Collaborate - Innovate - Transform

Transcription

1 Collaborate - Innovate - Transform Involving students as change champions to innovate and improve the customer experience Lakshmi West Director, Service Improvement Group Australian National University Jessica Thompson Business Analyst, Intelledox Digital Transformation Centre Australian National University

2 2 The Australian National University Naturam First to Primum learn the Cognoscere nature of things Rerum 25,500+ students 5,000+ staff Created by Commonwealth Law

3 3 Transformation of the Service Improvement Group SIG established in late 2012 to manage the Service Improvement Program Customer Service Excellence Intelledox Digital Transformation Centre Project Delivery 2013 Program Management Policy/Proc. Frameworks Enterprise wide project delivery - Project Management - End to end process reform Policy, Guidelines, templates - automation - Internal project communications frameworks - UniForum - Administrative Services Surveys - Feedback system Digital Transformation, eforms etc Business & Digital Transformation - LEAN Process Improvement and Transformation - Agile SDLC - stakeholder engagement, Experience Transformation

4 4 Technical Workshop Consolidation Higher Degree Research Administrative Support Services University Services Feedback Framework Enterprise Electronic Records Management Research Accounting Improvements Workers Compensation Self Insurance ANU Recruit Finance Shared Services Domestic, International & High-Risk Travel Pre-Approval Purchase Card Management

5 5 Focus Your Efforts - Find Projects That Matter! NORMALISED COST Are we expensive compared to other universities? ACTUAL COST Is the scale of this activity significant? SATISFACTION Are we satisfied with the activity? PROJECT ACTIVITY Are we already doing something about it? UNIVERSITY CHAMPIONS Do our customers think this is important? RETURN ON EFFORT How quickly will the University see benefits?

6 But Everything is Important What s the Priority? Value vs Complexity Quadrant 1 (quicker wins) High value / lower complexity Quadrant 2 (major projects) High value / higher complexity Quadrant 3 (gap fillers) Lower value / lower complexity Quadrant 4 (hard slogs) Lower value / higher complexity

7 7 Types of transformation Student experience With the help of our student interns, the SIG has streamlined and digitalised a number of student processes. Higher Degree Research processes Coursework student processes including special consideration and deferred examinations University services feedback Academic integrity and HDR Admissions (upcoming)

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9 Success Factor Internship model Cross Functional swiss army knives multi talented / cross skilled predominantly self-sufficient DevOps Operational Model project delivery production support continuous improvement Collaborative and motivated mindset internal problem solving works with teams across campus Passionate and empowered digital natives on tap 9

10 10 Customer Centricity Walking in the customer s shoes Personas

11 11 Activities of our student interns Benchmarking and requirements gathering Customer journey mapping Making videos and support guides Testing tools, including chatbots and AI Eform design, development and testing Stakeholder engagement Secretariat duties

12 Very Rapid Improvement Events (RIEs) 21 Intensive three day improvement event, every process touchpoint represented Day 1: Day 2: Lean Induction / Training As-Is Process Customer Focus Sessions Ideation Impact-Control Matrix Day 3: Blue Sky Co-Design Analysis 12

13 14 Agile Management & Solution Delivery Scrum KANBAN Minimum Viable Products / Proof of concepts Iterative & Incremental Regular Retrospectives

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15 Continuous Improvement Ideas? Just Ask! 16

16 17 Feedback Forms (number) (as at 15 October 2018) Students Academic staff Central Professional Staff College Professional Staff Jan Feb Mar Apr May Jun Jul Aug Sep Oct Go live 31 January Soft launch to students Poster campaign was launched across campus March Students made up only 8% of feedback received September 43% of feedback coming from students

17 18 Questions? Lakshmi West Director, Service Improvement Group Office of the Vice-Chancellor Australian National University Jessica Thompson Business Analyst, Intelledox Digital Transformation Centre Service Improvement Group Office of the Vice-Chancellor Australian National University