academic registry may 2020 kpi report
Post on 21-Dec-2021
1 Views
Preview:
TRANSCRIPT
2 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Executive Overview
Hello and welcome to the KPI report for the month of May 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.
May is the second full month 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 solely through our email query system, work is ongoing on identifying how a phone system can be integrated into staff home environment.
Following the opening of the 2020/21 academic year application cycle on October 1st, 2019 there have been 958 non-EU full-time UG degree applications received so far, with an average processing time of 6 working days for complete applications this month.
In respect of PGT and PGR applications, 675 and 56 applications respectively were processed to decision within the period, with an average processing time of 37 and 29 working days, respectively.
Five hundred and forty nine (549) EFT payments were made to students in the period with an average processing time of 4 working days which is within our 7-day SLA. The total value of all transactions during April was €240,281.85.
First line support services volumes this month 6,175 email/portal queries received, 93% of which were resolved within 4 working days. As mentioned previously the Service team have been working from home since the 12th of March without access to phone systems or the physical site, stats for these service channels will be provided once our access has been reinstated securely.
Also included is a dashboard of all Student Cases, both undergraduate and postgraduate.
Leona Coady Director Academic Registry
June 2020
3 | P a g e Academic Registry KPI Report (May 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 Page 4
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 5
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 16
4 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Applications & Admissions Non-EU Full Degree Undergraduate Applications this month. Initial decision processing time – number of working days required to process a complete application and send an initial decision
KPI Target 10 Working Days Average processing time for May 2020 6 working days No. of applications received (1st October – 30th May) 958 No. of firm offers issued 346 No. of conditional offers issued (awaiting final examination results)
239
No. of unsuccessful applications 168 No. of incomplete applications Snapshot – 30th May
78
No. of withdrawn applications 51 No. of applications with additional assessment scheduled 10 No. of higher offers 63 No. of applications awaiting consideration by Academic Registry 3 No. of acceptances - Firm Offers 97 No. of acceptances - Conditional Offers 43 NOTE
Number of applications to Dental Science currently being processed: 46 with 5 conditional offers and 7 firm offers.
Number of applications to Medicine currently being processed: 325 with 43 conditional offers and 33 firm offers.
5 41
22 22
1
5 57
42 1
47
13
1
107 8
2
85
1
1077
31 1 1
31 2 1
3 2 1 2 1 1 14
1 1 1 1 2 13
10
5
10
15
20
25
FIG 1: Non-EU Full Degree UG - by CourseNo. of Applications and Average Processing Time
Average Working Days No. of applications
5 | P a g e Academic Registry KPI Report (May 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 May 2020 37 working
days 29 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
675 56 0
No. of firm offers issued in this period 145 17 0
No. of Met Conditions in this period 14 0 0
No. of conditional offers issued in this period awaiting documents from applicants
297 19 0
No. of unsuccessful decisions issued in this period 219 20 0
Total No. of incomplete applications as of 2nd June 2020 (INC = Incomplete)
118 0 0
Total No. of applications where additional assessment is scheduled and awaiting subsequent decision as of 2nd June, 2020 (AAS = Additional Assessment Scheduled)
233 0 0
NOTE The average KPI for PGT for May 2020 is 37 days The high average turnaround times were from delays in the assessment of the applications in the following schools:
Medicine Psychology Computer Science Engineering Nursing & Midwifery Histories & Humanities
Business English Creative Arts Languages, Literatures and Cultural Studies
Linguistic, Speech and Communication Sciences
Social Sciences and Philosophy
Natural Sciences Religion Law
The average KPI for PGR May 2020 is 29 days The high average turnaround times were from delays in the assessment of the applications in the following School
Business Social Sciences & Philosophy Physics Dental School Psychology Linguistic, Speech and Communication Sciences Engineering
6 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
NB: The Business School has been removed from this chart as they processed 172 applications in an average of 19 days.
NB: The Business School has been removed from this chart as they processed 172 applications in an average of 19 days.
61
44
36
2721
24
50
37
24
13
57
73
52
3124 21
43
1722 23 23
7
30
49 47
8
39
5
18
72 73
28
3
53
21
0
10
20
30
40
50
60
70
80
FIG 2: PGT - Faculty/SchoolNo. of Applications and Average Processing Time
Average Working Days No. of applications
4846
5054
75
37
20
63
26
33
70
44
29
47
11 11
34
40
57
2422
31
18
24
17
30
39
24
50
27
1
37
21
63
11
66
59
1715
913
2 3 2
18
70
30
8
20 21
7
36
23
3 25 3 4
1418
49
22
27
1
20
2
13 11
47
3 1
10
3 1 3 14 5
2 25
0
10
20
30
40
50
60
70
80
ANAT
BOTA
CLAS
CMED
COM
PCS
EECS
LSDR
AMEC
ON
ECU
MEM
SCEN
GLEU
RSFI
LMGE
OG
GWO
SHA
RTHI
SYIM
MU
LAW
SLC
OS
MAT
HM
EME
MW
IFN
MID
PHIL
PHYS
POLS
PSYC
PSYI
PTHY
PUHP
PYSC
RTHE
RUSS S12
S40
SOCS
STAT
SURG
SWSP
FIG 3: PGT - DisciplineNo. of Applications and Average Processing Time
Average Working Days No. of applications
7 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
38
1519
70
13
34
46
1420
1
39
16
63
50
1
11
20
31
1511
54
93
54
7272
52
1511
66
222528
70
21
1118
816
2722
14
39
55
1312
82
11
59
3731
9
29
57
21
125
5
30
2215
272124
312625
161712
2721
64
33
912
2428
58
39
121
14
59
30
16
71
48
3542
17
28
48
64
15
5562
94
12
4
29
5 4 3 3 1
106
2 1 2 1 38
2 4 3
13
24
6
26
2
12
15
1
27
19
2
36
3 6 4 5 2 4
25
1 1 1
24
4 4 3 410
2
16
3
18
10
1 1710
1
29
411
5 5
17
7
18
4
17
4 2 1 3 3 1 3
1413
1 1 2 2 2 28
1 17 5 5 2
12
2 26
20
20
40
60
80
100
120
140
FIG 4: PGT - CoursesNo. of Applications and Average Processing Time
Average Working Days No. of applications
8 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
75
7 9
31
14 13 9
35
9 7 9
2513
4733
45
186 10
17
187
13
69
4 7 1327
6 9
61
0
20
40
60
80
100
120
140
160
180
200
FIG 5: PGR - Faculty/ SchoolNo. of Applications and Average Processing Time
Average Working Days No. of applications
5
75
9
2531 30
713 9 9 14
2633
43
70
13
47
9 92
45
10 8 4
2518
4 5 1
17 14
60
9
30
187
9 8 40
20
40
60
80
100
120
140
160
180
200
FIG 6: PGR DisciplineNo. of Applications and Average Processing Time
9 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
33
13
5
75
25
31
9
30
7
139 9
14
26
34
4347
139
7
70
41 1
44
84
10
25
18
4 3 1
1713
1
9 9
15
47
30
0
10
20
30
40
50
60
70
80
FIG 7: PGR - CoursesNo. of Applications and Average Processing Time
10 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Applications & Admissions
Comparative Trend Data within the last two years
Red line on charts indicates SLA threshold
4 45
0 0
3
6 67
67
16
43
5
0 0
3 3 3 3 3
7 76
0
2
4
6
8
10
12
14
16
18
May
-18
Jun-
18
Jul-1
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
Aver
age
Wor
king
Day
s
FIG 8: Non-EU UG Full DegreeAverage Processing Time per Month
24
73
50
62
53
7
1316
2732
27
40
34
53
41
5046
11
1821
31 33 3135 37
0
10
20
30
40
50
60
70
80
May
-18
Jun-
18
Jul-1
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
Aver
age
Proc
essin
g Ti
me
FIG 9: PGTAverage Processing Time per Month
11 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
25
6
28 28 28
37
29
1922
49
2521
45
60
33
21 21
13
38
26 27
34
23
29 29
0
10
20
30
40
50
60
70M
ay-1
8
Jun-
18
Jul-1
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
Aver
age
Proc
essin
g Ti
me
FIG 10: PGRAverage Processing Time per Month
12 | P a g e Academic Registry KPI Report (May 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 4 days No. of Payment Requests 549 Payments unpaid 0 Total value of transactions in months €240,281.85
FIG 11: Payments made to StudentsPayments Made Within SLA
< 7 working days > 7 working days
257
40
193
1125 23
0 0 0 0 00
50
100
150
200
250
300
2 4 6 8 10 12 14 16 18 20 22
Freq
uenc
y
Working Days
FIG 12: Fees and PaymentsAverage Processing Time
13 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Fees and Payments Comparative Trend Data Red line on charts indicates SLA threshold
5 5
4 4
5
3
4
3
5
4 4
7
4 4
1 1
3 3
5 5 5
6 6
4 4
0
1
2
3
4
5
6
7
8
May
-18
Jun-
18
Jul-1
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
Aver
age
Proc
essin
g Ti
me
FIG 13: EFT PaymentsAverage Processing Time per Month
14 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Service AR Service Channel – Electronic Number of working days to resolve email queries & my.tcd.ie portal queries.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% less than 2 days % 2 to 4 days % more than 4 days
% o
f tic
kets
FIG 14: Number of days to resolve electronic enquiries
KPI Target 95% of enquiries resolved within 4 working days
Actual processing time for enquiries 93% of enquiries resolved within 4 working days
Enquiries resolved in less than 2 working days 5,108 Enquiries resolved in 2 to 4 working days 642 Enquiries resolved in more than 4 working days 425 Total number of enquiries resolved 6,175
15 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Service Comparative Trend Data
91%
62% 63% 63%
53%
72%
84% 84%
68%
75%
91% 90%93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% T
icke
ts R
esol
ved
with
in S
LA
FIG 15: AR Service (Electronic)Queries resolved within SLA
16 | P a g e Academic Registry KPI Report (May 2020) [Internal TCD Circulation Only]
Case Mgt. Dashboard UG and PG Case Mgt. MAY 2020 05/06/2020Prepared 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 May from Sept May from SeptMay 2020 88 37 26 37 22 - 210 Academic Appeals - 7 Admissions - Change of Fee Status 1 31 from Sept 2019 758 337 137 239 231 112 1,814 Court Of First Appeal Supps - 37 Admissions - Course Transfer - 18
Court Of First Appeal Annual - - Admissions - Deferral 4 108 1b. Length of Time Case Open (PG ) Exams - Absence NO permission 1 7 Admissions - Withdrawal Pre-Registration 1 46 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Exams - Absence with permission 1 20 Cert of fitness 1 37 May 2020 41 5 7 15 55 - 123 Exams - Absence Working Group 2 122 Change of Supervisor 17 123 from Sept 2019 1,094 115 51 67 131 121 1,579 Exams - Accommodations 2 65 Change of Supervisor and School - 3
Exams - Deferrals 156 451 Continuation Year 1 24 Fees - Medical Repeat 5 73 Course Transfer (Full to Part) 1 15
2a. Length of Time Case Awaiting Fees - Outstanding 1 3 Course Transfer (Master to Ph.D) 1 12 Processing (UG ) Foundation Scholarship - Deferrals - 11 Course Transfer (Ph.d to Master) - 8 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Foundation Scholarship - Intermit 2 106 Examination Deferral 11 82 May 2020 115 60 24 11 - - 210 Lift Exclusion - 8 Examination Request 1 7 from Sept 2019 865 427 160 174 187 1 1,814 Medical - Certificate of Fitness 2 36 Extension to Submit 44 321
Not Defined 12 94 Intermission of scholarship - 26 2b. Length of Time Case Awaiting NSRA - 5 Major Revision - 9 Processing (PG ) Off Books - Assessment (OBA) 1 147 Off Books (OBN) 23 197 Day Range --> 1 day 2 3 4-7 8-30 31+ TOTAL Off Books - In Good Standing (OBN) 1 42 Off Books Taking Assessment 1 20 May 2020 103 17 3 - - 123 Off Books - NOT In Good Standing - 17 Other 10 79 from Sept 2019 851 247 87 166 197 31 1,579 Off Books -Remain OBN 1 16 Progression undone - 203
Off Books -Remainder of current year 5 93 Readmission 1 59 3a. Number of UG cases in the pipeline Progression - Mark Change 3 19 Retro-registration - 5
Progression - Repeat Year 1 9 Withdrawal 5 122 Awaiting Board / Council decision Progression - Undone 5 141 Withdrawal with Exit Award - 24 Brought Forward file Re-admissions - - TOTAL 123 1,579 Court of First Appeal Withdrawal 8 268 Escalated to SL Withdrawal - Ordinary BA 1 17 Final Closure TOTAL 210 1,814 Incomplete documentation 5a. UG Open Cases by Type 5b. PG Open Cases by Type LoggedMedical Assessment GroupSchols - 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 fees
Grand total
May from Sept0 41 100 37
7 76104 1068
0 233 135 721 924 2085 399
420 1814
May from Sept1 2241 10265 14210 07 121 28 200 00 0
123 1579
15
1
92
1
4
1
2
2
1
1
1
1
0 20 40 60 80 100
Exams - Deferrals
Fees - Medical Repeat
Foundation Scholarship - Intermit
Lift Exclusion
Not Defined
OBA (Off Books with Assessment)
OBN -Remainder of current year
OBN (Off Books - In Good…
OBN (Off Books - NOT In Good…
Progression - Undone
Repeat year
Withdrawal
61
613
189
231
184
94
21
0 20 40 60 80 100
Admissions - DeferralChange of Supervisor
Continuation YearCourse Transfer (Full to Part)
Course Transfer (Master to Ph.D)Course Transfer (Ph.d to Master)
Extension to SubmitIntermission of Scholarship
Major RevisionOff Books (OBN)
Off Books Taking Assessment…Other
ReadmissionWithdrawal
Withdrawal with Exit Award
top related