Our commitment to transforming Student Services

Our vision: To deliver a world-class offer that is differentiated, personalised, holistic, and continuously improving.

Your voice as a student matters

Your feedback plays a vital role in helping us improve our services. That's why we’ve embedded a Student Voice program to inform the end-to-end design of the Student Services Transformation Program.

It aims to:

  • Generate a practice of student research and co-design across the program
  • Increase the consistency of design research
  • Improve student experience with participation in design research.

Here’s what you’ve told us

  • Applying for a course can be difficult: Application response times are slower than other universities and it’s difficult to track where an application is at.
  • Accessing services can be challenging: Services are not always available when you want them. If they are available, it’s often not through your preferred channels.
  • Our platforms and websites are confusing: It’s difficult to navigate between all the different platforms and websites, and to know the purpose of each one.
  • Long wait times at Stop 1: During peak times, waits for appointments at Stop 1 can be frustratingly long.
  • Not enough personalised support: We don’t always understand you and your individual circumstances and goals as much as you’d like us to.
  • It’s difficult to track the progress of enquiries: You're unsure about where your questions are being managed and how long they might take to get resolved.
  • Applying for Special consideration can be difficult: There are inconsistent practices and slow turnaround times.

How we are transforming student services

More flexible access, faster responses

We’re making it easier than ever for you to access services where and when you want to. With simplified processes, better progress tracking, and improved channels, you’ll have more control over how you contact Stop 1 and will receive faster responses to your enquiries.

Better systems, less administration

We’re upgrading many of our platforms and systems so you can spend less time on administration and more time on your studies. With these changes, you’ll find it easier to get things done online, freeing you up to focus on your goals and interests.

More personalised support

We’re rethinking how we provide support so it’s more tailored to you. By combining smarter systems with a more personalised approach, we’ll be better equipped to understand your unique needs and offer the help that works best for you.

Phone wait times are shorter

Phone wait times for both current and future Student Enquiries (13MELB) have reduced significantly compared to the same time last year.

78%

reduction in wait times for current students

45%

reduction in wait times for future students

62%

reduction in call abandonment rates

The average wait time for current students in 2023 was 2:30 minutes, compared to 33 seconds in 2024. The average wait time for future students in 2023 was 4:33 minutes, compared to 2:35 minutes in 2024.

  • Improving student platforms

    We are designing better systems for students to help you manage your enrolment. We've started the design and build of an admissions application portal and are working with students and staff to make sure we get it right. You’ll hear more about this through 2025.

    The process of applying for admission to graduate research can take time. We are designing a streamlined and standardised Graduate Research Admissions process across faculties and once its launched, you’ll experience a smoother and faster application process.

  • Supporting students who need special consideration

    Special consideration is an important support mechanism that you can access if you’ve been impacted by short-term challenges that have made it difficult for you to complete assessments. We are developing a system that brings together and simplifies complicated and conflicting processes to make it easier for you to apply for extensions and Special consideration. We have also developed a framework that will help all faculties to apply Special consideration in a fair and equitable way.

    You’ll also find that turnaround times for special consideration applications are faster, having been reduced from an average of six business days to four.

  • Piloting a chat channel for Stop 1

    We have heard you want access to more channels more of the time. In response to your feedback, we have piloted a chat channel for certain enquiries at Stop 1. Since the pilot began, it’s been well received by students, with a 4.8 out of 5 aggregate satisfaction rating and up to 43% of enquiries coming through Chat. This is just the beginning, and it’s a crucial step towards introducing even more advanced solutions, including an AI bot and other enhancements that will make getting the support you need even easier. Long term, we hope to roll Chat out more broadly as a channel you can utilise for the majority of Stop 1 enquiries.

  • Improving Student Equity and Disability Services (SEDS)

    A review of Student Equity and Disability Services (SEDS) undertaken in 2023 looked at how well our registration and support services meet student needs. Based on the findings, we’re now putting solutions into place, with a focus on co-design and collaboration, and a commitment to honouring the experiences of students with lived experience of disability. As well as optimising how we deliver this service, we are also investing in technology to make the process simpler and easier for you.

  • Improving digital content and channels

    We’re aiming to create a more seamless digital experience to help you get the support you need quickly and easily, before seeking further assistance. We’re working to refine your experience of the Student Portal (my.unimelb) and improving the current student website so that the information is consistent, easy to find and clear. We are also trying to reduce the time you take to submit enquiries online without unnecessary steps.