Service Excellence is a programme to rethink how we deliver our services for colleagues and students, to make them simpler and more efficient.
The programme brings together professional services leaders across the institution, to look at how we can make our services simpler to access and easier to navigate, leading to a consistent experience for all.
With the higher education sector facing growing financial pressure, the Service Excellence programme also represents one of several initiatives to support the University in its goal to be more effective and efficient with its resources, delivering savings where possible.
Together, this work will help us build strong foundations for future growth, in support of our academic missions and the delivery of the University strategy.
An introduction to Service Excellence
Principal and Vice Chancellor Professor Sir Anton Muscatelli, introduces a new programme, Services Excellence, and its importance to the strategic ambitions of the University of Glasgow.
Why do we need Service Excellence?
We’ve heard feedback that tells us the University environment is overly complicated, and it can be time-consuming and stressful for our colleagues and students to get the support they need. Improvements are therefore needed to make our services more effective and efficient.
There is also growing financial pressure in the Higher Education sector which means we must ensure we are using our resources as effectively as possible. Service Excellence is therefore one of a number of ways in which the University will be more cost-conscious and generate savings where possible.
What does this mean for our staff?
Ultimately, this programme is about building a better everyday experience for our staff with simpler processes, clearer responsibilities and better support across the board.
Right now, many of our services and processes are more complex than they need to be. It’s often unclear who owns which part of a process, how policies should be put into practice, or even where to go for the right support. In some cases, things are done differently across teams or areas, even for the same task, and it can feel like you need to ‘ask the right person’ to get help. The Service Excellence will therefore work towards four clear goals:
- Easier to navigate and simpler services
- A consistent experience for staff
- Services that are more efficient and effective
- Financially sustainable services
Who can members of staff speak to if they have concerns about aspects of the programme?
We've prepared a detailed set of Frequently Asked Questions to help answer any queries you may have about the programme
If you have any additional questions, comments or concerns about any aspect of the programme, please complete this form.
Service Excellence Feedback Form
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