The University of Hull picked up an Outstanding Administrative Services Team trophy at this year’s Times Higher Education Leadership and Management Awards (THELMAS).
The THELMAs, now in their ninth year, recognise outstanding work across the professional services and administration of the UK’s world-leading higher education institutions.
Judges said the team embodied the ideals for best practice in sector registry teams by offering outstanding services while remaining cost effective.
At the heart of Hull’s entry was the creation of its AskHU central administration service. Before the establishment of AskHU, Hull students had numerous points of access to student services. For example, teams covering finance, registry, immigration, accommodation and health and well-being each had their own area in the students’ union building – an inefficient set-up that students found time-consuming.
AskHU pulled all these services together to make a single point of access for students. It also supported staff by introducing a buddy system, which allowed people to shadow others to learn how to help with questions on unfamiliar areas.
The new system includes a bespoke appointment management system, and better and more varied methods of engagement with students.
The change has proved so successful that Hull’s careers and study abroad teams have been incorporated into the service, allowing the university to pool financial resources and cut costs.
The Judging panel said:
"The AskHU central administration service epitomises best practice in the sector’s approach to one-stop shops for student support, including a buddy system for staff support and an appointment manager booking system for students.
"Not only has the new service received a 96 per cent satisfaction score, but it has saved the University money, too."