Service One is a simple and intuitive online staff-to-staff service request management tool that was delivered university-wide on 20 August 2018, taking 10 weeks to conceptualise, design, and deliver. The scope of Service One was to significantly simplify the process by which service requests are initiated and managed at Flinders University. 1419 staff have created over 5000 service requests in 16 weeks.
Service One provides a single pathway for University staff to request a service. Requestors can browse to a single webpage pre-populated with their contact details and initiate up to 41 service requests across three categories:
- Educational Services (e.g., Help with a timetable change),
- Research Services (e.g., Help with hiring a Research Assistant),
- General Services (e.g., Help with office maintenance).
Service One is available ‘on the go’ via an iOS/Android app. The right information is collected at the right time through a simplified online form, documentation can be attached. The service request is instantly sent to the right person. “My Requests” enables Requestors to track the status of their request, view the assigned Service Specialist, and cancel the request. Service Specialists can assign the service request, reply to the Requestor, and add attachments or private notes. Service Managers can generate volumetric reports and assess how service requests are allocated.
The impact of Service One has been significant: it has advanced operational excellence for the business and the Enterprise and created a positive culture of service delivery that did not previously exist.