University of Tasmania, Australia

Through engagement - identifying and pursuing improvement opportunities in collaboration with relevant UTAS staff. The consultation process is recognised as a valued and crucial part of service delivery and plays a vital role in shaping the quality and improvement of service delivery.

Through assessment - measuring the change in performance of services delivered through assessment internally (against a baseline and agreed metrics) and against external peer institutions.

We do it by:

• Monitoring and facilitating reporting on the effectiveness of the professional services operational model across the six operating hubs.

• Advising the Senior Management Team (SMT) of improvements to the professional service operating model and promoting the business benefits to be gained from ongoing monitoring of services for continuous service improvement.

• Providing effective leadership and advice to Hub Managers and General Managers (and equivalents) in faculties, institutes and divisions and provide support to assist them in achieving UTAS outcomes.

• Aligning objectives of desired service delivery outcomes directly to UTAS’ strategic goals and Divisional plans.

• Providing support to service delivery managers to ensure effective outcomes and outputs of the professional services operating model.

• Offering advice, through the Chief Operating Officer, regularly to the SMT regarding the review, redevelopment and implementation of an improved operating model for the delivery of professional services across the University.

• Ensuring an effective quality assurance strategy is in place for the governance and management of administrative structures and services.

• Reviewing professional services, resources and processes to provide the university with benefits consistent with the targets established for administrative effectiveness.