Goldsmiths, University of London: Improving the experience for students and staff with self-service

28 February 2015

The background

Goldsmiths, University of London, is internationally renowned for its creative approach to teaching and research. It serves a diverse student body from across the world, with around 9,500 students currently studying undergraduate, postgraduate, teacher training and return-to-study opportunities.

The College wanted a faster and more efficient admissions system to benefit both applicants and colleagues within the College who deal with applications.

The need

Goldsmiths relies on robust systems to underpin its operations. However, the application process was cumbersome and time-consuming, relying heavily on paper-based manual processes.

Kevin Thomas, project manager at the College, explains: “Prospective non-UCAS students applied online, but our admissions team had to print off the application and manually input the data. It would then go into the internal mail and bounce back and forth between departments and the central admissions office – several times if supplementary documentation was needed to support the application.

Great expectations

Goldsmiths has found that the success of the project has far exceeded its expectations.

“We’ve been so impressed with the scope of the system. The more we do, the more ideas we have on what we want it to do. Every time we’ve asked if it can do something, the answer always seems to be yes!

Key benefits of self-service applications for Goldsmiths, University of London:

Find out how, working with Capita, Goldsmiths implemented paperless processing of both direct and UCAS applications enabling them to realise many benefits including:

  • Significantly improved student experience
  • Greater transparency of application process for all stakeholders
  • Impressive cut in application turnaround time, from weeks to days
  • 75% reduction in the requirement for seasonal and temporary staff saving over £100,000 in the first year of operation.


View the full case study here


"I think that it's not an overstatement to say that the deployment of UNIT-e, Online Services and Columbus in the way that we have, has revolutionised the work of the admissions team and their academic colleagues throughout the institution".
Bob Howard, Head of Admissions, Goldsmiths, University of London