HEAR – Swansea University perspective Gary Jones April 2012 Academic Registry.
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1 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Academic Registry KPI Report
February 2017
2 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
EXECUTIVE OVERVIEW
Welcome to the February 2017 KPI Report.
The key operational processes covered in February relate to NonEU Full Degree Applications,
Postgraduate Applications, EFT payments to students and first line support for Incidents and Service
Requests.
Three hundred and forty five (345) NonEU Full Degree applications were decided upon and decisions
communicated. Average processing time to first decision was 17 working days.
Four hundred and ninety three (493) postgraduate taught applications were decided upon and
decisions communicated. Average processing time to first decision was 19 working days, which was
within the SLA target. Sixteen (16) postgraduate research applications were processed with an average
processing time of 35 working days.
Four hundred and eighty one (481) EFT payments were made to students with an average processing
time of 4.6 working days.
First line support services were still quite busy in February with 3,808 electronic queries being
processed, down 25% from February 2016. Phone call volumes and walk-ins ran at 1,863 and 2,245
respectively, which were very similar to February 2016. Average walk-in wait time for the month was
1 minute. No trend data is available as wait time reporting only became available in March 2016.
Also in this report we are providing the Student Cases Dashboard, which offers details on the number
of cases closed and average processing time by type (UG & PG). Ninety-four (94) undergradute cases
were closed in February 2017 compared to 67 in February 2016.
We have recently enhanced the KPI reporting format, and from February 2017, we have added trend
data for the majority of KPI’s. Over the past 12 months you will see substantial improvement in the
average processing time for; NonEU Full Degree Applications, PGT and PGR Applications, EFT Payment
Processing and phone call wait times. The Academic Registry is committed to enhancing the student
experience and continuing with this trend.
Thank you again for your continued support.
Leona Coady Director Academic Registry
February 2017
3 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
KPIs measured to date:
Process Area KPI Measure KPI Target Diagrams Applications & Admissions: Non-EU Full Degree Student Admissions
Initial decision processing time – number of working days required to process complete application and send an initial decision.
10 working days Pg.4
Applications & Admissions: Non-EU Visiting Student Admissions
First decision processing time - number of working days required to process a complete application and send a first decision.
14 working days Pg.4
Applications & Admissions: Postgraduate Admissions
First decision processing time - number of working days required to process a complete application and send a first decision.
ROLLING ASSESSMENT: 20 working days (School:10 days; AR: 10 days) BLOCK ASSESSEMENT: 20 working days (School: 10 days after closing date; AR: 10 days) NON-EU: 10 working day from date application received.
Pg.5 Pg.6 Pg.7 Pg.8 Pg.9 Pg.10
Fees & Payments: Electronic Funds Transfer (EFT) payment processing time
Number of days required to process student payment requests from schools.
7 working days Pg.11
Support: AR Support Channel – Electronic
Number of working days to resolve electronic query.
100% of queries resolved in 4 working days
Pg.12
Support: AR Support Channel – Face to Face
Waiting time for queries at the Service Desk.
Average monthly wait time at the service desk 5 mins (extended waiting time in peak season 10 mins)
Pg.13
Support: AR Support Channel – Telephone
Waiting time for calls to the AR Service Desk.
Average monthly wait time, 150 seconds. (extended wait times in peak season 300 seconds)
Pg.14
Continuous Improvement Initiatives
CI Deliverables Implemented in month
N/A Pg.15
Student Case Dashboard Statistics and KPI’s relating to UG and PG Student Cases
N/A Pg.16
4 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Applications & Admissions: NonEU Full Degree Undergraduate Admissions (February 2017) Initial decision processing time – number of working days required to process an application and send an
initial decision.
KPI Target 10 working days Average processing time 17 working days Applications received (November 1st – 28th Feb) 533 No. of firm offers issued 171 No. of conditional offers issued (awaiting final examination results) 81 No. of unsuccessful applications 93 No. of Incomplete applications (Snapshot – 01/03/17) 82 No. of withdrawn applications 21 Additional assessments scheduled (Music/Drama: Snapshot – 01/03/17)
9
No. of higher offers 36 No. of applications awaiting consideration by Academic Registry 40 No. of acceptances - Firm Offers 18 No. of acceptances - Conditional Offers 3
(Excluding Medicine and Dental Science)
Applications & Admissions: NonEU Visiting Undergraduate Admissions (February 2017) First decision processing time - number of working days required to process an application and send a first
decision.
KPI Target 14 working days Average processing time 8 working days Applications Received 31
No. of full offers issued 21
No. of partial offers issued 10
*There were 29 additional applications which had a status of incomplete as these were missing documentation such as transcripts and/or letters of recommendation.
21
10
Fig 1: UG NonEU Visiting Students:
Offers
Full Offer
Partial Offer
0
2
4
6
1 2 3 4 6 7 8 9 10 11 12 13 14 15
Nu
mb
er o
f O
ffer
s P
roce
ssed
Number of days to process
Fig 2: UG NonEU Visiting Students: Average processing time
5 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Applications & Admissions: Postgraduate Admissions (February 2017) [Applications where first decisions were made in February]. First decision processing time - number of
working days required to process an application and send a first decision.
PGT PGR PGV
KPI Target 20 working
days 20 working
days 20 working
days
Average processing time for February 2017 19 35 0 Decisions made and communicated in February All applications outlined here for PGT, PGR and PGV were assessed on a rolling basis
493 16 0
No. of firm offers issued 105 9 0
No. of conditional offers issued – awaiting documents from applicants
245 2 0
No. of unsuccessful decisions issued 143 5 0
Applications escalated to the Dean in February 112 N/A N/A
No. of incomplete applications (Shapshot – 01/03/17) 60 N/A N/A
No. of applications where additional assessment is scheduled (Shapshot – 01/03/17)
112 N/A N/A
▪ Applications Awaiting Recommendation by Faculty/School Group
877 – (as of 1st March, 2017)
▪ An additional 4 block assessed applications (4 PGT) were assessed in February, but have been
excluded from the processing average and offer breakdown.
Note: The proposed Partnership Agreement sets a target for Schools to process PG applications within
10 working days, and Academic Registry to complete the process within 10 working days thereafter.
Note 1: Red line on chart indicates KPI threshold
12
4032 32 28
1117
32
14 15
28
1124
17 208
25 2127
173
313 14 15
820
13 1627
36
5
74
20
3 7
29
8 9
0
20
40
60
80
100
120
140
160
180
200
Nu
mb
er o
f W
ork
ing
Day
s
FIG 3: PGT - No. of Applications and Average Processing Time by Faculty/School Group
Average of No. Networking Days No. of Application
6 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Note 1: Red line on chart indicates KPI threshold
2
6
2
6
11
2
8
1 1 2 1
6
35
11
3
11
47
1
12
3 42 1
42 2 3
55
1012
2 3
0
10
20
30
40
50
60
70N
um
ber
of
Wo
rkin
g D
ays
FIG 4a: PGT - No. of Applications and Average Processing Time by Course [A-H]
Average Processing Time in Working Days No. of Applications
7 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Note 1: Red line on chart indicates KPI threshold
52
9
1 1
10
38
11
17
57
1
7
2
35
2
11
2 2 31 1
3 41 2
9
24 4
2 2 37
4
28
1 1 2 3 3
0
10
20
30
40
50
60
70N
um
ber
of
Wo
rkin
g D
ays
FIG 4b: PGT - No. of Applications and Average Processing Time by Course [I-Z]
Average Processing Time in Working Days No. of Applications
8 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Note 1: Red line on chart indicates KPI threshold
Note 1: Red line on chart indicates KPI threshold
62
124
14 1725
11
40
12 1410
32 30
8
35
11
37
1711
20 22 2127
14 1218
3226
15
5 9
37
28
2
173
1 26
71
73 4
16
2
13
27
135 7
20
83
11 8 92 4
1713 12
6 4 3 3
36
0
20
40
60
80
100
120
140
160
180
200
AN
AT
BU
SI
CLA
S
CLM
B
CM
ED
CO
MP
CSE
E
DR
AM
ECO
N
ECU
M
EEEN
ENG
L
FREN
GEO
G
HIS
Y
IMM
U
ITA
L
LAW
S
LCO
S
MA
TH
MEM
E
NM
ID
PH
AR
PH
IL
PH
YS
PO
LS
PSY
C
PU
HP
RU
SS
SOC
S
STA
T
SUR
G
SWSP
Nu
mb
er o
f W
ork
ing
Day
sFIG 5: PGT - No. of Applications and Average Processing Time by Discipline
Average of No. Networking Days No. of Applications
48
6
58
1915
38
3
27
5754
51 1
31 1 1 1 1 1
0
10
20
30
40
50
60
70
AHS-EN AHS-LW AHS-RE AHS-SP AHS-SW EMS-CS EMS-MA HSC-MD HSC-NM HSC-PH
FIG 6: PGR - No. of Applications and Average Processing Time by Faculty/School Group
Average Processing Time in Working Days No. of Applications
9 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Comparitive Trend Data – Applications and Admissions:
21
3132
30
12
0 0 0
7
14
17 17
0
5
10
15
20
25
30
35
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Ave
rage
Wo
rkin
g D
ays
UG NonEU Full Degree: Comparative Average Processing Time (by month)
1213
22
19
0
1617
19
28
1413
8
0
5
10
15
20
25
30
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Ave
rage
Pro
cess
ing
Tim
e
UG NonEU Visiting: Comparative Average Processing Time (by month)
10 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
27
32
68
38
45
55
7
11
18 19
0
10
20
30
40
50
60
Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Ave
rage
Pro
cess
ing
Tim
e
PGT: Comparative Average Processing Time (by month)
54
28
13
2
52
27
19 19 19
30
35
0
10
20
30
40
50
60
Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Ave
rage
Pro
cess
ing
Tim
e
PGR: Comparative Average Processing Time (by month)
11 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Fees & Payments: No. of days required to process student payment requests.
No. of working days required to fully process requests for EFT (Electronic Fund Transfer) payments
KPI Target 7 working days Average processing time for payment requests received in February 4.6 Working Days No. of Payment Requests in February 2017 481 Payments unpaid This is due to students not providing bank details which is delaying payment and causes additional processing effort for the AR Fees & Payments Team.
15
Note 1: Red line on chart indicates KPI threshold
431
1
44
4 10
50
100
150
200
250
300
350
400
450
500
4 5 9 14 22
Nu
mb
er o
f P
aym
ents
Working Days
Fig 8: EFT Payments - Average Processing Time
10
16.5
4.75.5
4.27
7.41
56
5
7
4.6
0
2
4
6
8
10
12
14
16
18
Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Ave
rage
Pro
cess
ing
Tim
e
EFT: Comparative Average Processing Time (by month)
7
12 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Support: AR Support Channel – Electronic
Number of days to resolve enquiries logged to the enquiry management system. [ESD – Electronic Service Desk] (February)
43% 45%
12%0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% less than 2 days % 2 to 4 days % more than 4 days
% o
f ti
cket
s
Fig.9: - Number of days to resolve enquiries
97% 98% 98% 96%90%
93%
59%
91% 91% 92%95%
87%
0%
20%
40%
60%
80%
100%
120%
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
% T
icke
ts R
eso
lved
wit
hin
SLA
Comparative % Electroinc Enquiries Resolved within SLA (by month)
KPI Target 100% of enquiries resolved in 4 working days Actual enquiries resolution time for February
Enquiries resolved in less than 2 working days 43% Enquiries resolved in 2 to 4 working days
45%
Enquiries resolved in more than 4 working days 12% Total number of enquiries closed 3,808
13 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Support: AR Support Channel - Face to Face
Waiting time for queries at the Academic Registry Service Desk (February)
Note 1: Red line on chart indicates KPI threshold
Red line on chart indicates KPI threshold (non peak – 5 minutes /peak – 10 minutes)
20%
65%
15% 0%
0 minutes 1 minute 2 minutes 5 minutes
Fig 10: - Average Service Desk Waiting Time
1 1 1 1
2 2
8
4
2
1
2
1
0
1
2
3
4
5
6
7
8
9
10
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Min
ute
s
Comparative Average Face-To-Face Wait Time (by month)
KPI Target Daily Average Waiting Time
5 minutes
Actual Average Waiting Time 1 minute
Total number of face to face enquiries during month
2,245
Enquirers see within 0 minutes 20% 1 minute 65% 2 minutes 15%
14 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Support: AR Support Channel – Telephone Calls Phone call waiting time: (February)
Red line on chart indicates KPI threshold Note: 07/02/17 – Staff shortages. Focus on reducing ESD tickets.
0
50
100
150
200
250
300
350
400
450
Seco
nd
s
Fig 10: - Average Call Waiting Time
Student Staff Assessment Progression Case
KPI Target Daily Average Waiting Time
150 seconds
Actual Average Waiting Time Students 74 seconds Staff 69 seconds
Assessment 12 seconds Student Cases 9 seconds
Overall 33 seconds Total number of calls handled in month 1,863
15 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Red line on chart indicates KPI threshold (non peak – 150 seconds/peak – 300 seconds)
Continuous Improvement Initiatives
KPI Target N/A
Actual in February CI Deliverables Implemented in February
121
103
79
119
90
193
234
111 117101
81 77
0
50
100
150
200
250
300
Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Seco
nd
s
Comparative Average Phone Call Wait Time (by month)
PROJECT OBJECTIVE BENEFIT STAKEHOLDERS
Reminder to nominated referee to submit references for Applicant.
• To introduce a process for reminding referees to submit outstanding references for applicants.
• Enable applicant to update / change referee details on-line.
Make the process more efficient, and user friendly. Will improve application processing turnaround times.
Schools, Academic Registry, Applicants, Referees.
Revision of PGT Admissions & Application User Guide for Assessors
• Update Userguide to • Review content • Include recent enhancements to
the business process. •
Improve usefulness and provide greater clarity to the business process. Informs users how to use new processes allowing greater visibility and tracking of the status of applications.
Schools, Academic Registry, Applicants.
Implement Council policy to escalate to the Dean of Graduate Studies nonEU PGT applications outside 10 day KPI.
Design a new business process supporting Council policy
Improve turnaround times of nonEU PGT applications. Supports GR Strategy
Applicants, Schools, Deano f Graduate Studies, Global Relations, Academic Registry.
16 | P a g e Academic Registry KPI Report: February_FINAL [Internal TCD Circulation Only]
Case Mgt. Dashboard February 2017 - v01.1bPrepared by Records and Case Mgt. Lead
Day Range --> 0-30 31-60 61-9091-
120121+ Total Exams - Accommodations 2 3
Under Graduate 19 9 3 1 1 33 Exams - Deferra ls 9 8
Post Graduate 14 2 - - - 16 Fees - Medica l Repeat 8 47
Total 33 11 3 1 1 49 Not Defined 13 9
Off Books - Assessment (OBA) 5 18
Off Books - In Good Standing 20 7
Progress ion - Mark Change 4 14
Progress ion - Repeat Year 1 10
Withdrawal 29 8
Withdrawal - Ordinary BA 3 2
Other 1 12
Research - Course Transfer (Master to Ph.D) 1 62
Research - Extens ion to Submit 5 9
Research - Off books 6 7
Research - Readmiss ion 4 19
5. PG Open Cases by Type 28/02/2017 Taught - Off Books 10 10
Taught - Readmiss ion 3 11
Withdrawal 6 4
3. Stage of Completion - PG Open Cases
Sep
t
Oct
.
N o
v.
D ec
.
Jan
.
F eb
.
M ar
.
A pr
.
M a
y.
Jun
eJuly
A ug
.T o tal
UG logged 15/16 302 214 3 150 158 169 116 170 382 346 147 214 2,371
UG logged 16/17 324 190 141 80 129 67 - - - - - - 931
UG Closed 15/16 101 96 160 62 145 346 181 318 190 1,599
UG Closed 16/17 296 163 170 96 123 94 942
Sep
t
Oct
.
N o
v.
D ec
.
Jan
.
F eb
.
M ar
.
A pr
.
M a
y.
Jun
eJuly
A ug
.T o tal
PG Logged 15/16 - - - - - - 97 25 37 2 16 68 245
PG Logged 16/17 38 72 20 24 55 30 - - - - - - 239
PG Closed15/16 - - - - - - 88 26 13 12 25 62 226
PG Closed 16/17 31 102 35 29 45 36 - - - - - - 278
UG and PG Case Mgt. (28/2/17)
1. Length of Time Case Open (UG and PG)
2. Stage of Completion - UG Open Cases
4. UG Open Cases by Type - 28/2/2017
9. PG Cases Closed February (No. & Avg.
10. Average Time to Close (Routine/Non-R.)
7.PG Cases Logged & Closed each Month (Year-on-Year Comparison)
8. UG Cases Closed February (No. & Avg.
6. UG Cases Logged & Closed (Year-on-Year Comparison)
5
8
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