Overview

Background

Student Systems is undertaking a review of system generated communications sent to students in response to an incident on 2 June 2017 in which 4500 students were incorrectly informed that they were not eligible to graduate.

Scope

The project will review all emails generated by EUCLID and sent to applicants and students. 

The project will not review communications sent to staff or communications sent by any method other than through EUCLID.

Objectives

• Minimise risk of future occurrences of emails sent in error to large groups of students
• Email content reviewed to soften the blow should emails be sent in error
• Improved understanding of timing and volumes of system generated emails

Deliverables

1. Identify automatically generated emails issued through EUCLID, including

   • the process and system triggers which generate the email
   • the time of year the email is issued
   • the volume of students usually impacted
   • the area of the business which has ownership of the content 

2. Review and amend the wording in all automatically generated emails

   • Short, clear, and friendly
   • Ensure the content owner has approved the wording
   • Check each template and ensure, where possible, there is wording that would ‘soften the blow’ should the mail be delivered in error 

3. Create communications map and review emails against a ‘sensitivity/volume of students’ matrix and assess:

   • Does this need human intervention before it is issued? 

     • If so develop system capability which will enable a check to be undertaken and the sign off process for these emails to be issued
   • What time and day is the communication being issued and does this need to be sent in office hours

4. Identify and decommission communications no longer used

5. Develop quality assurance plan for implementation of future communications changes

Benefits

Improvements to student experience:

• Reduced risk of emails being sent to large groups in error
• Email wording softened to be friendlier
• Emails send during work hours when Support and School staff are available to provide support if required

Improvements to Student Systems processes

• Clear understanding of requirements for creating new and amending existing communications
• Map of communications improves understanding of timings and volumes of emails sent across the cycle
• Clear ownership of email wording 

Success Criteria

• Clear, documented quality assurance process exists for introducing / amending system generated communications

• Communications map is created to provide a single source of information on system generated communications

• Student Systems understand the timing and volumes of communications sent across the cycle

• Student Systems can intervene to stop communications if required and understand when this may be needed

• Emails are sent during business hours where possible