TWU's new Service Hub helps students answer any type of need or question relating to University life, with the most popular needs being tech support and course registration. Since the start of the semester, the Hub has helped the campus community solve thousands of requests.
This past summer, TWU launched a new Service Hub to help students get connected, quickly and easily, to various services on campus.
Since the start of the Fall semester, the Service Hub – which is accessible online, by phone, and in person at the Reimer Student Centre – has helped the campus community answer thousands of requests.
The Service Hub receives any type of question or need relating to University life, anything from course registration and tuition payment, to inquiries about housing and financial aid.
Experts who are ready to help
The Hub's in-house experts include members from TWU’s Information Technology (I.T.), Office of the Registrar, and online learning teams.
Since expanding the team of experts, the volume of requests received grew from 500 service requests in June 2021, to 3,000 requests in September. During the peak season of August to September, 6,000 requests were processed.
Currently the most popular requests are for technology support (40% of tickets received) and the Registrar’s Office (38%).
Dan Burnett, Enterprise Service Management Director, oversees the Hub team. He has watched the growth in traffic for the Hub. “We are happy to see students’ needs being served, as quickly and effectively as possible. We have a great team who are committed to providing a quality experience for those who attend TWU,” he said.
Seeking to deliver the best possible service, the Hub provides students an initial response in four hours on average. A student’s request is resolved in about four business days.
Part of TWU's long-term vision
Beyond simply servicing student needs, the Hub is part of TWU’s long-term vision for a Connected Campus.
In an era of remote learning and online interaction – trends that rapidly intensified over the past year – TWU is seeking to better meet student needs by orienting the University around the student’s overall journey.
As Brian Kerr, SVP of Enrolment, Personal and Professional Development, describes, “Connected Campus creates opportunity for working together, and empowers staff and faculty to provide student-facing experience."
See also—University oriented around the student journey: How TWU faculty and staff work together to support students through a Connected Campus:
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About Trinity Western University
Founded in 1962, Trinity Western University is Canada’s premier Christian liberal arts university dedicated to equipping students to establish meaningful connections between career, life, and the needs of the world. It is a fully accredited research institution offering liberal arts and sciences, as well as professional schools in business, nursing, education, human kinetics, graduate studies, and arts, media, and culture. It has four campuses and locations: Langley, Richmond-Lansdowne, Richmond-Minoru, and Ottawa. TWU emphasizes academic excellence, research, and student engagement in a vital faith community committed to forming leaders to have a transformational impact on culture. Learn more at www.twu.ca or follow us on Twitter @TrinityWestern, on Facebook and LinkedIn.
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Photo credit: Cheyanne Stein