Ranked as one of the top universities in the world, The University of Queensland is one of Australia’s leading research and teaching institutions. Founded in 1909, the University of Queensland (UQ) in Brisbane, Australia has a student population of over 55,000 students. As the institution has grown, so have the complexities of managing student-related issues. In 2023, UQ implemented Symplicity Advocate to centralise and streamline these processes, transforming how they manage academic and general misconduct, grievances, and appeals. “Our system was outdated, with multiple decentralized processes across various units. Advocate has allowed us to unify our approach and make the process far more efficient,” said Rowena Bower, Associate Director of Academic Services.
To streamline support for students across wellbeing, safety, academic assistance, and student conduct, UQ adopted Symplicity Advocate.
“Our system was outdated, with multiple decentralized processes across various units. Advocate has allowed us to unify our approach and make the process far more efficient."
Rowena Bower, Associate Director of Academic Services
University of Queensland
Streamlining processes with Symplicity Advocate
Before adopting Advocate, UQ faced the challenge of managing different systems for handling misconduct and complaints, which often led to inefficiencies. Previously, complaints and misconduct cases were managed on spreadsheets and manually routed to different departments, which caused delays and increased the risk of errors. “We had several decentralized ways of managing misconduct. Some were great, but it was all on spreadsheets, which posed significant risks,” said Bower
In 2021, UQ recognized the need to change systems. UQ’s previous system was disjointed and not centralized. UQ’s system for managing complaints to the university like grievances, appeals, and other student matters was housed in a separate system as issues of academic misconduct and general misconduct. Without a central database the previous system, “…was seriously on its last legs,” said Bower. “We wanted a system that could support the needs of those areas, so HR, research, integrity, integrity unit, our appeals, student appeals and grievances and student misconduct.”
By centralising the process with Advocate, UQ has reduced administrative burdens and ensured that cases are routed to the right team quickly. “Now, with a single form and automated routing rules, matters are triaged correctly and dealt with in a timely manner,” adds Bower.
Reducing manual workload and improving data accuracy
Another key benefit of adopting Advocate has been the reduction in manual processes and the improvement of data accuracy. Previously, staff had to manually input case details into an outdated database, which was prone to errors. With Advocate, this is no longer an issue. Bower explained, "In the past, we would print out cases as PDFs, email them to different areas, and manually create new records in each system. Now, everything is done within Advocate, drastically reducing the time and effort required to manage cases.” This shift has allowed UQ to focus on providing quality support to students, rather than being bogged down by administrative tasks.
Improving reporting and decision-making
The ability to generate real-time reports has been a game-changer for UQ. With Advocate’s powerful reporting tools, the university can now track cases, identify trends, and make informed decisions. “We use reporting to periodically review how cases are being managed and adjust our processes accordingly,” said Bower. The ease of pulling detailed reports quickly has helped UQ improve transparency and ensure consistent decision-making across different faculties, "It used to take weeks to compile data manually, but with Advocate, we can generate reports in minutes and make decisions based on accurate, up-to-date information.”
Enhancing communication and reducing student anxiety
With Advocate, UQ has also improved communication with students involved in misconduct cases. By streamlining the process of sending out preliminary investigation letters and conduct notices, students are informed promptly and given the opportunity to respond quickly. “Letting students know early on that they are under investigation helps reduce their anxiety,” said Rod Whybird, Senior Manager of Student Conduct and Grievance Resolution at UQ. “[Students] are not left wondering why their grades or other activities are delayed.” The introduction of a conduct notice system, which offers students a chance to accept responsibility for minor infractions without it going on their formal record, has also helped expedite the resolution process. “It’s a fairer and quicker way to handle minor cases, allowing students to move forward without long-term repercussions,” Whybird said.
Looking ahead: Continuous improvement
Since its implementation, Advocate has significantly improved UQ’s ability to manage misconduct and grievances efficiently and fairly. However, the university is not resting on its laurels. Bower noted, “We’re constantly looking at ways to improve our processes, ensuring consistency across all faculties and making the system even more responsive to the needs of our students.” Advocate has provided UQ with the tools they need to adapt and improve continuously, setting the stage for future success in student conduct management.
With Symplicity Advocate, UQ is a testament to utilising technology to transform student services and ensure a fair, transparent, and efficient process for managing student issues.
Previously working in multiple systems and with manual processes, adopting Advocate has made a world of difference in making data-driven decisions to holistically support students.