The goal is to ensure a unified experience for students and staff across UCD
Common Processes
Behind every frontline service is a process that supports it. If the process is streamlined and straightforward then the experience is positive. The people delivering and receiving frontline services are in the best position to assess how these processes are currently operating and inform how they might be enhanced.
One aspect of the work we’re doing is to standardise those processes that drive frontline service in USM-live offices. The methodology we use to achieve this involves working with the subject-matter experts on the process to reduce variation and promote consistency.
In Practice - Our First Common Process
For our first process we focused on local implementation and operation of the Continuation & Readmission Policy. Our scope centred on the process that takes place locally, within each office, to support and guide students to successfully continue in their programme. This involved looking at the processes that were in place, end-to-end, from finding the students who need to be contacted through to identifying cases for escalation to Governing Board.
The approach we used was a lean tool known as a Rapid Improvement Event. Broadly speaking, the sequence looked like this:
- An initial scoping session, with those most familiar with their process from each office
- Stakeholder consultation and communications with all directly/indirectly impacted by the process
- Rapid Improvement Event, with all staff directly involved in the process present
- Follow up sessions tracking progress and planning implementation
The workshops were facilitated in partnership with UCD Agile.
If you’re interested in finding out more, please take a look at our page dedicated to the Continuation Rapid Improvement Event.