Enhancing the Student Hub and enrolment experience at the University of Nottingham
The University of Nottingham is a Russell Group University, and with over 30,000 students enrolled it is the 7th largest University in the UK. As part of a drive to improve the student experience across the university The University of Nottingham deployed Qudini’s Queue Management queueing system software to enhance its Student Hub and enrolment services.
As part of a university initiative to deliver an improved student experience, the University of Nottingham revamped their Student Hubs. These serve as a single location focus on delivering student services like administration support and beyond.
During peak periods, such as enrolment many students will visit the hub causing waits of more than 2 hours. This lead to queues that spilled outside of the student hub. Even outside of peak hours, services could take time and this could lead to students needing to wait 10 to 60 minutes for their turn. Having students waiting within hub was not productive and it put pressure on students and staff. The long enrolment queues were also not the first impression the university wanted to give its foreign placement students. Furthermore, the Nottingham University management team lacked overall visibility and tracking of hub activities because data was not collected.
Today’s students expect smart digital student journeys and are not accustomed to waiting in long queues for service. Nottingham University recognises the need to continuously evolve the level of service offered in their hubs to keep up with the times and meet student demands.
The University of Nottingham engaged with Qudini, a system that can be found on GCloud, the government’s Digital Marketplace for the public sector, to use their robust, flexible and easy to implement Queuing System.
Using the Qudini Queuing System, the University of Nottingham now enables students using their student hub services to join a digital queue from kiosks situated around their five busiest hubs. Once added to the queue, students receive an SMS confirming their queue position and wait time. They can even click a weblink to watch their place in the queue whilst they wait. Students are now free to use their wait productively outside of the student hub and as their turn arises they will receive an SMS to let them know.
From an administrative perspective, staff members now have a holistic view of everything that is going on inside their hubs in real time, allowing for flexible movement of staff as and when things get busy. This means the hub can keep queues down, whilst ensuring efficiency in the back office.
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