The 80/20 rule

It’s important to note that automation does not reduce staff time by 100% on any process.

When you shift from a manual process to an automated process, the data entry processing time is reduced 100%, but there is generally a small increase in customer contact that give a net 90% reduction in staff time.

Good planning in your transition means understanding that automation will reduce processing to nearly 100%, but there will be a need for support of the online process, parlticulalry for those who are unfamilar with online enviroments, or have a disablity and need extra support.

On the Numbers

The staff time will then shift to supporting students who are having difficulty with the online enolment process. The 80/20 rule will apply in most cases, i.e.

  • 80% of students will figure out how to do the process without help,
  • 20% will need some help, and those students,
  • a further 20% (or 4% of the total) will need a lot of help.

Let’s use 100 enrolments as an example

Imagine you have a manual enrolment process for VET single outcmoe course with a one day delivery, like RSA or RSG.

It would normally take staff 30-45 minutes to do that data entry, record the payment, prepare the student folder and send the confirmation and invoice, check the USI etc.

Automatic online enrolment can collect the data entry from the student, and complete the payment, invoice, data stoarage and the confirmation without staff time costs.

BUT! staff will need to provide more support to students transiting to the new system.

Using the 80/20 rules, you can estimate that 4% will need a lot of help, and 16% will need some help.

usually, that 16% is just not sure what to do and wants to talk to someone. Let’s estimate the phone call as about 5 min to talk them through adding the course to the checkout and getting them on their way.

That 4% will need more help - maybe they haven’t done an online form before and staff need to walk them through each step. We’ll estimate this as 20 minutes each.

So we’re estimating on 100 enrolments,

16 enrolment need 5 min extra support = 80 min staff time 4 enrolment need 20 min extra support = 80 min staff time Total = 160 min staff time

As compared to

100 process at 30 min per enrolment = 3,000 min staff time

100 / 3000 * 160 = 5.33% of the staff contact time reduced into supporting the new online process.

This kind of calcuation can be a bit diffcult to work out, sometimes there is a lot of varables to consider. I suggest using 90% as an estimate - it covers a variety of cirsomatances and gives you a good idea of the work in transitioning student to the new system.

In small to medium enterprises, like most training providers, staff will usually have multiple duties, and an effective online enrolment process will give them more time for duties that add value or provide better support to the students and tutors.

Automation can used to carry most the requirements under the RTO Standards and NCVER lodgement guidelines, and most of the requierments for licecing and or funding lodgments. If you are able to collect the information upfront, you will reduce your administation burden trhough the student journey, as good information upfront provides many options going forward.