Acting Chief Operating Officer's message

In the spirit of continuous improvement, the University is evaluating user and service provider experiences of our customer service delivery model. This is a follow-up to the Organisational Sustainability Program (OSP) that began in 2021.

The design and scope of the diagnostic, which is being conducted by Ernst & Young (EY), has been informed by input from stakeholders, including Heads of School, and post OSP School visits.

As part of the project approach, more than 200 staff and stakeholders from across the University received a confidential questionnaire with an 86% completion rate achieved, highlighting high engagement with the diagnostic. EY is using the results to personalise interviews with some 250 academic and professional staff from every Faculty and Division, which are currently underway. The interviews will be completed in early August.

It will aim to provide a detailed understanding of the performance of the University's service delivery model and identify opportunities for improvement. Feedback has been aligned to themes including Governance, Processes, Infrastructure, Performance, Culture and Talent.

The diagnostic will help to identify the root causes of service delivery bottlenecks and opportunities for improvement. From here, we will be able to identify things we can do now to make a difference.  For the more complex challenges, longer-term solutions and capabilities will be developed while mindful of merger integration and transformation activities.

Thank you to everyone who is participating in the diagnostic for your constructive and thoughtful insights, as well as those who have provided respectful feedback. The findings will be finalised at the end of August, and we will communicate the results thereafter.

For further information about this initiative, please contact the Post OSP Diagnostic Project team.

Peter Prest
Acting Chief Operating Officer