The final piece completes Service Central

A message from the Chief Operating Officer Dr Stephen Weller.

Dear Colleagues,

I am delighted to announce that the phased roll-out of Service Central will be completed this week. The staff services provided by Student Administration will go live on Friday, completing the range of Corporate Services available for you to access and request via Service Central.  We now have two channels of enquiry for Student Administration matters, with AskACU continuing to address student enquiries, complemented by Service Central for staff enquiries.  

Service Central also provides access to the staff services provided by:

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

Graphic of Service Central final stage

Using Service Central

You can search for information about all these services in the Service Central portal at which contains over 900 answers to your frequently asked questions.

You can visit the portal to request a service, or call the Service Central phone number on (07) 3623 7272 for assistance from a Service Central Officer - weekdays 7:30am to 6:30pm (Melbourne time).  

Another recent improvement is the addition of live chat in the Service Central portallearn more about Live Chat.

Creating a seamless experience for staff

All of the above services are now integrated into one system and staff are able to track the progress of any of the requests they make on one page in the Service Central portal.  In addition, any service request can now be triaged transparently and effectively between Directorates for action when needed, as our service providers are connected by one system.  No need for you to make multiple requests to different business areas.

The centrepiece of Service Central is you

Service Central aims to make continuous improvements to enhance your service experience and support you in your work activities at ACU.  Service Central operationalises the Service Excellence Framework by making ongoing improvements based on collaboration between Service Leads, Service Providers and Service Recipients.  

Listening to ongoing feedback from staff is at the front and centre of this endeavour. I invite you to continue to share your feedback on our services, the knowledgebase and about any other aspect of Service Central via the feedback options at the bottom of the Service Central portal.

Thanks to many

I thank the staff across ACU who have contributed their time, effort, ideas and feedback to creating Service Central over the past two years.  Thank you especially to our champions for their willingness to explore, test and build upon a new way of accessing and delivering our services for staff.  Thank you to our Directorate staff for their teamwork and ongoing efforts to support Service Central.   Lastly, a big thank you to the Service Central Project Team who have worked under the tireless leadership of Project Manager Angela Forrester to establish this new and improved service delivery model.

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