Overview
Background
The University plans to enter UCAS clearing again this year with places being available for a small number of students from particular target groups in Scotland; for RUK students for specific degree programmes; and for International students.
Scotland
Clearing will take place for SQA results day on Tuesday 7th August, a dedicated Clearing number is required to go live from 08:00 that day with 30 front line call handlers who will screen calls before transferring eligible applicants to College admissions staff.
A clearing call centre is therefore required on Tuesday 7th August. In addition targeted communications will be issued in advance after the SRMG meeting (to agree the number of places available) on Friday 3rd August.
A level / International
As part of the wider rUK and Overseas Clearing & Adjustment process the University will be operating Clearing for A level results starting at 07:00 on Thursday 16th August. SRMG will meet on the afternoon of Wednesday 15th August to finalise the number of places and programmes available. Places are likely to be targeted to specific subject areas with capacity.
Programmes with vacancies and their entry requirements for A levels will go live on the University website from 17:00 on the 15th August. 30 front line call handlers will screen calls before transferring eligible applicants to College Admissions staff.
Scope
The scope includes the support and delivery of technical and telecommunication infrastructure to support clearing call centres on 7th August and 16th August. This includes; initial set up, testing, delivery, support and clear down. A Scottish Index of Multiple Deprivation (SIMD) checker for SRA Clearing (developed and used successfully last year) will be again rolled out within the scope of this project. An additional aspect within scope this year is a database / system to record and share information gathered across the team during Clearing days.
Project management support will be provided across the project.
Objectives (O) & Deliverables (D)
|
No. |
Description |
Priority (Moscow) |
Owner |
|
O1 |
Set up, operational maintenance and "tear down" of the telecommunications infrastructure and processes for handling inbound clearing calls. |
M |
ITI Communications Infrastructure |
| D1 |
Designed, Tested and Implemented Telephony and Technical Solution with the following:
|
ITI Communications Infrastructure | |
| O2 | SIMD checker aligned to Clearing to provide potential applicants and staff within call centre a simple way to check if applicant meet required criteria within Scottish Clearing. | S | SSU |
| D2 | Online SIMD checker established within UoE site | SSP / SRU | |
|
O3 |
Central and College Admissions areas are fully equipped and ready for handling inbound clearing calls to ensure prospective students have a smooth experience through Clearing process |
M |
SRU / Colleges |
| D3 |
Support for SRU team to deliver project including Project Management support and SharePoint site |
IS | |
| D4 |
Clearing Call Centre and processes for Scottish and A Level / International clearing. This will provide:
|
SRU / Colleges | |
| D5 |
Operations team for dealing with inbound calls with the following:
|
SRU | |
|
O4 |
Technical support in place during window when clearing calls will come in. (aligned to D1 and D2) |
M |
ITI Communications Infrastructure |
| D6 | Technical support for SRA and A Level / International clearing including on site communication and desktop support team for operational window and robust contingency arrangements | ITI Communications Infrastructure | |
| O5 | System and process to record and share information gathered across the team on the day - NEW for 2018 |
S |
IS / SRU |
| D7 | Technical solution to record and share information across first and second line call handling | IS / SRU | |
| O6 | Clearing Preparation Pack consisting of an information pack developed for use if Clearing project required in future years. |
M |
|
| D8 | Development of information pack within 2018 SharePoint site |
|
IS / SRU |
Benefits
- The execution of the project will mean that UoE is well positioned to deal with Clearing which has subsequent financial and institutional benefits.
- The administrative burden of handling clearing students will also be reduced which will improve efficiency in affected administrative areas.
- Prospective students applying through clearing will have had a smooth experience that will enhance the institutions reputation.
Project Milestones
Target Date |
Previous Date | Title | Stage | Complete | |
|---|---|---|---|---|---|
| 22-Jun-2018 | No date available | End of Planning | Plan | No | |
| 22-Jun-2018 | No date available | Location / Room - Sign Off | Execute | No | |
| 22-Jun-2018 | No date available | Information Pack - Sign Off | Accept | No | |
| 22-Jun-2018 | No date available | Telephony Network - Sign Off | Execute | No | |
| 29-Jun-2018 | No date available | Call Center Staff Recruited | Accept | No | |
| 10-Jul-2018 | No date available | Scripts and Call Flow Sign Off | Accept | No | |
| 13-Jul-2018 | No date available | UAT Sign Off for SIMD Check Tool to University Web Site (For Prospective Applicants) | Accept | No | |
| 27-Jul-2018 | No date available | Deploy SIMD Check Tool to University Web Site (For Prospective Applicants) | Accept | No | |
| 27-Jul-2018 | No date available | Staff Communications Issued | Deliver | No | |
| 01-Aug-2018 | No date available | Telephony Set Up | Deliver | No | |
| 01-Aug-2018 | No date available | Telephony Testing | Accept | No | |
| 03-Aug-2018 | No date available | Readiness for Scottish Clearing Sign Off | Accept | No | |
| 03-Aug-2018 | No date available | Scottish Clearing Training Complete | Deliver | No | |
| 06-Aug-2018 | No date available | A level / International Training Completed | Deliver | No | |
| 07-Aug-2018 | No date available | UCAS Clearing - Scotland | Deliver | No | |
| 10-Aug-2018 | No date available | SIMD checker taken off website | Deliver | No | |
| 13-Aug-2018 | No date available | Readiness for A Level / International Clearing Sign Off | Accept | No | |
| 16-Aug-2018 | No date available | UCAS Clearing rUK | Deliver | No | |
| 20-Aug-2018 | No date available | Remove Clearing Infrastrucre | Deliver | No | |
| 31-Aug-2018 | No date available | Debrief / Closure Meeting | Close | No | |
| 14-Sep-2018 | No date available | Closure | Close | No |