Results of performance against standards, February 202

MacInnes, Kirsty

edShare@GCU (Glasgow Caledonian University)

Student Enquiries, Advice and Events Department Performance Standards  Service Measure Target Result Method Comments Email enquiries to the Campus Life Desk We will supply an initial response to emails sent to: studentsupport@gcu.ac.uk within 3 working days 95% Feb 2021 100% March 2022 100% March 2023 100% Sample week  The Campus Life Desk Helpline Our service desk will be staffed as advertised, excluding planned closures. 100% Feb 2021 100% March 2022 100% March 2023 100% Sample week  Student Funding Applications Users will receive a response within 3 weeks of applying 95% Feb 2021 98% March 2022 99% March 2023 100% Sample week  Digital Inclusion Applications Users will receive a response within 3 weeks of the closing deadline 95% Feb 2021 100% March 2022 100% March 2023 96% Sample week  Scholarship Applications Users will receive a response within 3 weeks of the closing deadline 95% Feb 2021 100% March 2022 100% March 2023 100% Sample week  US Federal Loan Applications Users will receive a response within 3 weeks of applying 95% Feb 2021 100% March 2022 100% March 2023 100% Sample week  Emails to the Funding Team We will supply an initial response to emails sent to: funding@gcu.ac.uk; scholarships@gcu.ac.uk;  usfederalloanadmin@gcu.ac.uk;  digitalinclusion@gcu.ac.uk  within 5 working days 95% Feb 2021 97% March 2022 98% March 2023 99% Sample week  Service Measure Target Result Method Comments Increase awareness of the Funding Team Monitor application and user stats 10% Feb 2021 37% March 2022 39% March 2023 30% Annual application levels  Global Buddies Feedback will be positive 90% Feb 2021 100% March 2022 100% March 2023 100% Annual statistics  Increased downloads on Induction App Monitor downloads on app 10% Feb 2021 19% March 2022 -23%         March 2023 26% Annual App downloads  2022: Decrease expected, as downloads from previous year were extremely high due to a full online delivery as a result of the COVID-19 pandemic  2023: Increase expected, due to increased volume of PGT students Increased engagement on Induction App Monitor engagement on app 10% Feb 2021 10% March 2022 36% March 2023 58% Annual guide sessions per users  Email enquiries to the Accommodation Support Mailbox We will supply an initial response to emails sent to: accommodation.support@gcu.ac.uk within 3 working days  100% Feb 2021 100% March 2022 100% March 2023 100% Sample week   

Student Enquiries, Advice and Events Performance Standards

https://edshare.gcu.ac.uk/10042/9/SEAE%20Service%20Standards%20Peformance%202023.pdf

Student Enquiries, Advice and Events Performance Standards

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