Your feedback drives service excellence

A message from the Chief Operating Officer Dr Stephen Weller:

A new IT Service Portal was launched earlier this year to improve how staff can request and access IT help through a single 24/7 location. The portal gives staff the ability to track the progress of their requests in real-time, to search a knowledgebase of answers to common IT questions and to view instructional videos.

Since the launch, ACU staff have been encouraged to give feedback on the new system to assist IT in making continual improvements. As a result, you made 170 feedback submissions in February, and more than 240 submissions in March.  It is very pleasing to see that over 88 per cent of staff using the IT Service Portal reported high to very high levels of satisfaction.  I encourage you to visit the IT Updates group on Workplace to read what staff have found beneficial about the new portal.

Keep it coming
More services and new service improvements will be released in the IT Service Portal, which will also move to single sign-on to make logging in more seamless. IT is currently in the planning stage and will share more details soon.  I encourage you to keep the feedback coming by using the feedback links within the IT Service Portal.

Service stakeholders graphic.

As is articulated in ACU’s Service Excellence Framework, good service delivery is dependent on ongoing input from all service stakeholders to ensure the best possible service experience now and into the future.

I commend IT on their commitment to reviewing all feedback received - both positive and negative - and to taking action where improvements can be made.

I look forward to seeing how the IT Service Portal expands in what it offers to staff.

Access the IT Service Portal
If you haven’t had a chance to use the IT Service Portal, I encourage you to visit and explore the knowledgebase and the videos. Use the portal when you need to log an IT request or incident, to ensure the most efficient resolution of your request.

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