Improving the way we answer your queries

Greater transparency and quicker response times are just two of the benefits that our new online enquiry system will bring
Person at computer
The new online system has the capacity to manage enquiries across all departments

We've put together some Q&As on the online enquiry management system (ESD) now being used by the University of London International Programmes. We hope these Q&As will help address some of your questions and help clarify the new process aimed at delivering a co-ordinated and timely response to enquiries.

What is the ESD system?

ESD stands for Enterprise Service Desk, an online system used to manage incoming enquiries. It has the capacity to manage all our enquiries across all departments within the International Programmes.
 
Why has the International Programmes switched to this system?

The online enquiry management system (ESD) provides a single point of communication for all incoming enquiries from both current and prospective students. All communication between the enquirer and the International Programmes is logged centrally through the ESD system. This enables us to provide you with a response that is both appropriate and timely. Using the ESD system, we are able to formulate our response against a backdrop of historical information that has been collated over a period of time in relation to the individual making the enquiry.
 
Enquiries were previously dealt with by the Information Centre, so what has changed?

Enquiries were previously dealt with by the Information Centre, now known as the Student Advice Centre. As enquiries were often sent to a number of generic email addresses and were received by more than one team, this resulted in duplicate emails and telephone calls to staff.

The generic email boxes listed below have been closed. The online enquiry management system (ESD) now provides us with a single point of contact for all enquiries. It creates a central record of all enquiries received and our responses to them.

  • enquiries @ london.ac.uk
  • programme.enquiries @ london.ac.uk
  • admissions @ london.ac.uk
  • postgraduate_admissions @ london.ac.uk
  • enrolments @ london.ac.uk
  • student.transfer @ london.ac.uk
  • ipstudents.fees @ london.ac.uk
  • uolia.support @ london.ac.uk
  • sitsconfiguration @ london.ac.uk
  • uolia.examresults @ london.ac.uk

The teams within the International Programmes that previously used these generic inboxes are now all using the online enquiry management system (ESD) for managing enquiries.

How does the new system work?

When you log on to make an online enquiry, you are provided with a set of FAQs that could potentially answer your question. To help you find the most relevant answer, the FAQs are sorted in a number of different ways including by course and categories of the student lifecycle, for example admissions, examinations, registration and alumni. The FAQs are regularly updated and will hopefully provide you with the answer you are looking for.

 What happens if I can’t find the answer I’m looking for?

If you read the FAQs and don’t find a suitable answer to your enquiry, the online enquiry management system (ESD) will prompt you to submit an enquiry. This is then logged and dealt with by the Student Advice Centre, with the capability to forward enquiries requiring specialist knowledge to the relevant office within the International Programmes.  
 
Who takes overall responsibility for incoming enquiries at the International Programmes?

The Student Advice Centre team is responsible for all incoming enquiries. In the first instance, they will endeavour to answer as many enquiries as possible. However, those enquiries requiring specialist input will be referred to the relevant team dealing with that aspect of the student lifecycle, if they have not been referred automatically by the online enquiry management system (ESD). All actions, including the allocation of an enquiry, is automatically logged. The system also has the capability to send automatic email reminders if the response remains outstanding as well as alerts to any additions or changes that may have been made to the enquiry.

How quickly will my enquiry be dealt with under the new system?

You will receive a reply to your enquiry from the Student Advice Centre within two working days.  If an enquiry is passed on to another team for specialist advice, that response time is increased to within five working days. Staff within the Student Advice Centre aim to answer as many enquiries as possible before seeking specialist advice.

To speed up response times, the online enquiry management system (ESD) enables us to sort enquiries by various categories. For example, students wishing to transfer from one degree to another will be coded by the system and the Student Advice Centre team is therefore able to identify these enquiries much more quickly through the sorting code. These enquiries are then sent to the Registration and Learning Resources team without them having to go through a process of detailed reading.

 I’m a current student. How do I use the online enquiry management system (ESD)?  

Current students can ask a question through the Student Portal. Once in the portal you click on the ‘Ask a question’ tab which takes you through to the FAQs. If you don’t find the answer to your question, you can submit a question through the online enquiry management system (ESD), which will be dealt with by the Student Advice Centre.

I’m a prospective student. How do I use the online enquiry management system (ESD)?

Prospective students can ask a question by logging into our website and completing the registration form. This can be found in the Contact Us section of the website and on the individual course pages.
 
How do I keep track of my enquiry?

You can track your enquiry through the online enquiry management system (ESD), and see who is handling your enquiry from our end. You can reopen your enquiry at any time, add further information or view your previous enquiries and the responses you received.

Will Lead Colleges be able to use the online enquiry management system (ESD)?

Colleges are not using the online enquiry management system (ESD) at the moment.  However, they will be introduced to the system at a later date.

What is the expected benefit of this change?

There are enormous benefits to using the online enquiry management system (ESD), including greater transparency that enables you to see the progress and content of your enquiry. The system also encourages greater information sharing amongst International Programmes staff.  
 
Can I still contact the International Programmes by phone? 

The focus is now on encouraging students to submit their enquiry through the online enquiry management system (ESD) to ensure they are given a prompt response. However, the generic phone numbers for registry, fees and admissions have all been rerouted to +44 (0)20 7862 8360, which all staff in the Student Advice Centre can pick up. Staff in the Student Advice Centre will log calls in ESD and, should a call require specialist input, it will be passed on to the appropriate team, with a view to concluding it quickly.