FROM WHAT MATTERS TO WHO MATTERS- we’re all counting on the data -

Nick Klomp

WHO MATTERS …

Dr Karl Schwab

Founder and Executive Chairman of the World Economic Forum

“together shape a future that works for all by putting people first, empowering them and constantly reminding ourselves that all of these new technologies are first and foremost tools made by people for people.”

Horizon Report (2015 and 2016)

VISIONS FOR AUSTRALIAN TERTIARY EDUCATION

“Changing patterns of student participation and expectations, shifts in student demographics and rapid technological changes are prominent factors in new,more flexible study options and improved forms of recognition of the specific skills that students have acquired.” (2017, p2)

Melbourne Centre for the Study of Higher Education

2017

PricewaterhouseCoopers (PwC)

2016

“While change will be required of all universities, we

believe the impact and application of this change at an

institution level will be anything but uniform. There is no

‘one size fits all’ answer. Our expectation is that each

university will have a unique response to these external

drivers of change as they seek to differentiate their value

proposition in what will become an increasingly diverse

market.” (2016, p41)

AUSTRALIAN HIGHER EDUCATION WORKFORCE OF THE FUTURE

UC Strategic Plan for 2018-2022

Strategic intent 3 - Excellence and innovation through integratedteaching, research and entrepreneurship

Action 4. “Use real-time data to provide feedback to staff to support excellence in student centred teaching, and adopt an evidence-based approach to drive a

culture of continual improvement in teaching performance”

LMS (CANVAS)INTERFACE

CRMCHATBOTS

DIGITAL STUDENT JOURNEY

InterFace continually offers users with the ability to self-manage their quality and experience in teaching and learning

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InterFaceX

The executive dashboard provides collated information to faculty executives at differing levels above the unit level by course, discipline and faculty.

The dashboard also:• provides over-view information on how a faculty is

tracking in relation to student retention, faculty demographics, satisfaction and engagement.

• provides an interactive tool allowing the user to click on a particular area of interest and be taken to that specific category or student comment/unit etc.

• allows staff to search by unit, staff member, course or discipline.

InterFace for Unit Conveners

The unit conveners’ dashboard assists unit conveners and their teaching staff to better understand the profile, performance and perceptions of students in their units.

The dashboard also:• provides cohort information used to contextualise

student progress, engagement and satisfaction.• offers unit conveners an opportunity to identify

students’ success factors, monitor study habits and be responsive to their feedback.

• provides 'nudges' which unit conveners can use to improve the student experience.

• makes available anonymised feedback data about students' levels of comfort and understanding of activities and learning experiences.

InterFace for Students

The student dashboard provides students with visually presented real-time information about their progress towards completing their course and their progress and engagement with each unit in which they are enrolled.

The dashboard also:• allow students to compare their behaviours and

results in the same unit.• provides 'nudges' to individual students which can be

used by the student to help them achieve study goals.• provides the methods of receiving university and unit

feedback from students on their satisfaction with their enrolled units throughout the teaching period.

InterFace provides UC staff and students with real-time information about their courses and units, whilst offering a capability to provide timely feedback and interventions.

for Unit Conveners for Students

1940

872

3744

1391

0

1500

3000

4500

6000

Votes Comments

Votes (overall)

Up

Down

Interface Student Feedback

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the holiday period.

Student Usage Data

Staff Usage Data

(CR

ICO

S) #

002

12K

Output Outcomes Benefits

Interface Benefits - Students

(CR

ICO

S) #

002

12K

Output Outcomes Benefits

Interface Benefits - Staff

Interface DemonstrationStudent Response to InterFace: "I just wanted to say that I find InterFace to be a great idea. I really appreciate being able to give feedback on my units on a weekly basis as I think it will allow lecturers to review each week of their unit. I also really appreciate being able to see my progression in each unit and my progression in my degree as a whole. The only improvement I might suggest is making the colours a bit more vivid and maybe including our progress in previous units too so we can look back on them.“

Interface Student Feedback

Staff view -

Fee

db

ack Rate

s

Interface Student Feedback

(CR

ICO

S) #

002

12K

Interface – Executive level

CUSTOMER RELATIONSHIP MANAGEMENTProject

WHAT IS THE CRM PROJECT?The Customer Relationship Management (CRM) project, based within

ITM, uses technology innovatively and effectively to:

1. Ensure students have a seamless experience when dealing with the

University.

2. Ensure student support teams can leverage a common

communication record where interactions are transferred between

areas so the right person can give the right answers.

3. Automating repetitive communications-centred process so staff

have more time available to support students.

Each of the InterFace dashboards add value throughout UC’s teaching and learning processes and can be further enhanced through CRM technologies

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“Customer relationship management (CRM) is a business strategy that optimises revenue and profitability while promoting customer satisfaction and loyalty. CRM technologies enable strategy, and identify and manage customer relationships, in person or virtually. CRM software provides functionality to companies in four segments: sales, marketing, customer service and digital commerce.”

– Gartner 2018

For this reason, UC has invested and is currently implementing Microsoft Dynamics CRM

(Dynamics CRM)

Holistic contact view

Marketing automation

Case management

Business process automation

CRM technologies provide features that are important to UC. For example:

Better understand how students and organisations interact with UC.

Find and attract more students.

Automate inefficient processes and replace manual effort.

Retain students and grow UC.

Service level agreements monitoring

1

2

3

4

individual, manual workflows > now automated

197current

Variation to Course

Requirements

13

180PLUS another 426,052 via bulk

marketing (that’s over a million all up!)

STRENGTH IN NUMBERS

603,485emails sent

new SMART 270,000

cases created

web formscreated

Enrolment

amendment Deferred Examination

Application

Internal and External

Credit Applications

Amendment to Unit

ResultsReasonable

Adjustment Plan for

Inclusion Students

Cross-Institutional

Credit Application

International Agent

Management

Annual Progress Report

Outbound Exchange

Application

Unit Rule

Waiver

Recognition of

Prior Learning

users

TIMELINE

OCT 2016CRM implemented and key

teams transitioned.

FEB 2017Re-launch of Online Student

Self-Service with new branding

and improved student smart

forms.

OCT 2017 – MAR 2018Implemented the replacement

of Future Student Management

functions with an in-house

capability.

MAR 2018 – NOV 2018Significant number of new

teams and faculties onboarded,

which included data migration,

replacement of legacy systems

and automation of student

support processes.

2019The focus for 2019 will be

finalising the onboarding of

teams and replacement of

remaining legacy systems.

DIGITAL STUDENT JOURNEYProject

THE STUDENT JOURNEY

PRINCIPLES

How does this enable me (the student) to be

successful today?

What is sector leading about this feature?

How do we create a

seamless digital experience?

OUTCOMES

Sector leading

Strategic digital

transformation

Growth in prospective

student volumes

Increased student

retention rates

Social and academic

collaboration

INTEGRATED EXPERIENCE

Digital Student Journey Platform

UC Core Systems

Middleware

Fully personalised

• Urgent actions

• My to-do list

• Personal calendar

• Messaging

• Favourite links

• Integrated LMS, etc

DATA CAN HELP IMPROVE HIGHER

What we don’t do well, or at least not well enough, is connect the data to the human-side of actual learning and teaching. We need to recognize that good teaching is as much an art that requires human connection between faculty and students. All the data in the world will not move education forward unless it is paired with superior teaching, qualified teachers, and environment that is conducive to learning. (2018, p2)

Richard A. Greenwald

2018

EDUCATION, BUT IT’S NO CURE-ALL

• Fully integrated systems – seamless student experience• Automated, personalized queries answered via chatbots• Personalised student experience and support• Better student learning? Learning partnerships• Adaptive learning?