Case study: IST- "One Stop"

"One Stop" - The new SSC combines services offered by GSPA, RO and SSO. A baseline analysis of key services was conducted along with a design of future state. These changes were used in the development of the new org unit, technology requirements and as input to the physical structure of the center. Areas considered included such items as letter requests (e.g., proof of enrolment).

"One Stop" - Need to clarify the tiered support model (tier 0 – self-service, tier 1 – front counter, tier 2 – expert assistance, tier 3 – primarily back office), desire to highlight an area of significant improvement for students as part of the opening, opportunities to reconcile areas of commonality between units (in particular GSPA and RO), need to understand impact on introducing new technology to support the SSC (e.g., Q-nomy, Quest), define the new support specialist positions (e.g., job descriptions for hiring) and volume of transactions between students and staff for a particular area.

"One Stop" - The actual implementation of the new service model(s) will be carried out with the opening of the center (official date to be determined). However, the process has brought the units together in their thinking and identified a number of areas where they can share staff and expertise moving forward. It also simplified the configuration of the new queuing and appointment tools from what was initially specified in the RFP, which will save time and money in the longer run. It also reinforced one of the key project principles for the “one stop”, which is service to students as the priority.

"One Stop" - There is an overall need to educate the campus on business analysis, business process techniques and like skills. While the first “exercise” or two can be difficult for some, subsequent reviews do become easier (for facilitators and participants). We will definitely need to prioritize the areas for assessment as these can be time-consuming; this is a journey. Change management is a requirement as well (i.e. “change can be hard”). People want business process review, but the time commitment needed can be a challenge.