UNIVERSITY OF PORTSMOUTH
1710 – Student Hub
The University of Portsmouth intend to create a step change in the consistency and availability of their
student support services. We were asked to work with colleagues from across the support service
environment to map out the extent of current service provision. We were also asked to research experience
and models of student hubs elsewhere, undertake a gap analysis against Portsmouth’s current provision and
ultimately to provide recommendations for inclusion within the implementation plan.
We held exploratory interviews with a cross-section of staff at Portsmouth to understand the current state,
challenges and opportunities. We then undertook a network-led analysis of successful Student Hub initiatives
elsewhere in the sector and held learning visits and/or video calls with HEIs regarded as expert practitioners.
Finally, we analysed a range of data to draw out both operational detail (high volume queries, quality
measures, supporting technologies) and overall learning points.
Our overarching recommendation was that Portsmouth transition towards a ‘Hub & Spoke’ model of service
delivery, examples of which were provided in the final report. This recommendation was underpinned by ten
supporting ones which focused on development of the Target Operating Model, Service Blueprints, Operating
Principles and Business Process Redesign.
SUMS has subsequently been engaged to work on the next phase of the project.
Activities
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