Ryerson’s ServiceHub celebrates a year of shorter wait times

Ryerson ServiceHub Anniversary

Ryerson’s ServiceHub celebrated its first anniversary on Sept. 9, 2016. (Isabelle Docto)

Blue and yellow balloons replaced long lines outside POD 150, as the ServiceHub celebrated a successful first year.

The ServiceHub combines a range of services previously provided by the Office of the Registrar (RO), including fee payments, admissions and document requests.

According to Charmaine Hack, university registrar, wait times have been cut from over an hour to an average of 19 to 23 minutes since the ServiceHub was created. During non-peak periods, Hack said wait times can be five minutes or less.

“The queuing system has allowed us to triage students in a different way,” explained Hack, referring to the ticketing system that sorts students depending on the service that they need.

Fourth-year biology student Kash Mody remembers when he had to wait over an hour to get administrative services provided by the RO. “Before, you had to wait in line and then the line would go outside the door,” said Mody. Since the implementation of the ServiceHub, he’s seen improvements.

The RO is working to digitize more processes to further reduce wait times, including adding self-serve options on RAMSS so that students don’t even need to set foot on campus.

“It’s looking at every different touch point that students would have with our service … and finding ways to create better efficiencies so that students don’t have that run-around experience,” Hack explained.

Since its inception, the ServiceHub has also generated worldwide buzz for its design. It recently won an Association of Registered Interior Designers of Ontario award.  

“The fact that we’re now getting accolades from not just a service perspective, but from a design perspective is putting Ryerson on the map,” Hack said.

However, she recognizes that there’s always room for improvement. Students are able to submit instant feedback about the ServiceHub by filling out a survey on its website.

ServiceHub first year milestones data

(Isabelle Docto)

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