This year, the World-Changing Glasgow Transformation team will focus on six crucial projects to improve the student and staff experience.

One of these projects is Student & Staff Service Delivery.

There are currently three key pieces of work included in our Student & Staff Service Delivery project:

  • Student and Staff Services Design - introduce a multi-purpose support team that will be the first point of contact for staff and students using buildings such as the James McCune Smith Learning Hub, and will handle the full range of building- and technology-related enquiries;
  • Identity - introduce a unified identity for the service, designed by our students, enabling staff and students to recognise where they can access support and services;
  • Enterprise Service Management System (ESMS): introduce a new enquiry management system, which will include a dynamic knowledge base, that will make it easier for staff and students to resolve queries and problems for themselves and remove duplicate information from our website.

These projects are critical to the success of the opening of the new James McCune Smith Learning Hub and other future buildings as we develop our campus.

To get a better understanding of the project, we spoke to Susan Ashworth, Executive Director of Information Services and Craig Chapman-Smith, Director of Programme Delivery. Grab a coffee and take few minutes to watch our short video.

Student & Staff Service Delivery

You can contact Susan Ashworth or Craig Chapman-Smith if you have any thoughts, ideas or questions about the Student & Staff Service Delivery project.

Important: Training for Supportworks Analysts

The current Helpdesk, Supportworks, will be retired for the majority of users on 30 April 2019, to be replaced by the new Enterprise Service Management System.

If you currently use Supportworks as an analyst, it is vital that you are trained in the use of the new system before 30 April.

You can sign up for training using CoreHR - select ‘Enterprise Service Management System’ from the drop-down list of categories to view the courses.

Do not leave this until the last minute.

Please contact Mark Temple if you have any questions regarding training or any aspect of the ESMS Project.

First published: 15 February 2019

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