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Overview of SSiD - University of Sheffield · PDF file A general enquiry handling service A signposting service for support requests A gatekeeping service for colleagues An enquiry

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  • Overview of SSiD

    Student Services Information Desk

  • Our Service Model

  • Purpose

     A general enquiry handling service

     A signposting service for support requests

     A gatekeeping service for colleagues

     An enquiry referral service to other parts of the University

     A student status confirmation and verification service

     On request production of official documents for current and former students

     Managing the improvement of digital (including web), and analogue (including print) content management in Student Support Services.

    SSiD is a vital and extremely successful service, handling hundreds of thousands of enquiries and requests each year from a diverse university population. This includes:

  • Operational Areas

    Walk-in Centre • Face to face enquiry management • One stop student information centre • Signposting student support enquiries

    Contact Centre • Email enquiry management • Telephone enquiry management • Online order management • Live Chat • Chatbots

    Online Presence • Evaluation and improvement of Student

    Support Services web presence • Maintenance and development student facing

    pages on /ssid • Development of web based applications

    Contact Centre

    Walk in Centre

    Digital Presence

  • Service Statistics

     126, 000 visitors to our walk-in centre  40,000 email and telephone enquiries and requests  25,000 current students using the service  10,000 graduates and alumni using the service  1.4 million visitors to our web pages  600,000 users of our website

    Service activity

     Waiting Time = 94.4%  Welcome = 98.9%  Customer Service = 98.7%  Quality of information given = 97.8%  Speed of service = 98.3%  Knowledge of staff = 97.8%

    Student satisfaction

  • Teams of SSiD

    Enquiries and Requests

    Referring Enquiries

    Signposting Support

    Student Documents

    UCard Enquiries

    Face to Face

    Enquiries

    Email Enquiries

    Online Store

    Phone Enquiries

    Livechat Enquiries

    Alumni Documents

    Contact Centre

    Enquiries

    Student Enquiries Team

    Office Management Team

    Web Content

    Web Applications

    Web Databases

    Chatbot

    Digital Media

    Digital Content

    Management

    Leaflets and Flyers

    Posters and Screens

    Information Sheets

    PDF

    Print Content

    Management

    Student Content Team

    Student Information

    Service (SSiD)

  • Student Enquiry Management Team

    1. Enquiry handling

    2. Document production

    3. UCard replacement

    4. Prove a central collection and delivery point for student documentation

    5. First line of student support (including signposting and referral)

    6. Regular liaison meeting with key university partners

    7. Source and disseminate University knowledge for students

    8. Work with other services and external agencies to improve front line service support

    9. Develop front line customer service delivery

    10. Visits to professional and academic department reception points

    11. Source and distribute publications

    12. Involvement in events such as open days to promote the service

  • Student Support Services Content Team

    1. Site Management • Manage the structure, navigation, pages and linking • Manage CMS Access • Improve Search Engine Optimisation (SEO)

    2. Driving the Improvement of Content • Developing Content Guidelines and Procedures • Monitoring and Evaluation of Content • Develop and Deliver Content Management Training

    3. Supporting Colleagues • Content Design (including Copywriting and Editing) • Support the Content Management Group • Web Application Development

    4. Raising Awareness of Content Management Issues • Policies and Standards • Communications and Updates • Sharing Good Practice

  • Office Management Team

    1. Manage the administrative and systems activities that facilitate the smooth running of SSiD office:

    • Recording office expenditure and managing the SSiD budget • Take the lead on delivering value for money in SSiD • Organising and acting as secretary to service meetings and away days • Organising the office layout and maintaining the condition of the office and

    arranging for necessary repairs • Maintaining supplies of stationery, stocks and equipment • Ensuring adequate staff levels to cover for absences and peaks in workload,

    often by using temping agencies • Overseeing the recruitment of new staff, including training and induction • Reviewing and updating health and safety policies and ensuring they are

    observed 2. Oversee internal systems maintenance and development 3. Coordinate staff and expenditure budgets 4. Coordinate the recruitment process for service 5. Coordinate the collection and collation of monitoring data from all

    operational areas of the service 6. Provide administrative support to Head of Service

  • Services to students

    1. General enquiry and request handling 2. Support request enquiry handling 3. Parent enquiry handling 4. Proof of student status to current students 5. Proof of attendance and qualifications to past students 6. Student cards 7. Document production (proof student past or present status) 8. Calculator and dictionary approval 9. A central collection and delivery point for student documentation 10. Academic Verification to third parties such as embassies, banks,

    employers, etc. 11. Source and distribute publications 12. Involvement in events such as open days to promote the service 13. Maintain a comprehensive web presence 14. General staff enquiry handling 15. Visitor drop-in service

  • Services to staff

    • Enquiry Handling • Answer general enquiries • Gatekeeping for colleagues • Enquiry referrals to relevant information sources / services

    • Student status confirmation • Support enquiry handling • Signposting our student support resources and services • Campus tour support • Collection point for students • Post box for colleagues • Open days support • Printed materials • Communications to staff • Visits to departments • Liaison meetings

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