University of Sydney’s Student Administration Services (SAS) seeked TwoCollaborate’s expertise to align a disparate post-COVID hybrid workforce towards a unified vision and strategy that improved the lives of staff & students alike.
The Student Administrative Services covers every aspect of the student experience via phone, online, email and student centrec. It also covers other student touchpoints and milestones such as admission, scholarships, exams, & graduation. Following the COVID pandemic disruption to society and industry as a whole, the Student Administrative Services were seeking guidance towards improving their existing services and navigating a post-COVID organisational structure.
Student Administrative Services received support on strategic leadership and operational management of the student service experience throughout the student life-cycle. This was increasingly enabled through optimising the digital environment & connecting workflows and decision points, with data captured at each point of the service value chain through governance, structure and relationships with the Academic leaders, Faculty General Managers, Heads of Education and School Managers.
TwoCollaborate iteratively and incrementally worked with the University, ranging between urgent priority items to systemic, long term improvement.
We facilitated over 25 workshops within SAS, across various projects, domains, and functions with the intent to continuously improve the organisation in line with the enterprise strategy ambition - improving staff satisfaction, student engagement, operational efficiency and delivering quality outcomes.
Artefacts created as outputs of each project