University of Surrey: Integrated Student Experience
The primary goal of the OneSurrey initiative was to enhance student and staff engagement while creating a more collaborative environment. The objectives included:
· Improved student experience: Ensuring students receive consistent support and services throughout their academic journey.
· Integration of services: Connecting academic, administrative, and extracurricular services for a more holistic experience.
· Support for digital transformation: Leveraging technology to improve communication and interaction, both for in-person and remote engagement.
· Building a sense of community: Strengthening the University’s identity and enhancing campus life through events, shared spaces, and activities that promote interaction between diverse groups.
The OneSurrey program consisted of multiple components:
· Digital Integration: Development of a unified digital platform that allows students, faculty, and staff to access a wide range of services and information in one place. This included the integration of academic resources, student portals, event calendars, and campus services such as IT, well-being support, and student societies.
· Cultural Integration: Focused on creating a more inclusive and supportive campus culture, addressing diversity, equity, and inclusion. This involved organizing workshops, support groups, and cultural events that fostered a welcoming environment for all.
· Physical Spaces: The redesign of physical spaces to reflect a more inclusive and community-focused atmosphere. This involved the renovation of student hubs, libraries, and social spaces to be more adaptable and conducive to collaboration.
While the initiative was well-intended, several challenges arose during its execution:
· Resistance to Change: Some staff and students were initially resistant to the changes, particularly with the digital transformation. This was addressed through training, awareness campaigns, and involvement in the process from the outset.
· Integration of Diverse Systems: The University faced difficulty integrating multiple pre-existing platforms and services into a single cohesive system, particularly when dealing with legacy systems in administrative departments.
· Sustainability: Maintaining the momentum of the initiative and ensuring that the new systems and changes remained effective in the long term posed a challenge, especially as the academic calendar fluctuated.
The OneSurrey initiative has yielded several positive outcomes:
· Enhanced Student Engagement: By providing a more connected campus experience, students were able to access resources, connect with peers, and participate in events more easily. The sense of belonging among students increased, with more participation in extracurricular activities and support services. This was reflected in an improved C-sat score from 2.5 to 4.2 on a 5-point scale
· Streamlined Services: Administrative services were more efficient due to the digital integration, allowing students and staff to perform tasks such as enrolment, course management, and access to academic resources with greater ease. This lead to improved SLA achievement from 72% to 93%
· Improved Campus Culture: The initiative contributed to a more inclusive and open campus environment, where diverse voices and experiences were celebrated. There was a marked increase in cross-disciplinary collaborations and social events.
· Increased Staff Collaboration: The focus on cultural integration and community-building led to better communication and teamwork among staff, creating a more supportive and collaborative work environment.
· Focus on Well-being: Continuing to develop initiatives that support mental health and well-being, recognizing the growing importance of this aspect in the academic environment.
This case study of OneSurrey highlights the importance of integrating technology, culture, and community within a university setting. It showcases the potential for universities to create more unified and inclusive experiences for their students, staff, and external partners while addressing the challenges that come with such large-scale change.