 A HIGH QUALITY EXPERIENCE

RESPONSE CAMPUS LIFE INITIATIVES ATTENTION TO CUSTOMER SERVICEEFFECTIVE COMMUNICATIONBEST PRACTICE ADMINISTRATION

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BEST PRACTICES FOR ENHANCING THE STUDENT EXPERIENCE

QUALITY LEARNING ENVIRONMENT Social, recreational and study needs

EXTRA CURRICULAR ACTIVITIES AND EVENTS Purposeful, to meet diverse interests

FIRST CLASS CUSTOMER SERVICE Service culture – pervades planning, staff development and review Students first Needs/expectation driven Regular feedback Continuous improvement : benchmarked to the best

FIRST CLASS COMMUNICATIONS Full information Regular Multiple channels Embrace technology Seek feedback Facilitate redress of concerns and complaints Engage and involve

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TWO CHALLENGES

EVALUATE THE EFFECTIVENESS OF SERVICES

EMBED STUDENT SUPPORT IN PROGRAMME DELIVERY

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EVALUATING EFFECTIVENESS

The use of this service contributed to

success with my studies:

Health and Counselling 56% 14% 30%

Career Services 52% 16% 32%

Mentoring 32% 37% 31%

Learning Support 68% 10% 22%

Pasifika Support 69% 10% 21%

Disability Support 69% 7% 24%

Maori Support 70% 9% 21%

Financial Services 68% 15% 17%

Student Information 46% 17% 37%

Attending Orientation assisted with

my transition to University life 41% 23% 36%

Agree Disagree No Response