University Secretary's Group

Service Excellence Programme

The University’s vision is to recruit and develop the world's most promising students and most outstanding staff and be a truly global University benefiting society as a whole.

In support of this vision, the University has committed to a review of key professional service functions to ensure that we get the best from the sum of our efforts by building effective and efficient services. The initiative, which is known as the Service Excellence Programme, is being run by colleagues in Colleges, Schools and the Centre together in a joint approach. This joint approach is fundamental to ensuring we realise the benefits from the programme that we are looking for. 

The programme is being undertaken to:

  • Improve services for the users – whether students, administrative staff or academics.
  • Create greater efficiency and effectiveness in our services by removing duplication and redeploying resource where appropriate.
  • Use an evidence based approach to drive process improvements and simplification while allowing for flexibility where agreed as appropriate.
  • Improve data quality and consistency to enhance evidence based decision making.

The programme will help build understanding and openness, as well as improve communication and information flows, across the Colleges, Schools and the Centre. Crucially the activity is also seen as an opportunity to build staff confidence, motivation, job satisfaction and professionalism across support functions. Digital Transformation will be a key enabler within the Programme.

Programme Approach

The Project Management Office provides the Service Excellence Programme and related Sub-Programmes with administrative and oversight support to ensure that Sub-Programmes are delivered to agreed scope, timescales and objectives. The PMO is also responsible for providing Sub-Programmes with the tools, templates and change management methodologies to successfully deliver on their Sub-Programme objectives.

Governance / SEP Board

Details of the Service Excellence Programme Board & Governance


Details of the individual Service Excellence Sub-Programmes

Latest news

Screenshot of SEP newsletter
Keep up to date with the latest developments from the Service Excellence Programme.


Staff and student analysing data at a computer
The University of Edinburgh is taking part in a multi-university study of administration and support services. The study, called UniForum, is being used by 17 Russell Group universities.


Frequently asked questions on the Service Excellence Programme


Development Educational Leadership and Learning Introduction
Please submit your Service Excellence Programme-specific questions and comments through our free-text online feedback form.