Student Lifecycle Project – new mitigating circumstances process

02 Jul 2018

Staff and student feedback influence new mitigating circumstances process

When the Student Lifecycle Project (SLP) launched in 2016, successive feedback surveys were reviewed and workshops were held with students and staff. Both groups said we could improve parts of our mitigating circumstances process. 

Students told the SLP Team that they felt the application process was old fashioned and inaccessible, particularly for distance and off-campus students, and that applications weren’t managed consistently across the University.

Staff told us that cases were difficult to manage and track, often involving numerous emails, and that there was no single point of truth to store decisions.

During the ‘design and discovery’ stage of the SLP, colleagues from across our University collaborated to redesign our mitigating circumstances process. The new process will deliver a number of improvements which will make mitigating circumstances better for students and simpler for staff. 

This includes: digitising the application form; creating an area of My Manchester for students to track their applications; introducing sophisticated customer relationship management software so that staff can quickly and easily track and manage applications; and automating some communications to students.

The SLP team has designed an infographic which gives an overview of the new process.

• More information about the Student Lifecycle Project, including the hundreds of other improved processes it will deliver and information about the forthcoming ways of working stage can be found on the SLP website.