Constituent Relationship Management

CRM Mission

To be the leading university in Australia for engaging our local community and all constituents, across the entire lifecycle of their relationship with UWS, by ensuring that any interaction is completed in the shortest possible time with the greatest community and constituent satisfaction.

CRM Vision

Foster a first class relationship between students, staff and researchers at UWS and advance the opportunities of students and of Greater Western Sydney's unique demographic through increased and improved community engagement.

Project Summary

In late 2011, UWS commenced a project to review our readiness to implement a University-wide Constituent Relationship Management (CRM) system as this was an area where the University needed to improve and, preferably, consolidate many of the disparate CRM applications that exist within the University today.

The main recommendation from that review was to embark on a project or program to implement a CRM ecosystem across the University, which should consist of one central CRM system and peripheral, but integrated, systems introduced where necessary.

To ensure that the implementation of a CRM ecosystem is structured and progresses in a manner that best supports the goals of the University, beyond the CRM ecosystem, it is necessary to look ahead and define the strategy to implement this CRM ecosystem.

Project Objectives

UWS is growing to meet the demand of the Greater Wester Sydney community with an anticipated growth to 50,000 students by the end of 2013.  The University Executive has cited ICT as a key enabler of this growth and it is critical that IT Services are able to deliver innovative solutions swiftly to meet the needs of the University.  To meet these demands, ITS have set themselves the following high level goals:

• Encourage and embed a customer focused culture within ITS
• Ensure IT alignment with business needs
• Be responsive, flexible and agile to business demand and changes to IT Services
• Enable IT for business Growth & provide a scalable environment
• Deliver increased value to the business

The CRM project will play a key role in underpinning these overarching goals and in particular has the following objectives: