Higher education institutions have many services designed to support students to succeed and to achieve their academic aspirations. Having a ‘one-stop shop’ rather than multiple channels for different services simplifies and clarifies the routes for students to access these services.
Purpose
A One-stop Shop model, established through the use of technology and cross training of staff, provides students with a single place (physical location and online) where they can seek advice and guidance on any topic and receive prompt guidance or referral to specialist support if needed. Research carried out by a university in the UK showed that 85% of student support enquiries could be resolved by staff with general knowledge working together to respond rapidly to a high volume of queries. This model enables students to receive quick answers or referral to more specialist staff if their situation is complex or in need of expert support.
Outcome
An effective ‘one-stop shop’ can enhance efficiency and quality of service to students through greater accessibility. It increases the positive effects on student satisfaction through increased student engagement and minimises the number of offices a student must visit in order to meet their needs.