Case Study: Transforming the student experience The Challenge: 1 Greatly expand self-service channels, and 2 Redesign business processes to maximise automation. Why it was important: As a top Australian university, QUT recognises the importance of delivering the best experience to students. The process of enterprise change is not, however, a simple task. QUT, like many large organisations has created over several years, a variety of service initiation points supported by a range of technologies. Some were paper. Some were simple online forms. Others were initiated by email. Therefore, the first step on the transformation journey was the consolidation of existing services into a single framework to allow for: A consistent student experience across central administration and faculties

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