Project
Owner
- Tea Trahov Director for Administration, Head of Human Resource Office Contacts
Manager
- Brita Laurfeld Support Service Development Manager Contacts
Responsible department
The main processes
Jira
Link with the Strategic Plan
Support services are developed in collaboration with the university’s academic community, assessing each other’s input and understanding expectations. We develop support services to be user-centred and apply the single point of entry principle
Deadline
31/12/2024
Status
Project is successfully completed
Support services are described in the format of service passports, which define the standards of service level for support services (who is responsible and which service is provided, when, in what way, and to what extent). Where appropriate, service level agreements (SLAs) will be established between service providers. Appropriate metrics have been defined to assess the service level and quality of support services.
Project benefits
Support services are described on the basis of common methodology and service level standards are set for each support service, the compliance with which is assessed. Support services meet user expectations. The development of support services is aimed at continuous improvement.
Regulations
Results and deadlines
| Development and piloting of methodology and framework | 2021 |
| 50% of support process services meet standards | 2022 |
| 90% of support process services meet standards | 2023 |
| The implementation of the comprehensive service evaluation system (i.e. evaluation of compliance with the service level standard) remains in 2024. | 2024 |
Rectorate Strategy Office is responsible for the SMART environment:
Tallinn University of Technology