1. UNIT4 Business Software
IS THERE A CASE FOR A NATIONAL
IT SYSTEM TO SUPPORT STUDENT
COMPLAINTS ?
Caroline Drew
Education Product Manager

2. UNIT4 Business Software
AGENDA
Complaint Handling
Institution Level Reporting of Complaints
National Level Reporting of Complaints

3. UNIT4 Business Software
STUDENT – INSTITUTE - LOCAL CASE MANAGEMENT
Paper based, complex, slow, costly, prone to errors, inaccurate data
No visibility of complaint stages
Accessible to all
Fast, efficient, easy, effective
Clear and simple
Responsive, visible

4. UNIT4 Business Software
STUDENT – INSTITUTE - LOCAL CASE MANAGEMENT
Self service accessible system - Web,
Mobile etc
Personally responsive – text, email etc
Visible tracking for the student
Automated responsive system
Alerting - text, email, tasks
Visible tracking with prompts
Staged process

5. UNIT4 Business Software
AUTOMATED WORKFLOW PROCESS

6. UNIT4 Business Software
RECORDING THE COMPLAINT

7. UNIT4 Business Software
INSTITUTE LEADERSHIP
Recognise the importance of effective complaints management as both a
tool and a source of information for service improvement.
The right of students, alumni or applicants to raise issues of concern
about the services provided by the university.

8. UNIT4 Business Software
INSTITUTE LEADERSHIP
Accurate, visible, easy to use data
KPI’s, Performance management, Outcome based objectives
Integrated data

9. UNIT4 Business Software
NATIONAL COLLABORATION
Sharing data on complaints
Sharing process and service improvements
Common data structure
Linked Open data
Common KPI reporting