Earlier this year, Vice-President Finance and Administration Carol McAulay and Provost and Vice-President Academic Lisa Philipps announced the launch of Service Transformation. This initiative follows Project Benchmark 2017 and 2018, in which two years of data collection and benchmarking the capacity and effectiveness of York University’s administrative services against other Canadian and international universities was conducted.
As part of Service Transformation, faculty and staff were invited to get involved in helping to design and implement more effective and efficient services by joining one of the service transformation teams or participating in the community consultations.
In the four months since the process began, a lot has happened, including:
- a review of the 2017 and 2018 benchmarking data and Service Effectiveness Survey results;
- a review of the recommendations from previous institutional initiatives, including the PRASE, AAPR and IIRP working groups and Employee Engagement Surveys;
- the identification and prioritization of “quick wins” and activities for transformational focus;
- a current state assessment, validation and one-on-one and group interviews to understand the user experience in the priority areas; and
- capacity building in human-centred design, shared services, process improvement and customer service.
You can read about all the activities in our new digital newsletter, Service Transformation: Advancing Change Through Community Engagement. The newsletter will be published quarterly to provide up-to-date information on York’s Service Transformation activities, outcomes, upcoming training and capacity building, as well as opportunities to get involved.
To learn more about Service Transformation, visit yu link.