Anniversary Focus Groups (2007)
Actions Arising:
Improving Enquiry Referrals
Several actions are proposed for improving enquiry referrals and counter enquiry handling including
- Improved referral procedure and simplified referral slip (May 2007)
- Publication of the SSiD referral guidelines - how and why SSiD refers enquiries (July 2007)
- Telephone in waiting area for student use - internal calls only (April 2007)
- Open day for university staff (August 2007)
- Quick reference grid of main services for students and where they can be obtained (pilot - August 2007)
- Reference web page designed spcifically to help university academic and central departments refer issues to SSiD (June 2007)
- Extended opening hours (September 2007)
- Regular meetings with other general information point services (March 2007)
- Make stakeholders increasingly aware of our desire to have them visit and experience the working of the SSiD office (April 2007)
- Strengthen our collaboration and information sharing with other departments (July 2007)
- Identify which services SSiD could offer thus reducing need to refer elsewhere (August 2007)
Improvement to Feedback
- Improved SSiD feedback forms (August 2007)
- Publish the feedback received, response, any actions arising and dates via a notice board in SSiD office and on the website (August 2007)
- Improved online feedback form (June 2007)
- Counter feedback exercises - Questionnaires, tick sheets (November 2007)
- Improved, well promoted feedback procedure in the SSiD office (August 2007)
- Link to online feedback form at the foot of all SSiD emails (July 2007)
- Request changes SSiD to web pages by an online feedback form (May 2007)
- SSiD online newsletter, which can be subscribed and unsuscribed to by students, containing reminders and tips.
Promoting the Student Services Information Desk (SSiD)
- Plasma screen to be place outside SSiD to highlight current issues and explain the services we offer (May 2007)
- Articles on web and in paper publications explaining the services that SSiD offers
- Roll up banner stand to be displayed at events (August 2007)
- Online Presentation expalining the services SSiD offers (March 2007)
- New poster, leaflet and postcard to promote SSiD services (July 2007)
Other ways of improving the services offered by SSiD
- Publish the service levels promised and current performance via notice board in the SSiD office (August 2007)
- Online ordering of SSiD leaflets and forms - academic and and central departments (August 2007)
- More staff are available at lunch times as a result of changes to way we work to make (April)
- Improved ventilation (April 2007)