SSR Staff Information SessionsShared Services Division

AskOtago

Foreword

∎We don’t know what we don’t know

∎Commitment to implementation

∎Finishing at 10 mins to 10am

• Questions - FAQ or direct to SSR Team

Plan

∎ Compartmentalised approach

∎ 2 March: Shared Services Division (available on the SSR website)

∎ 12 March: Finance (available on the SSR website)

∎ 23 March: Administration (Client Services) (available on the SSR website)

∎ 29 March: Student Experience (available on the SSR website)

∎ Today: AskOtago

∎ 13 April: tbc

∎ 19 April: tbc

∎ 27 April: Space Plan

∎ To be scheduled: Research Advisory, HR, Marketing, Communications

Purpose

∎To provide information on AskOtago

∎To provide information on the organisational

structure

∎To provide information on the roles and a high level

overview of activities

∎To update you on implementation progress

HR Advisor

Purchasing

Officer

Client Services

(Administration)

Finance AdvisorIT Advisor

Marketing

Advisor

Communications

Advisor

Research Advisor

AskOtago

Event Management

Strategic

Engagement, Advice

and Reporting

Project

Management

Office

Professional

Development and

Training

Corporate Finance

Finance Shared

ServicesIT Service Hub

Research

Advisory

Procurement

Supply Chain

Functional Area

Shared Services

Committee

Administration

Paper and

Programme Proposal

Coordination

Student Experience

Services

Campus Temps and

Services

IT Information

Systems

IT Infrastructure

IT Assurance

Marketing

Communications

HR Support

HR AdvisoryContext

Shared Services Vision

∎ Allows leaders to focus on strategic issues

∎ Routine operational functions are performed to a consistently high

standard University-wide

∎ Culture of service and performance

∎ High levels of team and personal satisfaction

∎ Provides opportunities for staff to be deployed to meet peaks in

demand for services

∎ Equitable service delivery to all parts of the organisation

and students and staff

∎ Efficiencies gained support future growth

SENIOR MANAGER

FINANCE SERVICES

To be appointed

SENIOR MANAGER

IT SUPPORT SERVICES

Emerson Pratt

SENIOR MANAGER

PERFORMANCE & DELIVERY

To be appointed

HEAD OF STUDENT

EXPERIENCE

To be appointed

MANAGER HR

SERVICES

Helen Mason

HEAD OF OPERATIONS

SERVICES

John Price

DIRECTOR OF SHARED

SERVICES

David Tapp

CHIEF OF OPERATIONS

Steve Willis

SENIOR MANAGER

ASKOTAGO

Philippa Hoult

Shared Services Division

Aims of AskOtago

∎To be a warm and welcoming environment

∎To be a trusted source of truth for University

processes and information for staff, students and

members of the public.

∎To provide first point of contact resolution

∎To be the preferred and easiest option for all

University queries.

AskOtago

∎Multi-channel, inbound and outbound:

• in person

• telephone

• email

• txt

• Chat

∎Available from 7am to 11pm, 7 days a week

Customers

∎Customers include:

• Staff

• Current and past students

• Prospective students

• Parents and guardians

• General public

SENIOR MANAGER

ASKOTAGO

Philippa Hoult

GROUP LEADER

ASKOTAGO

TEAM LEADER

STUDENT IT

KNOWLEDGEBASE

ADMINISTRATOR

SENIOR SERVICES

REPRESENTATIVE

ASKOTAGO

SERVICES

REPRESENTATIVE

ASKOTAGO

SENIOR STUDENT IT

REPRESENTATIVE

Organisational structure

Recruitment Activities

∎To date:

• Appointed one Group Leader and recruiting for second

• Recruiting Services Representatives

• Student IT have been confirmed

∎Soon:

• Advertising Knowledgebase Administrator roles

• Advertising Senior Services Representative roles

Training

∎Training for new staff commences 23 April

∎Covers Knowledge, Abilities and Skills

∎Ongoing:

• training framework

• KPIs will drive performance

• Senior Performance Coach

• monitoring services and processes

• placements to other units

Contact Management

∎Tier 0: Self-help

∎Tier 1: AskOtago staff

∎Tier 2: Other University units

Tier 0: Self-help

SENIOR MANAGER

ASKOTAGO

Philippa Hoult

GROUP LEADER

ASKOTAGO

TEAM LEADER

STUDENT IT

KNOWLEDGEBASE

ADMINISTRATOR

SENIOR SERVICES

REPRESENTATIVE

ASKOTAGO

SERVICES

REPRESENTATIVE

ASKOTAGO

SENIOR STUDENT IT

REPRESENTATIVE

Tier 1: AskOtago Staff

Tier 2: Other University Units

∎Areas outside AskOtago:

• functional areas

• shared services

• support services

• academic departments

Locations

∎AskOtago will be located in a number of areas

around campus:

• Central Hub in the ISB

• Satellite Hubs

• St David II

Central Hub

∎Ground floor of the University’s Central Library

∎St David II

∎Hubs around campus

Satellite Hubs

St David II

The next stage

∎Consultation with groups within each University

division is continuing.

By mid-2018

∎The appointment process will be complete.

∎The Shared Services Centre in the St David 2

building will be operational.

Positioning Otago

∎Changing the University’s support services

operating model is a major undertaking.

∎We are doing this to remain sustainable and set our

own direction.

∎This will support Otago’s reputation for excellence

in teaching and research into the future, and

maintain and grow the unique Otago student

experience.

What’s next

∎13 April: tbc

∎19 April: tbc

∎27 April: Space Plan

∎More information will be also be available through

the SSR newsletter and website.

∎Use the ‘Have your say’ section of the SSR website if

you have a question.

Support for Staff

∎ Deciding my future – making good job choices

∎ CV Preparation Workshops

∎ Interview Skills Workshops

∎ Career Development Support

Further details on SSR website