Delivering a Model of Integrated Service Management

Photo of ACU Chief Operating Officer Dr Stephen Weller.

A message from the Chief Operating Officer, Dr Stephen Weller:

Dear colleagues,

The Corporate Services Portfolio is undertaking a two-year project that will transform the way services are delivered to ACU staff.

The Integrated Service Management (ISM) project will deliver a streamlined service delivery model that supports a culture of Service Excellence and the implementation of the Service Matters Framework.

The new model will give all ACU staff access to Corporate Services through a single platform that will provide a seamless service experience that is transparent, efficient and consistent.

Why do we need an improved model?

ACU has grown rapidly, resulting in greater complexity and increased volume of service requests and enquiries.  In this context, it is important that we ensure our service delivery is designed to meet the current and future needs of the organisation, while being informed by the experience of service recipients.

Assessment activities are underway

In order to improve our service delivery model, we need to understand our current processes and challenges. The ISM team is gathering detailed information about service processes from service recipients and service providers.  As part of this Assessment Stage, you may be invited to participate in a process mapping workshop.

The findings will be published in September and will inform the Design Stage (September 2017 – March 2018).

Further information on the ISM project and the upcoming process mapping workshops is available at the Service Excellence website or you are welcome to contact the ISM team - Senior Project Manager Abhi Parasher or Business Analyst Angela Forrester at



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