JISC

Overview

The University of Gloucestershire’s Strategic Plan highlighted the need for change in order for the institution to be successful and sustainable into the future. In particular it outlines specific threats to the University that include ‘Procedures and Processes that are inflexible and cumbersome’. A subsequent review by external consultants recommended that processes associated with the student life cycle should be reviewed, starting with enquiry, application and enrolment.

Aims and objectives

The aims of the SLAP project are to improve enquiry, application and (re-)enrolment processes to the benefit of customer service and operational efficiency. The consequent objectives include:

• Processes that deliver high standard of customer service
• Reduced duplication of effort - mapping processes “as-is” will identify any process that is repeated or duplicated.
• Encourage development of harmonised and more streamlined procedures by allocating processes where skills and resource are best placed to support them.
• Clarify roles and responsibilities - mapping the “as-is” processes will identify any processes that have multiple owners, or where ownership is unclear.

Project methodology

The SLAP methodology is based around the following six key steps:

1. Project initiation - This will focus on establishing a Prince2-based project governance structure.
2. Desk review - This stage is required to identify stakeholders and get an overview of current processes and problems associated with enquiry, application and (re-)enrolment.
3. Interviews to map current processes - Our methodology uses a mix of interviews and workshops to create “as-is” process.
4. Process redesign workshops – To review options and develop preferred solutions
5. Business Process Review Report and.
6. Implementation of the redesigned processes.

Anticipated outputs and outcomes

• Project Plan
• SLAP Project channel in University Website
• Business Process Review Report
• Sustainability Plan
• Final Report
• Dissemination plan/papers & presentations
• HE Business Process Review Methodology
• Case studies
• HE Business Process Review Community (aspirational)

The outcome of the project will be enquiry, application and (re-)enrolment processes that are customer focussed and use technology to reduce cycle times and improve administration efficiency.