1. SERVICE UNLIMITED Program Overview

2. PAGE 2 A service framework that sets the objectives for service excellence SERVICE UNLIMITED

3. PAGE 3 01. CURRENT PROJECTS Service Culture Single Point of Access Performance Measurement and Feedback Service Innovation

4. Program Snapshot SERVICE UNLIMITED PAGE 4 Promote new ways of thinking, systems and processes Encourage idea generation & support Driving performance through: Evidence-based info Active feedback To provide a single point of access for all types of service: Telephonic Electronic Physical To create a workforce that: Takes ownership Is responsible and accountable Service Culture Single Point of Access Service & Innovation Performance Measurement & Feedback Project Manager

5. Project Deliverables SERVICE UNLIMITED PAGE 5 Service Culture starts with language and behaviour: 1.‘Service Leadership’ development 2.Refocus ownership of problems on service providers 3.Implement a Positive First Response Strategy 4.Develop a ‘Can Do’ attitude profile 5.Service-chain management and ‘hot handovers’ 6.Embedded service capabilities in job design, recruitment and training 7.Reward and recognition programs Service Culture Project Manager

6. Project Deliverables SERVICE UNLIMITED PAGE 6 A central service location: 1.Enquiry Management System at all Student Service Points via ServiceNow 2.Data informed engagement and delivery 3.Technology enabled 24/7 contact and support via Knowledge Management and Knowledge Centred Service 4.A physical ‘Service Centre’ on each campus Single Point of Access Project Manager

7. Project Deliverables SERVICE UNLIMITED PAGE 7 Performance responsibility and accountability 1.Setting individual and group objectives for service improvement 2.Evidence based metrics for impartial feedback 3.Open and transparent performance conversations 4.Exceeding industry standards and benchmarks for service, support and resolution Single Point of Contact Performance Measurement & Feedback Project Manager

8. Project Deliverables SERVICE UNLIMITED PAGE 8 Innovate for service improvement 1.Ideation platform to encourage staff to suggest service improvement opportunities 2.Service Framework to design and implement your own service improvement projects 3.Sponsorship of up to $10k for Service Improvement Project via Red Tape Taskforce Service & Innovation Project Manager

9. SERVICE UNLIMITED PAGE 9 02. GOVERNANCE Executive Sponsors and Joint Chair Steering Committee Project Manager and Project Leads Working Group

10. Executive Sponsorship Steering Committee Working Group 1 Service Culture Working Group 1 Service Culture Working Group 2 Single Point of Contact Working Group 2 Single Point of Contact Working Group 3 Performance Measurement & Feedback Working Group 3 Performance Measurement & Feedback Working Group 4 Service & Innovation Working Group 4 Service & Innovation Project Manager Project Lead Governance Structure SERVICE UNLIMITED PAGE 10

11. SERVICE UNLIMITED PAGE 11 03. COMMUNICATION & REPORTING Executive Communication University Communication Progress Reporting

12. Executive Communication SERVICE UNLIMITED PAGE 12 Vice-Chancellor Launch Proposed for week commencing 1 February Executive Sponsor Progress Updates Proposed for each quarter in 2016 and 2017 Progress Reporting Senior Executive and Executive Papers Tabled by the Project Management Office, via Peter Pickering, Vice-President, Finance & Resources Steering Committee Bi-monthly Progress Report for each Project

13. SERVICE UNLIMITED PAGE 13 04. NEXT STEPS Establish Steering Committee Call for Nominations to Working Groups Establish Working Groups