In early 2019 an Australian Parliamentary Committee tabled a report into the efficacy of the regulation of migration and education agents. A submission to the inquiry from the International Students Education Agent Association (ISEAA) looked at the question of how to determine whether an education is successful.
We thought it was worth revisiting, not least because the signatories – Mark Lucas, Ana Regina Da Silva, and Robert Parsonson – are experts in the field.
The ISEAA submission came up with eight critical components – with key performance indicators – that indicate a high performing, successful education agent. The submission focuses on the Australian market so we’ve have edited the content below to make it country-neutral.
1. Ethically promote [country name] education
Success KPI 1
Agent successfully generates excitement and interest for studying in [country name] using accurate and honest information.
Success KPI 2
Agent successfully recruits students to study in [country name].
Success KPI 3
Agent accurately aligns student’s expectations vs realities of living in [country name].
Success KPI 4
Agent adheres to the Agent Code of Ethics.
2. Define student outcomes
Success KPI 1
Agent takes a holistic view of the student and their needs, goals, etc. to determine the appropriate outcomes required from an overseas study experience.
Success KPI 2
Student reaches their desired outcome.
Success KPI 3
Students refer their agent to others (via word of mouth, written testimony or positive
reviews) due to satisfaction with agent’s performance in regards to this element.
3. Accurately presents [country name] institution options
Success KPI 1
Agent accurately presents information to student about the relevant institutions including course information, fees, refunds, location.
Success KPI 2
Courses presented and selected match the student needs and desired outcomes.
Success KPI 3
Partner education providers demonstrate their satisfaction with the agent regarding this function by continuing to have the agent represent the institution, and/or supporting the agent to further promote the institution.
Success KPI 4
Students refer their agent to others (via word of mouth, written testimony or positive reviews) due to satisfaction with agent’s performance in regards to this element.
4. Supports and enables genuine students
Success KPI 1
Identifies genuine students in accordance with the relevant government immigration laws and guidelines and filters out non-genuine applicants.
Success KPI 2
Ensures the students goals and needs are matched to the appropriate education provider.
Success KPI 3
Students refer their agent to others (via word of mouth, written testimony or positive reviews) due to satisfaction with agent’s performance in regards to this element.
5. Supports enrolment processes
Success KPI 1
Applications are presented to the education provider complete, reducing the workload for admissions team (decision-ready applications)
Success KPI 2
The agent accurately presents information and documents from the education provider throughout the enrolment process to the student in a timely manner.
Success KPI 3
Students refer their agent to others (via word of mouth, written testimony or positive reviews) due to satisfaction with agent’s performance in regards to this element.
Success KPI 4
Partner education providers demonstrate their satisfaction with the agent regarding this function by continuing to have the agent represent the institution, and/or supporting the agent to further promote the institution.
6. Supports student visa submissions using publicly available information
Success KPI 1
Applications for student visa are submitted with all required information, and according to the relevant government immigration laws and guidelines.
Success KPI 2
The student clearly understands the visa conditions and their rights and responsibilities.
Success KPI 3
Students refer their agent to others (via word of mouth, written testimony or positive reviews) due to satisfaction with agent’s performance in regards to this element.
Success KPI 4
Partner education providers track visa grant success rates and are satisfied with the visa grant rate associated with the respective agent.
7. Ongoing student support
Success KPI 1
Student feels comfortable settling in to new life in [country name] due to the information presented by the agent, and onshore support provided
Success KPI 2
Education agent provides ongoing support during their studies in [country name], including mediation on issues with the education providers and relevant providers of services such as accommodation, health insurance, travel and mental health.
Success KPI 3
Students refer their agent to others (via word of mouth, written testimony or positive reviews) due to satisfaction with agent’s performance in regards to this element.
Success KPI 4
Partner education providers demonstrate their satisfaction with the agent regarding this function by continuing to have the agent represent the institution, and/or supporting the agent to further promote the institution.
8. Adherence to relevant laws and codes
Success KPI 1
Agent complies with relevant laws pertaining to operating a business in [country name] and offshore (if relevant)
Success KPI 2
Agent complies with relevant regulation and laws.
Success KPI 3
Partner education providers demonstrate their satisfaction with the agent regarding this function by continuing to have the agent represent the institution, and/or supporting the agent to further promote the institution.
What do you think?
What are your views on this list?