Why simplify our services’
Our current systems and structures can sometimes be complicated and inefficient, causing frustration for both those delivering and using services. Through our Strategic Plan consultation and conversations since, it became clear that simplifying these processes is a top priority for our staff.Our current model is fragmented, meaning our ways of delivering services can be inconsistent, unclear or unnecessarily duplicated across our different Faculties and Professional Services. By investing in our environment and providing clearer structures and guidance for delivery, we aim to ensure that everyone can work more efficiently, effectively, and comfortably.
Work so far
The progress we’ve been making in tackling our environment through new processes and systems impacts all’of us.Over the past year, we are seeing real progress in improving the tools that we use. This includes new systems like MyServices for raising and tracking service requests, MyCampus for reporting issues and raising and tracking maintenance requests and continuing investment in the user-led Inside UCL which makes everyday tasks less time-consuming.
Alongside improving the platforms that we use, we also need to look at how we deliver services end to end. We have been working with some Faculties to review and introduce greater clarity and consistency for the structures and ways of working through which they deliver EASE (Education and Student Experience) and Faculty Operations services. The programme so far has worked with individual Faculties to consolidate structures, identify ways to reduce or eliminate repetitive, frustrating aspects of roles and try to remove duplication across the university. The work with EASE aims for greater consistency for team structures, increased job clarity and improved financial sustainability for Faculties. Crucially, it will free up staff to spend more time on activities that give the greatest value to the student and staff experience and aims to ease pressure on workloads.
Priorities for the year ahead
The move towards making things simpler and easier for staff to get things done continues to be a core priority this year, with a particular focus on how we simplify our services across the university and working closely with each Faculty to understand their needs.HR, Finance & Shared Services
Over the coming year, we are looking to strengthen and simplify our HR, Finance and Shared Services capabilities by bringing alignment, consistency and coherence to them.We have identified pain points for these services which negatively impact staff and student experience, and may cause risks around legal and regulatory compliance, which we are prioritising solving through simplifying and improving these services.
We are now working with Faculty and PS Divisions to support them through a Discovery and Design phase through the rest of this term to understand current workflows and agree on priorities for improvement. This collaborative effort aims to enhance staff experience across all services.
Continuing work with EASE (Education and Student Experience) and Faculty Operations
We will carry on with the work in faculty operations and education and student experience services to enable joined up approaches to student welfare and academic support.Student Recruitment and Admissions services
In January 2025, we will welcome a new Executive Director of Recruitment and Admissions. This role will unify the Student Recruitment and Central Admissions functions, ensuring a more streamlined and effective process.We are also working towards a summer 2025 launch for the new admissions system, Connected Universities, which will further enhance our capabilities. More information is available on the Programme’s SharePoint.
We will develop a SharePoint site in the new year to share further information and Q&A, and will be sharing regular updates as this work progresses.
For questions about HR Services please contact Stuart McLellan ( stuart.mclellan@ucl.ac.uk ) and for queries about Finance services please contact Elizabeth Francis ( elizabeth.francis@ucl.ac.uk )
For questions about the EASE review in your Faculty, please contact your Faculty EASE Lead:
Or for general questions about the EASE Programme contact Wing-Chau Tung ( w.tung@ucl.ac.uk ) or Claire Bamford ( c.bamford@ucl.ac.uk )
