Students set to benefit from university review

Students of the University of Southern Queensland (USQ) are set to benefit from the review and restructure at the University, with more efficient, responsive and student-focused service to be the main outcome of the Student Management project.

Undertaken as part of the University's Realising our Potential (RoP) project, the proposed model for student service recommends providing services where and when students require them.

Leader of the Student Management project Tim Fowler said the proposed model sought to transform service provision at the University, and once implemented would set a new standard in the industry.

'We are aiming at a level of service provision that will compare with any service industry benchmark in Australia, not just the University sector,' Mr Fowler said.

'The project aims to deliver high quality service to students across the University irrespective of mode, type or location for the entire student learning journey.'

For students looking to start their university journey at USQ, the changes will mean they will receive greater levels of support and assistance throughout their time at the University.

'USQ students tell us they like the fact we treat them with respect and that they feel like they are part of the family here,' Mr Fowler said.

'The whole point of this exercise is to change our structures, processes and policies to more easily and more consistently deliver that level of service to all students.

'The new systems, processes and policies will be more supportive of staff. The current situation is that we give staff limited freedom to solve student issues. We need to simplify the systems and policies to enable staff to do what they are really good at.'

Under the recommended model one central contact point would be established to manage the service experience of all USQ students. 

'We have recommended that people handling student enquiries are located in the same area as professionals who provide specific services like counselling, to make the process easy for students to negotiate when they need assistance.'

This approach would maximise the consistency of message and facilitate the pursuit of exceptional service, Mr Fowler said.

'By eliminating duplication and having fewer, more simplified policies we plan to have a much leaner and more efficient student management system.'

Once feedback on the proposed model has been received and any modifications made, implementation of the new system for student management is expected to begin early in 2008.

Media contact: Jane Urquhart, USQ Media, +61 7 4631 2559