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Future of Student Enquiries - Town Hall updates

18 June 2021

Find out more about the future of student enquiries and what happened at our Town Hall events.

Wendy Appleby, Registrar, chaired two Town Hall meetings (on 31 March and 20 April 2021) to discuss the future of student enquiries and support at UCL. The meetings focused on reviewing the achievements so far and confirming the next steps through a refreshing of UCL’s Vision for Student Enquiry Management.  

Kate Jones, Head of Student Enquiries Management (Student Success Platform Project), discussed the context of the previous vision statement and the actions that have been taken up to this point. Nick Newton, Project Manager, discussed the activity and work of the SSP (Student Success Project) project, updates of this can be found online. Attendees also heard a case study from Frank Sowrey, who explained how they are using askUCL across different roles in the School of Pharmacy. In total, 225 staff attended the two meetings giving feedback on the future vision statement. The presentation slides are available

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Following the Town Hall meetings, a paper titled ‘Remaining Student Focused UCL - Continuing the delivery of UCL’s Vision for Student Enquiry Management’ was discussed at the Student Experience Committee meeting on 18 May 2021. This paper captured the discussions and thoughts from the Student Enquiry Management Steering Group and Town Hall meetings and stated the new vision: 

Provide an easy-to-use single-entry point where a student can raise any query they have during their time at UCL; from pre-application to UCL alumni. It is accessible to them from anywhere in the world, with self-service tools available any time day or night, and students can expect to receive prompt, supportive and personalised/tailored assistance based on their individual query or needs. 

The paper was approved, and the Student Success Platform (SSP) Project will work to deliver the new vision. 

Steps to deliver the vision: 

  • New SID Working Group formed to monitor data quality and good practice 
  • AskUCL Student Feedback Group formation in discussion 
  • Student Success Platform Project planning will include further roll-out to more academic departments and more continuous improvement activities supported by a bigger project team 

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