Our aim is to continually improve the service in a drive for operational excellence

Please see the case studies below for examples of improvements the service has made to date, or visit the activities page for a monthly summary.

Photo Submission 'PhotoID'

• Process stable and robust

• process repeatable

• 40% increase in customer satisfaction

Photo Submission 'PhotoID' is an online portal where students (applicants) can upload and manage photographs for use in university administrative processes including card production [more ...].

Online Payments - Library Fines Online

• Library customers able to pay fines online rather than have to visit campus

• Reduction in cash handling costs for the Library

• increase in fine recovery

The Library Fines Online system went live in June 2009 and processed £3800 of fines in its first two weeks of availability. 370 individual users paid fines within that period without intervention from Customer Services. Previously each face to face transaction would have taken upwards of five minutes [more ...].

Further information on Online Payments is available [here...]

 

Membership - Access Control

• users take control of admin; its bottleneck removed from the process

• 90% reduction in time taken to make routine amendments

• improved security by lost cards being invalidated in minutes

In December 2008 a replacement for the access control download system was developed which addressed the issues of slow script development, slow download speed and the visibility of configuration. A new web application was developed to allow Ancillary Services the ability to define a new facility, define the default levels of access that each membership group should have within the facility and to view/control the download process [more ...].

 

Online Payments - Transaction Tracking System (TTS)

• users take control of admin; its bottleneck removed from the process

• 100% data accuracy

• time to setup new trading accounts reduced from weeks to minutes

The improvements fall into 2 separate categories: moving to eSolutions from WorldPay and implementing a new administrator interface [more ...].