Overview
Background
As per previous years, the University plans to enter UCAS clearing and offer the remaining available places to eligible prospective students. This annual project has evolved over the past few years to quickly adapt to the changing circumstances caused by the pandemic. New technologies and processes have been tried, and lessons learned. Approaches that have been successful will now be included as part of the default set up from this year. The aim is to provide a more flexible set up that will require less last minute changes and support a better experience for both prospective students and staff.
| Specific Change | Benefit |
|---|---|
| To continue with the use of a distributed call centre application | The flexibility to have staff working on and off campus seamlessly. |
| The call centre will be set up to provide both helpline and clearing functions |
|
| To provide a Result Days Helpline as a default offer regardless of whether the University enters Clearing |
|
| Offers will be made by specialist admission staff in the Colleges | Removes errors with place offered by the frontline operators when eligibility was not correctly assessed. |
Scope
The project will deploy a call centre to provide support on result days for Scottish and rUK result days admission queries and Clearing 2022. Specifically,
- Select, procure and set up telecommunications infrastructure for handling calls for use on result days
- Secure suitable location on campus
- Develop the call centre scripts
- Set up SharePoint data capture forms to support the call centre process
- Update the Scottish Index of Multiple Deprivation (SIMD) checker for Scottish Clearing
- Ensure that Central and College Admissions areas are fully equipped and ready for handling inbound clearing calls
- Testing of call centre configuration
- Establish and deliver adequate technical support during the call centre operation
- Take down of call centre after operation
Out of scope
- The decision making and timing around the numbers of places available for clearing is out of scope of this project and is dealt with separately.
- Communication and Marketing of the Clearing dates and places
- Clearing selection criteria
- Confirmation policy and processes
Objectives and Deliverables
| ID | Description |
Priority (MoSCoW) |
Owner |
|---|---|---|---|
| O1 | Set up, operational maintenance and tear down of the telecommunications infrastructure, software and processes to provide a call centre | ||
| O1D1 |
Select and procure software to provide remote call centre
|
MUST | ITI |
| O1D2 | Secure and set up suitable location on campus to support larger (doubled in size) call centre allowing for possible COVID restrictions on room capacity. | MUST | ISG Project Services |
| O1D3 |
Designed, tested and Implemented Telephony and Technical Solution with the following:
|
MUST | ITI |
| O1D4 | Identify and procure any additional hardware required (i.e. headsets, extension sockets) due to the higher number of operators required | MUST | SRA, ISG Project Services |
| O1D5 |
Test new distributed call centre set up, including:
|
MUST | SRA, ISG Project Services, ITI |
| O1D6 | Technical support for the call centre when in operations, including communication and desktop support team for operational window and robust contingency arrangements | MUST | ISG Project Services, ISG Learning Spaces TEchnology, ITI, supplier |
| O2 | SharePoint site to enable data capture when the call centre is in operation | ||
| O2D1 |
|
MUST | Service Management |
| O2D2 | SharePoint form to capture category of calls for the Helpline | COULD | Service Management |
| O2D3 | Update the online SIMD checker established within UoE site | MUST | SSP |
| O2D4 | Update the online list of available programmes (if required) | MUST | CAM |
| O3 | Central and College Admissions areas are fully equipped and ready for handling inbound calls to ensure prospective students have a smooth experience through Clearing process | ||
| O3D1 | Support for SRA team to deliver project including Project Management support | MUST | ISG Project Services |
| O3D2 |
Processes for the call centre to support Clearing and Helpline:
|
MUST | SRA / Colleges |
| O3D3 |
Operations teams for dealing with inbound calls:
|
MUST | SRA / Colleges |
Benefits
| Benefit | Owner | Realisation Timescale |
|---|---|---|
| Clearing facilitates the recruitment of students, helps UoE meet its intake target, generating a financial benefit | SRA | 2023-2027 |
| Improved applicant experience - calls are answered more quickly, less re-direction from dialling local numbers | SRA | On Results Days |
| Widen participation - Scottish Clearing will focus on SIMD and WP places | SRA | 2022-2027 |
| The execution of the project will help enhance the University reputation | SRA | Ongoing from Results Days |
|
Improvement to clearing processes reduces the burden on affected administrative areas |
SRA/College Admissions staff | During Clearing period |
| Improvements implemented this year can be used in future years | SRA/ISG | From Clearing 2023 |
Success Criteria
- Clearing and Helpline calls are able to be dealt with efficiently whilst working across on-campus sites and from home with no technical failures
- Effective routing of non-Clearing calls to the Non-Clearing call teams
- Operators felt confident in dealing with enquiries and felt supported
- All calls to the call centre were able to be answered in a timely manner
- Prospective students experienced a smooth, efficient process with minimal waiting time
Project Milestones
Copied from the Milestones log on 29 May 2022