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 Enquiry Management Forum

​Enquiry Management Forum

The Enquiry Management Forum is a committee of the University of the Western Cape which reports to the Registrar. The committee is made up of representatives from various faculty and departmental help desks. There is an EMF meeting at least once every academic term or 4 times a year.

The focus of the meetings is events driven (applications, registration, graduation, exams, etc.). Discussing enquiry management challenges experienced during these events and how to prepare for them has been very well received by all role players. More importantly we set out to adhere to the committee’s mandate to,

 

·         Identify and discuss issues that have an impact on service delivery; 

·         Monitor “client” satisfaction and identify areas where recurring problems are encountered; 

·         Improve the understanding and communication of administrative rules and procedures; 

·         Clarification of referral and escalation protocols; 

·         Improve role clarity; 

·         Identify training needs in order to professionalise UWC front line staff. 

 

The Enquiry Management Forum is very well attended and always has a positive and vibrant energy about it. It is going from strength to strength and members often note how refreshing it is engaging their colleagues that experience similar service issues but in different departments.

 

We started with a set group of enquiry management staff all representing a department but realised there were key role players that can add value to EMF. Notable inclusions in 2014 are the accounts department, cash office and Division of Lifelong Learning. A member from the Kovacs Student Village also joined us as an observer. More announcements will be made soon regarding departments we will invite to either be permanent members of EMF, or to form part of a specific meeting.

 

EMF has its own identity and our Enquiry Management logo clearly encapsulate what we stand for. It’s a comittee that enables us to work together and strengthen the service loop during our day to day engagement with clients, whether they are students, prospective students, colleagues, alumni or sponsors.

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