What is coming up in Summer 2022?
- We are improving the Airport Support Service for international students
- We are improving finance processes for staff and students
- We are improving the management of student mobility activities in the UK and overseas
- In the new Airport Support Service, students will be able to provide their flight details to the International Relations team through MyManchester and amend the details if there are changes to their arrival time. This will mean that staff have access to more accurate information on students’ arrival at the airport, which will allow them to deliver appropriate support and guidance on getting to their accommodation on campus.
- Students will be able to upload their sponsor document providing evidence that a third party will be paying the student’s tuition fees. This is an extension of functionality already available to applicants. As the student will now upload the document, the team will be able to process these more quickly, enabling quicker registration of students.
- Refund and debt query management CRM processes will be introduced which will enable the collaborative student finance team comprising of the Student Finance team in DSE and the Transactional Services team in Finance to operate as one team. This will improve the student experience by ensuring that any team member can respond to student queries more quickly and effectively.
- We will be delivering an extended and upgraded use of My Placement, a single system to manage placements and international programme activities in the UK and overseas including work placements, study abroad, field trips, group travel, summer schools and independent fieldwork. We will also be standardising student placement processes to manage applications, pre-departure preparation, risk management and emergency response, and post-placement processes such as feedback and evidence submission.
The first thing to do is access the online and self-service materials available to staff:
- Online training: Staff with key roles in these areas will be asked to complete training on the new processes. It has been designed to provide you with detailed knowledge on the new systems and how they integrate with current ways of working.
- Knowledge Hub: As you begin to follow the new processes, you may find you need to check a specific aspect along the way. Rather than directing you back through the full training, we will provide searchable guides to help you find the information you need more quickly, via a Knowledge Hub which is currently being developed.
If you have not been able to resolve your query using online resources, we recommend that you contact your local manager via your usual communication methods e.g. Teams chat for specialist advice.
If the issue cannot be resolved, your manager will escalate this into a process for resolution. It is unlikely that you will need to be involved in this, as they will represent you and your query. During this process, work will be prioritised based on the risk and impact – so your query may not be resolved immediately, but your local manager will keep you updated.
No system downtime is anticipated with the Airport Support Service or Finance updates in July. The Student Mobility release is likely to lead to downtime from mid-day 15 August to mid-day 22 August (to be confirmed).
Teams will start to be involved in transition activities from May 2022 onwards. These activities include discussions in team meetings and the provision of introductory videos to explain key changes and benefits. The focus of these discussions will be to listen to any concerns, identify actions for teams relating to transition, and assess understanding of the forthcoming changes.
The project team has worked in close partnership with managers and leaders of impacted teams to plan and ensure teams will be ready. One of the criteria by which SEP will assess whether it should go-live as planned, will be whether the business leads confirm that both their local teams and stakeholders are ready.
Online training will be available for technology and process. A Knowledge Hub is under development with easily searchable how-to guides to help colleagues find reminder information quickly, once they have completed the initial training guides.
The new My Placement system will go live in August, and relevant processes will be rolled out for different activity types and academic levels at key points in the academic year, with existing users of the system (study abroad and work placements) due to go first. Training on systems and processes will begin as the new structure is implemented across these areas of activity and colleagues are confirmed into roles.
SEP is subject to rigorous governance and regular status reporting. During the lead up to a major milestone such as the release of new functionality, this scrutiny increases to ensure that a decision to proceed with the release is based on the appropriate balance of risks. Extensive planning and monitoring of risks between IT, business and programme colleagues is a significant step in ensuring things go as smoothly as possible.
In the first few weeks the majority of the queries raised will be easily dealt with by signposting to appropriate training materials or with the assistance of your manager. Arrangements are in hand to be able to update training materials and information quickly as necessary.
Where an issue cannot be resolved locally, there are escalation processes. Issues will be triaged and prioritised according to the scale and impact of the problem. Dedicated teams of business and technical colleagues will work through any issues based on prioritisations.
Local managers and leaders will have regular meetings with the programme team to assess how the change is going, and to monitor the progress to resolving issues and risks.
The IT Service Desk will also be provided with information on the most common support issues such as applicants activating their University IT account to allow them to complete transactional processes.
If a student has a query, firstname.lastname@example.org can be used for support/ direction to the appropriate team.