Problems:

• If a student needed to request an extension for an assessment submission due to unfortunate circumstances, there was no automated system to record and approve it  
• If a student decided to discontinue the enrolled course, there was no automated system to record and approve it 

Approach :

• Scope custom application  
• Load data (enrolments, assessments and availabilities] into ServiceNow to enable digital record maintenance  

Solution :

• Students should be able to apply for an extension or discontinuation from an intranet portal  
• Built portal to submit the requests for special consideration and late discontinuation  
• Built agent workspace to give the best experience to staff and ability maintain the student life cycle 

Business and Customer Outcomes :

• Delivered great user experience for both students and staff  
• Provided students with a self-service option to request an extension or discontinuation from anywhere around the world  
• Automation helped Staff and Coordinators to better help students and provide guidance during hard personal times