All aboard for Service Central

ACU celebrated the completion of the Service Central roll-out on Friday, 17 May alongside our implementation partners RXP Group and ServiceNow.

The event marks a key milestone, a culmination of two years of improvement work guided by the ACU Service Excellence Framework. The new Service Central service delivery model has been researched, designed and built to provide a single location for staff to access Corporate Services’ information and services.

Thanks to all ACU staff who have contributed to this project by providing feedback, testing the portal/system, designing service forms, suggesting or writing knowledge articles, participating in workshops and more importantly changing the way that we work or access services. This was a major collaborative effort involving many ACU staff and services.

Themed train cakes pictured below show it was ‘all aboard’ for Service Central as staff can now use it to access the staff services provided by a wide range of Directorates:

• IT
• Properties & Facilities
• HR
• Finance
• Marketing & External Relations
• Office of General Counsel
• Governance
• Office of Planning & Strategic Management
• Student Administration

Multiple channels to access assistance

Service Central supports staff by making it easier and quicker to access services and information.

• Answers to your questions - You can search for answers to your frequently asked questions in the Service Central portal at staff.acu.edu.au/servicecentral which contains almost 1000 knowledge articles.
• Online service portal - You can visit the portal to request a service at any time, or use online Live Chat during weekday business hours with a Service Central Officer.
• Call Service Central - on (07) 3623 7272 for assistance on weekdays 7:30am to 6:30pm (Melbourne time)

Creating a seamless and transparent experience

The Service Central portal allows you to track the progress of your service requests at any time and from any device. In addition, any service request can now be triaged transparently and effectively between services for action when needed, as our service providers use one system. Using a single system also allows ACU to collect consistent service metrics and identify areas for improvements and innovation more effectively.