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Our purpose is to support the delivery and development of frontline services, by empowering colleagues to deliver these supports, teams to manage their environments, and the University to enable a consistently high level of supports across the institution.

About the USM

The USM has two key objectives:
1. To ensure the provision of consistently high-quality support services to students and academics
2. To develop these support services through definition of good practice and leveraging of support analytics

The USM works on three levels:
Unified for the Individual:
This is about making sure that no matter where you go and what your question is you can expect the same level of high-quality service. It’s also about making sure you don’t have to repeat your question multiple times or get bounced around between different offices and units.
Unified for the Team: Here we look to empower teams to make the best use of the resources they have to the best effect. This is also about giving team leads access to the information they need to best manage their teams.
Unified for the University: This level looks to the data and information we’re generating about frontline services and seeks to use this to inform the ongoing development and enhancement of services across the University. By taking a “balcony-view” of what services are being accessed by whom and at what time, we can start to develop a better picture of where the University should be placing its focus.