Student Services Function Review Glossary

A glossary of words used in the proposed Services Delivery Model.

Term	Definition
Applicant	Is a lead or prospective student who has at least one application to study at the University.
At risk student/s	At risk in the context of Student Services Function Review refers to students identified as academically at risk of failing or not progressing toward completion. Distress is generally used for students who are mentally, physically or emotionally “at risk”
Cloud based CRM	Cloud CRM (or CRM cloud) means any customer relationship management (CRM) technology where the CRM software, CRM tools and the organization’s customer data resides in the cloud and is delivered to end-users via the Internet (see “cloud computing")
Customer Segment	Specific attributes of a prospective student (ie, Māori, first in family)
End to end recruitment or conversion	All activities undertaken by any department across the University to turn a prospective student into an enrolled student in a programme.
Lead	Also known as future or prospective student. A lead is a prospective student that we know and has potential for becoming an enrolled student. Lead generation – refers to the activity undertaken by generate a lead and could include digital marketing, advertising, social media, events and visits. Lead nurture – refers to the activity that happens with a lead once we a prospective student to keep them interested in study at the University. This can start many years in advance of commencing study or not at all as some people may apply directly. Lead Conversion – refers to activity to convert a lead to an enrolled student after they have applied to study.
Mana Motuhake	Student-centered service delivery. Describes the outcome of an individual being able to stand comfortably on their own two feet as a result of support and guidance.
Mana-enhancing services	The way services as a whole are delivered to enable and empower staff and students engaged in the service experience to achieve mana motuhake.
Marketing	Promotes the University brand and its offerings through integrated campaigns and events to generate leads, also known as prospective/future students.
Market Segment	A broad segment of the market, made up of current and future students, identified by key characteristics ie, international, school leavers, career changers, working professionals.
Market Segment Lead/Leader	A senior leader responsible for a specific marketing segment for the University (ie, International, Working Professionals, school leavers) Provides leadership and works in partnership with internal services and faculties to develop and implement the market segment strategy in alignment with Taumata Teitei to achieve agreed recruitment and retention targets for the segment.
Offering or offer management	Refers to offers available to prospective students. These can include programmes, scholarships, accommodation and other services available to prospective students to study at the University. For example, an offering can include programmes, , accommodation and/or scholarships relevant for a particular market segment.
Pastoral support/Student wellbeing	Refers to the social, emotional and spiritual support that can be found in all cultures and traditions.
Process	A process is a series of steps and decisions required to achieve a certain outcome for students or staff. A process is not function or department specific and often involves multiple functions, departments or roles to ensure decisions are made and activities or procedures are undertaken in a timely way by the right people to achieve the desired outcome.
Programme	A prescribed set of one or more courses or other work which on satisfactory completion leads to the award of a University of Auckland certificate, diploma or degree.
Recruitment	Focuses on the attributes and needs of individual prospects to support the successful transition to becoming a student.
Shared Service	Is the consolidation of a business operation(s) and expertise used by multiple areas of the University to provide an internal service.
Student Journey	The identified phases of the student lifecycle from consideration to graduation and include: Design Decision Making Apply and Enroll Being a student Progression Completion and beyond.
Student Services	Is the umbrella term describing all services provided to students other than teaching and learning. At the University this is identified by two functions: Student Services Function Student Support and Engagement Function 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. This service delivery model addresses a subset of the broader student services function.
Student Services Function	The student services function supports outreach, recruitment, retention and a broad range of support services provided across the University to enable the success of the University’s diverse student community.
Student Support and Engagement Function	Includes services that help students to overcome personal barriers to success (support) and to maximise their time at University (engagement). It is important to note that support and engagement are interrelated for example, accommodation is a crucial support service but Support: Includes accommodation, health, counselling, wellbeing, equity and diversity, financial assistance, disability support, student conduct, orientation and transition and support. Engagement: services that support the co-curricular experience, aiming to complement curriculum based learning and help students develop the broader characteristics of the graduate profile (citizenship, interpersonal skills, cultural competencies). Services include support for student clubs, sport and recreation, student events, student representation and voice, career development and employability). The term development in the student support and engagement context is often applied to services that are more deliberate about soft-skill development, networking and employability.
Taumata Teitei	The University’s vision 2030 and Strategic Plan 2025
Whakamana Tangata	The Student Services Roadmap for the University