Student Case Management System

This is not a tender exercise. This is a scoping phase and not part of any formal procurement process and there is no commitment to carry out such a process at this stage. Participation or non-participation in this PME exercise shall not prevent any supplier from participating in any future procurement process, nor is it intended that any information provided shall place any supplier at an advantage or disadvantage in any future procurement exercise.

The University of Huddersfield (UoH, we/our, the University) is exploring options for a Student Case Management (SCM) system to improve and modernise our student support offer. For the purposes of the PME we invite potential partners to complete the linked questionnaire based on the primary and secondary enquiries below.

Primary Enquiries

We would like to focus on and gain insight into the following aspects of your product and offer:

1. Case Handling Scope - How far does your system support case management for the following areas:

• Regulatory Casework: Complaints, Disciplinaries, Misconduct, Appeals, Fitness to Practise, Attendance Monitoring, OIA Case Reviews
• Academic Tutoring: Academic Skills Tutoring, Personal Academic Tutoring Support
• International Office: Immigration and International Student Case Management, UKVI case monitoring
• Student Services: Wellbeing, Disability, Attendance and Engagement Support

2. Case and Enquiry Handling – Creating an Intelligent Front Door

• How does your system manage enquiries and cases?
• Does it support integration with existing enquiry management systems, specifically our existing TopDesk system?
• Can workflows be customised for different case types and escalation paths?
• How does it create an online intelligent front door that can triage and route enquiries, and integrate with physical and telephone service desks?

3. Integration Capabilities

• An overview of your integration capabilities and existing connections to student record systems, finance systems and other university applications such as student portals
• Your support for APIs or middleware for custom integrations?

4. Product Pricing and Implementation

• Your pricing model for the SCM system? Please include:

o Product licensing: Is it per institution, per user, or another model?

o User licensing: How do you handle different user roles (e.g., staff, students)?

• What are the typical implementation costs and timelines?
• What is your implementation approach?

o Do you offer phased rollouts or full deployment?

o What support and training do you provide during implementation?

Secondary Enquiries

Additionally, we would like to explore how your product addresses the areas detailed below, as well as any additional benefits and functions your product offers:

1. Streamline the student case management lifecycle from initiation through to resolution.
2. Provide students with secure access to a centralised support channel for timely help and guidance.
3. Offer role-based access and control to ensure only authorised users can view or edit sensitive information.
4. Enable documents to be captured, stored, organised, and retrieved securely.
5. Support staff communication with students and stakeholders through integrated messaging tools (e.g., email, SMS, notifications).
6. Facilitate creation, assignment, updating, and closure of cases, capturing key actions and outcomes seamlessly (including appointments and events).
7. Track and report on case activity, resolution times, case types, and outcomes to support decision-making and continuous improvement.
8. Integrate with key university systems e.g., Student Records and other support systems.
9. Maintain an audit trail of all changes, actions, and users involved in each case for accountability and compliance.

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