Service Reimagined

'Service Reimagined' embodies our commitment to transforming service at WSU. It signifies our pursuit of service excellence; an understanding of our workplace needs and a commitment to continuous improvement.

By encouraging teams to challenge service siloes, embrace change and innovative thinking and refine processes, we aim to reshape service delivery, add value to the business and create outstanding user experiences.

Service Reimagined began as the Service and Process Improvement (SPI) Program that commenced in August 2022 with a review of our university’s current service model. The review sought to understand what has worked well and what could be improved, with a focus on strengthening service culture and service maturity, supporting the development of service leaders and service delivery teams and improving service governance. In February 2023, the review phase concluded and produced the Findings and Recommendations Report*

*The Findings and Recommendations Report can be viewed in the Program Library below.


The key achievements of the program so far include:

1. Staff satisfaction (overall) between 2022 and 2023 increased by from 39% to 49%
2. Service Improvement Toolkit published, offering staff a detailed operational guide to diagnose service issues and implement improvement initiatives across the lifecycle of a service
3. Service Excellence Strategy published (Vision, Mission and Principles)
4. Service Language Guide published
5. Service Health Check Framework delivered
6. Travel Process review completed with improvement actions currently being implemented
7. Successful podcast with university service and executive leaders as guests, receiving over 1000 listens
8. Delivered Summer Camps (full day training sessions) to 85 participants across four campuses. Participants rated the overall experience of Summer Camp 4.4/5 (57 responses).
9. Initiated the Service Improvement Forum that allows service leaders to cross-pollinate and discuss service improvement initiatives between peers
10. Designed and analysed an enterprise service experience survey in 2022 and 2023, allowing a year-on-year comparison of staff satisfaction with university services in general, as well as assessing staff satisfaction rates with individual service areas. Staff satisfaction rates are generally increasing across most service areas
11. Deep understanding gained for what staff within the University value in a great service experience and how this learning can be built into future service and business support models.