George Brown streamlines access to student services

About the project

Enhancing Student Services at George Brown College

George Brown College (GBC) serves a diverse student population, with 22,000 full-time students, over 3,000 part-time students, and nearly 53,000 continuing education registrations across three downtown Toronto campuses. Faced with challenges in student service delivery and the need for virtual services during the pandemic, GBC partnered with WaitWell to unify and streamline the student experience both in person and online.

Overview

GBC identified significant inefficiencies in its student service delivery model. Before implementing WaitWell, services were inconsistent across departments, with different virtual systems being used in various departments, creating confusion for students.

The ability to transfer a student from one service location to another as needed came up as a benefit in our stakeholder discussions.

Rhoda Ramos
Senior Manager of Student Success Service Integration

In the fall of 2022, WaitWell was introduced to centralize and simplify how students access services, whether they are on-campus or online. This resulted in faster service times, better resource management, and an overall more cohesive experience for students.

Challenge

Disconnected service systems and increased demand

Before WaitWell, GBC faced numerous challenges, especially when the pandemic forced a transition to virtual services. Each department implemented its own system for managing virtual queues, which led to inconsistent student experiences and slower response times. Additionally, with students returning to in-person activities, the college needed a system that would eliminate long physical lineups while still supporting the growing demand for virtual services.

Departments also struggled with handling and tracking student requests across multiple channels, such as email and phone, causing inefficiencies.

Solution

WaitWell’s unified queue and appointment management system

WaitWell worked with GBC to design a centralized queue management system that integrates both virtual and in-person services. The solution allows students to access services through a Virtual Service Desk using MS Teams, book appointments in advance, and reduce wait times. It was rolled out to 10 different service areas, including campus tours, financial assistance, and admissions.

One of the standout features is the ability to transfer students from one service location to another without making them re-queue, ensuring they are served by the right personnel more efficiently. WaitWell also provided valuable business analytics, allowing GBC to optimize staffing and improve service quality.

Results

Enhanced operational efficiency and student satisfaction

Since implementing WaitWell, GBC has seen a significant reduction in wait times and improved staff efficiency. The Financial Aid department, for example, reduced processing times for inquiries by 20%, while registration service requests were completed 9 minutes faster on average per visitor. Students have benefited from a more unified and streamlined experience, whether accessing services in person or virtually.

With WaitWell, GBC has transformed how it delivers student services, allowing it to meet the needs of a growing and diverse student population, while also supporting staff with more flexible work options.