Service Excellence


To ensure students and staff have a great experience when interacting with Western’s services

Who we are

We deliver value by enabling and making sustained improvements to services at Western

We help

  • deliver a more consistent and efficient service experience;
  • drive adoption and continuous improvement of systems and supporting processes;
  • focus attention on users (staff and students) when designing services;


  • Be flexible, innovative and reliable
  • Provide services fairly with a focus on staff and student needs
  • Everyone has the responsibility to champion for a better service
  • Enhance the transparency of performance

Our people

  • Lisa Hanlon – Senior Manager, Service Excellence
  • Rachel McCarthy - Service Excellence
  • Kate Capanna – Service Improvement
  • Bonnie Hoetscke – Reporting and analysis
  • ITDS Service Office team

We welcome feedback, suggestions and complaints.

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