Service design and delivery is about providing great administrative services. We have heard from the university community that services now are often inconsistent and give people the runaround. The university has made it a priority to improve administrative services, especially in ways that will most directly contribute to positioning the university as a top research intensive university in Canada. This work is also intended to clarify administrative roles and to provide opportunities for development and career growth.
Currently, service design and delivery is focused on improving services related to:
- human resources
- research support
Over time, this approach will extend into other administrative services, specifically:
- student services
- University Relations (communications, donor relations, alumni relations)
- information technology
What does it look like?
Service design and delivery is made up of three delivery methods: ConnectionPoint, strategic business advisors and functional central offices.
ConnectionPoint (Arts Building room 258 and Innovation Place)
ConnectionPoint offers convenient in-person, one-stop locations for faculty, staff and students, as well as phone-in, email and online services, all with an emphasis on continually improving services.
Strategic Business Advisors (SBA)
SBAs are located/embedded in a college, school or unit (or a cluster of colleges, schools or units) and are experts in a specific area of administrative service. These individuals will provide guidance, strategic support and advice to deans, department heads and others in the college, school or unit (or a cluster of colleges, schools or units). SBAs ensure consistency with the functional central offices and ConnectionPoint.
Functional Central Offices
Functional central offices are like a head office for each service area (finance, HR, research services, etc.). These offices provide university-wide policy, governance, strategy and decision support.
Why are we doing this?
U15 research intensive universities require excellent administrative services that are aligned to support and facilitate its academic mission.
In a large organization like the University of Saskatchewan, with some 7,800 employees, it's important to regularly take a wholistic look at how service is provided. To facilitate this work, the university launched service design and delivery. The objective of service design and delivery is to provide better administrative service to our faculty, staff and students, and to increase the efficiency of this work.
The intent of this change is to ensure our entire university community, no matter where faculty, staff and students may be located, receives the same quality, efficient service. In addition, faculty and staff can reduce time spent on administrative tasks, freeing up time to focus on the research and teaching mission of the university.
It is not an attempt to reduce our workforce or unnecessarily grow our administration. Some positions will have to change in order to provide better service. In the longer term, staff working in the new service model will have clear job descriptions and the tools and supports to enable them to be successful in their jobs and have career growth opportunities. Conversations will be had with leaders regarding people planning as work moves to ConnectionPoint.
This work will not be completed all at once – it will require continuous and ongoing attention.