Service provision to students: where the gown best fits

Abstract

One of the challenges facing those responsible for service provision in universities is ensuring that service is provided at the right point in the organisation. Service delivery points can exist at the school/department level, faculty/division level or central unit/university wide level. This does not always follow organisational logic, common sense, the interests of stakeholders, or an organisational service strategy or plan. Many universities have established ‘one-stop shops’ for student services. These have taken many forms and include a range of services, from student administration and student support services, to information technology support and cashier/student financial services. Different management arrangements, including the use of service agreements, have also been used across the sector in Australia. There are additional levels of complexity caused by multiple campuses, differences in the composition of the student body, differences in teaching arrangements, organisational structures and resource arrangements. This paper focuses on student administration and support services. It analyses a range of current models in universities and provides some suggestions for assessing the logic of the models, using a set of underlying principles to help make decisions. The paper considers the services provided, staffing and resource levels, organisational structures and student feedback.