Review of Examinations Office

Transcription

1 An Coiste Feabhais Acadúil The Committee on Academic Quality Improvement The Academic Quality Assurance Programme Report to Údarás na hollscoile Review of Examinations Office Self-Assessment September 2005 to October 2005 Review Group Visit 22 nd 24 th November, 2005 Follow Up Meeting 24 th May 2006 This Report was compiled for members of Údarás na hollscoile, NUI Galway and its committees as a readily accessible but comprehensive source of information on the above review, its context and its outcomes. Quality Office, May 2007

2 Report to Údarás Review of Examinations Office Overview of Department 1.1 Aims and Objectives The mission of the Examinations Office is to provide a quality examination service, which strives to meet the needs of students in partnership with the academic community. Aims To ensure the integrity of a fair examination process for the university To operate and manage examinations in a professional and efficient way To issue results in a timely and accurate manner To continually improve processes To make better use of technology to manage examination processes To educate/inform/communicate with staff and students To promote professional development in order to develop a productive working environment Objectives The Examinations Office operates a rolling Strategic Plan, the key areas for review and development being the following: Publish and inform Faculties, Deans, Departments and other Administrative Offices on all examination deadlines, processes and procedures Issue examination timetables in a timely manner, take feedback from our academic colleagues, issue timetables to students online, provide one point of access for any amendments Electronically record details regarding each examination paper, copy all examination papers received by the submission date for each examination period, highlight papers outstanding and introduce new technology to help automate a manual process Arrange and manage all activities associated with each examination session, ensuring exams take place in a highly professional manner Arrange for all exam results to be returned electronically from departments, streamline exam. board procedures and release results online for all students in a timely and accurate manner Process appeals and rechecks in a timely manner, ensuring students are notified of outcomes as soon as possible Process Masters and Ph.D. theses in a timely manner, ensuring all NUI policies and procedures are followed Review front desk procedures to ensure a student friendly service is provided 1.2 Background The Examinations Office is responsible for the central administration of the University examinations, both traditional and semesterised. Of the seven universities operating in Ireland, only NUI Galway runs examinations on both a semester and term basis, consequently running more examination sessions than any other. One of three offices which deliver a centralised students administration function (the others being the Admissions Office and the Syllabus Team), it is part of the Registrar s Area, being managed by the Examinations Officer reporting to the Academic Secretary. In the past five years, the Examinations Office has gone through a period of major change. In 2001, the new student administration system (Quercus+) was implemented. This was also a period of rapid growth in student numbers and saw the early retirement of two senior members

3 Report to Údarás Review of Examinations Office of the team. In 2003, the Examinations Office was reviewed by Mark Lande, IBM Business Consulting Services. At the time of the 2005/2006 review by the Quality Office NUI Galway, the recommendations were still in the process of being implemented. 1.3 Personnel At the time of the review, no job-share arrangements were in operation, with only one short-term part-time arrangement. Four to six postgraduate students were employed at peak periods Grade A.O. Grade 5 Grade 4 Grade 3 Grade 2 Grade 1 No. of Staff Recent Developments Timetable Developments o Use of scheduling software has enabled issuing of timetables two and five weeks prior to Semester I and II examinations; personal timetables are now accessible on the web. Results Developments o Electronic return of results from academic departments and electronic circulation of broadsheets to faculties in advance of board meetings o Results now released for majority of undergraduate students via web, with earlier receipt of results by some students due to staggered release of same o Four separate teams now manage the examination board process Staffing Developments o Three new posts created, flexi-time and invigilator training introduced, overtime reduced Technological/Organisational Developments o Syllabus Team assumed responsibility for Quercus+ in February 2005, with Quercus+ being bedded in with many improvements made to calculators. o Purchase of high-tech photocopier; increased rate of examination paper photocopying o Circulation of year-planner with examination-related deadlines, to all academic departments; increased deadline compliance by academic staff o Improvement in turn-around time of appeals o Use of varied coloured script booklets randomly across examination days to decrease likelihood of students introducing pre-prepared scripts into examinations 1.5 Accommodation and Facilities The Examinations Office is located on floor 1 of Áras Uí Chathail, which despite being a new building, is in need of enhancements and improvements.

4 Report to Údarás Review of Examinations Office Review Group Report Overview and Recommendations The Review Group consisted of: Mr Derek Ord, Head of Student Administrative Services, University of Hull (Chair); Ms Mary McDonald, Student Records & Examinations Office, University College Cork; Dr John Newell, Department of Mathematics, NUI Galway; and Ms Nuala McGuinn, Adult & Continuing Education Office, NUI Galway acting as Rapporteur. 2.1 Summary and Main Recommendations The Review Group commended the Examinations Office for responding well to change, particularly at a time of significant staff changes and the introduction of a new student records system. In meeting with key customer groups, the Review Team were impressed with the level of respect that the Examinations Office holds within the University and emphasised their view that the examinations system as opposed to the Examinations Office, was in need of a significant overhaul. The Review Group underlined a requirement for a University-wide policy on deferrals, guidelines on sick bay, standardisation of marks and standards, introduction of an assessment tariff for examinations, a review of the practice of bonding examinations across Faculties and a review of the student information service as provided to academics by the current student records systems. The Examinations Office can play an active role in advising the academic community on best practice in a number of these areas. In particular, it has a role in advising on programme assessment and the impact that specific requirements may have on the examinations system and assisting in the development of University policies in relation to deferral, sick bay etc. There is, however an added requirement for buy-in by all departments and University management if such broad policies are to be adopted widely. It was recommended by the team that communication with the student body could be enhanced An increased emphasis on customer service was recommended, with the establishment of management responsibility for this function within the Examinations Office. Requirements for clearer guidelines for students on examination procedures (both undergraduate and postgraduate), clear communication of sick bay and deferral procedures, earlier posting of examination timetables (where feasible and possible), correct use of PIN and student ID numbers in relation to examination issues etc were noted. To this end, the Reviewers recommended enhanced use of the web in communicating this information, while also suggesting the exploration of alternative marketing and PR activities in order to reach the student group. The Group highlighted a number of data-related issues still in existence which have an impact on day to day operations. Citing examination timetabling as one such issue, despite new software, they also suggested the adoption of an electronic system of categorisation, storage and provision of past examinations papers to students. The Review Team highlighted feedback received from the academic community in relation to issues with Quercus, underlining the opinion that this system was not fully servicing their data requirements. A contact management system was also recommended to effectively manage the customer service function. The communications link with MIS was noted as an area where greater cooperation might bring benefits. It was acknowledged that the prioritisation of key service functions and responsibilities between both groups would benefit closer communication between these areas.

5 Report to Údarás Review of Examinations Office While savings may be made over the longer term, the team stated that it was essential that the University should continue to ensure that the Examinations Office is funded appropriately to allow for more complicated reforms that carry a high initial cost. The Review Group recommended that the Office interact more proactively with the wider academic community and other customer groups in highlighting their requirements and the constraints which programme structures impose on the examination systems. 3. Action Plans Follow up Meeting Wednesday, 24 th May 2006 Present: Prof J Gosling Director of Quality (Chair), Prof J Browne (Registrar), Ms M McDonald (Review Group), Ms M Ryan, Dr I MacLaren (Director of CELT), Dr S MacMathuna (Runai), Ms B Stewart, Ms Dominica Moran, Ms A M Flannery, Ms E Molloy, Ms A M Duggan, Ms E Hession, Ms M Kavanagh, Ms Maureen Linnane (of Quality Office in attendance). 3.1 Action Plan for the Examinations Office 1. In the interest of improving information transfer to students, service provision and dealing with queries, the Examinations Officer will: a. Confirm with the Buildings office that alterations to enable operation of a one-stopshop Student Information Centre covering all relevant aspects of Academic Affairs (to be set up by April 2007) are in train. In parallel the Working Group on the operation of the new Centre is being re-established. b. In cooperation with the Admissions and Fees offices, ensure that a notice is displayed in the open waiting area facing the stairs, listing the services provided by each office. c. Continue to improve communication processes, the provision of information in multiple formats, and to monitor queries; with the objective of increasing student and staff awareness of procedures and practices, thereby reducing greatly the numbers feeling the need to see information directly. d. Revise the documentation for postgraduate programmes, and include a flowchart of the various stages of the process, from thesis submission to graduation. e. Provide workshops for postgraduate students planning to submit theses two to three times annually, about six weeks prior to submission dates. f. A specific management responsibility for customer service within the Examinations Office was created in August In the interest of improving information transfer to students, service provision and dealing with queries, and, as necessary in consultation with the Exams Review Group the Examinations Officer will: a. In conjunction with the Records Officer, promote actively the development of a University-wide Book of Modules to complement the Syllabus File. b. Review Examinations Sick Bay Policy for fairness, consistency and clarity before the start of the next academic year,

6 Report to Údarás Review of Examinations Office c. Put the introduction of a credit tariffs item on the agenda for the next meeting of the Exams Review Group. ( Meeting in September 2006 did not take place next meeting proposed for June 2007) d. Seek to have the proactive involvement of the Examinations Office at the design and/or approval stages of the introduction of new programmes. 3. In the interest of improving overall effectiveness and efficiency, the Examinations Office will: a. To improve compliance with procedures and timelines, a guidance booklet for academic staff on the examination process is currently being prepared, and will be launched and made available on the web on 15 November Associated workshops will be run in conjunction with CELT from that time. b. Work with the Records Office to improve access and training on the Quercus software system for staff using it. c. In consultation with the Admissions Office, sign off on a template for a new registration statement, that is now with MIS for development. A revised statement was in place by September 2006, but further revisions are planned for September d. Work with the Faculties and relevant officers (e.g. Disabilities, Counselling, SU and Overseas Students) during Autumn 2006 regarding setting up a consultative meeting each semester. 4. The Examinations Office will continue to work with MIS and other student administration offices to ensure that IT supports are used most effectively and optimally configured, and will: a. Pilot a new MIS method for electronic submission of examination due for testing at the Semester 1 Exams in b. Provide routinely soft copies of immediate-past examination papers to the Library in order to facilitate a new electronic system for the categorisation, storage and provision to students of past examination papers. 5. The Exams Office will investigate the price of replacing fold-up examination desks by the end of Action Plan for University Management 1. The Registrar and Deputy President and the Secretary for Academic Affairs will: a. Act to ensure:- i. That Admissions, Examinations and Records Officers are facilitated in the development of increased coordination between the three offices, ii. The establishment and start-up as soon as possible of a one-stop-shop Student Information Centre covering all relevant aspects of Academic administration. iii. The development of a University wide Book of Modules. b. Promote the urgent revision of university policies on: i. The standardisation of marks and standards, ii. Examination deferrals, iii. Examination sick bay admissions and operation

7 iv. Report to Údarás Review of Examinations Office The bonding of examinations across Faculties v. Open access by responsible academic staff to relevant student information. c. Serious consideration of the introduction of credit tariffs in all Faculties during the coming academic year. 2. The director of Computer Services will work with the Examinations Office to help enable new and better means of communication with students. 3. The Secretary for Academic Affairs will support the temporary provision of a second front desk post based on a 6-month contract, until the Student Contact Centre is established in The Director of Quality will ensure that, once the Institutional Research Officer is in place, the provision of accessible statistics based on accurate student information is given the highest priority. Approved by: Examinations Officer, Ms. M. Ryan, 16 th May 2007 Approved by: Rúnaí um Ghnothaí Acadúla, Dr. S. MacMathúna, 17 th May 2007 Approved by: Registrar, Prof. J. Browne, 17 th May 2007 Approved by: Director of Computer Services, Dr. K. Loftus, 18 th May 2007 Finalised: 18 th May 2007, Professor Jim Gosling, Director of Quality