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
ContactCentre
Walk inCentre
DigitalPresence
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 andRequests
ReferringEnquiries
SignpostingSupport
StudentDocuments
UCardEnquiries
Faceto Face
Enquiries
EmailEnquiries
OnlineStore
PhoneEnquiries
LivechatEnquiries
AlumniDocuments
ContactCentre
Enquiries
Student EnquiriesTeam
Office ManagementTeam
WebContent
WebApplications
WebDatabases
Chatbot
DigitalMedia
DigitalContent
Management
Leafletsand Flyers
Postersand Screens
InformationSheets
PrintContent
Management
Student ContentTeam
StudentInformation
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
observed2. Oversee internal systems maintenance and development3. Coordinate staff and expenditure budgets4. Coordinate the recruitment process for service5. Coordinate the collection and collation of monitoring data from all
operational areas of the service6. Provide administrative support to Head of Service
Services to students
1. General enquiry and request handling2. Support request enquiry handling 3. Parent enquiry handling4. Proof of student status to current students5. Proof of attendance and qualifications to past students6. Student cards7. Document production (proof student past or present status)8. Calculator and dictionary approval9. A central collection and delivery point for student documentation10. Academic Verification to third parties such as embassies, banks,
employers, etc.11. Source and distribute publications12. Involvement in events such as open days to promote the service13. Maintain a comprehensive web presence14. General staff enquiry handling15. 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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