Case Study:

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.

THE CHALLENGE

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.

Queue Challenge

THE SOLUTION

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.

CLIENT RESULTS

  • Improved Resource Planning:

    Qudini Business Intelligence Dashboards enable Nottingham University to capture useful insights about when students are visiting hubs and for what reasons. Hubs can attribute the visit reasons for 80% of students. These insights help to improve day-to-day operations, resource planning and strategic planning across the university.
  • Improved Efficiency:

    The hubs are now less crowded with waiting students and complaints about wait times have reduced, this frees the Nottingham University Student Hub service team to focus on service and other tasks, helping them to serve more students and do more with their day.
  • More Students Supported:

    Since using Qudini, the proportion of students visiting the hub and following through to service has increased by 10.5%, with 94% of students now being served. This means that the hub is providing more students with the support they need and driving a better student experience across the university.

     

  • Students Are More Productive:

    Students are no longer caught in a line, unaware if they could be seen before their next lecture or even before the hub closed. With a clear time indicated, plus the ability to wait in more comfortable environments such as the cafe or the library, student experience has improved and the students are able to use their wait productively.

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