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Our Approach to Service Delivery

We aim to meet the requirements of our stake-holders, by regularly seeking to establish and understand their needs and by seeking their views on the quality of our services, through informal processes (eg meetings with key stakeholders and focus groups) and more formal mechanisms (staff and student surveys). Staff within the Student Records team are linked to specific Schools in order to facilitate good communications, a deeper understanding of the provision in each School and more customer-focussed delivery of services. Senior Registry staff serve on School Boards, as a means to engage and assist with the development of academic processes within Schools and to improve communication with our academic colleagues thereby developing a mutual appreciation of the issues and pressures we face.

We aim to provide a high quality and professional service for our stakeholders and expect staff to be approachable, courteous, well-informed about current matters and future developments, to act with integrity and honesty, and to provide accurate and timely information. Staff are encouraged to appreciate that individual interactions with service users are likely to impact on their views of the University as a whole and their long term relationship with/attitude towards Aston (as well as potentially affecting the views of their family and friends for many years).

Student-related administration is subject to significant peaks in workload, which is managed by use of temporary staff and multi-skilling permanent staff so that they are in a position to help colleagues in other teams during peak periods.  All Registry staff are expected to be flexible in approach, and to be prepared to work closely with colleagues throughout the department to ensure that peaks in workload are covered and that services are provided smoothly and efficiently.

We seek to continuously improve services and efficiency, particularly through the use of appropriate technologies. We encourage a team working approach, valuing open communication and all constructive contributions, and respecting all participants as individuals. Staff are encouraged to recognise and to take account of individual needs, whilst appreciating that these occur within the context of the wider University community, in which fairness to all and the maintenance of standards and protection of Aston's reputation are also very important. Staff contributions to the achievement of University and Registry objectives and their achievements in providing excellent/improved service are recognised through a performance-related pay scheme.

 

Employable Graduates; Exploitable Research