SSR Staff Information Sessions Shared Services Division AskOtago

Transcription

1 SSR Staff Information Sessions Shared Services Division AskOtago

2 Foreword We don t know what we don t know Commitment to implementation Finishing at 10 mins to 10am Questions - FAQ or direct to SSR Team

3 Plan Compartmentalised approach 2 March: Shared Services Division (available on the SSR website) 12 March: Finance (available on the SSR website) 23 March: Administration (Client Services) (available on the SSR website) 29 March: Student Experience (available on the SSR website) Today: AskOtago 13 April: tbc 19 April: tbc 27 April: Space Plan To be scheduled: Research Advisory, HR, Marketing, Communications

4 Purpose To provide information on AskOtago To provide information on the organisational structure To provide information on the roles and a high level overview of activities To update you on implementation progress

5 Context HR Advisory Procurement Research Advisory HR Support Supply Chain Communications Event Management Marketing Communications Advisor Marketing Advisor Research AdvisorHR Advisor Purchasing Officer Client Services (Administration) Paper and Programme Proposal Coordination Committee Administration Campus Temps and Services IT Assurance IT Advisor Finance Advisor Student Experience Services IT Information Systems AskOtago Corporate Finance IT Infrastructure IT Service Hub Finance Shared Services Project Management Office Strategic Engagement, Advice and Reporting Professional Development and Training Functional Area Shared Services

6 Shared Services Vision Allows leaders to focus on strategic issues Routine operational functions are performed to a consistently high standard University-wide Culture of service and performance High levels of team and personal satisfaction Provides opportunities for staff to be deployed to meet peaks in demand for services Equitable service delivery to all parts of the organisation and students and staff Efficiencies gained support future growth

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8 Shared Services Division CHIEF OF OPERATIONS Steve Willis DIRECTOR OF SHARED SERVICES David Tapp SENIOR MANAGER PERFORMANCE & DELIVERY To be appointed SENIOR MANAGER FINANCE SERVICES To be appointed HEAD OF OPERATIONS SERVICES John Price SENIOR MANAGER ASKOTAGO Philippa Hoult SENIOR MANAGER IT SUPPORT SERVICES Emerson Pratt MANAGER HR SERVICES Helen Mason HEAD OF STUDENT EXPERIENCE To be appointed

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10 Aims of AskOtago To be a warm and welcoming environment To be a trusted source of truth for University processes and information for staff, students and members of the public. To provide first point of contact resolution To be the preferred and easiest option for all University queries.

11 AskOtago Multi-channel, inbound and outbound: in person telephone txt Chat Available from 7am to 11pm, 7 days a week

12 Customers Customers include: Staff Current and past students Prospective students Parents and guardians General public

13 Organisational structure SENIOR MANAGER ASKOTAGO Philippa Hoult GROUP LEADER ASKOTAGO TEAM LEADER STUDENT IT KNOWLEDGEBASE ADMINISTRATOR SENIOR SERVICES REPRESENTATIVE ASKOTAGO SENIOR STUDENT IT REPRESENTATIVE SERVICES REPRESENTATIVE ASKOTAGO

14 Recruitment Activities To date: Appointed one Group Leader and recruiting for second Recruiting Services Representatives Student IT have been confirmed Soon: Advertising Knowledgebase Administrator roles Advertising Senior Services Representative roles

15 Training Training for new staff commences 23 April Covers Knowledge, Abilities and Skills Ongoing: training framework KPIs will drive performance Senior Performance Coach monitoring services and processes placements to other units

16 Contact Management Tier 0: Self-help Tier 1: AskOtago staff Tier 2: Other University units

17 Tier 0: Self-help

18 Tier 1: AskOtago Staff SENIOR MANAGER ASKOTAGO Philippa Hoult GROUP LEADER ASKOTAGO TEAM LEADER STUDENT IT KNOWLEDGEBASE ADMINISTRATOR SENIOR SERVICES REPRESENTATIVE ASKOTAGO SENIOR STUDENT IT REPRESENTATIVE SERVICES REPRESENTATIVE ASKOTAGO

19 Tier 2: Other University Units Areas outside AskOtago: functional areas shared services support services academic departments

20 Locations AskOtago will be located in a number of areas around campus: Central Hub in the ISB Satellite Hubs St David II

21 Central Hub Ground floor of the University s Central Library St David II Hubs around campus

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25 Satellite Hubs

26 St David II

27 The next stage Consultation with groups within each University division is continuing.

28 By mid-2018 The appointment process will be complete. The Shared Services Centre in the St David 2 building will be operational.

29 Positioning Otago Changing the University s support services operating model is a major undertaking. We are doing this to remain sustainable and set our own direction. This will support Otago s reputation for excellence in teaching and research into the future, and maintain and grow the unique Otago student experience.

30 What s next 13 April: tbc 19 April: tbc 27 April: Space Plan More information will be also be available through the SSR newsletter and website. Use the Have your say section of the SSR website if you have a question.

31 Support for Staff Deciding my future making good job choices CV Preparation Workshops Interview Skills Workshops Career Development Support Further details on SSR website