University of Tasmania, Australia

Professional Services Survey Analysis Report 2013

Understanding Professional Service Performance

A new way of working based around service hubs has now been introduced to enhance the way we deliver services, together with improvements in operating and process efficiency.

One of the challenges we have faced has been a lack of data on user perceptions of service levels. There are also limited and sometimes differing views of the standards that are currently offered in the delivery of professional services.

In order to deliver and achieve improvements in service quality and effectiveness there was a need to establish a set of performance measures and a baseline. This baseline has substantially been determined through the survey undertaken across the University at the end of May 2013.

Determining service satisfaction through a survey provides the ability to:

1. Measure current service delivery;
2. Understand what’s working well so we can continue to invest in it;
3. Identify what’s not working as well and what opportunities exist for improvement;
4. Make informed investment decisions on resource allocation;
5. Gather evidence to determine what areas are particularly important in terms of service delivery; and
6. Provide a measured basis for accountability of professional service areas.

The survey and this report was developed through consultation with the Functional Directors of CSD, Finance, HR, ITS, Marketing, Events & Communication (OMEC) and Student Centre. The survey results and metrics for Research Services have also been included in this report, though these were gathered using a separate survey run by the Research Services function earlier in 2013. This report therefore provides a comprehensive overview of the current performance for all seven professional service areas being delivered through the Hub model.

The survey will be conducted on a regular basis with the next survey planned for early 2014.

The Professional Services Survey Analysis Report details the results from the survey together with areas of positive feedback for the seven functional areas, areas for their improvement, plans for how the more detailed feedback will be used by each function and plans for reporting of overall service effectiveness,

Thank you to everyone who participated in this survey. The Professional Services Survey Analysis Report can be accessed from this link.

If you have any questions regarding the survey please email: Service.Delivery@utas.edu.au

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