The Pre-Arrival and Induction Task Group (PAITG) of the Student Experience Project has identified that the implementation of and FAQ system is key to them meeting their objectives. 

They have made a recommendation that university should  pilot an approach to managing Frequently Asked Questions (FAQs) which would seek to reduce the volume of repeat, high level enquiries received to enable staff to focus on enquiries which require more attention.  The FAQs should be of high quality, accessed easily and intuitively by enquirers, be able to be managed effectively in a devolved environment, and provide clear and quick management information.  The implementation of the Tribal FAQ system as a pilot will provide data to evaluate how well the use of FAQs integrated into the unviersities website reduce this volume of calls and will inform a strategy going forward as to what other support this activity require such the implementation of Enquiry Management / Call Management System.  The pilot will also allow a more informed understand of how the maintence of the FAQ's would work going forward in a devolved organisational stucture. 

This project will deliver a Pilot FAQ System using Tribals Product so that the business can assess how well the FAQs work in terms of answer questions of visitors to the Universities Website. The focus will be on Pre-Arrival Enquiries / Application /Induction in the first instance