CASE STUDY The graduate admissions process at begins with an applicant creating an application on the application website. If the applicant does not have a student ID, they must create a new account, otherwise they can log in with their student ID. Applicants select the program they wish to apply for, and their desired entry semester. Next, applicants need to provide personal information, and answer three questions about why they wish to study the chosen program, what they hope to achieve after completing the program and any special circumstances to be considered. Applicants must provide the names and email addresses of two referees. Applicants can upload multiple documents, such as their CV, confirmation of their undergraduate degree, English language proficiency certificates, etc. When applicants submit an application, they must pay the application fee by credit card. After payment and submission, the application system will automatically send emails to the two referees with a link to a web page where the referees can provide references about the applicant. When these references are entered, they are added to the application. After an applicant submits an application, they are able to upload further documents until the application is finally decided on by the School of Graduate Studies (SGS) enrolment director later in the process (see below). After an application is submitted, the application system creates and assigns a student ID to new applicants. the School of Graduate Studies (SGS) staff performs an initial check to decide which academic department the application should be sent to, and passes it to the graduate admission staff of that department. When the graduate admissions staff of the academic department receives an application from SGS staff, they check for entry semester and completeness of the application. If an applicant has selected an entry semester for which no admission is offered, the graduate admission staff complete a form to recommend rejection of the applicant with an offer of reconsideration to the next available semester. This recommendation form is passed to the graduate officer (GO) of the academic department. If admission is offered for the desired entry semester but the application is incomplete, nothing is done while the graduate admission staff waits for further documents or references. The graduate admission staff must regularly check the application for completeness, because neither the application system nor SGS notifies the academic department when additional documents arrive (either submitted by the applicant, or references entered by referees). If an application is still incomplete by the application deadline, the graduate admission staff fills in a form to recommend rejection of the applicant and send this recommendation to the graduate officer (GO) of the academic department. The GO can either accept or reject the recommendation by the graduate admission staff to reject an applicant. If the recommendat.