Review into botched uni offer round reveals what went wrong

The organisation responsible for sending out university offers has been told to make 16 changes to restore public confidence, after delays this year that “generated significant confusion and anxiety”.

Students waiting to enrol in university courses fiercely criticised the Queensland Tertiary Admissions Centre (QTAC) when its offer round in January was initially delayed by four days, and then by several more hours.

“We want to thank you for being patient with us in anticipation of today’s offer round,” the centre posted on Facebook on January 15, in an update met mostly with angry emojis. “If you experience delays getting through to our call centre, please be patient and try again later.”

Many applicants were year 12 graduates eager to find out if they had been accepted into their preferred university.Credit: Jamila Toderas

The crisis prompted the board to order an independent review, conducted by former Australian Catholic University administrator Dr Stephen Weller, which released its recommendations on Monday.

Weller’s review found there was “inadequate testing and training undertaken with institutions” when a new system for offers went live in August last year.

It recommended an immediate assessment of ongoing issues, noting that there was still “a lack of confidence by institutions in the robustness” of the system. It also called for a new training program, and user acceptance testing for future system upgrades.

The chief executive should develop a schedule of key dates for each major offer round, prepare a stakeholder communication strategy, and communicate monthly with universities about the volume of applicants, the review said.

It also suggested a dedicated role or team to focus on stakeholder communications.

“Whilst there was engagement with applicants and institutions during the delays in December and January, these were often reactive and later than optimal,” Weller’s review said.

“Institutions and QTAC staff identified a need for an enhanced approach to communications that features proactive and regular communications to both applicants and institutions.”

The board was told it should develop a risk appetite statement, and the chief executive should prepare a crisis management policy.

“There was a disconnect with QTAC staff focused on meeting the published timeline for release of offers, whilst institutions were more concerned about accuracy of assessment and offers,” the review said.

“During the delays in December and January ... there was no detailed crisis management framework for engaging with the QTAC board or institutions.”

Weller also recommended the chair commission “two simulated crisis management exercises each year”.

In a statement, acting chair Professor Kris Ryan said since January there had been months of system enhancement, rigorous testing and cultural renewal.

He said the board and executive were committed to implementing the recommendations.

“Most of these recommendations align to work already being undertaken at QTAC,” Ryan said.

“Recent improvements include an enhanced website experience for applicants, and an upgraded contact centre for improved customer enquiry management.

“QTAC is focused on its critical mission of connecting Queenslanders with tertiary education opportunities, and the organisation is excited by this opportunity for renewal and improvement.”