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Fierce Education: University of New South Wales Eases Student Meeting Process

Article Publish Date: August 22, 2023

Article Abstract:

The University of New South Wales (UNSW) has partnered with Qtrac to install a virtual queuing and appointment system that streamlines the process of setting up student meetings with faculty and staff.

UNSW, located in Sydney, New South Wales, Australia, is a leading research university that enrolls more than 62,000 students across a wide range of undergraduate and graduate programs. In order to best serve this diverse student population throughout its large campus, the university wanted to make it simple for students to meet with faculty and staff while also guiding them through these sometimes-challenging processes before they even set foot in the door.

The Student Experience Challenge

The university already had a virtual queuing system in place but discovered that it was unable to evolve along with their changing needs.

“At UNSW, we prioritize innovation in order to continuously improve the student experience, and we never want to stop improving what we have to offer,” said Mark Chhuy, business process improvement manager at UNSW. “No one wants to wait in lengthy lines or be confused about how to navigate the university when you have an important issue to take care of. We knew that virtual queuing and appointments could help, but we wanted a partner that could tailor their solutions to our campus.”

After searching for a new partner, Qtrac emerged as the solution that would best serve UNSW. They collaborated with the intention of tackling the challenges of scheduling appointments, ensuring students were better prepared ahead of those appointments, enhancing accessibility to university services and improving the experience and reducing wait times for walk-in appointments.

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