CQUniversity Australia
 

Engaging Indigenous people within Higher Ed

CQUniversity's Office of Indigenous Engagement recently hosted a visit from the Oodgeroo Unit of Queensland University of Technology (QUT), at Rockhampton Campus.

Professor Anita Lee Hong, Director of the Oodgeroo Unit, and Lone Pearce, Project Officer, met with Office of Indigenous Engagement staff to discuss employment issues and best practice models for engaging Indigenous people within the higher education sector, including governance matters.

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Other News…

Benefits flow from 'reboot' of IT Division's client service processes 

Published on 12 March, 2010 

CQUniversity's Information Technology Division (ITD) has been reaping the benefits since it 'rebooted' its client service processes, gaining a significant improvement in a sector-wide 'University Service Quality Benchmark Report'.

These independent survey results are testament to the huge transformational effort right across the Division over the past 18 months.

PhotoID:8567, Some of the ITD team members involved in the Service Improvement Program L-R Nathan White, Aaron Slater, Paul Traynor, Shaune Sinclair, Damian McMorrow, Owen Van Itallie, Cindy Van De Wetering, Troy Simpson
Some of the ITD team members involved in the Service Improvement Program L-R Nathan White, Aaron Slater, Paul Traynor, Shaune Sinclair, Damian McMorrow, Owen Van Itallie, Cindy Van De Wetering, Troy Simpson

Around 24 Australian and NZ universities participated in this IT Client Service Quality Survey during 2008 and 2009.

An average of 460 CQUniversity staff participated in each staff survey:  

  • In 2008: CQUniversity ranked 21st out of 24 participating universities;
  • In 2009: CQUniversity ranked 5th out of 24 participating universities.

Approximately 750 CQUniversity students participated in the past 2 student surveys: 

  • In 2008: CQUniversity ranked 13th out of 13 participating universities;
  • In 2009: CQUniversity ranked 3rd out of 10 participating universities.

"The survey has allowed us to identify priority areas for improvement from our clients' point of view," said Service Improvement Program Manager, Shaune Sinclair.

PhotoID:8568, ITD Service Desk Coordinator Jessica Lees
ITD Service Desk Coordinator Jessica Lees

"We use it to see how we are travelling in terms of our quality of customer service, to compare ourselves to other universities, and to focus our service improvement efforts in areas identified as prioritised by our clients. Client feedback has been the main driver for our Service Improvement Program," said Mr Sinclair.

Last year, ITD Director Peter Edwards commissioned the Service Improvement Program which focused cross-divisional effort on improving client service.

Projects included:

  • - Implementation of new service standards and processes,
  • - Best practice research into organisations recognised for superior customer service,
  • - Staff training sessions,
  • - A leadership development program, and
  • - Improved support information resources such as the IT Service Desk Online (http://itservicedesk.cqu.edu.au/ ), the new CQUniTechnology Website (http://cqunitech.cqu.edu.au/ ) and ICT-related help for students via CQUniAnswers (http://cqunianswers.cqu.edu.au/ )

Mr Sinclair also stressed that the improvement in ITD's client service ratings is due to sterling work across the entire Division, and especially in frontline teams like the Service Desk, Teaching Technology Support and Field Services.

Learn more about CQUniversity's IT services at http://cqunitech.cqu.edu.au