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

John West

Director of Student Services
The Ara Institute of Canterbury


2:00 PM Effective Use of Technology and Data for Whole of Student Life Cycle Process Improvement

Even though most institutes 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. Therefore some functions may well be incurring additional costs rather than providing a benefit. It is vital that the whole of student life cycle, including the end of leaner journey, be considered when transforming student services.

In this interactive workshop John will look at how to determine services, which are beneficial in the long run for both students and the university and best practice for utilizing existing data effectively.

  • Understanding the value of services pertinent to the academic, self-development, employability and emotional needs of students
  • Evaluating the need for certain services versus the cost of upholding those services
  • Championing the importance of services which enhance the overall student experience
  • Evaluating the potential of deploying transformation institute wide

3:10 PM CASE STUDY : Structured Approach to Student Support at the Institute of Canterbury for Providing an Opportunity for Students to Support Themselves and in turn Optimizing Resource Allocation

Significant forces of change are reshaping the higher education sector in New Zealand, and The Ara Institute of Canterbury is no exception. With the recent merger of the regional and metropolitan campuses, there has been need to broaden the model of student services as initially identified. In this session John will discuss how they have taken a step back and assessed and evaluated the current model and made improvements so it can be used across a wider system.
  • Use of technology to support students – connecting students with specialists at the required time
  • Application of the Cornerstone model with varying levels of support, optimal utilization of resources
  • Physical and technical infrastructure needed for deploying this model across the organization
  • Continuous enhancements to the model including a strong focus on the end of the learner journey support

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


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

Download The Latest Agenda