York’s Service Excellence program is improving service quality and efficiency
York’s vision for Service Excellence was developed to enhance the quality and efficiency of services that advance the University’s vision. The Service Excellence Program (SEP) enables this vision by co-creating solutions with the York community that are user-focused and collaborative, to make daily work simpler, faster and more efficient.
Since 2020, SEP has identified 70 process improvement opportunities, with a quarter now implemented. Among these achievements is the establishment of a central administrative hub, the University Service Centre (USC). This year the USC successfully eliminated backlogs and accelerated payments to service providers. SEP also helped the University to implement a new digital payment platform within Student Financial Services, which is expediting refunds of international students by two weeks, supporting a better student experience.
Further changes are in progress to foster a stronger culture of service excellence and allow the community to focus its time and effort on achieving the priorities set out in Building a Better Future: York University Academic Plan 2020–2025. SEP is proud to work with the community on transformation opportunities that make York an even better place to work and learn.