Providing Online Student Support and Service Evaluation


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Increasing student demand and the requirement to provide streamlined access to support services are presenting new challenges. With no online support mechanic for students, Learning Services at Glasgow Caledonian turned to YouthWire, a desktop widget platform, to deliver, quantify and improve our service, enhancing communication and the delivery of multiple other university resources via a single platform.

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Providing Online Student Support and Service Evaluation

  1. 1. Delivering Online Student Support & Service Evaluation<br /> Sonya Campbell<br /> Customer Service Development Manager<br /><br /> UCISA , March 2010<br />
  2. 2. University snapshot<br />High-tech modern city centre, single site campus <br />17,000 students from over 100 countries <br />Wide range of high-quality undergraduate, postgraduate and part-time programmes <br />Provider of world-leading:<br /><ul><li> research
  3. 3. consultancy
  4. 4. training services </li></li></ul><li>The Saltire Centre - our learning hub<br />Focus of learning and student services<br />40,000 students per week<br />600 seat learning cafe<br />450 computers<br />1,800 internet connections<br />80 staff, open plan office<br />
  5. 5. The Base ...<br />One-stop student services mall located in lower Saltire Centre<br />Helping with IT, library, support service and general enquires<br />First point of contact for careers, librarian, international advisor, funding support and disability services<br />Team of ‘Expert generalists’<br />
  6. 6. My challenge ...<br />Use technology to meet student requirements<br />Improve customer service<br />Simply and cost effectively<br />
  7. 7. The specifics …<br />Requirement to provide 24/7 services<br />No online support facility for students to contact the Base<br />Increasing demands from students and staff<br />Supporting the needs of placement and part time students<br />Developing library services in a global recession<br />Efficiency savings vs need for increased service delivery<br />
  8. 8. The solution ...YouthWire desktop apps<br />
  9. 9. YouthWire @ GCU<br /><ul><li>1400 PCs across GCU campus
  10. 10. Students can chat to Base support staff
  11. 11. Service feedback ratings
  12. 12. Faculty staff can use the platform
  13. 13. Students can connect with each other
  14. 14. Technical support and trainingfrom Youth Group</li></li></ul><li>Early results are encouraging ... for ALL of us <br />Students … Support Staff … IT Team … <br />Academic Staff … Students Association<br />
  15. 15. Digital interaction - UP<br />
  16. 16. Queuing - DOWN <br />
  17. 17. Noise - DOWN <br />
  18. 18. Customer Satisfaction - UP<br />
  19. 19. Cost Effective<br />
  20. 20. Next steps … how do we bring it all together and in one place ?<br />Standardise the process<br />Run internal marketing campaign<br />Roll-out full suite of YouthWire Apps<br />Build “social media” toolset<br />Use as internal CS Index <br />
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