The Campus Service project aims to improve front of house service delivery across both Estates Facilities and Campus Services. Areas to be included are Building Operations e.g. Security and Reception Services, College Event and Catering, Vehicle Management and Postal teams.
Our vision is to have a seamlessly integrated model of service delivery. We aim to embed improved service excellence models across selected operational areas, enhancing the end user experience.
The anticipated Project benefits include:
- Improved utilisation of resources
- Enabling staff at all levels to deliver and be part of collaborative change for the better
- Supporting the development of a multi-skilled and engaged workforce, where technical skills are developed to a best practice standard
- Enhanced and quality-focused end user experience
- Formation of a skilled 'one-stop-shop' team model
- Improved resilience and flexbility to change
Work So Far
During Phase 1 of the project a detailed diagnostic was carried out to map the current state, focusing on three main aspects; Operating System (The way physical assets and resources are configured), Infrastructure (The formal structures, processes and systems) and Mindset & Behaviours (The way in which staff think, feel and behave in the workplace).
This diagnostic work included:
- a 'deep dive' study with the catering units to review the operating system in catering outlets and stores
- direct observation studies with reception areas and security teams to assess the level of footfall in each building
- focus groups with staff in each of the service areas, to identify the things that make it harder for them to do their jobs
At the end of Phase 1, a number of opportunities for change were identified in each of the service areas.
Current & Upcoming Activity
Future activities will test and explore opportunities to remove unnecessary time wasting processes and increase productivity, in turn freeing up staff to learn new skills and competencies through being given more varied tasks and responsibilities. This will be achieved through the design and implementation of effective processes which reduce time wasting activities and encourage collaboration across multiple teams.