Whakamana Tangata | Student Services Strategy 2019 – 2022 Consultation

The University wants feedback from you on the draft Student Services Strategy.

All parts of the University work hard to provide you with excellent service, to make your experience here as positive as possible, and ensure you succeed. However feedback from students suggests we can do even better.

Following six months of consultation with students and staff we have drafted the Student Services Strategy. We need your feedback to make sure we have got it right.

Feedback we need from you

The University wants feedback from you on:

  • What you like about the strategy, what are its strengths, and which parts are most important to you?
  • Are there any gaps in the strategy, has anything been missed or not given enough focus?
  • Are there any parts of the strategy that are unclear or don’t make sense to you?
  • Is there anything else you want to say about the strategy?

Student feedback on the strategy should be sent to: sss-feedback@auckland.ac.nz by Friday 30 August.

It is important to note the strategy outlines what we want to achieve, not how we will do it. Once we have agreed the strategy we will develop the plan for key initiatives to improve our service to you. We look forward to engaging with students and staff in these initiatives.

This strategy reflects the University’s commitment to the important relationship with Māori that acknowledges Te Tiriti o Waitangi. The values of manaakitanga, whanaungatanga, and rangatiratanga provide a strong foundation for the future of student services and we are committed to developing our understanding of Te Tiriti and what it means for student services.

Dates for your feedback

  • Student consultation opens Monday 22 July 2019
  • Student consultation ends Friday 30 August

Information sessions for students

Members of the Student Services Strategy working group are running a series of meetings open to students. In these meetings they will discuss the draft strategy, answer questions and give an opportunity for immediate anonymous feedback.

The meetings are being held:

Epsom Campus

12 August, 11am – 12pm
Marae (6ED1-G20), BLOCK D

City Campus

13 August, 9:30-10:30am
Fale Pasifika Complex, 20-26 Wynyard Street

Tāmaki Campus

19 August, 10:30am – 11:30am
Function Hall, Room 730-220

Grafton Campus

21 August, 3:00pm – 4:30pm
Room 505-007

Consultation documents

Consultation process

  • Following the student and staff consultation period, feedback will be collated, summarised and themed
  • If major changes are needed to the strategy based on the feedback the revised draft strategy will be checked with key stakeholders before going back to the University Senior Leadership Team (SLT).
  • A final draft strategy will be proposed to the University SLT reflecting significant themes from the feedback.
  • The final draft will be considered by SLT and refined if required.
  • The Vice-Chancellor will adopt the final Strategy.
  • An approach to implementing the strategy will be developed based on the final strategy and presented to SLT, published and communicated through various student and staff channels.

Why develop a strategy?

All parts of the University work hard to provide you with excellent service, to make your experience here as positive as possible, and ensure you succeed. Data from the University’s Learning and Teaching Survey over the last five years shows improved satisfaction with selected services and resources. However feedback from students suggests we can do even better.

Listening to students we see:

Changing student expectations. Growing, more diverse student population. Technological advances. Increasingly competitive recruitment environment. Student perceptions of a fragmented and siloed bureaucracy. Complex and confusing university environment. Students feeling anxious, isolated and frustrated.

The University needs to prioritise how it develops and improves services for students in order to meet your expectations of a great student experience.

Eight key challenges have been identified to delivering this experience.

1 - Delivering services from a student perspective. 2 - Ensuring we reflect Te Tiriti o Waitangi as integral to student services. 3 - Reflecting the University’s equity commitments. 4 - Encouraging student success. 5 - Creating a campus culture and community where all students feel they belong, are safe and engage at the level that contributes to a great experience. 6 - Infrastructure that supports student needs. 7 - Responding to changes in employment. 8 - Recognising our fiscal challenge.

What do we mean by student services?

“Services” covers a lot of different things and are designed to help students:

  • Overcome personal barriers to participation
  • Enhance and broaden your experience
  • Develop a lifelong sense of belonging with the University
  • Achieve success
  • Maintain good mental and physical health and wellbeing.

The aim is to deliver a seamless and high quality university experience for all our students, supporting participation, achievement and success across all levels of university learning and research.

Student Services support:

Outreach. Recruitment. Retention. Success.

How was the draft strategy created?

  • A number of staff and student workshops were held over a 6-month period from August 2018.
  • Previous findings from student journey mappings, student surveys and barometers, and other market research were incorporated.
  • Student services provided by comparable international universities were reviewed.
  • Draft strategy documentation was developed and reviewed by a range of key stakeholder groups to ensure it correctly captured the needs of both students and staff.