“Are we truly Student-Centred?”
2013 ATEM Student Service Centres Conference
2nd to 3rd May 2013 Canberra, ACT
Association for Tertiary Education Management Contents
Welcome Message ...... 1
About ATEM ...... 2
Keynote Speakers ...... 3
Talking Heads/Q&A Panel Discussion ...... 5
About the Panel Members ...... 6
Student Perspective Panel ...... 8
SSC Conference Agenda ...... 9
Concurrent Sessions ...... 12
Conference Paper Abstracts ...... 13
Conference Sponsors ...... 20
Hyatt Hotel Floor Plan ...... 24
ATEM Contacts ...... 25
Welcome Message
Dear Delegates,
I would like to welcome you to Canberra and to the 8th annual Student Service Centres Conference.
The theme for the 2013 Conference is ‘Are we truly Student-Centred?’ This back-to-basics customer service discussion point will encourage delegates to discuss best practice, physical and e/virtual service delivery, innovation and what the future holds. It will also include our customers - STUDENTS - and what they expect from us. This conference will focus on whether their needs are truly being met by the Centres that are there to support them now, and into the future.
The university will be fundamentally organised around student-centred principles. Students will want education a la carte: education when they want it, how they want it, where they want it.
Professor Stephen Parker, Vice-Chancellor, University of Canberra
As we look to an ever-changing future in the tertiary sector, do we hold to what we know or do we re-develop the principles of Customer Service and become more performance driven? Where are the significant touch points in the student lifecycle and how do we engage with students at these points to enhance their student experience?
Over the next two days, I would encourage you to take every opportunity to meet with colleagues both old and new to share your experiences and expertise. Our key-note speakers, panellists and delegate-led presentations will provide you with a broad range of stimulating and interesting topics and discussions which will focus on the strategic concept and delivery of the student experience in an era of change.
I would also like to acknowledge and thank our sponsors who are represented at the conference. I would encourage you to visit the Sponsor’s Display area and say hello.
The ATEM Student Service Centres Conference Committee also invites you to join in with the yearlong festivities celebrating the 100 year Anniversary of the Nation’s Capital.
Ms Alex Sabharwal Chair of the 2013 Student Service Centres Conference
Parker, S 2012, ‘Time to trade in well-worn university model’ Parker’s Pen Vice-Chancellor’s Blog, weblog post, 03 October, accessed 30 November 2012,
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About ATEM
ATEM was established in 1976 to provide education and training for members, and to raise the profile of tertiary education administration and management as a professional undertaking. ATEM is the association of first choice for tertiary education managers, recognised for the quality of its programs and resources that support and connect people across the sectors.
Advancing the professionalism of tertiary education management ATEM connects, supports and challenges individuals and institutions to recognise and advance the professionalism of tertiary education management in Australia and New Zealand.
How We Do It ATEM connects people across institutions and disciplines, supports them to develop their management skills and knowledge, and challenges the sector to recognise the professional nature of tertiary education management. We do this by: . Growing careers: growing the careers of professional administrators and managers to enable them to have rewarding careers and contribute beyond their jobs to the broader sector, . Building professionalism: building professionalism for the sector through relevant education and training, and recognising outstanding achievements in the sector, . Hot topics: providing opportunities to explore and discuss the implications of today's government policy and other changes in the sector, . Connecting people and groups: connecting people and groups across the sector to promote sharing of programs, knowledge and practice, and . Understanding the sector: providing programs and resources for individuals and groups to better understand the tertiary education sector.
Our Values Integrity – to underpin everything we do Openness – to characterise our operations and communications Life Long Learning – to build knowledge and adaptability Innovative Thinking – to be agile and ready for change Collaboration – to strengthen ATEM and our partners
Our Stakeholders Our key stakeholders are our members, tertiary education institutions, and the sector. We provide a range of professional education and training programs, career development and other resources and services that are available to anyone with an interest in tertiary education management. We work collaboratively across the sector, with governments, other professional associations and with institutions in pursuit of our aims. ATEM’s remit crosses functional, specialist and professional boundaries and, as the only professional association dedicated to the tertiary education management sectors in Australia and New Zealand, we are in a unique position to connect individuals and groups who might not otherwise interact with each other, and to bring together like minds to strengthen the sector. ATEM membership brings with it an additional set of benefits and expectations, and requires a commitment on by individuals to further develop their knowledge, skills and careers in tertiary education management in a structured and focused way. Our members are professionals, and we support them to challenge themselves to develop their professionalism, both in their approach to their work, and in their conduct in the workplace. Our expectations of our members are high, and we regard them as current and future leaders in tertiary education management.
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Keynote Speakers
2012 The Oracle|RightNow Award for Excellence in Student Administration and Customer Service Winner’s presentation Elizabeth Capp Director Student Services University of Melbourne
Elizabeth Capp is the Director, Student Services at The University of Melbourne. She has had an extensive career in University management and administration, spanning four faculties and a range of central roles at Melbourne as well as roles at Monash University, Melbourne Water and the National Trust. A graduate of Melbourne and Swinburne universities, Elizabeth has completed studies in Arts, Commerce and Management.
At Melbourne she has held various positions in student services, academic programs, faculty management and human resources, and in many of these has been actively involved in leading and managing organisational change. Her current position has responsibility for a range of central student support and wellbeing services, including the University’s Contact Centre, and a leadership role in coordinating the work of multiple student centres across faculties and graduate schools.
Elizabeth Capp, Director Student Services University of Melbourne, will provide us with insight into the lessons learned in pursuing a service commitment agenda.
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Keynote Speakers
Professor Nick Klomp Deputy Vice-Chancellor (Education) University of Canberra
Professor Nick Klomp is the Deputy Vice-Chancellor (Education) at the University of Canberra, responsible for academic policy, teaching and learning quality and enhancement, and student support and equity.
Professor Klomp has a Bachelor of Applied Science degree from Curtin University, First Class Honours from Murdoch University and a PhD in ecology from Glasgow University.
Prior to his appointment as Deputy Vice-Chancellor, Professor Klomp was the Dean of the Faculty of Science at Charles Sturt University, leading one of the largest and most diverse science faculties in Australasia with around 9000 students and hundreds of staff in seven schools across six campuses, and with disciplines ranging from Veterinary Science to Dentistry, Nursing to Environmental Science, Forensic Biotechnology to Wine Science, Agriculture to Allied Health and much more. Under his leadership the Faculty enjoyed enormous growth in its research and teaching programs, underpinned by multi-million dollar grants and many new collaborations with government, industry and education providers.
Professor Klomp has won the Vice-Chancellor's Award for Teaching Excellence, was a weekly Science Correspondent for ABC radio for more than eleven years, and has thrice been nominated for the Eureka Prize for the Promotion of Science.
In addition to his extensive teaching career, Professor Klomp is recognised internationally for his research in applied ecology and environmental science, having authored two books and 57 refereed publications, successfully supervised more than a dozen doctoral students, and attracted several large nationally-competitive grants.
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Keynote Speakers
Emmanuel Alfieris Head of Government Banking Commonwealth Bank
Emmanuel Alfieris is the Head of Commonwealth Bank’s Government Banking Group. This market leading group delivers advice and banking services for State, Federal and Local Governments. The Group has extensive experience and is ranked as the leading relationship bank to Government with the 2011 Peter Lee Survey noting that 81% of Government entities had a banking relationship with the Commonwealth Bank.
His long career in Institutional Banking spans leadership roles in International Trade, Financial Institutions, Large Corporates, Transactional Banking, eCommerce, Corporate Advisory and Financial Markets. Emmanuel is also a Director of the Eastern Suburbs Football Association. He holds a Master’s of Applied Finance, a Double Major in Finance and International Marketing and is a Certified Finance and Treasury Professional (CFTP).
Talking Heads/Q&A Panel Discussion
#Education Explosion #Digital Disruption #Globalisation #On-line #For-Profit Institutions
What does the future hold for higher education in today’s uncertain environment? Changed funding models, the elimination of restrictions from demand and different expectations of learning, combined with new technologies which enable mass participation of a new generation of students in higher education challenges the current paradigm.
This special panel brings some of the sectors leading academics, practitioners and opinion leaders together for an engaging forum to discuss:
What is the future of tertiary education? What might education look like in 2050?
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About the Panel Members
Professor Stephen Parker, Vice-Chancellor, University of Canberra
Professor Stephen Parker is the Vice-Chancellor and President of the University of Canberra, a position he took up on 1 March 2007. He was previously the Senior Deputy Vice-Chancellor at Monash University in Melbourne.
Prior to taking up senior management positions Professor Parker was a legal academic. He has lectured at University College Cardiff, the Australian National University, Griffith University and Monash University. He was Dean of Law at Monash from 1999 to 2003. Professor Parker is a member of the board of ANZSOG (Australia and New Zealand School of Government) and the Australian Qualifications Framework Council.
Professor Parker moved to Australia from the UK in 1988, having mixed lecturing and legal practice over the previous decade. He graduated with honours in Law from the University of Newcastle upon Tyne and a Doctorate of Philosophy from the University of Wales. He is admitted to legal practice in England and Wales, the ACT and Queensland.
Professor Parker has published books, monographs and articles on the court system, legal ethics, family law and children's rights. He is also the co-author of a textbook called Law in Context, which is designed to introduce law students to the way that other disciplines view law.
He has held various major research grants in relation to projects on lawyers’ tactics, lawyers’ values, discretionary rules, family law, judicial independence and reform of civil procedure. In 2012 he was elected a Fellow of the Australian Academy of Law.
Professor Marnie Hughes-Warrington, BEd(Hons) Tas, DPhil Oxon, Deputy Vice- Chancellor (Academic), Australian National University
Marnie Hughes-Warrington is Deputy Vice-Chancellor (Academic) at the Australian National University. In that role, she is responsible for enhancing the University’s national and global leadership in the provision of research-led education, and strengthening regional, national and international connections in curriculum, education commercialisation, philanthropy and educational research. Her work takes her across many domains, from innovative double degree design and education business improvement, to ANU participation in the online consortium edX and the $50 million Tuckwell gift for student scholarships.
Professor Hughes-Warrington is an active researcher. She has published six books and been in awarded $18 million in grants. Her writing and teaching has taken her from the study of Hegel’s theories, to historical films and through to hate histories. These topics are all drawn together by her interest in what history is, why people make histories, and why some people hurt one another in the name of history. She also brings great experience to creating and renewing curricula, which encourages students to see themselves as agents of global change.
Professor Hughes-Warrington has been the recipient of a number of fellowships, prizes, awards and honours, including a Rhodes Scholarship (1992), the Prime Minister’s Award for University Teacher of the Year (2008), an ALTC Teaching Excellence Award for Arts and the Humanities (2008), a Visiting Professorial fellowship in Global History at Leipzig University (2008), Friend of the Ako Aotearoa Academy of Teaching Excellence (2010) and the University of Tasmania Foundation Graduate Award (2013).
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About the Panel Members
Lucy Schulz, Executive Director, Regulation and Review – TEQSA
Lucy Schulz commenced with TEQSA in mid June 2012 as Executive Director: Regulation and Review. She has worked in the higher education sector for a number of years in a range of administrative and academic roles. Prior to commencing with TEQSA Lucy was Director: Service Improvement at the University of South Australia, leading a corporate project to develop a new service delivery model for the University's administrative activities.
From mid 2002 - 2009 she was Director: Student and Academic Services and Academic Registrar, and was responsible for academic policy, program accreditation and review, and all aspects of student and academic administration. Prior to this role she was the University of SA Quality and Change Manager.
Successful projects include: development of the University's quality management framework; implementation of the University’s risk management framework; coordination of a University wide project to establish Campus Central, a one stop shop for campus and student administration for students, staff and members of the public; change management for the student information system; and a range of internal and external reviews.
Lucy has a number of qualifications including in Communication Studies, Legal Studies, Education, and Management Research. She has also completed the Company Directors diploma and is a Fellow of the Association for Tertiary Education Management (ATEM). She has also been an active member of a number of state, national and international forums particularly in the areas of quality management, student services, legislative reforms, and academic administration.
Professor Jennelle Kyd, Deputy Vice-Chancellor and Provost, Swinburne University of Technology
Prof Kyd is the Senior Deputy Vice-Chancellor and Provost at Swinburne University of Technology providing the academic leadership of the Faculties and Higher Education units. She has overall responsibility for the Higher Education academic programs of the University, including their continuous improvement and quality assurance. Professor Kyd was previously the Deputy Vice-Chancellor (Academic and Research) at Central Queensland University, where she provided leadership to the renewal of the academic and research areas of the University.
Prof Kyd’s career includes appointments at the University of Canberra that included Head of the National Centre for Forensic Studies. She has held Editorial roles on international scientific journals and Directorships on several Boards.
Professor Kyd is internationally recognized for her respiratory infectious disease and vaccine research.
Michelle Grattan AO, Political Editor, The Age newspaper and Professorial Fellow, University of Canberra
Michelle Grattan AO is one of Australia's most respected and awarded political journalists. She has been a member of the Canberra parliamentary press gallery for more than 40 years, during which time she has covered all the most significant stories in Australian politics. A former editor of The Canberra Times, Michelle Grattan was also the first female editor of an Australian daily newspaper. She has been with the Australian Financial Review, The Sydney Morning Herald and Political Editor of The Age since 2004.
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About the Panel Members
She is the author, co-author and editor of several books and was made an Officer of the Order of Australia (AO) in 2004 for her long and distinguished service to Australian journalism.
Facilitator - Associate Professor Janet Smith Director, Professional Learning and Short Courses at the University of Canberra
Janet Smith is an Associate Professor in the Faculty of Education, Science, Technology and Mathematics at the University of Canberra. Janet’s research has focused on the formation, identity, attrition and renewal of teachers and educational leaders, and their social and emotional literacies. Prior to becoming an academic, Janet was a high school teacher, school leader and trained careers counsellor.
Janet's recent projects include writing the Social and Emotional Learning Capability for Australian National Curriculum; the design and development of a DEEWR-funded national professional education package on leadership and change in schools for the Australian Academy of Science at ANU; the design and delivery of retreats for leaders, principals, assistant principals, teachers and school assistants for the Rockhampton, Perth, Wollongong and Sydney Catholic Education Offices; and the design and development of a DEEWR- funded national professional development project on dialogue between parents and teachers. This project was undertaken on behalf of the Family-School Community Partnerships Bureau and involved facilitating workshops.
Student Perspective Panel
The strategic plans of tertiary Institutions today focus on the ‘student experience’; what does this mean for students? A panel comprised of students from a variety of backgrounds, including indigenous, refugee, first in family, international and regional will share their backgrounds, journeys and experiences with us.
The facilitator of the session, Associate Professor Michelle Fleming, Dean of Students, and Director, Student Equity and Support Unit, University of Canberra, will attempt to discover what these students are looking for in their education; where education comes in their list of priorities; why they selected their tertiary institutions; how they connect with them and how, when and where they want their institutions to communicate with them.
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SSC Conference Agenda
Wednesday, 1 May 2013 (Pre-Conference)
Time Event Details
CSBA Benchmarking 2.00pm-4.00pm University of Canberra workshop
Student Centre Hub Visit University of Canberra 4.00pm – 5.00pm
5.00pm – 6.00pm Student Centre Hub Visit Australian National University
Pre-Conference Cocktail ANU Commons 6.00pm – 8.00pm Party Lena Karmel Building, Room 1
Thursday, 2 May 2013 (Day One)
Time Event Details
Registrations and 8.00am – 9.00am Arrival Tea and Coffee, Atrium/Gallery Hyatt Hotel Sponsor Stands
9.00am – 9.05am Conference Welcome Committee Chair 2013 ATEM SSCC Opening Federation Ballroom
Aunty Agnes Shea– Representing the Traditional 9.05am - 9.15am Welcome to Country Owners of this meeting Place
ATE Elizabeth Capp – Winner of the Oracle|RightNow 9.15am - 10.00am Keynote Address 1 Award for Excellence in Student Administration and Customer Service, University of Melbourne
SAFFIRE: The jewel in the crown 10.00am - 10.30am Keynote Address 2 DVC(E) Professor Nicholas Klomp University of Canberra
10.30am – 10.35am CBSA Awards presentation Federation Ballroom
10.35am – 11.00am Morning tea by CBSA Customer Service Benchmarking Australia
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SSC Conference Agenda
Thursday, 2 May 2013 (Day One) - continued
Time Event Details
What is the future of tertiary education? What might 11.00am-12.30pm Talking Heads/Q&A Panel education look like in 2050? Discussion
12.30pm – 1.30pm Lunch by Triball Tribal Group
1.30pm – 1.45pm Sponsor Spot - Tribal Federation Ballroom
Paper 1: A holistic first year transition experience (SET for ANU) Australian National University Presenters: Laura-Anne Bull and Paul Preston 1.45pm – 2.30pm Concurrent Session 1 Paper 2: Student Admin Nirvana? A case study in the making Swinburne University of Technology Presenters: Tony Reed and Michelle Gillespie Paper 3: Consolidation of services for students RMIT Presenters: Fiona Ellis, Terrie Healey and Deirdre 2.30pm – 3.15pm Concurrent Session 2 Gillespie
Paper 4: S-D Logic: a theory for service delivery University of Queensland Presenter: Nik Linnell
3.15pm – 3.45pm Afternoon Tea by BSS Business Smart Solutions
Paper 5: A paradigm shift in student experience: Creating inter-connections between student services, curriculum and technologies into a seamless place of learning across the student learning journey 3.45pm – 4.30pm Concurrent Session 3 University of Southern Queensland Presenter: Dr Megan Yih Chyn A. Kek and John Grundy
Paper 6: Providing service to students in their world Customer Service Benchmarking Australia Presenter: Dianne Davies
4.30pm Day One Sessions Close Paul Abela, ATEM Executive Director
7.00pm -10.00pm Conference Dinner and Hyatt Hotel – Federation Ballroom Trivia
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SSC Conference Agenda
Friday, 3 May 2013 (Day Two)
Time Event Details 8.30am – 9.00am Registrations and Arrival Tea and Coffee, Atrium/Gallery Hyatt Hotel Sponsor Stands
9.00am – 9.45am Keynote Address 3 Emmanuel Alfieris, Commonwealth Bank
Paper 7: The Faculty of Arts Student Centre - Student Service Delivery by Design University of Melbourne Presenters: Linda Jackson and Shane Morley 9.45am – 10.30am Concurrent Session 4 Paper 8: From Starting Blocks to Podium: A Truly Student-Centred Advising Approach University of Melbourne Presenters: Holly Davis and Fleur Hickman Morning tea by Oracle 10.30am – 11.00am Oracle RightNow RightNow Paper 9: Student Central at UC - the first year in review University of Canberra Presenter: Scott Nichols 11.00am – 11.45am Concurrent Session 5 Paper 10: Taking the 'distance’ out of distance education Central Queensland University Presenters: Susie Bate and Jan Marrinan
The strategic plans of Tertiary Institutions today
focus on the ‘student experience’; what does that 11.45am – 1.00pm Student Perspective Panel mean for students? A panel comprised of students
from a variety of backgrounds will enlighten and inspire us.
1.00pm – 2.00pm Lunch
Paper 11: What are the Laws to Effective Student Centre Administration? Swinburne University Presenter: Tony Reed 2.00pm – 2.45pm Concurrent Session 6 Paper 12: From barren space to vibrant heart – the development of Hub Central University of Adelaide Presenter: Ian Thomson Paper 13: Growing@CSU Mystery Shopping Program Charles Sturt University Presenters: Hedy Bryant and Catherine Van Veen 2.45m – 3.30pm Concurrent Session 7 Paper 14: Climbing the Mountain of Student Expectations University of Newcastle Presenters: Olivia Hayes and Charlotte Ellis
Wrap-up and 3.30pm-4.00pm Launch 2014 SSC Conference Conference Close
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Concurrent Sessions
2nd May Time Topic Presenter University Room Session 1 Laura-Anne Bull and Australian National 1.45pm - 2.30pm A holistic first year transition experience (SET for ANU) Breakout 1 Paper 1 Paul Preston University Session 1 Tony Reed and Swinburne University 1.45pm - 2.30pm Student Admin Nirvana? A case study in the making Breakout 2 Paper 2 Michelle Gillespie of Technology Fiona Ellis, Terrie Session 2 2.30pm - 3.15pm Consolidation of services for students Healey and Deirdre RMIT University Breakout 1 Paper 3 Gillespie Session 2 University of 2.30pm - 3.15pm S-D Logic: a theory for service delivery Nik Linnell Breakout 2 Paper 4 Queensland A paradigm shift in student experience: Creating inter- Session 3 connections between student services, curriculum and Dr Megan Yih Chyn A. University of Southern 3.45pm - 4.30 pm Breakout 1 Paper 5 technologies into a seamless place of learning across Kek and John Grundy Queensland the student learning journey Customer Service Session 3 3.45pm - 4.30 pm Providing service to students in their world Dianne Davies Benchmarking Breakout 2 Paper 6 Australia
3rd May Time Topic Presenter University Room
Session 4 The Faculty of Arts Student Centre - Student Service Linda Jackson and University of 9.45am - 10.30am Breakout 1 Paper 7 Delivery by Design Shane Morley Melbourne Session 4 From Starting Blocks to Podium: A Truly Student- Holly Davis and Fleur University of 9.45am - 10.30am Breakout 2 Paper 8 Centred Advising Approach Hickman Melbourne Session 5 11.00am - 11.45am Student Central at UC - the first year in review Scott Nichols University of Canberra Breakout 1 Paper 9 Session 5 Susie Bate and Jan Central Queensland 11.00am - 11.45am Taking the 'distance’ out of distance education Breakout 2 Paper 10 Marrinan University Session 6 What are the Laws to Effective Student Centre Swinburne University 2.00pm - 2.45pm Tony Reed Breakout 1 Paper 11 Administration? of Technology Session 6 From barren space to vibrant heart - the development of 2.00pm - 2.45pm Ian Thomson University of Adelaide Breakout 2 Paper 12 Hub Central Session 7 Hedy Bryant and Charles Sturt 2.45pm - 3.30pm Growing@CSU Mystery Shopping Program Breakout 1 Paper 13 Catherine Van Veen University 12 Session 7 Olivia Hayes and University of 2.45pm - 3.30pm Climbing the Mountain of Student Expectations Breakout 2 Paper 14 Charlotte Ellis Newcastle Conference Paper Abstracts
Thursday 2 May 2013: Concurrent Session 1
Paper 1: A holistic first year transition experience (SET for ANU) Laura-Anne Bull and Paul Preston Australian National University
Abstract The Student Experience and Transition (SET) project at ANU is a pilot project launched in September 2012 to develop a holistic first year transition experience for all new students. The first step was to map an effective and timely communication strategy following a 'just in time' approach. This included pre-arrival interaction with the students facilitated through online orientation modules and social media in order to familiarise them with student life at ANU. This was followed by post arrival experience through an integrated Orientation Program assisting students in preparing socially, culturally and academically for university. The impact of the project was evaluated and this paper presents the results and the lessons learnt for mid-year orientation and beyond.
Paper 2: Student Admin Nirvana? A case study in the making Tony Reed and Michelle Gillespie Swinburne University of Technology
Abstract Swinburne University recently commenced a pan-institutional review of support services to bring about transformational change. One key change has been the commencement of the Student Administration Cluster which aims to integrate all related administrative activities from prospectus applicants to graduating students under a single line of accountability. The aim is to provide a balanced level of service efficiency while at the same time providing quality services to students and other clients.
This presentation aims to outline the process leading to these decisions, and the design principles being used to implement the new service model for Swinburne applicants and students
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Conference Paper Abstracts
Thursday 2 May 2013: Concurrent Session 2
Paper 3: Consolidation of services for students Fiona Ellis, Terrie Healey and Deidre Gillespie RMIT University
Abstract Major infrastructure works to transform the student experience at RMIT University are currently being planned. For the first time the University is planning to create a 'heart' for the city campus and consolidate services into one easy to find location. On the city campus, RMIT offices and services are spread over many buildings and many blocks with no real centre or all-weather gathering/common space for students. Creating the vision for this physical transformation has lead to an opportunity for the transformation of service delivery by the 3 main non-academic services for students in the University: Student Administration, Library and Student Services. We don't want to just co-locate or co-habit we want to cooperate, co-create and integrate the experience for RMIT students.
Paper 4: S-D Logic: A theory for service delivery Nik Linnell University of Queensland
Abstract Service-Dominant (S-D) logic is a theory that proposes service is the fundamental basis of exchange between an organisation and the customer. Vargo and Lusch (2004, 2008) put forward 10 fundamental premises that outline a theoretical framework upon which service delivery models can be scaffolded. Universities can create a competitive advantage over other tertiary education providers through the application of S-D logic in either their service centres or as a university wide strategic approach.
This theory has very practical implications for how a university’s service centre can co-create value with students through such areas as online processes, training of student facing staff, closing the survey loop with the student body, and creating a framework for various service provision models.
This presentation will highlight the University of Queensland’s Student Centre application of S-D logic which has led to a number of enhancements to its provision of service with students. Through the process of co-creation of value and an understanding that each interaction is experiential and contextual for the student the University of Queensland’s Student Centre has developed a plan to best employ its staff’s core competencies to solve student’s tertiary education issues as they arise. It is hoped that a number of talking points can be generated through this presentation for student centre’s to take back to their parent universities for further development.
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Conference Paper Abstracts
Thursday 2 May 2013: Concurrent Session 3
Paper 5: A paradigm shift in student experience: Creating inter-connections between student services, curriculum and technologies into a seamless place of learning across the student learning journey Dr Megan Yih Chyn A.Kek and John Grundy University of Southern Queensland
Abstract In 2012, University of Southern Queensland (USQ) piloted the Student Personalised Academic Road to Success (SPARS), a student-centred framework that offers personalised academic learning support to enhance student success. The framework is underpinned by Chickering & Reisser’s (1993) and Bronfenbrenner’s (1979) theories in student development, situated in Tait’s (2000) student support framework for open and distance learning, with added connection to student engagement (Kuh et al, 2007). SPARS facilitates a rethink of student experience by marrying student support services, academic and technologies – to form interconnections that are more likely to produce a more effective educational experience (Pascarella & Terenzini, 2005).
References Bronfenbrenner, U. (1979). The ecology of human development. Cambridge, Massachusetts: Harvard University Press. nd Chickering, A. W. & Reiser, L. (1993). Education and Identity (2 ed.). San Francisco: Jossey-Bass. Kuh, G. D., Kinzie, J., Buckley, J. A., Bridges, B. K., & Hayek, J. C. (2007). Special Issue: Piecing together the student success puzzle: Research, propositions and recommendations. ASHE Higher Education Report, 32(5). Pascarella, E. T., & Terenzini, P. T. (2005). How college affects students: A third decade of research. San Francisco: Jossey-Bass. Tait, A. (2000). Planning Student Support for Open and Distance Learning. Open Learning: The Journal of Open and Distance Learning, 15(3), 287-299.
Paper 6: Providing service to students in their world Dianne Davies Customer Service Benchmarking Australia
Abstract The primary medium of communication in the 21st century is online and mobile. To a student in todays world www stands for when? Where? And Who? It’s no longer enough to expect that a student will approach a service desk when they can get the same information online, anytime and anywhere. Whether we like it or not tertiary institutions are changing their mode of delivery. We live in a world where technology is interwoven into much of what we do and how we live our lives. We live in a time of increased internet use and instant online communication. We live in a time where there are 79 million users of YouTube, five billion searches on Google each month, and 100 million Facebook users.
In this presentation I will endeavour to highlight the expectation that today’s’ modern technologically-driven society demands a level of communication that is largely driven through an online medium. Participants will be encouraged to review their current practices and question their mode of service delivery in order to determine if it is truly meeting today’s 21 Century customers.
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Conference Paper Abstracts
Friday 3 May 2013: Concurrent Session 4
Paper 7:The Faculty of Arts Student Centre - Student Service Delivery by Design Linda Jackson and Shane Morley University of Melbourne
Abstract The Arts Student Centre is responsible for academic and student administration to over 7000 students enrolled in the Bachelor of Arts, and the Bachelor of Arts extended. The Arts Student Centre also manages the Diploma in Languages which is available to all undergraduate students in the university and fields enquiries from students in other Faculties undertaking arts as breadth
The introduction of the Melbourne Model presented some real challenges in terms of student satisfaction with advising and administration. Student Centres sprung up almost overnight and staff were ill prepared for the curriculum changes, spaces were converted from quite devolved school based units to Faculty based centralised Student Centres.
The Melbourne Experience Survey was developed to measure student satisfaction across student centres and teaching units and in 2010 the Arts Student Centre received a satisfaction rating of 59%: the worst in the University. In 2012, the Arts Student Centre was ranked the number one student centre. The presentation will discuss how we went from the lowest ranked to the highest ranked student centre in two years. It will outline a strategy that focused on meeting student expectations through a cultural shift amongst staff, a commitment to on-line delivery including virtual queuing, engagement with social media, systems to support student success, a fundamental belief that students are customers and finally the opening of a purpose built student centre unlike any other
Paper 8: From Starting Blocks to Podium: A Truly Student-Centred Advising Approach Holly Davis and Fleur Hickman University of Melbourne
Abstract The presentation will explore the Melbourne School of Design (MSD) at the University of Melbourne as a model for the delivery of student-centred student advising. From large-scale precinct models to contact centres, universities are attempting to meet the needs of students. The MSD has found value in the localising of student advising within the home Faculty. The MSD student advice team are uniquely and deliberately organised via cohort to maximise benefits to students. Each student advisor supports their students by having a dedicated cohort from application to graduation. The model allows advisors to closely monitor student need and initiate change when necessary, delivering a truly student-centred advising approach.
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Conference Paper Abstracts
Friday 3 May 2013: Concurrent Session 5
Paper 9: Student Central at UC - the first year in review Scott Nichols University of Canberra
Abstract At the start of 2012, the University of Canberra opened its new Student Central Precinct which brought together various student focused services across a number of portfolios into a "one stop shop". This presentation will cover the highlights and challenges identified in getting the Student Central concept off the ground, how the space has been utilised over the first year of operation, the improvements identified in supporting the student experience and the lessons learnt along the way.
Paper 10: Taking the 'distance’ out of distance education Susie Bate and Jan Marrinan Central Queensland University
Abstract As one of Australia’s leading providers of distance education, CQUniversity is committed to offering services that both support students to study their own way as well as stay connected with the wider CQUniversity community.
In 2012 CQUniversity opened its first dedicated Distance Education Study Centre (DESC) in Cairns. Additional dedicated DESC sites were established in early-2013 at Adelaide’s Appleton Institute and located on-campus at Brisbane, Melbourne and Sydney.
These DESCs are designed to be vibrant hubs providing students with an opportunity to seek support, form study groups and access resources and technology. In addition, prospective students can access assistance with enrolment and guidance for their studies from support services staff.
The establishment of the CQUniversity DESCs has enabled better connectivity between students and the University in providing easier access to facilities and expertise.
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Conference Paper Abstracts
Friday 3 May 2013: Concurrent Session 6
Paper 11: What are the Laws to Effective Student Centre Administration? Tony Reed Swinburne University of Technology
Abstract Have you ever considered what are good service principles for student-facing areas at your institution? Does anyone really understand what is a good student experience? What are the emerging themes for excellent student service? This session aims for attendees to challenge accepted practices within their student service centre with the goal of developing a set of rules or laws that can be implemented for effective university administration.
Paper 12: From barren space to vibrant heart - the development of Hub Central Ian Thomson University of Adelaide
Abstract Hub Central opened in late 2011 and marked a new and exciting development for the University of Adelaide. The project challenged traditional norms by letting students design their own space and creating student driven models for student services and support. But did it work? 18 months on and having now passed through a full academic cycle, this presentation will give you an insight into the successes and failures of 2012 and the challenges that lay ahead.
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Conference Paper Abstracts
Friday 3 May 2013: Concurrent Session 7
Paper 13: Growing @ CSU Mystery Shopping Program Hedy Bryant and Catherine Van Veen Charles Sturt University
Abstract Growing@CSU is about understanding customer service from the student perspective. It is about current and potential students sharing their thoughts on the CSU experience and identifying how customer service really looks and feels. Unlike traditional approaches to mystery shopping which are compliance driven and designed to serve the business, the Growing @CSU program is customer driven and designed to better serve students. This is the first program of its kind to be undertaken by the university and represents a significant shift in culture and approach.
Hedy and Catherine will share their learning and advice to other universities from implementing this program.
Paper 14: Climbing the Mountain of Student Expectations Olivia Hayes and Charlotte Ellis University of Newcastle
Abstract The University of Newcastle (UoN) is engaging with, and responding to, the feedback of disconnected students through the development of individualised tools to improve their University experience. UoN has sought to engage and inform students across a range of communication channels, with primary developments in the online environment.
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Conference Sponsors
Tribal is one of the leading providers of products and consulting services to support the business needs of education, learning and training providers.
We are an international company with over 1,500 employees and offices located in the UK, USA, Australia, New Zealand, Brazil and the Middle East.
Our core markets include: . Higher Education . Schools . Further Education . Local and Central Government
We bring together world-class software development with deep domain expertise in our selected markets to provide the essential “plumbing” of records management for our customers’ core business. Our workflow processes manage student applications, curriculum design, training and learning records, through to social care records for children in local authorities. These systems increase the efficiency and effectiveness of our customers, and improve the experience of their students, learners and clients.
Our expertise in the technology and practice of records and information management, in complex software oversight systems, and in mobile and e-learning, is sought after by public and private sector customers around the world.
Student management systems In universities, SITS: Vision streamlines student administration, managing the whole process from initial enquiries from prospective students to engaging with alumni. In Further Education colleges, ebs4TM records and manages information throughout the life of the student, simplifying curriculum planning and delivery and improving data reporting.
Both of these product sets require extensive configuration around detailed processes in educational institutions, led by our professional services teams, who are often drawn from practitioners with considerable experience in these institutions.
Maytas is the market leading solution for the management of work-based learner information and tracking, supporting training providers and major corporates’ internal training programmes.
Services Our Measurement activities encompass primarily benchmarking and school improvement services.
We are the leading provider of benchmarking services to universities and Further Education colleges. Our teams use established cost accounting techniques to derive a range of measures that, with a broad databank, can be cross-compared to similar organisations. Benchmark findings are used to guide strategic planning by these institutions.
Our product, International Graduate Insight Group (i-graduate), is the world leader in customer insight for the education sector, tracking and benchmarking student and stakeholder opinion across the globe. Our customers and partners include over 1,400 of the world’s leading universities, colleges and schools, plus governments and government agencies in 24 countries.
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Conference Sponsors
CSBA has been a proud sponsor of ATEM (Association for Tertiary Education Management) since its inception in 2006. Our benchmarking program runs annually in conjunction with the Student Service Centre Conference (SSCC). The program benchmarks individual institutions against Australia’s top 25 tertiary institutions, showing areas for improvement.
Since beginning operations in 1997, CSBA has worked with over 40 Australian tertiary organisations as well as operating nationally within the local government, superannuation, financial and utilities sector.
A Total Customer Service Assessment and Improvement Solution Customer Service Benchmarking Australia (CSBA) offers a range of solutions that are designed to help organisations understand, measure and improve the customer service experience. If your organisation is committed to providing excellent customer service, then CSBA has the knowledge and experience to deliver the right suite of solutions.
Mystery Shopping CSBA offers Australia’s most comprehensive and rigorous Mystery Shopping Program across all communication channels including phone, face to face, web and email. The CSBA Telephone Mystery Shopping Benchmark Program is the leading Customer Service Benchmarking Program in Australia. Conducted among 250 companies and across 15 industries on a quarterly basis, it is Australia’s most quoted and reliable customer service benchmark measure.
CSBA can also deliver a complete External Quality Assessment Program designed to provide feedback on performance and rate the overall service experience.
Customer Satisfaction The best insight into your organisations performance comes from your customers. CSBA Customer Satisfaction Surveys gather information by talking directly to your customers about the customer service experience. CSBA has the knowledge and expertise to know what processes and measures e.g. (NPS, loyalty, ease of doing business) provide the best value for money when developing Customer Satisfaction Programs. This ensures programs deliver valuable insights which can be linked into business improvement programs.
Consulting Organisations that want to attain a customer service competitive advantage can employ a combination of CSBA Mystery Shopping and Customer Satisfaction Surveys with our team of highly respected consultants who can put it all together along with a tailored training program to make customer service excellence a reality.
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Conference Sponsors
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Conference Sponsors
Oracle RightNow Cloud Service
Oracle RightNow CX is a multi-channel solution that leverages one common self-learning knowledge repository to proactively provide students the right information at the right time to resolve needs across their channel of preference-phone, web, email, in-person, and more- while maintaining consistency of the information in the process.
Oracle RightNow CX is widely recognised as the industry's leading customer experience (CX) offering for optimising both the quality of the student experience and the operational efficiency of multi-channel engagement strategies. Oracle RightNow has received top honours from independent observers including Gartner, Jupiter Research and Nucleus.
Oracle RightNow ties engagements with students across software that provides functionality to assist to: • Manage applications from both students directly and via agents • Answer all student communication quickly, accurately and consistently by phone, email, web, chat or in person • Reduce cost and service centre workloads by offloading the maximum volume of interactions to reliable web self-service service student care channels • Optimise productivity of staff • Proactively discover and address problems in order to reduce student communications and applications • Proactively market to distinct segments of the student and agent audiences
What makes Oracle RightNow unique: • Industry-leading Customer Experience functionality • Complete integration with RightNow products including Feedback Management, Marketing, Analytics, Sales Automation software solutions and other products for a holistic student view. • In-line role-based reports and dashboards provide service knowledge when and where it's needed the most
Unify interactions with service, sales, marketing and feedback interactions leveraging Customer Experience Designer for a consistent student experience
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Hyatt Hotel Floor Plan
Canberra room – Breakout 2 Atrium/Gallery – Registration and Breaks
Federation ballroom – Plenary, Breakout 1 and Conference Dinner
Atrium – Breaks
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ATEM Contacts
President Executive Director Stephen Weller Paul Abela [email protected] [email protected]
Aotearoa Region Aotearoa Region Regional Chair Regional Executive Officer Barbara May Terry Fulljames [email protected] [email protected]
Bass Region Bass Region Regional Chair Regional Executive Officer Jacqueline Perdriau Jenny O’Connor [email protected] [email protected]
Central Region Central Region Regional Chair Regional Executive Officer Louise Seaman Rebecca Ham(DVE Solutions) [email protected] [email protected]
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ATEM Contacts
NSW/ACT Region NSW/ACT Region Regional Chair Regional Executive Officer Jennifer Martin Garry Irwin [email protected] [email protected]
SEQ/NR Region SEQ/NR Region Regional Chair Regional Executive Officer Carl Rallings Kathy Carey [email protected] [email protected]
Western Region Western Region Regional Chair Regional Executive Officer Lucienne Tessens Murray Wackett [email protected] [email protected]
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