Young people – the Naughties – have grown up with information and services at their fingertips. Hey Siri, Alexa, etc. They pay with contactless and interact with providers of services they consume via an App and chat with customer advisors through website chat bots.
How will they feel when they reach university or college on enrolment day and join a lengthy queue? When they need advice and visit the Helpdesk are there long queues, do they get the information they need quickly enough, during the first visit? Are there enough self-service functions to meet our ever diminishing acceptance of waiting?
Now, many service points in Higher and Further Education have moved online. However, is your organisation able to provide services with minimal manual effort? Do you email your students rather than provide the information automatically in a portal? Can your students access and review documents you hold on their behalf easily enough? Is there a student self-service portal? Can complex inquiries be handled quickly and efficiently by staff with all the required information at their fingertips? Does your organisation provide staff and students with a genuine one-student-record?
Imagine, bringing all information you hold on a student such as their core records, documents, notes of any interactions, case notes, attendance, financial, GDPR related information and so forth together in a single interface accessible to those who need it, where and when they need it? Imagine eliminating those thousands of manual processes and touch-points that accompany a student’s learning journey. That would genuinely fulfil a key role in Digital Transformation in Higher Education.