Service Central provides staff with a single location to access service information and request services provided by the Corporate Services portfolio, including HR, IT, Finance, Properties & Facilities, Marketing & External Relations, Student Administration, Office of Planning & Strategic Management, Legal and Governance.
Director of Corporate Services Sharone Ciancio said the results of previous myVoice surveys had provided insight into some of the pain points for staff.
myVoice results had indicated that processes across the University weren’t seen as effective. Sharing of information and knowledge was also identified as an area for improvement.
These myVoice results were followed by more research with staff, including focus groups and in-depth interviews, which further informed the development of Service Central.
Ms Ciancio said Service Central aimed to improve the process involved in accessing services and to make it easier for staff to access clear, accurate information about services, in one place.
“Through Service Central we’ve improved the process for requesting services by introducing a single location where staff can submit requests and have the ability to easily track their service requests,” Ms Ciancio said.
“The Service Central knowledge base has also provided staff with a single location to easily and quickly find information about the services provided by Corporate Services.”
Ms Ciancio said the results of myVoice 2017 had also indicated that ineffective processes are likely to impact on staff workload.
“Service Central not only aims to make it simpler for service users, but also for staff who are responsible for managing service requests.”
“By alleviating the simpler and repetitive enquiries, service providers are freed up to focus on more value adding activities.”
“Service Central also provides them with an effective system to manage service requests”.
Ms Ciancio said the myVoice staff engagement survey was incredibly important for ACU.
“It gives us a real insight into what staff are thinking, what concerns them and what their experience is as an ACU staff member.”
“This informs where we need to focus our efforts to continuously improve, and Service Central demonstrates that we have been listening and responding.”