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 have been made available to users and the environments where users can request services have been agreed. The development of support services is based on the user experience and the user centre principle, and efforts are made to implement the principle of one-time inquiry. A feedback methodology has been developed to assess the satisfaction of support services users and this will be considered when support services are improved.
Project benefits
Support services are developed based on the user experience and the user centre principle, which increases the satisfaction of university staff with the support services provided. Errors in the provision of services are detected and resolved quickly.
Regulations
Results and deadlines
| The volume, quality and other parameters of the services can be monitored: | |
| 1. 60% of services (pre-agreed) can be requested through the support portal | 2022 |
| 2. 90% of services (pre-arranged) can be requested via the support portal and immediate feedback can be given | 2023 |
| 3. Feedback is taken into account when improving services |
Rectorate Strategy Office is responsible for the SMART environment:
Tallinn University of Technology