Academic Registry August 2020 KPI Report

August 2020 Academic Registry KPI Report

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


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


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


• 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


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



,

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

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45

2733

23

69

3033

59

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88

41

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168

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1420

8

52

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35

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15

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FIG 3: PGT - CoursesNo. of Applications and Average Processing Time



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


128

14

30

11

17

37

27

7

38

16

22

1713

21

5

12

78

39

11

3 3

20

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7 6

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1

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18

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20

30

40

50

60

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M

OBI

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PHAR

PHYS

PSYC

PYSC

STAT

SURG

SWSP

FIG 5: PGR DisciplineNo. of Applications and Average Processing Time


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

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18

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urge

ry

FIG 6: PGR - CoursesNo. of Applications and Average Processing Time


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


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


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


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


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


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


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


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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Academic Registry August 2020 KPI Report

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