Engage, Innovate, Deliver.
The key goal of the Transforming Administration Program (TAP) is to enhance the culture of service in UW’s central administration units (those led by Vice Presidents and Vice Provosts), as well as the Attorney General's office and Executive Offices. TAP sponsors the Culture of Service Program, and Organizational Excellence is the program's implementer. Each central administration unit has appointed at least one Culture of Service (COS) Ambassador.
- Customer Service Focus
What is a Culture of Service?
A Culture of Service is a shared purpose where everyone is focused on delivering value for others inside and outside their organization and across the University.
- Know and understand customer needs
- Follow customer service standards
- Everyone responsible for the customer's experience
- Staff have tools to identify and solve operational issues
- Work across units and departments to streamline and eliminate bureaucracy
- Engaged and supportive leadership
- Clear performance measures based on standards
There are 3 key interlocking pieces to this culture. See what leadership brainstormed as conditions under which employees do their best work.
- Launch letter from the Provost
- Culture of Service Presentation (June 2016 OE Forum)
- Culture of Service Case Studies (June 2016 OE Forum)
- Culture of Service Jump Start Checklist
- Organizational Roadmap
- Presentation from 1/25/17 Ambassadors' Meeting
- More info on the role of the Ambassadors (PDF version)
- Who are the Ambassadors?
- Building a Culture of Service plan (PDF version)
- COS Action Plan Template (PDF version)
- Additional team documents
- Create a culture where employee input/innovation is encouraged
- Ensure that customer feedback systems are in place and working well for all core services
- Make process and system improvements to enhance service
- Set service standards, communicate them to employees and customers, and hold employees accountable for them
- Incorporate service into hiring, onboarding, training, performance management, websites, mission, strategies, projects, etc.
What's happening now? Among the Ambassadors' first tasks are to:
- Facilitate communication about Culture of Service (COS) to all staff in their organization
- Identify the full list of core services for their department
- Begin incorporating COS into ongoing strategy, training, projects, etc. in their department
- Identify customer needs for each core service and feedback mechanisms to determine how well those needs are being met
Tools to Facilitate Organizational Development
- See the Organizational Excellence Services page for links to tools and templates on Metrics and Analysis, Process Improvement, Change Management and more
- Core Services Tools
- Employee Engagement Discussion guide
- E-mail Netiquette guide (PDF version)
- Roadmap for the Development of an Organization/Unit/Programs/Teams