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Transforming Services in Higher Education

At a Glance

Current State Assessment

Assessed current state by analyzing:

  • Scope of services
  • Organization and staffing
  • Volumes, processes, and technologies

Structure and Mechanisms

Developed a blueprint to establish a future shared services model including:

  • Project management structure
  • Mechanisms to execute the service delivery blueprint

Customer-Focused Product

Developed a customer-focused administrative service delivery model with:

  • Streamlined organizational structures and processes 
  • Improved faculty and staff access to services

Challenge

A public research university engaged ScottMadden to develop a new service delivery model for administrative functions, including HR, finance, and research. Given the change management concerns of faculty and staff, ScottMadden focused on developing a service delivery model for the university’s largest college first, which could serve as a pilot test for future expansion.

Process

  • Conducted interviews with faculty and staff to assess current state
  • Conducted a work activity assessment to gather data on level of effort and labor costs associated with activities
  • Analyzed scope of services, organization and staffing, volumes, processes, and technologies
  • Formulated recommendations based on current state findings
  • Developed a blueprint to establish a future shared services model
  • Created project management structure and mechanisms to execute the service delivery blueprint and roadmap over the life of the project

Result

  • Developed a customer-focused administrative service delivery model to simultaneously streamline organizational structures and processes while also improving faculty and staff access to services
  • Identified opportunities to clarify and document service levels to improve administrative service management
  • Recommended system enhancements to improve data quality and better meet reporting requirements

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