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1 Student Services Annual Statistical Report 2010-2011


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Who are we? Working together to enrich our student’s experiences.

It is Student Services vision to be recognised as a world leader in the delivery of student centred services, in a Higher Education environment which values first class education, research and enterprise.

2 Student Services Annual Statistical Report 2010-2011


This document forms an executive summary of the statistical data collected during the academic year 20102011 (August 2010—July 2011). The report is divided into three distinct chapters: 1.) Service Delivery— What the department does to support students e.g. the number of interactions with students, students supported each month, etc. 2.) Cost of Service—What it costs to provide services. This can be divided into the cost of staff time incurred delivering services and the non staff costs of providing services: · Staff (resource) commitment · Financial cost 3.) Quality of Service—How well services are provided. This is determined from the following sources: · Customer/Stakeholder Feedback · Benchmarking · Quality Assurance Exercises

3 Student Services Annual Statistical Report 2010-2011


Student Services Departmental Statistics 4 Student Services Annual Statistical Report 2010-2011


Safeguarding The University of Southampton has a safeguarding policy in order to highlight reporting lines with any concern regarding these groups. Student Services owns this process and monitors safeguarding activity to ensure continual development. It is important to note that the statistics presented here do not include all referrals made from faculties or other University sources. Table 1: Reported safeguarding incidents    Total Safeguarding Cases

4

Total Safeguarding Cases  reported to external agencies  Total Safeguarding Cases  reported to ISA 

2 0

Discipline Student Services give advice to the faculties on breaches of discipline regulations. Where the matter is ‘serious’ it is referred to the Committee of Student Discipline chaired by a Pro Vice Chancellor or Dean. These cases are managed either by Chair’s action or by the full Committee. A record of these cases and the outcomes are kept by Student Services. Table 2: Discipline Cases  

Chairs Action  Committee of Student Discipline  Managed in Faculty  

12 2 14

Fitness to Study Higher Education institutions are required to respond appropriately where visible signs of illness are having a profoundly disturbing impact on individual students and on the wellbeing of others around them. They have to be assessed on their fitness to study/practice. This is delivered through a clear fitness to study policy. The University is committed to maintaining students’ wellbeing and the policy provides the procedure used to support students and staff when a student becomes unwell and/or presents a risk to self and/or others. Students may be suspended under grounds of Fitness to Study. However, it is usual that the student would be facilitated in their return to the University following a period of rest or treatment.

Table 3: Fitness to Study   Fitness to Study Cases  Withdrawn Cases  Terminated study  Return to Study ‐ Oct 2011 (10) & Feb 2012 (1) 

13 1 1 11

    

5 Student Services Annual Statistical Report 2010-2011


Education Support 6 Student Services Annual Statistical Report 2010-2011


Introduction to Education Support Education Support provides a range of services to support students with specific short or long term needs: 

Enabling Services provides students disability advice and support, mentoring and ancillary learning support such as note takers;

Needs Assessment Centre provides specialist assessments for students with disabilities and specific learning difficulties;

Dyslexia Services provide support to students with Dyslexia or other Specific Learning Difficulties (SpLD) such as dyspraxia or dyscalculia.

Education support fund the delivery of these services through two funding streams: 1.

Widening Participation Disabled Student Allowance

2. Disabled Student Allowance (DSA) Widening Participation The Higher Education Funding Council England (HEFCE) allocate funding to all HE institutions based on the number of students who receive the Disabled Students Allowance (DSA). The total fund HEFCE allocate across the Higher Education sector is £13.3million. In 2010/11 the University of Southampton received £260,104 which was directly allocated to academic schools through the SRAM, with the intent to widen access and improve provision for disabled students. The below table shows the pro-rata allocation of these funds to each school: Table 4: HEFCE pro‐rata allocation by academic school 

Academic School 

Pro Rata Allocation (£)  

Art, WSA 

£13,339

Biological Sciences 

£14,807

Chemistry  

£8,351

Civil Engineering and the Environment 

£12,163

Education

£6,537

Electronics and Computer Science 

£13,131

Engineering Sciences 

£16,163

Foundation Year 

£2,936

Geography

£9,810

Health Sciences 

£2,327

Humanities  

£32,364

Law  

£5,510

Management

£4,016

Mathematics

£8,792

Medicine

£59,231

Physics

£9,785

Psychology

£7,524

Ocean & Earth Science 

£15,405 7

Student Services Annual Statistical Report 2010-2011


Social Sciences 

£15,435

Sound & Vibration Research, Institute 

£2,477

Total  

£260,104

This funding is ring-fenced with an expectation that each school will pay local costs associated with their students. The use of the above funds varies within each school, with the student’s experience varying as a result. Disabled Student Allowance (DSA) UK students who have a disability, ongoing health condition, mental health condition or specific learning difficult can apply to their local funding body e.g. Student Finance England for a grant to pay for the additional support required during their studies. The DSA grant can be used to help pay for: 

Specialist equipment and support

Non-medical helpers such as note takers

Additional travel costs incurred due to the disability

To provide evidence to the funding body of a disability, students need to submit a report detailing recommendations of the support they need. Students are able to obtain this report by attending an assessment or diagnosis by an accredited assessment centre or provider. The cost of providing the needs assessment is claimed through the individuals DSA at a price of £565 to the funding body. It is important that students register for DSA support to help Student Services fund their support services. Student Population The table below shows the number of students who declared a disability at the point of applying to the University; it does not reflect the number of students who declared disability who were registered and attending. 47% of the students are from four Schools, i.e. Art (Winchester School of Art), Education, Health Sciences, and Humanities. Table 5: Disability/specific learning difficulty declared on application to University  

School/Department

2010‐11 Percentage 

Art, WSA 

28

12.2

Biological Sciences 

8

3.5

Chemistry

7

3.1

Civil Engineering & the Environment 

7

3.1

Education

27

11.8

Electronics & Computer Science 

12

5.2

Engineering Sciences 

8

3.5

Engineering, Science & Mathematics 

2

0.9

Geography

8

3.5

Health Sciences 

21

9.2

Humanities

31

13.5

Law

2

0.9

Management

4

1.7

Mathematics

10

4.4

Medicine

8

3.5

Physics & Astronomy 

4

1.7 8

Student Services Annual Statistical Report 2010-2011


Psychology

7

3.1

Ocean & Earth Science 

12

5.2

Social Sciences 

18

7.9

Sound & Vibration Research, Institute 

5

2.2

Total

229

 

International Students No funding is provided to support international students with disabilities. International students are not eligible for DSA funding and the University receives no widening participation funding as a consequence. Despite the lack of funding, International students have access to the same support services as UK students, but at a direct cost to Student Services.

 

9 Student Services Annual Statistical Report 2010-2011


Dyslexia Services Dyslexia Services provide support to students with Dyslexia or other Specific Learning Difficulties (SpLD) such as dyspraxia or dyscalculia. Students who think they might have dyslexia or other SpLD register with Dyslexia Services at the University. If the student does not already have a full diagnostics report at post 16 they undertake a screening, which involves an online test, checklist and interview. If it is identified through screening that the student is ‘at risk’ they are then offered a full diagnostic assessment, which is carried out by a consultant educational psychologist or specialist University of Southampton employed Dyslexia Tutor. At the end of the assessment a full report is provided which UK students can submit to their funding body to secure DSA funding.

Service

Delivery

Table 6: Dyslexia Statistics  

  Dyslexia Screenings  Dyslexia Assessments  New Students Registering with the Service  Dyslexia Tutorials   % of Tutorials Delivered by Dyslexia Tutor 

2008/09 294  303  294  1160  81% 

2009/10 284  254  268  911  85% 

2010/11 275  293  127  1049  85% 

% Variance 09/10 to 10/11  ‐3.2%  15.4%  ‐52.6%  15.1%  0.0% 

Graph 1: Breakdown of Dyslexia Assessments Delivered by Assessor Type 2010‐11 

Graph 2: Number of one‐to‐one Dyslexia Tutorials Delivered by Month 

10 Student Services Annual Statistical Report 2010-2011


Student Services moved towards delivery of Dyslexia Tutorials in groups instead of on a one-to-one basis. Tutorials were offered to students throughout the year on different days and times to meet various study patterns. Each session was delivered by a specialist University of Southampton employed Dyslexia Tutor to a maximum of 12 attendees. Graph 3: Breakdown of the number of group Dyslexia Tutorials delivered by month  

Graph 4: Breakdown of student attendance at group Dyslexia Tutorials by month  

The average attendance in group dyslexia tutorials in 2010/11 was 12 attendees. The goal in the 2011-12 year is to provide the group Dyslexia tutorials on a consistent basis throughout the year.

11 Student Services Annual Statistical Report 2010-2011


Enabling Services Service Delivery Enabling Services, in 2010-11, consisted of three teams: the Disability Advice and Support Team, Mentoring and the Ancillary Learning Support Service. Enabling Services aims to support students to take part as fully and as equitably as possible in every aspect of university life - not just in academic activities. The support provided by Enabling Services is highly dependent on the particular needs of the individual student. The level of support to which each student is entitled varies largely upon the recommendation made by their Needs Assessor. The Ancillary Learning Support (ALS) Service organises note takers, general assistants, library assistants, buddies and lab assistants for students who require additional support during their lectures and academic studies. The table below shows the combined hours of ALS support provided and the total number of students supported.

Table 7: ALS Support      Number of Hours of ALS Support   Students Supported by ALS (Max per month) 

2008/09 2009/10  2010/11  % Variance 09/10 to 10/11  6,045  4,575  6,614  44.6%  41  39  47  20.5% 

When students apply to the University of Southampton, if they declare they have a disability, they are contacted by the University in one of three ways. For students with severe disabilities they are invited to a prospective face-to-face interview; intermediate cases are offered a telephone interview; and for less severe cases students are sent a welcome pack. The purpose of these meetings is to help the University understand the needs of its prospective student group so that they can make necessary adjustments prior to arrival in line with its legal obligation to carry out its ‘anticipatory duty’ (UK Disability Discrimination Act)  Table 8: Prospective Student Support 

  Face‐to‐Face Interview  Telephone Interview  Sent a Welcome Pack 

2010/11 86  1  400 

The Mentoring team provided study support for students who have health problems including chronic medical conditions and mental health difficulties. Support was tailored to meet the individual needs of each student including helping them to organise, plan and manage their study time. The table below shows the number of students who were referred to mentoring and the number of mentoring hours provided in one-to-one tutorials.

Table 9: Mentoring Support     Mentoring Referrals  Hours of Mentoring Provided 

2008/09 2009/10  2010/11  % Variance 09/10 to 10/11  ‐30.0%  284  257  180  ‐10.7%  5,140  5,188  4,633 

As outlined in page 10 of this report Student Services provide support for both UK and International students. International Students are not eligible for the Disabled Students Allowance and therefore the cost of supporting International Students is a direct cost to the University. The two graphs on the next page show the number of hours mentoring support provided to UK and International student groups. 12 Student Services Annual Statistical Report 2010-2011


Graph 5: Number of hours of mentoring delivered by month – UK Students 

Graph 6: Number of hours of mentoring delivered by month – International Students 

The mentoring support services usage for UK students shows an increase in the times during increased assignment deadlines and exam periods. The mentoring support service peaks are similar for International students, though with less of an increase for International students prior to summer exams than UK students in 2010-11.

   

13 Student Services Annual Statistical Report 2010-2011


Needs Assessment Centre The Needs Assessment Centre provides specialist assessments for students with disabilities and specific learning difficulties. Each assessment identifies the student’s disability within the context of their main study activities. At the end of each assessment recommendations are made, which include ICT equipment, training, study aids and specialist support. UK students are able to submit these recommendations to apply for DSA.

 

Service Delivery Table 10: Number of Needs Assessments Performed during the Year  

  Number of Needs Assessments Performed 

2008/09 2009/10  2010/11  % Variance 09/10 to 10/11  2,032  1,996  2,114  5.9% 

   Graph 7: Number of Needs Assessments Performed by month – year on year comparison 

Students who require specialist IT equipment to support their studies, for example specialist hardware or software, receive one-to-one ICT training to ensure they make best use of the equipment provided. 2010/11 saw the Needs Assessment Centre focus on delivery of ICT training which included increased marketing and a dedicated resource person who was responsible for coordination of ICT and other training offerings.

Table 11: Number of Hours of ICT Training     Number of hours of ICT Training 

2008/09 2009/10  2010/11  % Variance 09/10 to 10/11  737  529  666  25.9% 

14 Student Services Annual Statistical Report 2010-2011


This focus has seen an increase in training by 25.9% which is clearly illustrated in the next graph. Graph 8: Number of hours of ICT Training per month – Year on Year Comparison 

The Assistive Technology Service is a resource available for students at the University who have any type of disability or specific learning difficulty. The service provides accessible software on computers and a facility for individual training about how that software works to enhance the student’s learning ability. Accessible computers are available at every campus and training can be booked via the University’s Needs Assessment Centre.

Graph 9: Number of newly registered students with ATS by month – year on year comparison 

Cost of Service The table below shows Needs Assessment Centre’s turnover for 2010/11 compared to the same period last year. This year has seen an increase in turnover and a reduction in expenditure resulting in a contribution to University bottom line. 15 Student Services Annual Statistical Report 2010-2011


Table 12: Needs Assessment Turnover – year on year comparison 

  Needs Assessment Turnover  Needs Assessment Expenditure 

2009/10 2010/11  % Variance 09/10 to 10/11  £1,100,763  £1,236,890  12.4%  ‐20.9%  £741,960  £587,158 

Quality of Service In order to comply with Quality Assurance Criteria, the Needs Assessment Centre must meet certain Key Performance Indicators (KPIs). A key KPI measured by the Quality Audit Group (QAG) is the time taken from initial student contact to the completion of a Needs Assessment. The target states that Assessment Centres must deliver an assessment within 15 working days of a student’s first contact. Graph 10: Percentage of Assessments delivered within 15 working days of first contact  

The average percentage of assessments delivered within 15 days of first contact was 89%.

 

16 Student Services Annual Statistical Report 2010-2011


Student Services Centre

17 Student Services Annual Statistical Report 2010-2011


Introduction to Student Services Centre The Student Services Centre comprises four teams providing advice, information and guidance to students: 

Student Advisory Team

Financial Information and Assistance

Career Destinations

Visa Guidance

Student Advisory Team (SAT) SAT are the first point of contact for providing information on services such as accommodation, fees, enrolment, exams, graduation and ID services. Students can contact SAT by email, telephone or by visiting the Student Services Centre (building 37). SAT work very closely with a number of other University teams and are responsible for processing fee and accommodation payments as well as signposting students to these other services. All interactions are captured on the teams Customer Relationship Management (CRM) system to ensure high quality customer service. Financial Information and Assistance (FIA) FIA provide advice, information and guidance to students on a range of financial issues including student loans and information on finances that may be available for students having difficulty in meeting their living or course costs. Access to Learning Fund (ALF) The Access to Learning Fund (ALF) is discretionary financial support for those students who are able to demonstrate genuine financial hardship. It is a Government fund that is administered by FIA according to strict guidelines. It is intended to help students who have made adequate plans to cover their living expenses but through unforeseen circumstances are in financial hardship that would, without help, force them to withdraw from their studies. ALF can be used to help with living costs including childcare, disability, travel, accommodation, household expenses, books and course equipment. Full-time ‘home’ undergraduate and postgraduate students and part-time students studying at least 50% of a full-time course can apply if they have taken advantage of all other funding available to them. Eligible students apply by attending an interview with FIA and submitting financial documentation for review. Students will either be provided a grant or a short term loan. Studentships Postgraduate students can apply for a studentship to fund them undertaking research leading to the award of a PhD. Postgraduate students must apply to each of their academic schools for assessment for funding. FIA administer the payment of these awards to students on a quarterly basis. Bursaries Careleavers Bursary This bursary is designed to help UK students who have been in care or been in a Foyer Institution, i.e. those without family to help them with educational costs. This bursary is automatically calculated and assessed by FIA and paid to eligible students. University of Southampton Bursary This bursary is designed to help UK undergraduate students with the most financial need. Students are eligible to apply if their household income is less than £40,000 a year with a bursary weighting depending on this income. This bursary is automatically calculated and assessed by FIA and paid to eligible students in January. 18 Student Services Annual Statistical Report 2010-2011


Hampshire and Isle of Wight Bursary Up to 120 bursaries are offered to students who have attended an FE college or school sixth form in Hampshire or the Isle of Wight and/or students who are living in the area prior to attending the University. These bursaries are allocated on a competitive basis with students applying to FIA. Career Destinations Career Destinations partner with employers and University staff to deliver a wide range of activities, which enhance the employability and career management attributes of current students and alumni. Career Management Agreements A CMA agreement is a service level arrangement between Career Destinations and each academic unit detailing how, together, students can be best supported in accessing a full range of opportunities to enable them to become an effective citizen, graduate and employee. Each academic unit works with a specific team member to negotiate a unique agreement; tailored to complement their academic programmes through delivery of career related workshops and presentations from a menu of over 30 activities. Career Destinations Events Calendar Career Destinations organises over 200 events annually, designed to assist students and graduates with their career planning. Events range from Speed Networking to Boot Camp and Business Simulation sessions to CV and Mock Interview Clinics. They provide an opportunity for students to hone their employability skills, have a 1:1 chat with a major graduate recruiter about career aspirations, or to learn more about their organization. Student attendance is captured at all events using card readers. One-to-one appointments In 2010/11, Career Destinations offered students and alumni dedicated one-to-one appointments on CV and application advice and quick queries. Each student was entitled to two of each appointment type per year. Students book appointments online via the Career Destination student portal or by contacting Career Destinations directly. In May 2010, Education Committee endorsed the move away from 1:1 development in favour of Group Development within Career Destinations in order to support the Education Strategic Plan. One of the guiding principles within the Student Services restructure has been to ensure resilience to changing customer demands and student needs, and ensuring delivery to an increasing student cohort by providing group support rather than 1:1 delivery where appropriate. It’s recognised that within Faculties, 1:1 CV appointments may still be required, and these will continue to be offered via Career management Agreements. Graduate Passport The Graduate Passport recognises and rewards students for activities outside of their degree programme. The programme is managed using a point- based system where students select activities and packages to complete in order to meet the 200 point completion mark. Visa Guidance The team provide free and confidential information, advice and guidance via telephone, email or face-to-face appointment on: 

Applying to extend Tier 4 student visas and submitting it through the Student Batch Scheme (a specialist section at the UK Border Agency (UKBA) for postal student applications)

Applying to extend Tier 2 visas for staff

Advice and guidance on renewing visas for family and dependents

Help and advice if visas are incorrect 19

Student Services Annual Statistical Report 2010-2011


Advice on working during studies and how changes in personal circumstances can affect existing visas

Advice on working in the UK after studies

Support on registering with the police

Help if the application is refused

Each application takes an average of 3 months to complete.

20 Student Services Annual Statistical Report 2010-2011


Student Advisory Team (SAT) Service Delivery Table 13: ID Card Creation 

2008/09 2009/10  2010/11  % Variance 09/10 to 10/11  11,745  13,081  14,234  8.8% 

  ID Cards Created 

It is important to note that 2009/10 statistics did not include ID cards made for University of Southampton Staff, old alumni or post qualifying online admissions system (POAS) students. These cards are included in 2010/11 data.   Table 14: Interaction Methods  

2008/09 110,254  36,563  21,571  20,022 

  Total Interactions Recorded             Face to Face Interactions            Telephone Interactions            Email Interaction 

2009/10 114,050  35,930  21,206  20,182 

2010/11 112,177  35,968  21,931  20,760 

% Variance 09/10 to 10/11  ‐1.6%  0.1%  3.4%  2.9% 

Overall interactions were down in 2010/11 compared to the same period last year. 11% of all interactions are captured with the method as ‘unknown’, a 1% reduction on last year. The table below shows the top 5 query types during these interactions and the percentage of overall interactions this query type contributed during the year.

Table 15: Top 5 Interactions by Query Type  

  1  2  3 

2009/10 ID Cards (26.06%)  Fees (23.94%)  Other Reason (19.4%)  Accommodation ‐ Halls  4  (11.10%)  5  Financial Information (8.68%) 

2010/11 Fees (28.45%)  ID Cards (26.81%)  Other Reason (15.73%)  Financial Information (7.05%)  Visa (6.52%) 

The number of interactions captured under ‘other reason’ has reduced by 3.67% year on year. The number of interaction types available within the Customer Relationship Management system which records interactions has now been rationalised to further support a reduction in the number of interactions captured under this category. Reviewing the trend of interactions over the course of a year it shows that interactions in September and October 2010 were higher than during the same period in 2009. Overall interaction numbers are balanced out by a reduction in interactions during the March and April 2011 period. This is more clearly shown in the next graph.

 

21 Student Services Annual Statistical Report 2010-2011


Graph 11: Number of interactions by month – year on year comparison  

Quality of Service This year the team have handled 20,760 emails, a 2.9% increase on the previous year. On average across the year emails have been responded to within 2.58 working days compared with 4.25 days last year. As expected, peak demand is in line with the academic cycle at the start of the academic year when students pay their fees and complete one off activities such as picking up their ID card. A second peak occurs when the second instalment of tuition and accommodation fees is due and when students have exam queries. The impact of this peak on response times is far less than in 2009/10.

Graph 12: Modal (the most common) response time to emails in days – year on year comparison 

22 Student Services Annual Statistical Report 2010-2011


The waiting time before calls are answered by the team has decreased year on year. Graph 13: Mean waiting time before calls are answered by the team in seconds – year on year comparison 

Dropped calls are defined as a caller hanging up when trying to contact the SAT team. The graph below shows the percentage of dropped calls in 2010/11 which is 4% higher than last year. From February 2011 the team also collected data to shown the amount of time a call is on hold before a call is dropped. This information is shown in Table 16.

Graph 14: Percentage of dropped calls  

 Table 16: Time caller is on hold before they drop the call       0 ‐ 30 seconds  30s ‐ 1 minute  1 ‐ 2 minutes  2 ‐ 3 minutes  3 ‐ 4 minutes  4 ‐ 5 minutes  5 ‐ 6 minutes  

Feb 124  26  29  20  17  6  73 

Mar 106  16  19  7  7  7  35 

Apr 101  20  22  4  7  4  41 

May 167  45  41  30  22  6  120 

Jun 136  33  56  22  21  12  123 

Jul 266  141  132  61  45  24  362 

This data will continue to be captured during 2011/12.

23 Student Services Annual Statistical Report 2010-2011


Financial Information and Assistance Service Delivery Table 17: Financial Information and Assistance – year on year comparison 

  Total ALF Awards        Non Standard ALF Awards        Standard ALF Awards  ALF Loans Issued  Students Interviewed for ALF  Studentships Paid 

2008/09 2009/10  2010/11  437  97  340  112  1,018  5,645 

358 32  326  157  583  6,399 

172 39  133  96  652  7,418 

% Variance 09/10 to  10/11  ‐52.0%  21.9%  ‐59.2%  ‐38.9%  11.8%  15.9% 

The reduction in the number of ALF loans issued can be linked to the need in 2009/10 to offer loans to students during delays in receiving their student loans from Student Finance England at the start of the academic year. These issues were not replicated in 2010/11 and therefore less loan payments were required. Graph 15: ALF Awards Paid by month – year on year comparison  

  At the start of the year when the student demand for ALF awards is unknown, a cap is in place on each award to ensure there is enough money for any urgent cases towards the end of the year. Depending on the needs of each applicant they are given 60% or 90% of the ALF award. When the overall demand for the year is known, ALF awards can be recalculated. This year all ALF awards were recalculated which resulted in each individual receiving 100% awards.

    24 Student Services Annual Statistical Report 2010-2011


Graph 16: ALF Budget Spent as a percentage of total budget month by month (cumulative) 

Unlike 2009/10 the ALF budget spending was more evenly spread across the academic year. The reason why uptake on ALF loans was lower in 2010/11 is unknown. FIA sent emails to all students throughout the year promoting the offering and next year will be using podcasts to further promote the financial support available. Graph 17: ALF Budget Spent by Month – year on year comparison 

The table below shows the number of bursary payments processed by the team during the year. Table 18: Number of bursaries processed by type  

  Careleavers Bursary (£1000)  Isle of Wight Bursary (£1200)   Higher Rate University of Southampton Bursary (£1250)  Lower Rate University of Southampton Bursary (£625)  PGCE Student Payments (£319) 

2009/10 23  102  2528  835  91 

2010/11 18  203  2581  1181  197  25

Student Services Annual Statistical Report 2010-2011


Quality of Service For 2010/11, Financial Information and Assistance (FIA) have captured statistics to show the quality of service offered to University of Southampton students. This is demonstrated in three ways: 1.

The average number of days students wait for an ALF interview after contacting the team (target is five working days)

2. The average number of days to process the ALF application form through to payment stage (Target is 95% of payments within 10 working days) 3. The average number of days to process the ALF payment (Target is 80% of completed applications processed within five working days) Table 19: Average number of days to process ALF  

  Average number of days until Interview  Average number of days to process application  Average number of days to process payment 

Actual 3.77  8.88  5.14 

KPI Goal 5  10  5 

The FIA team met or exceeded the majority of their 2010-11 Key Performance Indicators related to the quality of service offered to students, providing their services within student-friendly response times. 

26 Student Services Annual Statistical Report 2010-2011


Career Destinations Service Delivery Career Destination offered 1:1 appointments with specialist career advisors. CV and Application appointments provide students and alumni with a 15 minute appointment to support their application whilst Guidance Interviews offer students 30 minutes to discuss their career plans and receive guidance on how to achieve their career aspirations. In November, Career Destinations stopped the delivery of Guidance interviews and replaced these with quick query appointments. These appointments provide a 15 minute 1:1 appointment which provides advice and guidance on any career related question or ambition. Table20: Number of 1:1 appointments delivered by type  

  CV & Application Advice  Guidance Interview  Quick Query  Total 

2008/09 1,452  1,782  NA  3,234 

2009/10 1,341  910  NA  2,251 

2010/11 1,216  193  729  2,138 

% Variance 09/10 to 10/11  ‐9.3%  ‐78.8%  NA  ‐5.0% 

The number of fulfilled 1:1 appointments has decreased this year as the team focus on the delivery of group sessions instead. The team successfully delivered 66 group sessions this year. Table 21: Group events  

  CV Workshop (max 24 attendees)  Interview Workshop 

Number of events  55  11 

Number of  attendees  437  103 

In addition to appointments Career Destination run a number of other events designed to develop the skills needed in today’s job market. Events are run by both Career Destinations staff and Employers from recruiting organisations. Table 22: Career Destinations Events by Event Type  

Event Type  Employer Facilitated  Mock Interview  Career Destinations Tour  Career Destinations Facilitated  Business Simulation  Career Panels  Volunteering Training  Careers Fairs 

Number of events  108  20  52  91  3  3  49  3 

Number of  attendees  3073  51  214  1626  105  134  838  1950 

Attendance at Employer led sessions varies depending on the session topic and the employer. It is not uncommon for some employers to run an event where the student attendance is in single figures. Career Destinations is continuing to review events to ensure that attendance can be increased in all sessions.

27 Student Services Annual Statistical Report 2010-2011


Career Destinations source placement opportunities for students during their holidays and upon graduation. Often these placements are part funded by Career Destinations with positions offered in local, national and international organisations.

Table 23: Placement Programmes 

Opportunities ‐ UG  Opportunities ‐ PG  Opportunities ‐ Graduate   Number of successful applicants 

127 46 7 134

In addition to placement programmes, Career Destinations advertise a number of part time, placement, volunteering and graduate positions to University of Southampton students.   Table 24: Number of vacancies added to online vacancy search tools  

University of Southampton Student Portal  Graduate Jobs South website  Total 

2403 2333 4736

  The graph below shows the number of vacancy searches conducted per month via the University of Southampton student portal. Peak months are October and November which is in line with the deadline for a number of graduate positions. Graph 18: Number of student searching the University of Southampton student portal for job vacancies per month 

28 Student Services Annual Statistical Report 2010-2011


The University’s Graduate Passport recognises and rewards students for activities outside of their degree programme. The programme is points based and the table below shows the number of students progressing through different point boundaries. Student engagement has increased throughout the year as shown in the graph below Table 25: Number of students in each category of the Graduate Passport (Cumulative from Oct 2009)  

Active (minimum of 5 points)  In Progress (minimum of 10 points)  In Progress (minimum of 50 points)  Completed 

4801 2390 265 25

Cost of Service Career Destinations ran 3 careers fairs during 2010/11. These fairs have generated a total contribution to cost of £37,982 for the year. Table 26: 2010/11 Career Fair Income and Expenditure 

Income £49,704 

Expenditure £11,722 

Total Contribution to Costs  £37,982 

Quality of Service Table 27: Failed appointment (i.e. appointments not kept by customer) booking rate 

  CV & Application Advice  Guidance Interview 

2009/10 39.66%  47.36% 

2010/11 46.91%  52.92% 

The table above shows the high percentage of failed 1:1 appointments against total 1:1 bookings made. To resolve this problem Career Destinations are moving towards a group delivery model with 1:1 appointments becoming the exception rather than the norm. Every two years the University of Southampton takes part in the iBarometer survey to find out about the experiences and opinions of our International Students and the service they have received whilst studying at the University. The table below shows the year on year comparison on students satisfaction with Career Destinations. Table 28: iBarometer Survey – November 2010: Student Satisfaction relating to Career Destinations service wave on wave  comparison  

Career Destinations 

Autumn Autumn  Autumn  2007 vs  2007  2008  2010  2010  86%  87%  92%  6% 

29 Student Services Annual Statistical Report 2010-2011


Visa Guidance Service Delivery As of December 2010 there were a total of 3714 international (overseas) students studying at the University. Graph 19: Number of Applications started by month  

Visa demand is seasonal with application peak at the beginning of the first semester when students start at the University. During 2010/11 a total of 236 more applications were started than last year. This application figure includes students at all study levels and their dependents and a breakdown of this data is shown in the pie chart below. Graph 20: Percentage of applications by study level or group  

When applications are quieter during quarter four, email interactions increase as the Visa Guidance team support prospective students making their visa application overseas. T his can be seen through an increase in email interactions shown in the table overleaf. The total number of face to face interactions has reduced in 2010/11 as the team now run presentations and workshops to support students in preparing to submit their applications. During 2010/11 a total of 1,100 students attended a workshop. 30 Student Services Annual Statistical Report 2010-2011


Table 29: Number of Visa Guidance interactions  

  Total Interactions Recorded             Face to Face Interactions            Telephone Interactions            Email Interaction 

2009/10 7,933  4,573  84  2,535 

2010/11 9,421  3,965  144  4,084 

2009/10 855  2  99.77% 

2010/11 1034  2  99.8% 

% Variance 09/10 to 10/11  18.8%  ‐13.3%  71.4%  61.1% 

 

Quality of Service Table 30: Visa Application Success Rate 

  Total Number of  successful applications  Total number of unsuccessful applications  Success Rate 

During the team’s second full year of operation they have maintained their application success rate. It is important to note that the difference between the number of applications started in 2010/11 (contained in graph 20) and the number of successful applications noted in table 30 is due to those 55 applications being completed after July 31st, the cut-off date for data. .

Graph 21: iBarometer Survey – November 2010: University of Southampton Student Satisfaction relating to Visa support  provided by their institution      

                    31 Student Services Annual Statistical Report 2010-2011


Graph 22: iBarometer Survey – November 2010: Comparison of Student Satisfaction (very satisfied and satisfied sectors)  University of Southampton to other institution survey groups relating to Visa Support by their institution 

85% of our students rated themselves satisfied or very satisfied with the University’s Visa Support services.  This  ranking was 10% higher than the average percentage of all the participating institutions in the iBarometer survey  and 2% higher than both the Russell Group and other UK participating institutions.   

32 Student Services Annual Statistical Report 2010-2011


University Residences

33 Student Services Annual Statistical Report 2010-2011


Introduction to University Residences University Residences look after the residential accommodation needs of the University of Southampton student community. The team manage the University halls of residence and provide help, information and advice for those students in the private rented sector. The University Residences manage over 5,100 rooms in over 20 halls of residence. All registered first year undergraduate or international postgraduate full time students, are guaranteed an offer of halls accommodation if they meet the criteria. Currently all international students are guaranteed a place for the length of their course. Students apply for their halls accommodation online by defining their accommodation preferences. In some cases students are provided twin share rooms and are transferred to a single room as soon as one is available; typically this is within the first 6 weeks of term. We support students with regular advice and information as required as they seek housing in the private rented sector. In partnership with Southampton City Council and Southampton Solent University the University provide the Southampton Accreditation Scheme for Student Housing (SASSH) to ensure that the standard of private rented accommodation for students meets appropriate standards of safety and quality.

   

34 Student Services Annual Statistical Report 2010-2011


Service

Delivery

The table below shows the number of students who secured places in halls of residence at intake weekend 2010. This data shows the number of students at Undergraduate and Postgraduate study levels as well as the number of students who went into halls who were not first years (current). Table 31: Halls Occupancy at Intake Weekend 2010 

  New Undergraduates     New Postgraduate (PGT & PGR)     New Total  Current Undergraduates     Current Postgraduate (PGT &  PGR)     Current Total  Grand Total  

  Home /  EU  Int/OS  Home /  EU  Int/OS     Home /  EU  Int/OS  Home /  EU  Int/OS       

2008/09 2009/10  2010/11  3407  475 

3349 501 

3477 512 

265 556  4703 

331 657  4838 

73 791  4853 

252 187 

53 164 

158 205 

20 33  492  5195 

5 24  246  5084 

13 35  411  5264 

When applying for halls of residence students are asked to put their accommodation choice in preference order. The table below shows the percentage of students receiving their preference number. Table 32: Percentage of students matched to accommodation preference (i.e. P) 

  2010/11 Totals  2010/11 Percentages 

P1 2823  57.9% 

P2 466  9.6% 

P3 465  9.5% 

P4 49  1.0% 

P5 18  0.4% 

Unmatched 1058  21.7% 

At the start of the academic year some students are allocated twin bedded rooms and are subsequently reallocated to single bedrooms when space becomes available. In addition some students request transfers to other rooms or halls of residence. The following table shows the total number of transfers (between halls) during the year in each halls of residence. Table 33: Number of transfers by Halls of Residence

  Glen Eyre  Small Halls (including Erasmus Park)  Wessex Lane  Total 

2009/10 for  2010/11  217  195  324  736 

2010/11 for  2011/12  231  77  301  609 

% Variance 09/10 to  10/11  6%  ‐61%  ‐7%  ‐17% 

The data below shows the number of searches on the Southampton Accreditation Scheme for Student Housing (SASSH) accommodation database. These figures also include searches by students at Southampton Solent University. 35 Student Services Annual Statistical Report 2010-2011


Table 34: Searches carried out on SASSH for available private rented accommodation 

  Number of searches carried out on SASSH 

2008/09 31,564 

2009/10 2010/11  151,334  240,866 

Cost of Service University Residences expenditure is mainly fixed, whilst income is largely linked to occupancy levels within halls. University Residences monitor recruitment patterns in faculties very closely to ensure the accommodation guarantee can be met. The table below shows the average ‘voids’ in halls i.e. percentage of empty rooms during 2010/11 in comparison to the last two years. Table 35: Voids by Halls of Residence 

  Glen Eyre  Small Halls  Wessex Lane  Average 

2009/10 4.50%  7.80%  2.40%  4.90% 

2010/11 3.21%  2.64%  1.88%  2.58% 

% Variance 09/10 to  10/11  ‐28.74%  ‐66.11%  ‐21.81%  ‐47.44% 

2010/11 5.16%  2.18%  3.67% 

% Variance 09/10   to 10/11  ‐53.30%  ‐35.50%  ‐49.13% 

Table 36: Voids by Catering Type  

  Part Catered  Self‐Catered  Average 

2009/10 11.05%  3.38%  7.22% 

The table below shows the total income generated in 2010/11 by hall of residence. The figures show the income from halls fees, catering and conferencing. Table 37: University Halls of Residence income by Hall  

  Total Income ‐ Wessex Lane  Total Income ‐ Glen Eyre  Total Income ‐ Small Halls    

2009/10 £7,212,954  £9,482,236  £5,033,994  £21,729,184 

2010/11 £7,575,786  £9,590,108  £5,832,239  £22,998,133 

University Residences also rent out rooms to visitors and students for short term stay (i.e. post intake). This has generated £341,219 this year. The year on year comparison can be seen in the following graph.       36 Student Services Annual Statistical Report 2010-2011


Graph 23: Post Intake and Visitor Income – year on year comparison 

 

Quality of Service Table 38: iBarometer Survey – November 2010: Student Satisfaction of living –related aspects in halls of residence including  iBarometer survey average, University of Southampton and Russell Group results    

   Internet Access at Accommodation  Quality of Accommodation  Feeling safe and secure  Cost of Accommodation 

% 'Satisfied'  ISB Average  Southampton  81%  87%  84%  86%  90%  86%  59%  56% 

RG Average  ISB Rank  81%  46th  86%  107th  89%  162nd  58%  130th  

RG Rank  1st  11th  13th  10th 

Table 39: iBarometer Survey – November 2010: Student Arrival Satisfaction  

  Accommodation Service  Uni Fees/ Finance Office  Formal Welcome  Social Activities  First Night  Registration  Email / Internet 

2005 49%  64%  77%  73%  69%  80%  84% 

2006 63%  67%  82%  78%  73%  83%  90% 

2007 72%  72%  85%  79%  72%  87%  92% 

2008 75%  75%  85%  84%  77%  83%  89% 

2010 83%  81%  91%  86%  82%  90%  85% 

2005 vs  2010  +35%  +18%  +14%  +13%  +13%  +10%  +1% 

37 Student Services Annual Statistical Report 2010-2011


Wellbeing 38 Student Services Annual Statistical Report 2010-2011


Introduction to Wellbeing Wellbeing provide the following services to students and staff at the University of Southampton: 

Counselling Service

Early Years Centre

First Support

Residences Support Service

Sport and Recreation

Counselling Service Counselling supports students and staff with their emotional well-being. The service operates with a team of core staff and provides supervision placements for trainee counsellors to practice. Counselling can take the form of individual one-to-one work which can last up to 6 sessions or supportive groups lasting 8 weeks. The service also provides dedicated support for individual schools in the way of a named contact to enhance the student experience and staff awareness. Early Years Centre The Early Years Centre has 108 places for children aged 4 months to 5 years old, with qualified staff providing care and early years education for the children of students and staff at the University. The service operates for 50 weeks of the year, Monday to Friday between 0800 and 1800. The day is comprised of two sessions. First Support The First Support team is dedicated to being the first point of contact in supporting students during times of crisis. The team works closely with students to give practical support and signposting to the appropriate services internally and externally for ongoing support. Residence Support The Residences Support Service has staff based in all University Halls of Residence and are available to students between 6pm—8am every night. The team provide students with support, advice and information in halls of residence. The team facilitate communal living by ensuring that students abide by the Hall Regulations in a social but study conducive environment. Sport and Recreation Sport and Recreation offers a wide range of indoor and outdoor sports facilities and promote sport at all levels from beginners through to elite athletes. It provides a comprehensive programme of courses and classes including watersports, swimming and fitness. The team works closely with Student Union to provide facilities for club training sessions and matches to ensure the success of the inter-university competitions. Sport and Recreation operates a membership scheme which provides access to all facilities for students, staff and the local community.

Counselling Service The counselling service supports all University of Southampton students as well as 5,500 University of Southampton staff.

39 Student Services Annual Statistical Report 2010-2011


Service

Delivery

Table 40: Total number of new Counselling clients by type per month 

  Students  Staff  Total 

2009/10 792  132  924 

2010/11 687  100  787 

% Variance  ‐13.26%  ‐24.24%  ‐14.83% 

2010/11 saw a decrease in the number of new clients across both staff and student client groups. This is despite additional resource being recruited to support University of Southampton staff during transitions. Graph 24: Breakdown of Counselling clients by fee status per month 

The counselling service support mostly home UK students. The peaks in support for this student group occur during November and December and during January and February. These peaks reflect the increase in stress experienced by students during transition to/from university, going home for the holidays and the semester exam periods. These peaks in stress for the students results in an increase in the use of the Counselling services. Counselling Services have run Groups in past years; however, in 2010-11 the Groups & Workshops programme was fuller and more successful due to increased publicity, better referral via assessment and a dedicated Coordinator from the Practitioner team. These actions will be continued for the 2011-12 year. In response to participant feedback, more workshop type activities will be offered rather than longer term group support. Table 41: Groups & Workshops: Variance between inquiries, registration, and attendees

Inquiries Registered  Attended  Total Variance % between  Inquiries and attended 

142 128 70 ‐49%

40 Student Services Annual Statistical Report 2010-2011


Graph 25: Groups & Workshops:  Breakdown of registrants to attendees 

Table 42: Groups & Workshops:  Comparison of clients registered for sessions v.s. attended, by type 

  Undergrad Students  Postgrad Students  Staff  Total 

Registered 88  25  15  128 

Attended 44  16  10  70 

Variance %  ‐50%  ‐36%  ‐33%  ‐46% 

A higher percentage of staff attended Group/Worskshop sessions (14.2%) than attended individual sessions (12.7%), despite the the additional Counselling staff member dedicated to supporting staff this year during transitions. Table 43: Groups & Workshops: Comparison of clients registered for sessions v.s. attended, by fee status 

  UK  International  EU 

Registered 86  18  9 

Attended 44  9  7 

Variance %  ‐49%  ‐50%  ‐23% 

Attended 21  49 

Variance %  ‐44%  ‐47% 

Table 44: Groups & Workshops: Breakdown of Registrants by Gender 

  Male  Female 

Registered 37  91 

  41 Student Services Annual Statistical Report 2010-2011


Table 45: One‐to‐One: Breakdown of Registrants by Gender 

  Male   Female  Total 

Attended 208  871  1079 

% of Attendees  19.3  80.7    

The registration percentage of male and female clients for groups/workshops is 71.1% female and 28.9% male; the percentage for individual clients if 80.7% female and 19.3% male. This is a higher differential than in the general student population, i.e. 54.1% female and 45.9% male. Initial comparison would indicate that male students may prefer to attend a counselling session in a group setting v.s. one-to-one. This is an area that will be reviewed and additional research conducted in 2011-12 in order to inform decision-making regarding the effective promotion of Counselling services and support to male students and staff.

Cost of Service Table 46: Comparison of number of contact hours for Service delivered 

  Facilitation hours  Pre‐Group Assessment 

One‐to‐One Counselling  0  0 

Group Counselling   47  26 

Counselling sessions: 70 x 6 hrs (aver.)   420 

 

Total hours for delivery of service 

73

420

Any additional Administration and Supervision time was done in existing Administration time and did not result in a loss of Client hours. Table 47: Trainee Counselling Sessions 

Month August  September  October  November  December  January  February  March  April  May  June  July  Total 

Total Sessions  99  118  283  512  228  286  408  379  68  404  275  129  3189 

Trainee Sessions  23  30  123  179  88  116  163  165  28  185  95  26  1221 

Trainee %  23.23%  25.42%  43.46%  34.96%  38.60%  40.56%  39.95%  43.54%  41.18%  45.79%  34.55%  20.16%  38.29% 

Notional Cost  £450  £587  £2,408  £3,505  £1,723  £2,271  £3,192  £3,231  £548  £3,622  £1,860  £509  £23,907 

42 Student Services Annual Statistical Report 2010-2011


Quality of Service In line with Student Services focus on group delivery, Counselling have provided group sessions to students. These sessions have been well received by attendees with improvements in participants’ self-ratings after attending a session. Table 48: Evaluation of Group sessions by participants 

  Expectations Met  Objectives Met  Quality of Facilitation 

Average Score (out of 5)  4  4.25  4 

Table 49: Group participants’ self rating before and after group session (1‐10 scale: 10 = most serious; 1 = least serious) 

  Quality of Life  Academic Work Performance  Wish to Continue at SU 

Before Group  7.5  6.5  5.1 

After group  6.4  5.3  3.3 

Score Variance  ‐1.1  ‐1.2  ‐1.8 

Prior to attending a Group, participants were asked to rate how seriously the issue was currently affecting them in the following areas: Quality of Life, Academic / Work Performance and their Wish to Continue at Southampton University. Participants were then asked to rate these scores on completion of the Group. C.O.R.E. was used to evaluate some of our Groups at their Pre and Post stages. The average score reduction was 1.2 .

43 Student Services Annual Statistical Report 2010-2011


Early Years Centre Service

Delivery

The graph below shows occupancy levels were lower at the start of the year especially for children aged 4 months to 2 years. Occupancy levels also show a decrease from May when students begin to complete their studies and therefore leave the area or are available to care for their child. Children are moved between age groups dependent on age, readiness in terms of child development and availability of places. Graph 26: Occupancy level by age range

Sessions are run in the morning, 8 am to 1 pm, or afternoon 1 to 6 pm. Parents can therefore choose for their child to attend for one of these sessions or a whole day. Some students receive support towards session costs via subsidies from Southampton City Council. Table 50: Cost of Early Years Centre session by customer type

Customer Type  Student  Staff  External 

Cost per session  17.60  17.60  21.00 

Full Day Cost  35.20  35.20  42.00 

The table below reflects requests lodged for advanced placement of a child, i.e. made by parent(s) during pregnancy. Requests are added to the Early Years Centre waiting lists and places are reserved where possible. Table 51: Advance Requests for Placements

Customer Type  Student  Staff  External 

2010‐11 28  31  7 

44 Student Services Annual Statistical Report 2010-2011


Cost of Service Graph 27: Early Years Centre income by month

Early Years Centre income has decreased by 2.64% in 2010/11 compared to the same period last year. This is in line with a decrease in occupancy levels during the same period. The income trends are different in 2010/11 compared to 2009/10 with income increases occurring approximately one month later than last year.

Â

45 Student Services Annual Statistical Report 2010-2011


First Support Service

Delivery

First support operated 24/7 for the past academic year. The team successfully implemented an on-call rota to enable queries to be answered out of hours, First Support being the constant point and the referral route for incidents to be picked up during the day. Despite administrative support being low the team have been able to improve links with the faculties and external support services to quickly assess and refer students on for appropriate support. Graph 28: Number of incidences in First Support by month

The number of incidents trend appears to be very similar year on year; however, there was a 100% increase of incidents that happened in October in 2010-11.

Table 52: Number of Out of Hour Incidents

  Total Number of Incidents  Total Hours  Average Hours per incident 

2010‐11 71  59  0.84 

46 Student Services Annual Statistical Report 2010-2011


Residence Support Service

Delivery

The Residence Support team provide support to Students in Halls of Residence between 6pm – 8am weekdays and all weekend. They act as the point of contact for student queries or concerns during this time. They are trained to handle a variety of incidents and have seen an increase in the number of incidents handled during 2010/11. Table 53: Residences Support Number of Incidences by Hall site per month 

Wessex    Lane  August  No data  September   47  October  294  November  274  December  180  January  184  February  259  March  244  April  58  May  143  June  138  July  22  Total  1843 

Archers Glen Eyre  Highfield  Road  No data  No data  No data  70  6  103  223  6  278  245  12  118  144  73  85  200  40  79  348  0  150  344  73  134  134  21  40  267  28  109  152  24  65  46  4  74  2173  287  1235 

Bencraft No data  0  12  2  47  54  44  38  18  22  10  2  249 

Erasmus Park  No data  4  51  77  54  42  78  119  50  102  37  6  620 

All Halls  No data  230  864  728  583  599  879  952  321  671  426  154  6407 

As well as the total number of incidents in Halls of Residence being recorded the team also capture the reason for the incident occurring. These are categorised into 19 incident types shown in the table below. Table 54: Residences Support Number of Incidences by Type 

Incident Type  Health and Safety  Wellbeing 

Number of Incidents  601  1752 

Emergency Services: Ambulance  Required  Emergency Services: Police  Emergency Services: Fire  Discipline  Harassment  Room Access  Noise  First Aid  Fire Alarm   Disability  Mental Health  Break Ins  Domestic  Personal 

48 27  2  569  5  213  754  21  244  2  7  26  750  130  47

Student Services Annual Statistical Report 2010-2011


Community Issue  Victim of Crime  Other  Total 

204 28  1024  6407 

The highest incident types for Residences Support are wellbeing, other and noise. The category types will be reviewed and revised in order to provide a greater breakdown and understanding of the current ‘wellbeing’ and ‘other’ category incident types.

Quality of Service Table 55: iBarometer Survey – November 2010: Student Satisfaction with Residence Support Service including iBarometer survey  average, University of Southampton and Russell Group Average    

     ISB Average  Resident Support Advisor  85% 

% 'Satisfied'  Southampton  93% 

RG Average  90% 

Overall University of Southampton were ranked 17th across all ISB ranked institutions and fifth within the Russell Group

Table 56: iBarometer Survey – November 2010: Student Satisfaction with Residence Support Service wave on wave comparison 

Residential Support Advisor 

Autumn Autumn 2007  2008  88%  85% 

2007 v.s.  Autumn 2010  2010  93%  5% 

48 Student Services Annual Statistical Report 2010-2011


Sport and Recreation Service

Delivery

The graph below shows that the usage trend of the Sports facilities in the Jubilee Sports Centre is similar to 2009/10. Usage increased this year at the start of the new academic year. Graph 29: Number of customers using Jubilee Sports Centre facilities 

The table below shows the number of customers using the facilities at the Jubilee Sports Centre. This data shows the number of people who have gone through the main entrance turnstiles at different times of day both on weekdays and weekends. The data shows a major peak usage of the facilities between 4-7 pm weekdays, with an additional peak time from 12-1 pm. To improve our service to customers Sport and Recreation are reviewing ways to increase facilities capacity to users during these time periods. Table 57: Number of customers using Jubilee Sports Centre by time of day 

Time of Day  7‐8 am  8‐9 am  9‐10 am  10‐11 am  11 am ‐ 12 pm  12‐1 pm  1‐2 pm  2‐3 pm  3‐4 pm  4‐5 pm  5‐6 pm  6‐7 pm  7‐8 pm  8‐9 pm  9‐10 pm  Total 

Weekdays  22765  14921  14936  18277  23574  30570  24420  26772  30395  37186  54055  43055  27248  18059  5605  391838 

Weekends  n/a  6480  6282  9522  7495  7069  7681  8905  8116  9183  10274  9376  7431  5107  1661  104582  49

Student Services Annual Statistical Report 2010-2011


Graph 30: Number of interactions at the front desk (August 2010 – April 2011) 

Despite the fact that at certain times of the year there was a decrease in the number of customers using the Jubilee Sports Centre facilities (Graph 28), interactions with customers increased at the front desk during the same period, i.e. December and January. Note: In 2099-/10, data available for August to April time period only; 2011/12 will show a comparison of the complete year. Table 58: Number of bookings at Wide Lane sports ground (August 2010 – April 2011) 

Activity Cricket  Pavilion  Pitches  Synthetic  Tennis  Total 

2009‐10 59  284  473  632  954  2402 

2010‐11 55  475  817  533  667  2547 

While there was an overall increase in the number of bookings at Wide Lane, tennis bookings dropped significantly (287). Table 59: Classes: type and attendance (August 2010 – April 2011) 

Class   Aquafit  Aerobics  Latino Aerobics  Step Aerobics  Core Fitness  Circuits 

Total Classes Run  118  65  32  57  50  76 

Total Attendance  2839  4466  1677  2904  1412  9091 

Average Class  Attendance  24  69  21  51  28  120 

Class Capacity  25  100  100  80  120  160  50

Student Services Annual Statistical Report 2010-2011


Stretch & Flex  Body Conditioning  Spinning  Total 

94 84  139  715 

1322 4973  1564  30248 

14 59  11  42 

120 120  15  920 

Circuits is our most popular class and one from which we have to turn people away for lack of space. We have moved the spinning equipment to free up space within the main gym in order to ease capacity issues.

Cost of Service As part of Student Services transition programme in 2010/11 the original decision was taken across the department to remove the use of zero-hour contract or casual staff. Following further consultation, total removal has been deemed difficult, etc. We should therefore see a reduction in casual staff hours next year. Graph 31: Number of casual staff hours of reception cover in the Jubilee Sports Centre 

Graph 32:  Cost of running classes/courses in additional staff cost  

Going forward, we will have full time-equivalent staff to deliver these classes. With these full time staff, we will have 51 Student Services Annual Statistical Report 2010-2011


additional capacity for class delivery during their shifts, reducing overtime payments.

Graph 33: Cost of casual/temporary staff – Lifeguards 

The exact reason for rise in staff costs is unknown; due to Transitions and change in management structure the history of the decisions taken is unknown; permanent sport recreation staff will reduce the need for separate lifeguard staff as the permanent employees will have the skills required to carry out lifeguarding duties.

Quality of Service Our cost to customer is competitive against both other universities and private sector health clubs, especially when considering our level of facilities compared to some of the organisations benchmarked.

Table 60: Benchmarking Price of Membership (per annum) 

Organization University of Southampton  Soton City Council  Fleming Park  David Lloyd  Fitness First  Portsmouth University  Surrey University  Bournemouth University  Average Price 

Student £115  £310  £325  £839  £348  £140  £195  £150  £302.75 

Staff £193  £405  £404.50  £1,006  £396  £190  £540  £150  £410.56 

Public £320  £422  £227.50  £1,006  £396  £280  £696  £180  £469.06 

52 Student Services Annual Statistical Report 2010-2011

University of Southampton Student Services Statistical Report  

University of Southampton Student Services Statistical Report

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