About the Model
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.
The USM’s success is measured by delivering against the following:
- A consistent high-quality student experience
- The University’s ability to set and track goals
- Teams effectiveness and capacity in managing service/support delivery
- Providing clarity, transparency and visibility for the customer
- Generation of reliable data to inform enhancements and continuous improvement
- Availability of informative and valuable data to support decision making