Newly merged mega-university blighted by teething problems

One of the world’s biggest university mergers is experiencing “titanic” teething problems, with students and staff struggling with the logistical realities of blended timetables, curricula and administrative systems.

Social media posts reveal bewilderment, anger and desperation over dealings with Adelaide University, which opened on 5 January as an amalgamation of the universities of Adelaide and South Australia.

Students claim that classes are filling so rapidly that only online or weekend options remain. Access cards no longer work, locking people out of labs and libraries. They say reliable information is elusive and enquiries elicit generic or laggardly responses.

The university’s recently installed vice-chancellor, Nicola Phillips, has apologised to those affected, adding that the scale of the change – which includes an entirely new curriculum – has been “unprecedented and hugely complex”.

One post says that “the final year of my degree should have me worried about results, not the uni itself”. “We were told that our degrees will end in their original timeframe but don’t see how that is possible,” says another. “I guess it’s a blessing in disguise that I can’t afford to go back to uni yet,” says a third.

Many posts concern enrolment glitches, with students unable to proceed because they have not received credit for prior study or met retrospectively imposed requirements.

“A subject…would not let me enrol as I had not completed a prerequisite course that was not even part of my programme,” one complains. “I had to enrol in…biology 101 when I’ve done third year pathology, clinical anatomy, neuro, embryology etc,” says another. “The few remaining electives…still have no timetable or even a semester.”

Staff are similarly despairing. “Most people around me don’t understand what their role or remit is, who is in their department or what processes to use,” one post says. “There isn’t one major catastrophic issue that can be pointed to,” says another. “It is death by a thousand cuts.”

Others are more optimistic. “If classes fill up they will open up more,” predicts a staff member also undertaking master’s studies. “Enrolment glitches are common but will be fixed in time.”

Andrew Miller, divisional secretary of the National Tertiary Education Union, said the problems would persist for a long time. “The first year is going to be a real rocky ride for everybody, including staff. There are something like…1,500 systems integrations required to bring the two universities together into something coherent. This has ended up worse than what was anticipated as perhaps minor glitches.”

Phillips, a former provost at the University of Melbourne who began her new role this month, said she had established seven enrolment hubs offering “sound academic advice for students across all parts of the university. We’re throwing everything at making sure that students can navigate the system and get into semester one with confidence,” she told the ABC.

“I’m spending a lot of time…talking with students, as I did on my very first day, to find out how they’re travelling.”

In a statement to Times Higher Education Phillips said that the “scale of the change that’s been required to bring our two foundation universities together to create Adelaide University is unprecedented and hugely complex”.

“We have an entirely new curriculum, which offers fantastic new opportunities to deliver the very best contemporary education for students.

“Nevertheless, we recognise that, as result of this major change, some students are having difficulty navigating the enrolment process, and we are very sorry to anybody who has had a negative experience. Our staff care deeply about each and every student – that’s why we choose to work here, this is what we believe in. We all want our students to get the information they need to enrol so they can look forward to starting the new academic year. Across the university, this is our top priority.”

Miller said the hubs established by Phillips were of questionable value. “Those people themselves don’t have access to…functional systems and data.”

A senior academic, who asked not to be named, said Phillips was “doing a fantastic job. She’s basically prioritised meeting directly with students and hearing their concerns. We have good confidence in her…but it’s going to take time.”

He said acquaintances had asked him for help with their offspring’s enrolment problems. “I just have to honestly tell them, ‘sorry, I don’t have a clue’.” His courses had been shifted to a different semester, forcing him to rearrange his lecture theatres and research plans. “No one…even told me. I found out indirectly by looking at the timetabling website.”

In her statement Phillips added that the university was observing the volume and pattern of enquiries being made and was “directing significant resources to responding”, promising “dedicated enrolment support until we have resolved every student enquiry”.

john.ross@timeshighereducation.com