Measurement and Monitoring of Service Excellence

Measuring and monitoring service excellence is crucial as it provides valuable insights into the effectiveness and efficiency of our services. By systematically evaluating service performance, we can identify areas for improvement, ensure accountability, and make data-driven decisions that align with our strategic goals. This continuous feedback loop not only helps in maintaining high standards of service delivery but also fosters a culture of continuous improvement, ultimately contributing to user satisfaction and our success.

Service excellence measurement and monitoring is being driven forward via the following:

Service Definition and Performance Metrics workshops

In collaboration, the Business Architecture and Integrated Planning teams are delivering workshops across PS to help areas define their services. Once defined, appropriate metrics can be assigned to each service to enable end-to end service reporting.

Implementation of the Service Performance Metric Framework

The framework highlights 9 key qualitative and quantitative measure categories, providing a structured approach to measuring service performance, setting a foundation for how we evaluate, compare and report on service metrics in order to get a fuller picture of our service performance.

Management of the PS Service Metrics Repository

The Repository brings together existing PS Services metrics in one place to provide a centralised, accessible list which can be filtered by service and metric category as well as providing reporting timelines and contact information. This helps us have a comprehensive view of PS Service performance metrics available, which we can build upon through gap analysis and use to help develop further end to end service metrics.

Developing a new PS Service Measures Dashboard

The Dashboard will serve as a centralised platform for reporting professional service performance.  It will provide a clear, high-level overview of end-to-end service delivery building a more strategic picture of service operation to inform key decision-making. It will enable consistent and agile reporting, enhancing transparency and accountability, allowing us to identify trends and make data-driven decisions that can lead to targeted improvements of our services.

Piloting a new PS Service Satisfaction / Experience Survey

The Survey has been designed to gather immediate feedback from students and staff after they interact with a service. The questions have been developed to be applicable across all service areas, enabling consistent and comparable insights. This approach will support continuous improvement by helping us better understand user experiences and needs to inform decisions about where to focus our time and resources. It is currently being piloted in the Student Hubs with the hope to expand to other student service areas in the following months.

All of the above aids in the provision of PS Performance data reports as part of our PS Accountability process.

For more information, please contact the Integrated Planning team