Results at a glance
40+ processes digitised in 12 months. Legacy systems untouched.
40+
Business processes digitised in 12 months
94%
Improvement in turnaround time for research requests
12,000
Staff hours saved per year
The situation
The Challenge
A world-class university. A complex technology landscape.
The University of Queensland is one of Australia's leading research and teaching institutions. In 2017, it had more than 52,000 students — including 15,400 international students from 141 nations. UQ continually works to foster student retention and employability through best-practice inductions and student experiences.
Supporting different student profiles across multiple channels is a complex problem — particularly at UQ, where core systems including Student Management, HR, Financial, and Learning Management are up to 15-20 years old. Integrating these legacy systems while delivering a modern, seamless experience was the central challenge.
What Changed
Ofelia enabled UQ to digitise and automate internal processes without replacing existing infrastructure. Students can now submit and track requests in real time from any web or mobile device. Staff processing time has been greatly reduced. UQ is also benefiting from cost efficiencies through improved data accuracy, reduced integration development effort, and paper minimisation.
How it came together
Research
94% improvement in average turnaround time for higher degree research requests — an estimated saving of 12,000 staff hours per year, equivalent to a 67% increase in efficiency and approximately 7 FTE in workload.
Student Admin
Student requests are now submitted online and processed by UQ staff and via automated workflow.
Human Ressources
Automated high volume processes including fixed term renewals and requests for flexible work arrangements.
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In their words
"It's very important for us to think about students as customers — they have huge expectations in what they expect from services and they don't expect to have to go to different systems to get access to various kinds of service requests."
Richard Rerrie
Senior IT Manager, Application Development and Support
University of Queensland
