From application to acceptance: Optimising the NUS Undergraduate Admission System for the digital age
Applying to NUS has become easier — the University has adopted a new digital system that offers a smoother, faster, and more intuitive experience for students.
A few years ago, NUS set out to reimagine and enhance the entire admissions journey, aiming to deliver a seamless and user-friendly experience for both applicants and administrators. This initiative to modernise the NUS Undergraduate Admission System (UAS 2) was recently featured as a case study by Gartner, a leading global research and advisory firm. Selected through a rigorous selection process and a thorough independent assessment, this recognition highlights the significant impact of NUS’ digital transformation efforts.
Putting automation at the core of the initiative, NUS Office of Admissions (NUS OAM) and NUS Information Technology (NUS IT) teamed up to transform the application experience, simplifying and optimising the entire process.
The new and modernised system was first launched in Academic Year 2022/23 and fully completed in June 2024. The introduction of the new system significantly enhanced the application process and enabled NUS OAM to efficiently handle a substantial increase in applications. The system also provided timely notifications of application outcomes — via email and SMS — to prospective students, reducing the volume of admissions enquiries to NUS OAM.
NUS Dean of Admissions Professor Goh Say Song said, “The application process marks students’ first pivotal step in their journey towards admission. When the process is simple and smooth, it instantly builds trust with the students and shows that we value their experience from the very beginning.”
This new platform enables automation and data-driven processes, replacing manual systems with a digitally enhanced approach to managing applications. This has optimised the use of IT resources and enabled more responsive and scalable operations. Extensive testing was also conducted by NUS OAM and NUS IT to ensure an integration of legacy systems with the new platform.
Transforming the application experience with automation
Automating the application process allowed NUS OAM to streamline its workflows, significantly reducing the time taken for administrators to process applications. Beyond enhancing operational productivity, the new platform offers applicants an intuitive, accessible and more personalised experience, setting NUS apart in an intensely competitive higher education landscape.
The modernisation of the admission system also had a tangible impact on the day-to-day work of administrators. With faster processing, more efficient use of IT resources, and higher applicant satisfaction, this reflects a broader cultural shift towards digital-first thinking and underscores the long-term value of the benefits of transformative technology.
NUS Chief Information Technology Officer Ms Tan Shui-Min shared, “Transforming an institution-wide system was fostered by strong cross-department collaboration that enabled us to overcome challenges and drive the platform’s success. The recognition as a Gartner case study reaffirmed NUS’s position as a digital leader in higher education and validated the efforts of our teams!”
Both teams have some nuggets of wisdom to share from the experience of facilitating this system upgrade. “Remain flexible, maintain an agile mindset when adopting new technology, and regularly engage and proactively communicate with end-users to determine adjustments that need to be made. The success of such initiatives lies in having a clear vision, a commitment to innovation, and a willingness to reimagine traditional processes for a better future.”
