Professional Services Project

2 Frequently Asked Questions

We know that your experience of the University is not only influenced by your academic studies; it is also important that we deliver to our students, as well as our staff and others, high quality support and administrative services in ways that are timely, effective and sustainable.

Discussions with students and staff last year (particularly the responses provided as part of the Flinders University’s Core Values Project) showed us that sometimes our services and processes feel excessively bureaucratic and frustrating. To ensure Flinders' continued success we need to build high quality, people-focussed and sustainable administrative and professional services. As a result the Vice-Chancellor has initiated a project to review our current professional services model to identify potential for improvements.

The Flinders team undertaking the Professional Services Project (PSP) is being support by Ernst & Young. The team will be consulting widely with staff, students and other stakeholders between Monday 7th March 2016 and Friday 1 April 2016 to develop a proposed model for the delivery of our services that can then be considered in more detail, including further consultation with staff and students.

The following FAQs give an overview of the project, to assist in you in understanding what’s underway and why.

Our ambition is to be internationally recognised as a world leader in research, an innovator at the forefront of contemporary education and the source of Australia’s most enterprising graduates.

To achieve this, we need to deliver quality support services to students, staff and industry partners.

Our staff and students have told us that support services can be excessively bureaucratic and hierarchical leading to inconsistencies, inefficiencies and frustration.  This project will tackle these issues by designing a support service model that is customer-focused and sustainable.

Our project vision is to deliver a high quality and sustainable support service model that focuses on our customers and supports the achievement of our strategic objectives.

Over twelve weeks, we will engage closely with stakeholders (including students) to:

  1. Understand and analyse student and other University support service needs, and
  2. Design proposed support service models of the future.

This project is expected to result in a proposal for the future model of professional services delivery and that model would then be the subject of further staff consultations.

The first phase of the Professional Services Project, is being delivered in two stages across a 12-week period. The expected completion date of Phase One is late April 2016.

Stage 1 involves assessing our services needs and developing a preliminary design. This is where students’ input is especially important; Stage 2 involves staff consultation, detailed design development and then presentation of a proposed model for consideration.

The project team will be engaging closely with the University community over the course of the project, and we welcome feedback, viewpoints and ideas. If you have any ideas for how to improve any one of our processes then drop-in to see the team and discuss it with them.

A Co-Design Working Group has been set up to help bring diverse perspectives into the design process.

There will be opportunities for students to participate in consultation and to contribute their feedback and ideas about the development of proposed design. Your input is important to ensure the proposed design is crafted to best meet the University’s needs and we’ll be providing information about how you can take part during the course of the project.

Students will also be invited to complete a project survey sent in an email from the DVC(Students) Clare Pollock by no later than 5:00pm, Friday 1 April 2016.

Regular project updates will be provided on this page.  In addition, you’re actively encouraged to contact the project team at psp@flinders.edu.au if you’ve a question or want to contribute. 

We have established a project team that includes Flinders staff members, supported by EY. This team will engage closely with representatives from the Faculties and Service Divisions through a Co-Design Working Group (see ‘How can I get involved?).

The project team reports to the Project Steering Committee, which is chaired by interim Vice-President (Corporate Services) Stuart Mossman. Vice-Chancellor Professor Colin Stirling is an observer.