Developing a good practice framework for Student Complaints - Caroline Drew

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Developing a good practice framework for Student Complaints - Caroline Drew

  1. 1. UNIT4 Business SoftwareIS THERE A CASE FOR A NATIONALIT SYSTEM TO SUPPORT STUDENTCOMPLAINTS ?Caroline DrewEducation Product Manager
  2. 2. UNIT4 Business SoftwareAGENDAComplaint HandlingInstitution Level Reporting of ComplaintsNational Level Reporting of Complaints
  3. 3. UNIT4 Business SoftwareSTUDENT – INSTITUTE - LOCAL CASE MANAGEMENTPaper based, complex, slow, costly, prone to errors, inaccurate dataNo visibility of complaint stagesAccessible to allFast, efficient, easy, effectiveClear and simpleResponsive, visible
  4. 4. UNIT4 Business SoftwareSTUDENT – INSTITUTE - LOCAL CASE MANAGEMENTSelf service accessible system - Web,Mobile etcPersonally responsive – text, email etcVisible tracking for the studentAutomated responsive systemAlerting - text, email, tasksVisible tracking with promptsStaged process
  5. 5. UNIT4 Business SoftwareAUTOMATED WORKFLOW PROCESS
  6. 6. UNIT4 Business SoftwareRECORDING THE COMPLAINT
  7. 7. UNIT4 Business SoftwareINSTITUTE LEADERSHIPRecognise the importance of effective complaints management as both atool and a source of information for service improvement.The right of students, alumni or applicants to raise issues of concernabout the services provided by the university.
  8. 8. UNIT4 Business SoftwareINSTITUTE LEADERSHIPAccurate, visible, easy to use dataKPI’s, Performance management, Outcome based objectivesIntegrated data
  9. 9. UNIT4 Business SoftwareNATIONAL COLLABORATIONSharing data on complaintsSharing process and service improvementsCommon data structureLinked Open dataCommon KPI reporting

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