1. Mission Impossible? Improving the reputation of service provision in enrolments and student finance at UWS

2. UWS: The Background Large and decentralised physical environment Centralised administration model but not centrally located 3 Colleges/17 Schools model Recent amalgamation (2001)

3. UWS: History Lesson 198920012006 A federated UniversityA unified UniversityStable structure ? 3 member instituteA single administration and 4 divisions 3 divisions and an office of the CFO 56 faculties and Schools 4 colleges and 22 schools 3 colleges and 17 schools 5 campuses7 campuses6 campuses > 400 ug courses, 4000 units 256 ug courses, 3808 units 74 ug courses, 1453 units

5. Campus Size CampusStudent HeadcountSize (HA) Parramatta828524.4 Penrith7970203.5 Bankstown587024.1 Campbelltown4973154.8 Blacktown300126.7 Hawkesbury26231,280 Off-Campus, Offshore and Other2442 TOTAL35164

6. Penrith Parramatta Hawkesbury Campbelltown Bankstown Blacktown Exams and Assessment Admissions E&SF(Local) Student Communications Student Systems HQ International Office E&SF (International) Secretariat Finance Executive Student Centre ITD Research Student HR & Marketing Capital Works Graduation

7. Why Current Structure? Standardization Minimization of duplication of effort Could accommodate industrial issues from Amalgamation

8. Problems? Centralised Model = loss of connection to Academic units Difficulties with communication Hard to get units working collaboratively given geographical constraints Enrolments and Student Finance unit under resourced at amalgamation/Student System implementation

9. Problems Cont. Tough new legislation Conflicting approaches to Student fee management: Need to control the debt BUT be nice to the students

10. So colleagues, do we agree our campaign for taking the hard line is as follows?  5 Final Reminders  5 Final warnings  Last final chance  Very last final ditch effort  We really mean it this time…

11. Perceptions After admission – E & SF looks after Everything else… because… The word enrolled and student make for a good reason

12. Yes, that’s right…we take care of all the too hard baskets pertaining to any student who is enrolled regardless of when, how or where…yes we also bottle and sell fountain of enlightenment water …in fact we are prepared to give it away to anyone who’s interested. Hello…sorry about that…you were saying “it all started when you were 3, tell me all about it…”

13. Reasons for Change Changing landscapes HESA VSU Online Enrolments

14. Reasons for Change Pro-active not reactive Ability to plan ahead

15. Reasons for Change Specific focus on client service Multi-skilling vs specialisation Improved efficiencies – staff / $

16. Constraints The need for optimism Opportunity knocks

17. Constraints Introducing major change to structure Significant change of location Major shift in how people work and the workplace set up

18. Constraints Restrictions in timeframe Conflicting time priorities with HR Domino effect for location move Systematic with recruitment Its all in the timing

19. Selling the benefits Staff ready for change – not more of the same Opportunities Multi skilling not specialists

20. Structures Manager Coordinator International X 3 Student Finance Officers X 2 Enrolments Officers Coordinator Local X 5 Specialist Enrolment staff X 8 Specialist Finance Staff Old Campbelltown Hawkesbury

21. Structures Manager Enrolments Coordinator Enrolments Staff X 4 Client Service Team Leader Client Service Team X 4 Student Finance Coordinator Student Finance Team X 5 Penrith New

22. Selling the benefits –Co-Location Working together (give and take) Share and learn (reciprocal approach) Opportunity to broaden networks & career opportunities

23. Staff response Involvement from the start Enthusiastic for change Travel some concern Structure to settle then co-location Generally well received Career opportunities

24. Recruitment Initial enthusiasm Some stress Major disappointment for some Time and support needed for “moving on” Staff starting to settle into new positions

25. Implementation Identifying tasks of business Matching tasks to teams Getting started – timing Transitional arrangements Ready, set go…

26. Client Service team Major focus Implementation of service plan including New Query Management system Staff query phone number Staff query email address

27. Client Service team - benefits Improved service to staff and students Reliable contact options Minimisation of duplication of student queries Ability to track and follow up / monitor queries Ability to analyse data for future improvements Ability to make a major shift to reputation

28. But wait there’s more… ESFI unit to be restructured and co-located Change proposal for discussion Anticipated new structure and amalgamation will occur at the end of 2006

29. A look into the future…