While we missed out to HSC Business Services Organisation for the Best Public or Third Sector IT Project, the judges were still impressed by our efforts.

Digital Transformation Architect, Rachael Tuaim, led the development of the user portal and backend processes and, following a pilot in May 2023, the new processes for exceptional circumstances and ISSA-related adjustments were launched across the University in September.  As well as streamlining tasks, the new system provides a central location for handling requests, allowing students to easily upload evidence and see the status of their application.

Claire Lindsay (Project Manager) and Marie Teague (Project Officer) worked closely with the Schools throughout user acceptance testing and the pilot, and supported users during the launch in September, with Graduate Trainee, Kiera McGill, helping with business process analysis. 

"The project team's hard work and commitment have undoubtedly elevated our ability to serve our students and enhance their experience."
_{Dr Giuseppe Trombino, Chair of the Exceptional Circumstances Committee for the School of Electronics, Electrical Engineering and Computer Science}

The new processes were launched along with the Assessment Support Hub developed by Education and Student Services.  This one-stop-shop for information and support was designed following a comprehensive review led by Jenny Brown (Quality Assurance and Regulations Manager). 

Working with business partners, Codec, the project team have delivered the following innovative improvements:

• A centralised portal that staff and students can access using their Queen’s credentials.
• The ability for students to submit requests and upload evidence and for staff to review and approve requests online.
• Automated notifications updating students of the progress of their request or informing them of any actions required.
• A dashboard providing authorised staff with real-time data.

Not only has the project team demonstrated creativity and innovation, they are an excellent example of collaboration, engaging with over 350 staff across Faculties and Directorates throughout the design, development, testing and launch of the new processes.  All 15 Schools have now been onboarded and over 2000 requests for mitigations and adjustments have already been submitted by students via the new system.  

The determination of the team in meeting the deadlines and objectives of the Exceptional Circumstances project was a significant factor in the positive outcome which will hopefully light the way for the digitisation of other administrative processes as part of the Digital Transformation Programme.

Well done to everyone who helped to make the project a success!