York Online phase 2
Establishing streamlined operational processes and student centred policies to improve the way that the University manages the student journey for online learners.
Project overview
The York Online project will review the student journey of those taking part in online courses and learning, from enrolment to graduation. Its aim is to identify and address the priority pain points for the management of this journey, and create a more seamless experience.
The project will enhance existing data integrations, develop automations and enhanced reporting in order to reduce manual interventions and improve efficiency and student-facing services.
The project will undertake a revision of the exceptions policies and processes to give students more control of when they undertake study and assessments. It will also include an overhaul of how study breaks or assessment exceptions are requested, approved and processed.
When?
The project will run until April 2024 and has already delivered new student data integration to support recruitment and student support activities. This includes making sure new students get quick access to the Learning Management System (LMS) and induction materials. We are also introducing a new suite of tools and automations to improve the way we manage students as they finish one module and start the next.
Currently the project is focusing on developing new staff and student workflows to manage breaks in study, which are essential for online students who need to manage their learning alongside careers and family commitments. New student exception policies were first made available at the start of the 22/23 academic year, with the planned major overhaul for these workflows expected in spring 2024.
Where?
The project will deliver benefits for a number of teams that facilitate the online student journey, including York Online Support Team, Student Systems and Student Records. More efficient operational processes will increase the resources available to make enhancements to the student experience and student support.
Why?
This work will enable the University to manage its Online Learning provision efficiently, at scale. Building the foundations for future growth and increasing student access to York’s Online Learning programmes.
Benefits
This project is expected to provide the following benefits:
- enhanced flexibility and an improved student experience for online learners
- a simplified process for disruption claims
- reduction of enrolment status queries
- automated resolution of disruption claims
- a reduction in manual data transfers.