Creating Education and Student Support – Local Delivery of Education Services

Last stage: Gate 3, Full Business Case
Current status: Gate 4, Implementation

Strategic vision:

The vision of the Local Delivery of Education Services is:

Our academics and students will have an excellent educational experience through the provision of responsive, reliable and easily accessible administration. Our consistenly excellent service will be reflected in strong NSS scores.
Our services will be positioned where our key stakeholders can access them most effectively.
We will work in a joined up and flexible way across all service areas to ensure that our services are always available within agreed operating hours and capable of meeting anticpated peaks of demand.
We will work together to seek to continually evolve the service so that we work as effectively as possible and ensure we continue to delight our academics and students.
We will provide staff with opportunities across the service and we will actively seek to develop our talent and ensure that we have strong succession plans within the service so that our staff are invested in and grow.

The key benefits of implementing the hubs are to improve the student experience by:

Creating facilities with a community feel and alleviating the congestion in the Forum.
Increasing the level of student awareness and engagement with specialist services such as wellbeing and employability.
Improve the academic experience by providing a relaxed environment in which to meet students and colleagues socially.
Increase the resillience and consistency of service delivery wihtin the course administration teams.
Create an organisation structure which supports the release of efficiency savings through end to end process redesign in order to contribute to ESE target savings of £1.67m by August 2018.

Established 5 hubs and with consistent branding and service offer:

Refurbished the Information Point at St Lukes, developed a 26 seat social/study space at Washington Singer and a 55 seat social/study space at Harrison.
Developed common processes for 11 core services and are in the process of implementing the changes to align current working practices to those processes.
Developed a new organisational structure and preparing to consult Local Delivery staff on it.
Building work continues on the large Peter Chalk Hub which includes a 105 seat study space; in addition to developing plans for the Amory Hub build.

Sponsor: Ian Blenkharn, Director of Education Student Experience
Programme Manager: Gill Preston | x5391
Project Manager: Jackie Shrimpton | x2975