Project TIGERS at Birmingham City University (BCU) is an exemplar of the university’s vision of transformation, both of students and of partners. The project is based in the Faculty of Computing, Engineering, and the Built Environment (CEBE), which has an exceptionally diverse student population. These differing educational backgrounds require an innovative approach to provide relevant and accessible student support.
In this context, finding novel methods of maximising engagement and delivering targeted help when needed becomes especially important, and this nomination demonstrates the value of taking a collaborative team approach to this task. The project delivers digital engagement through an ongoing partnership between key internal stakeholder groups in BCU (students, academics and professional support units) and an external tech startup, Tandem Labs. At its heart sits the innovative digital platform University Assistant, the culmination of a two-year development programme, delivered through an absolute commitment to effective team-working for mutual benefit.
In effect, the University Assistant app ‘cuts through the noise’ so the most important messages are heard, and provides a feedback channel so the student voice is loud and clear in return. It is built around video-led, mobile-first resources, tailored content and an instant chat facility managed by Student Success Advisors. The opportunities this provides are hugely exciting. First, the app provides an intuitively student-friendly channel. Secondly, through hyper-relevant targeting of notifications and content, the team can nudge behaviours and positively influence outcomes. The app has achieved 97% uptake amongst the incoming student population, enabling a rapid response to well over 800 queries, and CEBE has seen a 21% reduction in withdrawals during the crucial first six months of study.
The team is delighted that students have valued and appreciated the project. Sample feedback includes: “It's like instant gratification for solving issues quickly”, and “Being able to ask any question, no matter what and have a quick, real human response is amazing”. All this has only been made possible by working with great colleagues internally, and through the innovative, commercial sensibilities of an external partner. It is a seamless, transformative collaboration, which the team believes provides inspiration to the entire higher education sector.
Team members:
Professor Nick Morton
Professor Hanifa Shah
Amar Masonde
Rosemary Ambrose-Odulaja
Stepfanie-Nicole Szabo
Cameron McCulloch-Keeble
Nathan Dewell
Sunnah Yaqoob
Liam Matthews-Dibbins
Wil Vincent
From partner Tandem Labs:
Professor Rob Pritchard
Tom Pritchard