1. Change is the new black… The JCU Student Centre – what was, what is and what comes next! Jodie Midson Manager, Student Enquiries Manager, Student Centre, Cairns

2. Introduction Why the “new black”?

3. Timeline of change – 2009 - 2012 2009 - Implementation of shared services model 2010 - Relocation of enquiries and faculty enrolments teams to a “hub” setting (Cairns) 2011 - Change to management roles in Student Centre - Consolidation of “hub” pilot program Cairns campus 2012 - Implementation of Avaya phones university wide and the AACC contact centre management system in the call centre - Integration of James Cook International enquiries function (Cairns)

4. 2013 – Cashless Service 6 month communication plan Buy in and support from International team Success!

5. 2013 – Implementation of CRM Benefits: Automated data collection Automated reporting Automated (email) enquiries workflow Standard text response templates Centralised source of information – Ask Us Increased Quality Assurance on enquiry responses Full enquiry record for all students

6. 2013 – Structural change  Implementation of new management and operational structure for the student enquiries team Success! 1 manager 1 enquiries team 1 call centre 1 email channel Consistent processes 2 managers 2 enquiries teams 2 call centres Multiple email channels Location based process

7. 2013 – New Student Centre Townsville Life Unit Student Centre Enquiries Faculty MHMS Faculty AESS JCI Comms and Retention Student Life Faculty SE Faculty LBCA

8. New Student Centre – How it works? Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre Current Students University Community (Staff) University Community (Staff) Prospective Students General Public International Students

9. New Student Centre – How it works? Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre Faculty Enrolment Teams Second Tier Service Appointments Drop in’s On the spot advice International Support Second Tier Service Appointments Drop in’s On the spot advice

10. New Student Centre – How it works? Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre Referral for: Equity and Engagement Info Help Student Association Teaching Learning and Development

11. New Student Centre – How it works? Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre Inbound enquiries and transactions from internal and external customers. Outbound referrals to expert services. Faculty teams International Support

12. 2013 – New service model Out from behind the counter, side by side service Less transactional more personal service Strong focus on empowering students to self service Less referral – KPI >85% first point of contact resolution Concierge and enrolment help functions during peak periods – employing students to service students Arrangement of appointments for specialist consultations

13. Service Statistics 106 606 enquiries have been managed through CRM in 12 months (May 1 2013 – May 1 2014) Highest volume in January with 15 452 enquiries managed using CRM An additional 5134 enquiries were managed during the 3 week peak period by the concierge and enrolment help teams (no CRM access) First contact resolution rate is currently sitting at 92%

14. The old building…

16. The new building…

17. The old entrances…

18. The new entrance…

19. The old service point…

20. The new service model….

23. 2014 – What’s next?  Consolidation of processes and protocols in the student centre  Introduction of electronic record management using TRIM  New ID card system and processes  Organisational restructure!

25. Questions…