Queensland University of Technology

CRICOS No. 00213J

Introducing a Service Framework in Student Business Services

Cindy Meyers Manager Client Services

Student Business Services

CRICOS No. 00213J a university for the world real R

How the journey began

Inspired by the Division of Technology, Information and Learning Support (TILS) Service Management Framework

Adapted from ITIL (Information Technology Infrastructure Library) framework for service management

Information sharing and training

TILS Services Committee membership

CRICOS No. 00213J a university for the world real R

Student Business Services (SBS) Service Framework

Aims at the strategic level to enhance the client service culture in SBS

Staff working directly with clients and staff working in processing areas

A number of elements make up the framework

Grouped using the organisational change model of Process, People and Culture

CRICOS No. 00213J a university for the world real R

The Framework

CRICOS No. 00213J a university for the world real R

Step 1 Formulating our definitions Who are our clients and/or customers? SBS clients are past, current and future students who engage with us throughout their studies. In some cases clients will request a service from us, and in many cases we will provide a service as part of the student life cycle. Others who access our services, including staff, parents of students, and members of the general public are also our clients.

Who are our partners? SBS partners include QUT Faculties, Divisions and Departments, and external organisations such as other Universities, TAFE and QTAC, with whom we work in order to facilitate client outcomes and provide more effective customer service.

What is a service in SBS? In SBS, a service is a transaction that supports and facilitates a student’s progression through all stages of the student lifecycle – including enquiry, admission and enrolment, fees, class registration, examinations, results, records, progression and completion.

CRICOS No. 00213J a university for the world real R

Step 1 Formulating our definitions

What is a business process? A business process describes the method SBS uses to deliver a specific service. A business process consists of a series of related steps/ business activities that are executed in a consistent sequence and performed repeatedly.

What is a service standard? A service standard in SBS is a clear and public criteria with explicit indicators that define the service delivery targets by which SBS services can be measured, monitored and reviewed. The standards define the quality of the service that staff provide and the level of performance that clients can expect, under normal circumstances.

What is a service protocol? A practical and standardised way of performing specific processes and procedures. They are used to set agreed good practice standards that staff should meet.

CRICOS No. 00213J a university for the world real R

Step 1 Formulating our definitions Who is a Service Manager? The Service Manager is the person responsible for the end to end delivery of the service. The responsibilities of a Service Manager are to: • coordinate the delivery of the service in accordance with agreed business requirements,

communicate and liaise with service partners and meet our obligations when working with our partners

• ensure the service meets the business need • ensure that members of the service team have the necessary skills, knowledge and resources to

deliver the service and ensure service continuity • ensure that service partners are informed of changes to those aspects of service for which they

share responsibility for delivery in a timely manner • ensure that all published information relating to the service (eg: AskQUT, Student Gateway) is

accurate and up to date • undertake the annual assessment of the service, and report on the service performance, and where

applicable, identify improvements and modifications to the service • coordinate and implement endorsed changes to the service, and • engage with systems staff to ensure that relevant systems and tools adequately support service

delivery.

CRICOS No. 00213J a university for the world real R

Process

• Development of a service governance framework across

SBS; • A service directory; • Departmental service protocols and standards; • Implementation of a systematic service review process.

CRICOS No. 00213J a university for the world real R

Process The SBS Service Governance Framework supports the ongoing delivery, review and improvement of services:

Defining service delivery standards

Planning service delivery

Overseeing the annual review and assessment of services

Endorsing recommended changes to existing services or the introduction of new services

Measuring and monitoring individual service performance against the defined standards

Governed by the SBS Managers Group

CRICOS No. 00213J a university for the world real R

Process

The SBS Service Directory defines our core, outward facing services and provides a list of business services offered by the SBS Department, including:

Service description

Service Manager

Service partners

Access information

Systems supporting or enabling the service.

CRICOS No. 00213J a university for the world real R

Process Service review reports

Annual reports are prepared by Service Managers

Agreed to focus on top 5 priorities for 2015 for review by SBS Managers Group

Collated report summarising highlights presented to end of year SBS Managers Group meeting

Purpose is to provide management with an overview of the state of our services and highlight issues that may need short or long term attention

Services are rated according to the traffic light rating system (red, orange, amber, green)

CRICOS No. 00213J a university for the world real R

Process SBS Service standards and protocols

Define the quality of service that staff in SBS provide, with a move from volume to quality and

turnaround times

Standards processing times

communication standards

Protocols service principles

communication and identification protocols

CRICOS No. 00213J a university for the world real R

People

• Service charter

• Staff recognition award

• Service induction and training using the ELMO training platform

CRICOS No. 00213J a university for the world real R

People The Service Charter describes the service experience that clients can expect when they deal with Student Business Services staff.

Outlines SBS staff and client responsibilities.

Sets out the process for clients to provide feedback about SBS services and operations.

CRICOS No. 00213J a university for the world real R

People Staff Recognition Award

SBS Supernova Awards reinforce the values and behaviours within the Department

Acknowledges, celebrates and rewards exemplary performance and contribution to the SBS service culture

Criteria: Excellence in Service Teamwork and cooperation Creativity, flexibility and innovation

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People Service Induction and Training

Clarify for new and current staff what service means in SBS

On-line induction and service training modules

• General orientation • Client service in SBS • Communication skills • Client problem solving

CRICOS No. 00213J a university for the world real R

Service Culture Elements come together to influence development of a service culture reflected in

SBS strategic planning and initiatives.

Tool for defining culture is the SBS service framework plan, which outlines our approach to service and gives an overview of our framework

CRICOS No. 00213J a university for the world real R

The Challenges

Support from managers and coordinators given additional workload

Timelines and deadlines Resourcing

long-term results

not tangible

Maintaining momentum

CRICOS No. 00213J a university for the world real R

Conclusion 2015 finalise implementation and review

Ongoing partnership with TILS

Divisional expansion

Q & A