Software package and information systems

Tender description

The University of Sunderland is the fifth largest recruiter of international students in the UK. As well as our two Sunderland-based campuses we operate a site at Canary Wharf in London as well as delivering our programmes to 6 500 overseas students in their own countries. We also operate National Glass Centre, a centre of excellence and visitor attraction for contemporary glass. The University is looking to make a significant service enhancement and cultural shift to how we engage with our student body. Central to our approach will be the implementation and provisioning of a suitable Student Solution Centre (SSC) to provide a key touch point to student engagement throughout the student lifecycle journey that is capable of managing and directing enquiries, requests for assistance, complaints and booking appointments and places on workshops. We have conducted significant internal reviews and identified this requirement as centric to the successful management of the University of Sunderland specific student journey through academia. University of Sunderland will invite bids for an SSC. The contract will involve design, customisation, installation, implementation, training and possible hosting, maintenance and support of this key requirement. We will define an ambitious scope, covering the full student journey and expect this to be delivered by a suitable solution that will interface with other University of Sunderland systems. The ability of systems and solutions to provide a seamless user experience will be key as well as a suitable analytics tool to understand and report on user interfaces within the solution.