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Interviews with students who accessed enrolment support were undertaken to explore reasons students utilised this service, and how integrated student support service models can impact on student transition, retention and success. Results indicate that students primarily required support with course enrolments because of the new environment they were studying in, not being accustomed to existing processes and a lack of confidence. In addition, along with the existing service model, the integration of enrolment support into the student support service model had a positive impact on the student experience and engagement. The implications of these findings for the tertiary education sector are considered in light of the increasing focus on student engagement and success. Please cite this article as: Thangavelu, A., Partridge, H., Carey, K., O’Sullivan, C., & Lutvey, N. (2019). Evaluating the student experience with enrolment assistance in an integrated student support service program at the University of Southern Queensland. Student Success, 10(1), 99-114. doi: 10.5204/ssj.v10i1.1121 This article has been peer reviewed and accepted for publication in Student Success. Please see the Editorial Policies under the ‘About’ section of the Journal website for further information. Student Success: A journal exploring the experiences of students in tertiary education This work is licensed under a Creative Commons Attribution 4.0 International Licence. As an open access journal, articles are free to use with proper attribution. ISSN: 2205-0795 Evaluating the student experience with enrolment assistance in an integrated student support service program ... 100 | Student Success, 10(1) March 2019 Introduction Improving student success has been the focal point for tertiary institutions within the exceedingly competitive higher education market in Australia. To enhance student success, universities have attempted to address the varying needs of their student cohort by reviewing their existing model for service delivery and identifying important factors that impact on the success of both students and the tertiary organisation. Consequently, some institutions have adopted a strategy of using integrated student support service models to provide effective and efficient support to students. In addition, ‘integrated student support’ has increasingly been used to improve student engagement which has the potential to lead to a positive student experience (Kift, Nelson & Clarke, 2010; Krause & Coates, 2008; Tinto, 2010). By keeping students engaged in their studies and learning environment through integrated support models, the student experience is enhanced which is important for student transition and retention (Kift, 2009). Student attrition is therefore a constant challenge and universities are exploring new ways of dealing with this issue and their approach to providing support. Within this higher education landscape, where attrition is a concern for institutions, regional universities are required to use a strategic approach that contributes to student success through a high standard of service delivery and may addresses a wide array of student needs, including student enrolment. In 2016, research was undertaken at the University of Southern Queensland (USQ), a regional university in Queensland, Australia, to explore approaches for designing, developing and implementing an integrated student support service model. This research was part of a wider project on student success involving institutions that were part of the Regional Universities Network (RUN). Different projects were undertaken by each member institution. The aim of the project undertaken by USQ was to provide initial evidence from one regional university in response to the following question: How can Australian regional universities develop an integrated student support service model that is sustainable, accessible, relevant and will impact student success? To address this question, two interconnected qualitative case studies were implemented. The first case study focused on staff and students’ experiences with the ‘one stop shop’ student support service point physically located in the institution’s library at the Ipswich campus. The second case study explored the ‘Enrolments Session’ program with a focus on the student experience. This paper reports on the ‘Enrolments Session’ case study by providing an evaluation of the experience of students who had participated in the program dedicated to assisting students with their course enrolment. As well, this program was implemented to assist students in their transition to university and to reduce student attrition through the delivery of support within an integrated service model. With the link between the student experience, engagement and attrition, the aims of our study were to: • Understand the issue of student enrolment and course selection from a student’s perspective; • Evaluate the ‘Enrolments Session’ program and the existing integrated service model, and; • Access the impact of the program and integrated support services on student engagement and success. To address the aims of our study, the ‘Literature Review’ section provides a context of integrated service models with a focus on the link between student engagement and attrition, and consideration of how support services can assist with retention. The subsequent section, ‘The Project’ provides a detailed overview and