An Coiste Feabhais Acadúil
The Committee on Academic Quality Improvement
The Academic Quality Assurance Programme 2005-2006
Report to Údarás na hOllscoile
Review of
Examinations Office
Self-Assessment
Review Group Visit
Follow Up Meeting
September 2005 to October 2005
22nd – 24th November, 2005
24th May 2006
This Report was compiled for members of Údarás na hOllscoile, NUI Galway and its
committees as a readily accessible but comprehensive source of information on the above
review, its context and its outcomes.
Quality Office, May 2007
Report to Údarás – Review of Examinations Office 2005–2006
1. Overview of Department
1.1 Aims and Objectives
The mission of the Examinations Office is to provide a quality examination service, which
strives to meet the needs of students in partnership with the academic community.
Aims
 To ensure the integrity of a fair examination process for the university
 To operate and manage examinations in a professional and efficient way
 To issue results in a timely and accurate manner
 To continually improve processes
 To make better use of technology to manage examination processes
 To educate/inform/communicate with staff and students
 To promote professional development in order to develop a productive working environment
Objectives
The Examinations Office operates a ‘rolling’ Strategic Plan, the key areas for review and
development being the following:
 Publish and inform Faculties, Deans, Departments and other Administrative Offices on all
examination deadlines, processes and procedures
 Issue examination timetables in a timely manner, take feedback from our academic
colleagues, issue timetables to students online, provide one point of access for any
amendments
 Electronically record details regarding each examination paper, copy all examination papers
received by the submission date for each examination period, highlight papers outstanding
and introduce new technology to help automate a manual process
 Arrange and manage all activities associated with each examination session, ensuring exams
take place in a highly professional manner
 Arrange for all exam results to be returned electronically from departments, streamline exam.
board procedures and release results online for all students in a timely and accurate manner
 Process appeals and rechecks in a timely manner, ensuring students are notified of outcomes
as soon as possible
 Process Masters and Ph.D. theses in a timely manner, ensuring all NUI policies and
procedures are followed
 Review front desk procedures to ensure a student friendly service is provided
1.2 Background
The Examinations Office is responsible for the central administration of the University
examinations, both traditional and semesterised. Of the seven universities operating in Ireland,
only NUI Galway runs examinations on both a semester and term basis, consequently running
more examination sessions than any other. One of three offices which deliver a centralised
students’ administration function (the others being the Admissions Office and the Syllabus
Team), it is part of the Registrar’s Area, being managed by the Examinations Officer reporting
to the Academic Secretary.
In the past five years, the Examinations Office has gone through a period of major change.
In 2001, the new student administration system (Quercus+) was implemented. This was also a
period of rapid growth in student numbers and saw the early retirement of two senior members
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Report to Údarás – Review of Examinations Office 2005–2006
of the team. In 2003, the Examinations Office was reviewed by Mark Lande, IBM Business
Consulting Services. At the time of the 2005/2006 review by the Quality Office NUI Galway,
the recommendations were still in the process of being implemented.
1.3 Personnel
At the time of the 2005-2006 review, no job-share arrangements were in operation, with only
one short-term part-time arrangement. Four to six postgraduate students were employed at peak
periods
Grade
A.O.
Grade 5
Grade 4
Grade 3
Grade 2
Grade 1
No. of Staff
1
2
1
3
5
3
1.4 Recent Developments
 Timetable Developments
o Use of scheduling software has enabled issuing of timetables two and five weeks prior to
Semester I and II examinations; personal timetables are now accessible on the web.
 Results Developments
o Electronic return of results from academic departments and electronic circulation of
broadsheets to faculties in advance of board meetings
o Results now released for majority of undergraduate students via web, with earlier receipt
of results by some students due to staggered release of same
o Four separate teams now manage the examination board process
 Staffing Developments
o Three new posts created, flexi-time and invigilator training introduced, overtime reduced
 Technological/Organisational Developments
o Syllabus Team assumed responsibility for Quercus+ in February 2005, with Quercus+
being ‘bedded in’ with many improvements made to calculators.
o Purchase of high-tech photocopier; increased rate of examination paper photocopying
o Circulation of year-planner with examination-related deadlines, to all academic
departments; increased deadline compliance by academic staff
o Improvement in turn-around time of appeals
o Use of varied coloured script booklets randomly across examination days to decrease
likelihood of students introducing pre-prepared scripts into examinations
1.5 Accommodation and Facilities
The Examinations Office is located on floor 1 of Áras Uí Chathail, which despite being a new
building, is in need of enhancements and improvements.
Report to Údarás – Review of Examinations Office 2005–2006
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2. Review Group Report Overview and Recommendations
The Review Group consisted of: Mr Derek Ord, Head of Student Administrative Services, University of Hull
(Chair); Ms Mary McDonald, Student Records & Examinations Office, University College Cork; Dr John Newell,
Department of Mathematics, NUI Galway; and Ms Nuala McGuinn, Adult & Continuing Education Office, NUI
Galway acting as Rapporteur.
2.1 Summary and Main Recommendations
The Review Group commended the Examinations Office for responding well to change,
particularly at a time of significant staff changes and the introduction of a new student records
system. In meeting with key customer groups, the Review Team were impressed with the level
of respect that the Examinations Office holds within the University and emphasised their view
that the examinations system as opposed to the Examinations Office, was in need of a
significant overhaul.
 The Review Group underlined a requirement for a University-wide policy on deferrals,
guidelines on sick bay, standardisation of marks and standards, introduction of an assessment
tariff for examinations, a review of the practice of bonding examinations across Faculties and
a review of the student information service as provided to academics by the current student
records systems. The Examinations Office can play an active role in advising the academic
community on best practice in a number of these areas. In particular, it has a role in advising
on programme assessment and the impact that specific requirements may have on the
examinations system and assisting in the development of University policies in relation to
deferral, sick bay etc. There is, however an added requirement for “buy-in” by all departments
and University management if such broad policies are to be adopted widely.
 It was recommended by the team that communication with the student body could be
enhanced
 An increased emphasis on customer service was recommended, with the establishment of
management responsibility for this function within the Examinations Office.
 Requirements for clearer guidelines for students on examination procedures (both
undergraduate and postgraduate), clear communication of sick bay and deferral procedures,
earlier posting of examination timetables (where feasible and possible), correct use of PIN
and student ID numbers in relation to examination issues etc were noted. To this end, the
Reviewers recommended enhanced use of the web in communicating this information, while
also suggesting the exploration of alternative marketing and PR activities in order to “reach”
the student group.
 The Group highlighted a number of data-related issues still in existence which have an impact
on day to day operations. Citing examination timetabling as one such issue, despite new
software, they also suggested the adoption of an electronic system of categorisation, storage
and provision of past examinations papers to students.
 The Review Team highlighted feedback received from the academic community in relation to
issues with Quercus, underlining the opinion that this system was not fully servicing their data
requirements.
 A contact management system was also recommended to effectively manage the customer
service function. The communications link with MIS was noted as an area where greater
cooperation might bring benefits. It was acknowledged that the prioritisation of key service
functions and responsibilities between both groups would benefit closer communication
between these areas.
Report to Údarás – Review of Examinations Office 2005–2006
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 While savings may be made over the longer term, the team stated that it was essential that the
University should continue to ensure that the Examinations Office is funded appropriately to
allow for more complicated reforms that carry a high initial cost.
 The Review Group recommended that the Office interact more proactively with the wider
academic community and other customer groups in highlighting their requirements and the
constraints which programme structures impose on the examination systems.
3. Action Plans
Follow up Meeting
Wednesday, 24th May 2006
Present: Prof J Gosling Director of Quality (Chair), Prof J Browne (Registrar), Ms M McDonald (Review Group),
Ms M Ryan, Dr I MacLaren (Director of CELT), Dr S MacMathuna (Runai), Ms B Stewart, Ms Dominica Moran,
Ms A M Flannery, Ms E Molloy, Ms A M Duggan, Ms E Hession, Ms M Kavanagh, Ms Maureen Linnane (of
Quality Office in attendance).
3.1 Action Plan for the Examinations Office
1.
In the interest of improving information transfer to students, service provision and
dealing with queries, the Examinations Officer will:
a. Confirm with the Buildings office that alterations to enable operation of a ‘one-stopshop’ Student Information Centre covering all relevant aspects of Academic Affairs
(to be set up by April 2007) are in train. In parallel the Working Group on the
operation of the new Centre is being re-established.
b. In cooperation with the Admissions and Fees offices, ensure that a notice is
displayed in the open waiting area facing the stairs, listing the services provided by
each office.
c. Continue to improve communication processes, the provision of information in
multiple formats, and to monitor queries; with the objective of increasing student and
staff awareness of procedures and practices, thereby reducing greatly the numbers
feeling the need to see information directly.
d. Revise the documentation for postgraduate programmes, and include a flowchart of
the various stages of the process, from thesis submission to graduation.
e. Provide workshops for postgraduate students planning to submit theses two to three
times annually, about six weeks prior to submission dates.
f. A specific management responsibility for customer service within the Examinations
Office was created in August 2006.
2.
In the interest of improving information transfer to students, service provision and
dealing with queries, and, as necessary in consultation with the Exams Review Group
the Examinations Officer will:
a. In conjunction with the Records Officer, promote actively the development of a
University-wide ‘Book of Modules’ to complement the Syllabus File.
b. Review ‘Examinations Sick Bay Policy’ for fairness, consistency and clarity before
the start of the next academic year, 2006-2007.
Report to Údarás – Review of Examinations Office 2005–2006
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c. Put the introduction of a ‘credit tariffs’ item on the agenda for the next meeting of
the Exams Review Group. ( Meeting in September 2006 did not take place next
meeting proposed for June 2007)
d. Seek to have the proactive involvement of the Examinations Office at the design
and/or approval stages of the introduction of new programmes.
3.
In the interest of improving overall effectiveness and efficiency, the Examinations Office
will:
a. To improve compliance with procedures and timelines, a guidance booklet for
academic staff on the examination process is currently being prepared, and will be
launched and made available on the web on 15 November 2006. Associated
workshops will be run in conjunction with CELT from that time.
b. Work with the Records Office to improve access and training on the Quercus
software system for staff using it.
c. In consultation with the Admissions Office, sign off on a template for a new
registration statement, that is now with MIS for development. A revised statement
was in place by September 2006, but further revisions are planned for September
2007.
d. Work with the Faculties and relevant officers (e.g. Disabilities, Counselling, SU and
Overseas Students) during Autumn 2006 regarding setting up a consultative meeting
each semester.
4.
The Examinations Office will continue to work with MIS and other student
administration offices to ensure that IT supports are used most effectively and optimally
configured, and will:
a. Pilot a new MIS method for electronic submission of examination due for testing at
the Semester 1 Exams in 2006-2007.
b. Provide routinely soft copies of immediate-past examination papers to the Library in
order to facilitate a new electronic system for the categorisation, storage and
provision to students of past examination papers.
5.
The Exams Office will investigate the price of replacing fold-up examination desks by
the end of 2006.
3.2 Action Plan for University Management
1.
The Registrar and Deputy President and the Secretary for Academic Affairs will:
a. Act to ensure:i. That Admissions, Examinations and Records Officers are facilitated in the
development of increased coordination between the three offices,
ii. The establishment and start-up as soon as possible of a ‘one-stop-shop’
Student Information Centre covering all relevant aspects of Academic
administration.
iii. The development of a University wide ‘Book of Modules’.
b. Promote the urgent revision of university policies on:
i. The standardisation of marks and standards,
ii. Examination deferrals,
iii. Examination ‘sick bay’ admissions and operation
Report to Údarás – Review of Examinations Office 2005–2006
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iv. The ‘bonding’ of examinations across Faculties
v. Open access by responsible academic staff to relevant student information.
c. Serious consideration of the introduction of ‘credit tariffs’ in all Faculties during the
coming academic year.
2.
The director of Computer Services will work with the Examinations Office to help
enable new and better means of communication with students.
3.
The Secretary for Academic Affairs will support the temporary provision of a second
front desk post based on a 6-month contract, until the Student Contact Centre is
established in 2006-07.
4.
The Director of Quality will ensure that, once the Institutional Research Officer is in
place, the provision of accessible statistics based on accurate student information is
given the highest priority.
Approved by: Examinations Officer, Ms. M. Ryan, 16th May 2007
Approved by: Rúnaí um Ghnothaí Acadúla, Dr. S. MacMathúna, 17th May 2007
Approved by: Registrar, Prof. J. Browne, 17th May 2007
Approved by: Director of Computer Services, Dr. K. Loftus, 18th May 2007
Finalised: 18th May 2007, Professor Jim Gosling, Director of Quality