SSFR Frequently Asked Questions

The proposed model aims to transform how we think about services to create more personalised, integrated and connected experiences for students so that their overall experience and lifelong connection to the University is enhanced. Most of the changes will likely be ‘behind the scenes’ – process or technology enhancements – and not visible to students, however some changes such as ‘student hubs’ will mean a change in where/how they access some services currently.

The proposed model aims to lay the foundation for significant improvements to student services and includes services, including

• General student enquiries
• Student online support
• Applications and admissions processing
• Future student consideration, decision making and enrolment
• Academic programmes maintenance
• Timetabling
• Assessment and exams administration
• Assignment submission and collection
• Processing of student records/ requests
• Student academic advice
• Academic progress
• Student communication automation
• Graduation

Other service improvements will build on these in future phases of work.

The function supports outreach, recruitment, retention and the success of the University’s diverse student community. These are fundamental contributors to a student’s overall university experience; excellent student services enable students to develop the capabilities set out in the University’s Graduate Profile to become lifelong learners and successful in their careers and lives.

Services range from administration, recruitment, transition, academic and careers advice, to those that encourage strong engagement with other students and immersion in University life.

The project aims to think differently how we deliver services for students in a more student-centric way. This includes asking why we are doing what we are doing, if we could do it better and asking what we are not currently doing for students that we could be doing to enable lifelong connections to the University.

Students were heavily involved in the consultation and development of Whakamana Tangata in 2018 and 2019, to help us understand where and how we could improve service delivery. To build on this involvement, a large student reference group with representation from our diverse student community has helped the programme team to test service design ideas and inform the creation of the service delivery model.

Students told us through consultation for Whakamana Tangata they want services to be student-centric and seamless, not driven by our own organisational structures.

Student Hubs are proposed to be the physical front door for current and future students with the transformed student contact centre being the virtual front door. The two will be integrated to provide seamless service experiences for students.

Proposed Student Hubs will provide the one-stop service-point that will allow students to receive the assistance and advice they require without the ‘run-around’ of having to meet with multiple staff in multiple different locations.

A student hub builds on our collective experience and expertise to provide students and future students with access to all the services they require in a single location and help them to navigate the demands of student life, regardless of faculty, degree/s or location.

Whakamana Tangata signifies protection and enhancement of the dignity and mana of the student. This means being conscious of the dignity of others, responding positively to others, protecting and uplifting the dignity of others and, therefore, uplifting your own mana or dignity.

What this means for the Student Hub is a commitment to delivering a welcoming, supportive, personalised service that is culturally inclusive and that ensures no student feels they have to leave their culture and identity behind when they arrive.

It is proposed that the main Student Hub will be located at the City Campus with smaller student hubs located at Grafton, Tai Tonga (in South Auckland), Epsom and Tai Tokerau (in Whangarei). Options for Newmarket will also be considered.

The proposed Student Hubs will be accessible for all current and future students to access, regardless of the where they are studying or considering study.

The AUSA Hub and other students’ associations such as Nga Tauira Māori, PGSA, faculty students’ associations, will be a referral point for students into the Student Hub and vice versa. Key student associations will play an important role in informing the design of services for students and AUSA has been involved in early conversations about plans for a Student Hub.