31 May - 01 June, 2017 | Bayview Eden, Melbourne, VIC

Carolyn McInnis

Academic Registrar
Former Murdoch University


9:00 AM Successful Change Management and Stakeholder Engagement Strategies for Student Services Transformation Projects

Different universities implement various models of student services, and with no one size fits all solution this workshop will build on case studies and past experience to provide an overview of transforming student services. The next step in the transformation process is extending beyond the traditional student services model to save cost further and enhance the overall student experience.

Another critical component of transforming a student services function is stakeholder engagement and communication and taking in to consideration the whole of student lifecycle.

In this workshop, our expert facilitator will focus on the underlying factors of successful change programs, leadership and high-performance and will lead you through case studies to demonstrate how you can undertake successful performance transformation in order to extend beyond a traditional shared services model. Carolyn McInnis has lead the student services transformation at Murdoch University and in this workshop will expand on the following key areas:

Key Learning Areas:
  • Understanding the need for extending the traditional student services model to setting up a new student services function
  • Obtaining internal and external stakeholder buy in for the transformation and having a communication effective communication plan
  • Lessons learned from moving siloed services to centralized services

4:30 PM PANEL DISCUSSION : Requirements for Creating a Technology Platform to Support High Quality Student-Centered Service Approach

This panel discussion will bring together students services experts and technology experts to discuss what a optimal technology platform will look like in order to provide high quality student services. Most universities adhere to a legacy system where even incremental changes are difficult. This session will allow participants to discuss how change can be brought and what needs to change.
  • Integrating customer relationship management and student enquiry management system
  • The use of learning analytics and robotic process automation
  • Additional student self service functionality such as the provision of integrated online applications

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

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


Check out the incredible speaker line-up to see who will be joining Carolyn.

Download The Latest Agenda