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Conference Day Two : Thursday, 1 June 2017

08:30 AM - 09:00 AM COFFEE & REGISTRATION

09:00 AM - 09:10 AM Conference Opening – Remarks from the Conference Chairperson



09:10 AM - 09:50 AM CASE STUDY : Providing Proactive Student Services at ANU with the Vision of “No Additional Resources”

Elizabeth Dinn, Manager Student Administration, Australia National University
Even though most universities can give a long list of their student support services, it does not necessarily mean that all the services are actively functioning and benefiting the students effectively. ANU has completed various transformations using the vision No Additional Resources and No Assistance with IT Applications with a key focus on moving from a reactive to a proactive service delivery model. In this session Elizabeth will outline the work she has been doing
  • Using the Procedure manual to formulate a Student Team Activity Calendar - by doing this all team members are aware of the monthly task/events and participate in the preparation, completion of all processes involved. This has enable the staff to be prepared for the month and cross train each other in the tasks
  • We also designed and built inhouse e forms which can be downloaded to the spread sheets – reducing the cost of paper and duplication
  • Record the student appointment and discussions by consulting with the sub deans, staff were able to design an online form to be completed by the staff meeting the student which is immediately uploaded onto the students electronic student file

Elizabeth Dinn

Manager Student Administration
Australia National University

09:50 AM - 11:00 AM CASE STUDY : Cross Institute Collaboration for Improved Service Delivery and Greater Allocation of Existing Resources

Rachel Honeycombe, Marketing & Student Services Manager, Auckland Institute of Studies
Student service models across institutes tend to vary, with either central teams providing support or support being provided at various schools and faculty levels. Auckland Institute of Studies also adopts a unique student services model which aims to accommodate a different mix of cultures while meeting demands and expectations. In this session Rachel will discuss Auckland Institute of Studies transformation journey.
  • Tailor services and programs to client and stakeholder needs, within available resources.
  • Deploy resources to ensure timely access to our services, according to client need
  • Build capacity to deliver services through various risk adverse initiative

Rachel Honeycombe

Marketing & Student Services Manager
Auckland Institute of Studies

11:00 AM - 11:30 AM MORNING TEA



11:30 AM - 12:10 PM CASE STUDY: Monash University’s Scheduling Transformation: Building an Effective Business Case for Student Centered Service Delivery

Neville Hiscox, Director of Student and Education Business Services, Monash University Reshmee Gunesh, Principal Specialist Business Transformation, Monash University
As a higher education business leader you understand that a business case draws its strength from having a compelling narrative, responding to key drivers and demonstrating significant value to the entire institute and not just one or two areas of the university.
This session will showcase the Scheduling Services Improvement Initiative, exploring the process of building the case for change through effective stakeholder engagement, for a program which aims to deliver an enhanced student experience, cost efficiencies and optimised resource utilisation.
  • Exploring the key elements to gaining buy in and trust from stakeholders
  • Establishing the true value of your project ensuring clear and transparent guidelines for benefits realisation
  • Leveraging technology, in house expertise and resources to build internal capabilities and transformational change
  • Creating an operating model for scheduling services that can be scaled up across the institute

Neville Hiscox

Director of Student and Education Business Services
Monash University

Reshmee Gunesh

Principal Specialist Business Transformation
Monash University
In order to develop a customer service culture within the teams there will need to be training programs for student administration services staff and academic program advisors to inculcate a customer service ethic. This panel will let participants discuss best practice for developing a customer service culture for long term success.
  • Changing the current mindset and moving beyond the traditional 9 to 5 model for operating as a customer centric organization
  • Developing a hub for providing transparent and accessible support base for students
  • Rewarding excellence in customer service

Rachel Honeycombe

Marketing & Student Services Manager
Auckland Institute of Studies

Joanna Browne

Director AcademicServices
The University of Auckland

Kim Paino

General Manager - Marketing and Engagement
Universities Admissions Centre

12:50 PM - 1:50 PM LUNCH BREAK



1:50 PM - 2:30 PM CASE STUDY : Establishing a Clear Vision Supported by Principles of Delivery for Revamping the University of Canterbury’s Student Management System

Lynn McClelland, Executive Director - Student Services and Communications, University of Canterbury
The current structure of administrative support to students is disjointed and opportunities exist to remove duplication of effort between the centre and faculties. With students expecting timely and personal services, institutes need to have a model where information can be sourced centrally but also have services available at a faculty level. In this session Lynn discusses the importance of establishing a vision initially and then is later supported by principals of delivery, and constant evaluation and feedback.
  • Differentiate the responsibilities and activities between what is to be managed at the centre and at the faculties
  • Transformation of processes end to end, bring staff and student together – multi faceted delivery
  • Increased efficiency and effectiveness in its delivery of administrative support to students
  • Improving overall student experience

Lynn McClelland

Executive Director - Student Services and Communications
University of Canterbury

2:30 PM - 3:10 PM Creating a Robust Communication Plan forStudent Services Transformation in order to Meet Strategic Priorities

Carolyn McInnis, Academic Registrar, Former Murdoch University
A communication plan during a transformation project is crucial. Stakeholders involved as well as those who will be affected by the changes needs to be informed of timing and methodology during the process. Stakeholders engaged in the process will aim to be open and transparent allowing input from other parties. This session looks at best practice methods for creating an effective communication plan and dealing with key stakeholders including unions.
  • Creating a long-term communication plan, which aims to implement changes, assess progress, and evaluate outcomes.
  • Constant communication of changes which are informative as well as timely
  • Engaging stakeholders in the end to end process

Carolyn McInnis

Academic Registrar
Former Murdoch University

3:10 PM - 3:50 PM CASE STUDY : Integrating Support Services across Various Campuses at CQ University in order to create an Agile and Responsive Service Culture for Improved Student Experience

Chris Veraa, Director Student Experience, Central Queensland University
Significant forces of change are reshaping the higher education sector in Australia and globally. CQ University is no exception, with 26 delivery sites across 5 states and 35,000 students expansion has been evident. Support service models across universities tend to be weighed down by hierarchy, inefficiency and a culture that does not adequately encourage trust in decision-making. In this session, Chris will look at CQ University’s journey to deliver personable, flexible and effective support services.
  • Provide high quality support services that are easy to navigate, consistent, personable and responsive
  • Establish a streamlined professional services structure that can better meet the varying demands across the various campuses throughout the academic year
  • Centralized provision of general student services as well as accessible specialist support located across various campuses

Chris Veraa

Director Student Experience
Central Queensland University

3:50 PM - 4:30 PM AFTERNOON TEA



4:30 PM - 5:10 PM Creating a Personalised Admissions Delivery Model for Individual Universities in order to Improve Overall Student Experience

Kim Paino, General Manager - Marketing and Engagement, Universities Admissions Centre
The current structure of administrative support to students can sometimes be disjointed and opportunities exist to remove duplication of effort. There is a lack of clarity around where responsibilities lie. With students expecting timely and personal services, institutes need to have a model where information can be sourced centrally but also have services available at a faculty level. This session looks at the University Admission Centers unique model of admission services.
  • Differentiate the responsibilities and activities between what is to be managed at the centre and at the institutes
  • Increased efficiency and effectiveness in its delivery of administrative support to students
  • Improving overall student experience

Kim Paino

General Manager - Marketing and Engagement
Universities Admissions Centre

5:10 PM - 5:50 PM SOLUTION CLINIC : Solutions Clinic

Solutions clinics are designed to give participants strategies and tools to deal with their most pressing challenges. The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail.

The table will then elect a facilitator/note taker who will record the topic being explored and the ideas of the table. After 40 minutes of discussion, the facilitator of each table will then report back to the rest of the audience their problem and potential solutions.

5:50 PM - 6:00 PM Conference Closing – Remarks from the Conference Chairperson



6:00 PM - 11:59 PM END OF CONFERENCE