Glasgow
Conference 2004
Enhancing the
Student Experience in
Scottish Higher
Education
1
AUT -
A SNAPSHOT
 New Zealand’s newest university (4 years
old)
 15000 EFTS (24,000 students) including
2000 International EFTS
»
Multi cultural
 9%
 9%
 23%
 49%
 10%
»
New Zealand Maori
Pasifika
Asian
Pakeha/European
Other
New Zealand’s fastest growing University
 6%-8% compound growth, last 10 years
2
A U T - STUDENT SERVICES
COMPREHENSIVE AND INTEGRATED
SERVICES, INCLUDING:



Student Information
Enrolment
Student Support



Learning
Career
Pastoral Care / Specialist Support
–
–
–
–

Maori
Pasifika
International
Students with Disabilities
Financial
3
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
4
A U T - STUDENT SERVICES
SIGNIFICANT INVESTMENT


Approximately $7m per annum
(4% of University operating budget)
120 FTE Staffing
>
>
>
60%
25%
15%
student support
student administration
student life
5
A U T - STUDENT SERVICES
SIGNIFICANT ACTIVITY
Self reported use of services:
Health and Counselling
Career Services
Learning Support
Pasifika Support
Disability Support
Maori Support
Financial Services
Student Information
*
38%
19%
20%
15% *
17% *
27% *
15%
49%
Refers to students in this category
6
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.”
7
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
8
SERVICE SUPPORT SERVICES

COMPLAINTS AND FEEDBACK


STUDENT EVALUATION OF SERVICES


whole university survey of services available
STUDENT FEEDBACK ON SERVICES


whole university
specific feedback on services as they are used
DATA COLLECTION AND ANALYSIS

common activities database integrated with
Student Management System
9
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
10
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
11
RETENTION AND SUCCESS KEY ISSUES
ISSUE 1
APPROPRIATE CHOICE OF PROGRAMME
RESPONSE
PROFESSIONAL CAREER SUPPORT
12
RETENTION AND SUCCESS KEY ISSUES
ISSUE
2
RESPONSE
TRANSITION TO TERTIARY STUDY
STUDENT INDUCTION
13
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
14
RETENTION AND SUCCESS –
KEY ISSUES
ISSUE 3
SUPPORT THROUGH THE TOUGH TIMES
RESPONSE
COMPREHENSIVE RANGE OF SUPPORT
SERVICES
15
THE SUPPORT SERVICES PORTFOLIO

Learning development

Career development

Health

Counselling

Pastoral care

Financial

Accommodation
16
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
17
RETENTION AND SUCCESS –
KEY ISSUES
ISSUE 4
A HIGH QUALITY EXPERIENCE
RESPONSE
CAMPUS LIFE INITIATIVES
ATTENTION TO CUSTOMER SERVICE
EFFECTIVE COMMUNICATION
BEST PRACTICE ADMINISTRATION
18
BEST PRACTICES FOR ENHANCING THE
STUDENT EXPERIENCE

QUALITY LEARNING ENVIRONMENT


EXTRA CURRICULAR ACTIVITIES AND EVENTS


Purposeful, to meet diverse interests
FIRST CLASS CUSTOMER SERVICE






Social, recreational and study needs
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
19
TWO CHALLENGES


EVALUATE THE EFFECTIVENESS OF
SERVICES
EMBED STUDENT SUPPORT IN PROGRAMME
DELIVERY
20
EVALUATING
EFFECTIVENESS
Agree
Disagree No Response
Attending Orientation assisted with
my transition to University life
41%
23%
36%
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

Disability Support
69%
7%
24%

Maori Support
70%
9%
21%

Financial Services
68%
15%
17%

Student Information
46%
17%
37%
69%
10%
21%
21