Governance & Strategic Planning

Service Expectations

Service Expectation Management (SEM) develops understanding between Support Groups and Colleges/Schools about the service requirements to support the strategic and operational goals of the University. This work will be further developed in autumn 2017.

Service Expectation Statements (SESs) allow Support Groups to describe what services they provide, how they provide it, what drives the cost of these services and how they measure success and how they benefit the Service customer and University.

Service Expectation Reviews give users of the services the opportunity to provide input into the services provided and co-operatively negotiate changes to services and removal of services where they no longer deliver what is needed. Reviews can be triggered by major changes that impact on the service provision to be addressed, or be part of a rolling five yearly review of the service. Reviews will offer a broad ‘value for money’ view of the service and will evaluate the risks associated with remaining the same as well as changing the service provision. The review should be viewed as an enhancement activity.

Work to complete this autumn includes:

  • Establishing the SEM committee remit and membership;
  • A refresh of the draft SESs with a focus on success measures;
  • Communication of the SER process to service managers emphasising the enhancement aspects of the process;
  • Formalising the rules for triggering reviews; and
  • Producing a calendar of the five yearly review cycle.

It is critically important that the SEM process supports collegiality to deliver the services we need, where they are needed and to the quality they are needed. The SER must play a genuine role in resource allocation, decision making and other activities designed to increase the impact and efficiency of University services.