Service standards introduced

A message from Chief Operating Officer Dr Stephen Weller:

The Corporate Services Portfolio has taken the next step towards building a culture of service excellence, by introducing service standards for the services provided by our directorates.

A service standard is a transparent and specific commitment to a measurable level of service that recipients can expect during day-to-day operations.

Our directorates have developed initial service standards in consultation with their stakeholders to enhance the measurement of service performance at ACU.  The development of further service standards is currently underway, and these will cover a larger range of the services currently delivered by Corporate Services.  These additional service standards will be introduced progressively over the next 12 months.

The service standards will facilitate more consistent, transparent and accountable service delivery, in alignment with the Service Matters Framework.

You can view the standards for each directorate on their respective websites listed below.

Service standards:

• General Counsel
• Governance
• Human Resources
• Information Technology
• Marketing and External Relations
• Planning and Strategic Management
• Properties and Facilities
• Student Administration

A consolidated list of the service standards can be viewed on the Service Excellence website.  You can also view details of service recipient obligations, i.e. what you need to provide to enable effective service delivery.

As part of our commitment to continuous improvement, these initial standards may be revised and adjusted based on staff feedback. Corporate Services will also maintain a focus on service performance measurement as we build on these service standards.  I encourage all staff to familiarise themselves with these standards, and to submit any feedback they may have via email to Service.Matters@acu.edu.au.

Regards,

Stephen