In semester 1, 2020-21, students completed the Service Experience Tracker for Undergraduate Registration. 5 in 10 said they had to request an override and half of this group said the process was easy to complete. Several students who experienced a few or many challenges suggested changes which could improve their experience with overrides, including: improving the visibility of the request button, allowing students to view the status of their request and reducing the time taken to process override requests.
Ahead of semester 2 registration, Admissions worked with Campus IT services to incorporate students’ recommendations as part of the upgrade of the registration system to Banner 9. This included:
- Making it easier for students to submit override requests by improving the visibility of the Request Override links on CHOL (Cave Hill OnLine);
- Facilitating tracking of override requests by introducing a dashboard to allow students to view the status of their requests in real time;
- Improving the efficiency of overrides by assigning two Admissions officers to process requests, with a subsequent turnaround time of less than 48 hours between approval (of overrides) and registration;
- Enhancing support to students who had queries about registration by enabling a Live Chat service from 8:00 am – 8:00 pm during the registration period;
- Making it possible for students to re-set their passwords on their own when needed, without intervention from CITS or Admissions;
- Ensuring that students would be familiar with the features of the upgraded system by facilitating 10 training sessions over five days.
Additional improvements are planned, but if you completed the Registration Tracker, thank you! Your feedback is making a difference.
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