Birthday milestone for Service Central

ACU recently commemorated the fifth anniversary of the Service Central portal, a testament to the power of merging technology and collaboration. 

Originating late in 2018 with a focus on serving the Properties & Facilities and People & Capability directorates, today the portal provides a comprehensive solution for 14 directorates and work areas, with many more expressing eagerness to explore collaboration.

Before the arrival of Service Central, the experience of making a service enquiry or request was akin to a magical mystery tour, without the magic. The experience was fragmented, complex, inconsistent, lengthy and required great effort on behalf of staff. Feedback gathered told us that people were dissatisfied with the experience and the challenges of accessing information and services. Better service management came in the form of Service Central - a single service point to access multiple services and information that was user friendly.

This expansive growth is not just a numerical feat; it's a story of how Service Central has significantly contributed to enhancing ACU's operational efficiency. The portal serves as a unified hub, fostering communication and streamlining processes across the university while streamlining workflows and providing issue resolution. Effective collaboration between the Service Central team and service directorates results in the alleviation of level one enquiries or requests to service areas, allowing service areas to focus on more complex and value-adding activities. 

In its lifetime, the Service Central team have handled more than 25,000 live-agent chats, actioned more than 425,000 staff request tickets and taken more than 135,000 phone calls. These impressive figures demonstrate the commitment of Service Central staff to providing real-time solutions and assistance to our university community.

The vast creation of more than 1,700 knowledge articles designed to assist with providing information and answers to frequently asked questions or simple work instructions across all areas, has been a game-changer. 

These articles have garnered a remarkable 323,796 total views and ensured that staff have access to the information they need, 24/7 in a central location. 

As Service Central celebrates its momentous fifth birthday, we extend heartfelt thank you to all colleagues for their support and collaboration in making Service Central a success.