Enquiry Management Project

In December 2006 Student Services received a grant under the UWA Learning and Teaching Performance Fund to pilot a new approach to the management of student administration related student enquiries. UWA entered into a licence agreement with RightNow Technologies in December 2006 and ipoint was launched on 9 July 2007.

ipoint Launch

Student Services new Enquiry Management Service ipoint went live in July 2007 and was officially launched by Vice-Chancellor, Professor Alan Robson at the Launch Party.

ipoint - About the Project

ipoint provides current UWA students and staff with a website where they can search for answers to commonly asked questions. They also have the ability to "Ask a Question" and receive a response from a Customer Service Officer within two working days.

ipoint enables historical knowledge to be captured and retained within one system, with the knowledge base growing as more frequently asked questions are added. It also provides incident tracking so the full history of a customers contact is available.

With the ability to track and monitor enquiries, valuable statistical data can be gathered and analysed on search patterns and details. The system can also be used to log phone calls and counter visits to get the full picture of the service we are offering our clients.  

ipoint - Future Plans

Extension into Faculties and Other Service Areas
The ipoint project currently provides questions and answers to enquiries relating to Student Administration, the Library, Parking & Transport and the Business School. There are plans to extend into other faculties with roll out to the Faculty of Arts, Humanities and Social Sciences planned for the near future and the Faculty of Engineering, Computing and Mathematics to follow soon after.

Future Student and Public Access
The ipoint website allows anyone free access to view Questions and Answers. However, it is restricted to UWA staff and students with a Pheme account to "Ask a Question". Work is underway to create an area where future students and the public can "Ask a Question" and receive an answer to their enquiry from a Customer Service Officer.

Newsletters, Campaigns and Surveys
ipoint can be used to create newsletters and other bulk mailings. Subscriber information can be held and managed in one area. Lists can be segmented into cohorts to ensure the correct target audience has been captured. The "Prospects" newsletter was successfully mailed to subscribers in May 2009 and is now managed within ipoint.

Multi stage campaigns can also be generated, surveys performed and feedback collected to analyse how effective a marketing campaign has been.

Creating a link to ipoint

If you would like to provide a link back to ipoint on your own site, please follow these simple instructions

Contact the ipoint Team

If you would like more information about the ipoint Project please contact:

Julie Millias - Senior Administration Officer
Phone: 6488 4244
Email: julie.millias@uwa.edu.au

Chay Tan - Computer Support Officer
Phone: 6488 7991
Email: chay.tan@uwa.edu.au

If you are interested in the implementation of the project, the documents below may be of assistance: