Making the system do the work - streamlining document requests and keeping the customer in control

Presenter: Sharon Horan

Institution: University of Wolverhampton

Processing documents requests from graduates used to be a labour intensive process; however utilising the systems at our disposal revolutionised this. New staff in the department drove forward the changes, along with university wide initiatives, and a can do attitude from our systems team has allowed us to automate so much more than we first imagined.

Our initial aim was to replicate the amazon model to keep students (customers) up to date with the progress of their request thus reducing unnecessary calls and emails, freeing up staff to concentrate on other tasks but we have achieved so much more than that.

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