Making it easier for staff to access IT services was the number one priority for the IT Service Portal team when introducing the new IT Service Portal.

The team’s commitment to providing users with a seamless service experience has been recognised this year with a Vice-Chancellor’s Staff Excellence Award for Service Excellence.

IT Service Portal Team

Mr Suraj Thapa, Mr Robin Shi, Mr Tony Manglaviti, Vice-Chancellor Professor Greg Craven, Mrs Louren David, Ms Maria Cindric, Mr Aidan Wilson.

The award-winning team includes Solution Analyst Robin Shi, Manager Technology Support Group Suraj Thapa, Team Leader Technology Support Group Tony Manglaviti, Manager Engagement and Partnership Louren David and former IT Relationship Manager Traci Voss.

The team also acknowledged the work of Senior Project Manager Maria Cindric, IT Relationship Manager Aidan Wilson, former IT Change and Communications Coordinator Carolyn Petrovic and the leadership of Director, Information Technology Niranjan Prabhu.

The IT Service Portal was introduced in February this year and provides all staff with a single access point for IT services and full visibility of their requests, from start to finish.

The initiative is part of IT’s service improvement and service excellence strategy. It has ensured IT can more efficiently resolve requests, provide staff with 24/7 access to IT services, enable self-service automation to users for application installation on their computers and facilitate feedback from staff.

A searchable knowledgebase is available on the portal, helping staff to find the information they need, when they need it

“One of the key elements of the project was engaging with the entire University to get a really good understanding of what the pain points were and what the University wanted from the Portal,” Mrs David said.

Communication and collaboration were key throughout the project.”


Mr Manglaviti agreed, adding: “Staff from across the University also got involved by attending workshops and training.”

The team says feedback from staff has been overwhelmingly positive.

“We’ve received more than 1700 pieces of feedback from staff and more than 92 per cent of that feedback is extremely positive,” Mr Thapa said.
We’ll also continue to improve the portal and introduce more services based on user feedback.”

The team said they were very pleased to be honoured with a Vice-Chancellor’s Staff Excellence Award.

“This really is recognition not just for those who have received the award, but for the entire IT Directorate, as we’ve all worked very hard on this project,” Mrs David said.

Receiving a Vice-Chancellor’s Staff Excellence Award has also inspired the team when looking forward to future projects.

“The recognition really does motivate you to raise the bar on future projects,” Mr Manglaviti said.
In line with ACU’s tradition of giving back to the community, a number of the team members have chosen to donate their prize money to charities and other good causes within the community.

Page last updated on 05/04/2020

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