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
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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
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RETENTION AND SUCCESS –
KEY ISSUES
ISSUE 4
A HIGH QUALITY EXPERIENCE
RESPONSE
CAMPUS LIFE INITIATIVES
ATTENTION TO CUSTOMER SERVICE
EFFECTIVE COMMUNICATION
BEST PRACTICE ADMINISTRATION
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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
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