Customer experience is a concept often talked about in a commercial context but is not discussed as often in the context of K-12 Schools. Customer experience is not only the experience of the student but also the experience of the parent in their journey through the education lifecycle.
The increased convenience of digital customer experiences outside of the education industry (e.g. online shopping, eTax) is driving demand and customer expectation for Schools to deliver similar experiences to those they encounter from digitally advanced industries. Students and parents both want new and more convenient channels to be able to interact with the School.
This also has a flow on effect to school support staff and teachers, where a flow on benefit from a digitalised customer experience may mean they are able to access crucial information more efficiently.
Through moving away from paper to digital methods of acquiring, storing and distributing information within the school community, many of Fuji Xerox Australia’s Education customers have been able to achieve a mixture of cost, space, resource and time savings along with improving the experience of the end customer. Below is an example of one.
By streamlining workflows, Canberra Grammar School is nurturing a connected parent-teacher community
An example of this can be found at Canberra Grammar School. The school has an annual process to update student details, including contact numbers and medical records. The school was finding that due to their paper process the administrative burden was increasing and less than 60% of forms were being returned to the school.
Fuji Xerox Australia worked with Canberra Grammar School to design and deliver a solution that would allow parents and guardians to communicate more directly and securely with the School regarding their children’s personal details, and which would also reduce the School’s administrative workload.
Fuji Xerox Australia placed a digital eForm within the School’s existing Parent Portal. Now, when details need to be updated, the School notifies parents who then log into the Parent Portal – with their existing login credentials – and update the details in the eForm, which already contains pre-populated data. The new data is then automatically exported to the Student Management System where it undergoes digital checks. Once confirmed, the data is uploaded; if not, it moves to an exception queue, where staff manually review the data and contact parents for clarification if needed.
The implementation of the new workflow system has delivered benefits to Canberra Grammar School including:
- A simpler method for parents
- More accurate information collection
- A higher return rate of information
- A familiar and easy user experience
- Improved communication between the school and parents
- Reduced staff workload
At Canberra Grammar School, the results certainly speak for themselves. “We’ve had a brilliant response to it — absolutely incredible,” Sally Gates, Operations Manager says. “Within the first week, we had at least one-third of student forms back; six weeks later this rose to over 65%. We can chase the rest individually now, because we can easily identify who has returned their forms.”
The above example is just one of several Fuji Xerox Australia Case Studies. If you are interested in reading more real life examples, you can also view recent Case Studies produced on Iona Presentation College and Trinity College.
Where to start?
The impact of digitalisation on the customer experience can be massive, but it can seem overwhelming for Schools to identify where to start. The good news is that it is something that can be done gradually, over time. Similarly to the Canberra Grammar School example, Schools can start with one process which would benefit from digitalisation and then gradually prioritise and digitalise processes as they see the need.
As a first step, Fuji Xerox Australia is able to help schools move towards digitalisation by working with the school to do an internal assessment of their documents and processes. This will help the school to identify which processes will feel the most immediate benefits of digitalisation.
If you would like to learn more about digitalisation and how it could benefit your school, don’t hesitate to contact the Education Industry Team.