academic registry august 2020 kpi report
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2 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Executive Overview
Hello and welcome to the KPI report for the month of August 2020. The key operational processes covered in this report relate to non-EU full degree undergraduate admissions, postgraduate applications, (EFT) payments to students and first line support activities and student cases.
It is noted that UG full time degree application activity (which is complete for 2020/21), is not available for this report and the 2021/22 admissions cycle will open on November 1, 2020.
August sees a further continuation of work offsite in the AR, following the government announcement on Thursday the 12th of March that all universities and schools including Trinity College were to close. Our Service Desk team continue to provide support through our email query system and telephone support channel which staff man from home. We are still operating without our physical Service Desk in the Watts Building on campus.
In respect of PGT and PGR applications, 938 and 92 applications respectively were processed to decision within the period, with an average processing time of 34 and 24 working days, respectively. The Business School again are worth noting from a PGT perspective as they processed 218 applications in an average of 29 days.
One hundred and ninety two (192) EFT payments were made to students in the period with an average processing time of 2 working days which is well within our 7-day SLA. The total value of all transactions during August was €174,604.93.
First line support services volumes this month 10,087 email/portal queries received, 41% of which were resolved within 4 working days. Calls received through the newly functional call in service reached 2,077 this month , with an average wait tome of 81 seconds.
Also included is a dashboard of all Student Cases, both undergraduate and postgraduate.
Jennifer Pepper Acting Director Academic Registry
September 2020
3 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
KPIs Measured to Date
Process Area KPI Measure KPI Target Diagrams Applications & Admissions Non-EU Full Degree Student Admissions
Initial decision processing time – number of working days required to process complete application and send an initial decision.
10 working days N/A
Applications & Admissions Postgraduate Admissions
First decision processing time - number of working days required to process a complete application and send a first decision.
ROLLING ASSESSMENT: 20 working days (School:10 days; AR: 10 days) BLOCK ASSESSEMENT: 20 working days (School: 10 days after closing date; AR: 10 days) NON-EU: 10 working day from date application received.
Page 4
Fees & Payments Electronic Funds Transfer (EFT) payment processing time
Number of days required to process student payment requests.
7 working days Page 12
Service AR Service Channel – Electronic
Number of working days to resolve email queries & my.tcd.ie portal queries.
100% of queries resolved in 4 working days
Page 14
Student Cases Dashboard
Statistics and KPI’s relating to UG and PG Student Cases
N/A Page 17
4 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Applications & Admissions
Postgraduate Admissions this month.
Initial decision processing time – number of working days required to process an application and send an initial decision
KPI Target
PGT PGR PGV 20 working
days 20 working
days 20 working days
Average processing time for August 2020 34 working
days 24 working
days 0 working days
Decisions made and communicated in this period All applications outlined here for PGT and PGR were assessed on a rolling basis
938 92 0
No. of firm offers issued in this period 330 61 0
No. of Met Conditions in this period 70 6 0
No. of conditional offers issued in this period awaiting documents from applicants
394 21 0
No. of Waiting List issued in this period 0 0
No. of unsuccessful decisions issued in this period 144 4 0
Total No. of incomplete applications as of 2nd September 2020 (INC = Incomplete)
91 0 0
NOTE The average KPI for PGT for August 2020 is 34 days The high average turnaround times were from delays in the assessment of the applications from the following schools -
• Nursing and Midwifery • Computer Science and Statistics • Medicine • Business • Engineering • Psychology • Social Sciences and Philosophy • Religions • History and Humanities • Creative Arts • English • Law • Social Work and Social Policy • Pharmacy and Pharmaceutical Sciences • Language, Literatures and Cultural Studies
5 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
• Linguistics, Speech and Communication Studies • Biochemistry and Immunology • Natural Sciences • Physics
The average KPI for PGR August 2020 is 24 days
The high average turnaround times were from delays in the assessment of the applications from the following School –
• Physics • Mathematics • Engineering • Natural Sciences • Pharmacy & Pharmaceutical Sciences • History and Humanities • English • Medicine • Dental Science • Nursing and Midwifery • Chemistry • Natural Sciences
6 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
NB: The Business School has been removed from this chart as they processed 218 applications in an average of 29 days.
NB: The Business School has been removed from this chart as they processed 218 applications in an average of 29 days.
34
89
53
20 19
3443
22
36
24
50
74
29 27 23 1924
3030
4
199
15
2738
44
32
9 8
100 100
4
18
3
128 130
0
20
40
60
80
100
120
140
FIG 1: PGT - Faculty/SchoolNo. of Applications and Average Processing Time
Average Working Days No. of applications
8
2941
26
110
25
4432
2433
89
23 20 21 22
56
28
50
34
1927
88
112
30
165
2228 32
43
20 16
49
1913 16
27 2821
1524
2 4 2
63 59
90
185
36
4 4 511 14
1
168 8
2715
4 6 1 2
128
113
7
22
38
915
4 3 8 4 3 4
41
4 9
0
20
40
60
80
100
120
140
160
180
FIG 2: PGT - DisciplineNo. of Applications and Average Processing Time
Average Working Days No. of applications
7 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
,
1626
142219
137
2429
9
23
1
31
1019
100
111411
41
161820
72
16
60
173
125
102
16
155
112
34
172014
2233
3
3233
1924212425
40
8
27201620
66
1522
27
4937
45
2733
23
69
3033
59
192832
88
41
2632
3933
1525
171914
168
1730
37
24151612
28
1
2222
48
19711
20
66
20
53
36
5667
77
46
30
15111116
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3037
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88
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313842
282123
1420
8
52
21
35
51
15
0
20
40
60
80
100
120
140
160
180
200
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FIG 3: PGT - CoursesNo. of Applications and Average Processing Time
Average Working Days No. of applications
8 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
8
2721
1712
611
6
14 15
38
4
78
3328
20
10
2225
62
61 1
51
6 7 5 73 1
4
18
2
13
1 3
0
10
20
30
40
50
60
70
80
90
FIG 4: PGR - Faculty/ SchoolNo. of Applications and Average Processing Time
Average Working Days No. of applications
128
14
30
11
17
37
27
7
38
16
22
1713
21
5
12
78
39
11
3 3
20
25
17
6
28
7 6
11
1
6 7
25 4
1 2 13
1 1 1 2 25
1 1
6
1 2 2 2 3 35
18
1 2 10
10
20
30
40
50
60
70
80
90
BIO
C
BUSI
CHEM
CLAS
CMED
COM
P
EEEN
ENGL
GEN
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GEO
G
GEO
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GNU
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GRM
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LAW
S
MAT
H
MEM
E
MGE
R
MIC
R
MIM
M
OBI
O
PHAR
PHYS
PSYC
PYSC
STAT
SURG
SWSP
FIG 5: PGR DisciplineNo. of Applications and Average Processing Time
9 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
15
28
11
39
21
128
14
30
1117
37
25
7
38
16 1721
13
412
78
39
113
22 25 27 28
17
6 7 61 1 1 1 1 1
6 72 5 4 1 1 1 2 1 1 2 2
71 1
61 2 1 1 2
18
3 51 2
0
10
20
30
40
50
60
70
80
90
Dent
al S
urge
ry (D
enta
l Pub
lic H
ealth
)M
Litt
in E
nglis
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urge
ry
FIG 6: PGR - CoursesNo. of Applications and Average Processing Time
10 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Applications & Admissions
Comparative Trend Data within the last two years
Red line on charts indicates SLA threshold
0 0
3
6 67
67
16
43
5
0 0
3 3 3 3 3
7 76
4 4
00
2
4
6
8
10
12
14
16
18
Aug-
18
Sep-
18
Oct
-18
Nov
-18
Dec-
18
Jan-
19
Feb-
19
Mar
-19
Apr-
19
May
-19
Jun-
19
Jul-1
9
Aug-
19
Sep-
19
Oct
-19
Nov
-19
Dec-
19
Jan-
20
Feb-
20
Mar
-20
Apr-
20
May
-20
Jun-
20
Jul-2
0
Aug-
20
Aver
age
Wor
king
Day
s
FIG 7: Non-EU UG Full DegreeAverage Processing Time per Month
62
53
7
1316
2732
27
40
34
53
41
5046
11
1821
31 33 3135 37
29
43
34
0
10
20
30
40
50
60
70
Aug-
18
Sep-
18
Oct
-18
Nov
-18
Dec-
18
Jan-
19
Feb-
19
Mar
-19
Apr-
19
May
-19
Jun-
19
Jul-1
9
Aug-
19
Sep-
19
Oct
-19
Nov
-19
Dec-
19
Jan-
20
Feb-
20
Mar
-20
Apr-
20
May
-20
Jun-
20
Jul-2
0
Aug-
20
Aver
age
Proc
essin
g Ti
me
FIG 8: PGTAverage Processing Time per Month
11 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
28 28
37
29
1922
49
2521
45
60
33
21 21
13
38
26 27
34
23
29 2925 26
24
0
10
20
30
40
50
60
70Au
g-18
Sep-
18
Oct
-18
Nov
-18
Dec-
18
Jan-
19
Feb-
19
Mar
-19
Apr-
19
May
-19
Jun-
19
Jul-1
9
Aug-
19
Sep-
19
Oct
-19
Nov
-19
Dec-
19
Jan-
20
Feb-
20
Mar
-20
Apr-
20
May
-20
Jun-
20
Jul-2
0
Aug-
20
Aver
age
Proc
essin
g Ti
me
FIG 9: PGRAverage Processing Time per Month
12 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Fees and Payments
Payment Processing Time this month.
Number of working days required to process EFT (Electronic Fund Transfer) payments Red line on charts indicates SLA threshold
KPI Target 7 working days Average processing time for payment requests 2 days No. of Payment Requests 192 Payments unpaid 0 Total value of transactions in months €174,604.93
FIG 10: Payments made to StudentsPayments Made Within SLA
< 7 working days > 7 working days
146
0
40
3 2 0 0 0 0 10
20
40
60
80
100
120
140
160
2 4 6 8 10 12 14 16 18 20
Freq
uenc
y
Working Days
FIG 10: Fees and PaymentsAverage Processing Time
13 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Fees and Payments Comparative Trend Data Red line on charts indicates SLA threshold
4
5
3
4
3
5
4 4
7
4 4
1 1
3 3
5 5 5
6 6
4 4 4 4
2
0
1
2
3
4
5
6
7
8
Aug-
18
Sep-
18
Oct
-18
Nov
-18
Dec-
18
Jan-
19
Feb-
19
Mar
-19
Apr-
19
May
-19
Jun-
19
Jul-1
9
Aug-
19
Sep-
19
Oct
-19
Nov
-19
Dec-
19
Jan-
20
Feb-
20
Mar
-20
Apr-
20
May
-20
Jun-
20
Jul-2
0
Aug-
20
Aver
age
Proc
essin
g Ti
me
FIG 11: EFT PaymentsAverage Processing Time per Month
14 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Service AR Service Channel – Electronic Number of working days to resolve email queries & my.tcd.ie portal queries.
32%
9%
59%
0%
10%
20%
30%
40%
50%
60%
70%
% o
f tic
kets
FIG 12: Number of days to resolve enquiries
% less than 2 days % 2 to 4 days % more than 2 days
KPI Target 95% of enquiries resolved within 4 working days
Actual processing time for enquiries 41% of enquiries resolved within 4 working days
Enquiries resolved in less than 2 working days 3,275 Enquiries resolved in 2 to 4 working days 881 Enquiries resolved in more than 4 working days 5,931 Total number of enquiries resolved 10,087
15 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Service AR Service Channel – Telephone Queue time for calls to the AR Service Desk & other AR telephone channels. Red line on charts indicates SLA threshold
0
50
100
150
200
250
300
Students Staff
Seco
nds
FIG 13: Average Phone Queue Time
KPI Target 150 seconds
Actual Average Waiting Time Students 81 seconds Staff 242 seconds
Overall 81 seconds Total number of calls handled in month
2,077
16 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Service Comparative Trend Data
63%
53%
72%
84% 84%
68%
75%
91% 90%93% 91%
88%
41%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% T
icke
ts R
esol
ved
with
in S
LA
FIG 14: AR Service (Electronic)Queries resolved within SLA
60 6077
205
97
4940 36
60
22 17
51
81
0
50
100
150
200
250
Seco
nds
FIG 15: AR Service (Telephone)Average Queue Time per Month
17 | P a g e Academic Registry KPI Report (August 2020) [Internal TCD Circulation Only]
Case Mgt. Dashboard UG and PG Case Mgt. AUGUST 2020 11/11//2020Prepared by Records and Case Mgt. Lead
1a. Length of Time Case Open (UG ) 4a. Number of UG Cases Logged per type 4b. Number of PG cases Logged per type Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL August from Sept August from SeptAugust 2020 87 22 11 19 43 6 188 Academic Appeals 1 8 Admissions - Change of Fee Status 5 36 from Sept 2019 1,198 501 184 387 318 134 2,722 Court Of First Appeal Supps - 37 Admissions - Course Transfer 8 32
Court Of First Appeal Annual - 2 Admissions - Deferral 60 184 1b. Length of Time Case Open (PG ) Exams - Absence NO permission 2 15 Admissions - Withdrawal Pre-Registration 125 173 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Exams - Absence with permission - 20 Cert of fitness 8 55 August 2020 257 38 4 10 24 27 360 Exams - Absence Working Group - 122 Change of Supervisor 5 145 from Sept 2019 1,461 208 58 87 143 355 2,312 Exams - Accommodations - 67 Change of Supervisor and School - 3
Exams - Deferrals 5 485 Continuation Year - 27 Fees - Medical Repeat 8 92 Course Transfer (Full to Part) - 15
2a. Length of Time Case Awaiting Fees - Outstanding - 3 Course Transfer (Master to Ph.D) - 13 Processing (UG ) Foundation Scholarship - Deferrals - 11 Course Transfer (Ph.d to Master) 2 13 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Foundation Scholarship - Intermit 2 111 Examination Deferral 2 90 August 2020 125 29 3 7 23 1 188 Lift Exclusion 3 17 Examination Request - 7 from Sept 2019 1,516 614 188 191 211 2 2,722 Medical - Certificate of Fitness 27 99 Extension to Submit 95 585
Not Defined 7 127 Intermission of scholarship 1 27 2b. Length of Time Case Awaiting NSRA - 6 Major Revision - 17 Processing (PG ) Off Books - Assessment (OBA) 7 162 Off Books (OBN) 27 263 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Off Books - In Good Standing (OBN) 11 69 Off Books Taking Assessment - 24 August 2020 293 34 8 19 6 - 360 Off Books - NOT In Good Standing 4 29 Other 3 92 from Sept 2019 1,400 344 98 220 219 31 2,312 Off Books -Remain OBN 6 23 Progression undone 7 272
Off Books -Remainder of current year - 93 Readmission 1 68 3a. Number of UG cases in the pipeline Progression - Mark Change 2 111 Retro-registration - 5
Progression - Repeat Year 3 13 Withdrawal 9 137 Awaiting Board / Council decision Progression - Undone 53 445 Withdrawal with Exit Award 2 29 Brought Forward file Re-sits under COVID-19 regulations 1 198 TOTAL 360 2,312 Court of First Appeal Study online 27 27 Escalated to SL Withdrawal 13 302 Final Closure Withdrawal - Ordinary BA 6 28 Incomplete documentation TOTAL 188 2,722 Logged 5b. PG Open Cases by Type Medical Assessment Group 5a. UG Open Cases by TypeSchols - awaiting Board decisionSeeking ClarificationSent for CommentGrand total
3b. Number of PG cases in the pipeline
Awaiting Dean's decisionBrought Forward FileClosedDecision CommunicatedLoggedOutstanding documentationSent for Commentto be processed by BSP to be processed by feesGrand total
August from Sept0 311 490 37
8 293112 1577
4 330 1417 1330 920 2136 470
188 2722
August from Sept2 58 61
343 22150 05 70 22 200 20 0
360 2312
42
17
64
2011
143
2
0 5 10 15 20 25
Exams - Absence NO permission…Exams - Deferrals
Fees - Medical RepeatLift Exclusion
Medical - Certificate of FitnessNot Defined
OBA (Off Books with Assessment)OBN - Remain Off-Books
OBN -Remainder of current yearOBN (Off Books - In Good…
OBN (Off Books - NOT In Good…Progression - Mark Change
112
121
825
1135
34
4679
133
0 20 40 60 80 100 120 140 160
Admissions - Course TransferAdmissions - Deferral
Admissions - Withdrawal Pre-…Cert of fitness
Change of SupervisorContinuation Year
Course Transfer (Master to Ph.D)Course Transfer (Ph.d to Master)
Examination DeferralExtension to Submit
Intermission of ScholarshipMajor Revision
Off Books (OBN)Off Books Taking Assessment (OBA)
OtherReadmissionWithdrawal
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