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UniHelp Desk

UniHelp Desk LibGuide 2018/19

UHD organisational Priorities 2019/20


  • Capture more data at the first point of contact by increasing the number of QTs produced at the front line (as opposed to VQTs) and
  • Capture the level of first contact resolution (FCR) through sampling
  • Capture the level of failure demand through sampling
  • Offer a deeper triage (Wellbeing and Finance) at the front line to reduce escalation in response to the evolving needs of the Institution.
  • Begin a trial to move some of the “back office” UHD Advisors activity out of the SG05 back office and onto the front desks at the UHD.  Limited back office hot desks to be retained for confidential or in-depth tasks.
  • Explore with stakeholders the creation of an enquiry resolution collaborative “team” made up of 2nd level services and situated in the back office (SG05) with a view to improving flow efficiency. The UHD Advisor team will then offer triage to all 2nd level functions.
  • Collaborate in identifying the levels of student engagement with UHD, identifying ways in which that engagement can be increased with specific groups.