Priority and Funding
This discretionary project has been classified as priority 1 (HIGHEST)
Funding of 50 days, 35 within 2018/19 and 15 within 2019/20.
Impact and Dependencies
There is a dependency on the Euclid Student Records System being available and positioned to deal with any recruitment brought about through clearing.
The main dependencies are aligned to the telephony system, failure of this on Scottish Clearing day would result in a negative impact to the University's reputation.
In 2018, there were 270 calls taken for Scottish Clearing . There was a very low abandonment rate for calls last year and very quick response time from call handlers. There is 64 channels of queuing capacity which will be monitored throughout.
We have a number of contingency measures planned for busier periods if lines start to reach capacity:
- Live call level information will be made available to call centre staff and wider stakeholders, this will be monitored and remedial actions taken accordingly if issues are identified within this data.
- There will be an automated recorded message if anyone waits more than 30 seconds to be answered. This provides information on entry requirements which as you would expect was the main reason callers did not progress to the second line of the process. The expectation is this would encourage those not meeting requirements to hang up and free up channels.
Additionally the significant benefit brought to the user experience by the SIMD20 checker be lost if there is a failure in delivery.
Due to the change that RuK and International Students will not have to chance to participate in Clearing this year, there might be additional calls. This will be managed through risks and issues within the project.
(Please copy and paste from Risk Log)