Transforming professional support services

The Professional Services Transformation (PST) program will transform the delivery of key professional support services to create more consistent and efficient processes across the University.

This will enable a more effective professional staff support structure, allowing a better staff and student experience and reinvestment in our academic mission.

PST falls under the Operating Plan’s Ways of Working stream sponsored by Professor Rordern Wilkinson (Deputy Vice-Chancellor, Academic), Nicole Gower (Vice-President, People and Services) and Robin Payne (Vice-President, Finance and Resources).

To provide feedback or enquire about specific aspects of the program please contact the PST team at pst@mq.edu.au.

View the PST Transformation Framework

Function

Executive leads

Operational and project leads

Anticipated time frames

IT

Nicole Gower

Tim Hume, Vanessa Tam

Continuous improvement

Finance

Robin Payne

Ben Gray, Brian Coutinho

Continuous improvement

External Engagement

Previously David Wilkinson

Elizabeth Horbach, Lee-ann Norris, Hedda Paisley

Stabilise/Continuous improvement Post implementation review of external engagement Q4 2022

HDR/GRA

Sakkie Pretorius

Simon Handley, Katie Gamble, Linda Schofield

Stabilise/Continuous improvement Post implementation review Q4 2022

Research Innovation

Sakkie Pretorius

Dan Johnson

Stabilise Post implementation review Q4 2022/Q1 2023

Strategic Procurement

Robin Payne

Natalie Budowsky

Stabilise/Continuous improvement Post implementation review TBC

Faculty Professional Services

Nicole Gower/ Patrick McNeil

Fiona Reyerink, David Sams, Neil Durrant, Katrina Sealey, Welly Firmanto

Implement/Stabilise

Student Support Services

Previously Mariella Herbertstein/ Nicole Gower

Gill Kirk

Implement/Stabilise

Shared Services

Nicole Gower/ Ways of Working Program Board

Maria Claudia Romero/ Fiona Reyerink/ Leads in relevant functions/ Shared Services Transition Board

Implement/Stabilise Finance, Admissions and Scholarships, Student stood up IT, HR underway

Library

Previously Mariella Herberstein

Belinda Tiffen

Implement and Transition

HR

Nicole Gower

David Ward

Plan and Discover/Design and Future Ready Workplace Change proposal anticipated Q4, 2022

MQ College

Rorden Wilkinson

Taryn Jones/ Fiona Reyerink

Strategic review support only

Timetabling

TBC/ Ways of Working Program Board

Fiona Reyerink

Work underway Design and Future Ready

Portfolio Professional Services Model and Executive Support

Nicole Gower

Fiona Reyerink, Gill Kirk, Tori Hocking, Svetlana Martynovich

Q4 2022

Property

Robin Payne

Juliette Churchill

TBC

Global Domestic Student Recruitment (GDSR)

Nicole Gower

Lee-anne Norris/ Fiona Reyerink

TBC

Nicole Gower and Fiona Reyerink answer questions submitted by staff about PST.

Watch the webinar recordings on SharePoint:

Previously asked questions

Each session covers over 20 questions. View some of the previously asked questions, and view the relevant webinar recording above to hear the answers.

Ask a question for the next webinar

Submit your anonymous questions using our form.

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2020 news

December updates

The Professional Services Transformation (PST) all staff virtual town hall, held on Tuesday 1 December, is available to watch on YouTube.

November updates

As part of the consultation with the University community on the proposed model for professional services, staff can now sign up to participate in one of ten focus group discussions. Sessions run from 2–11 December. Bookings are now open.

The PST Briefing and Consultation Paper is also open for feedback until Friday 11 December.

We are now in consultation with the University community on the proposed model for professional services. At the heart of this proposal, informed by financial imperatives, is a commitment to improve coordination, remove duplication and more effectively utilise technology to deliver an enhanced experience for everybody with clearer career pathways for professional staff.

University staff can view and download the PST Briefing and Consultation Paper. The Paper includes detailed information about PST, the proposed model and potential impacts on staff at a program level. The consultation period for the Paper opened on 19 November and will conclude on 11 December 2020.

To further facilitate this engagement, a virtual Town Hall focused on the proposed PST model will be held during the consultation period with a dedicated Q&A function. Ten separate focus group sessions for staff to sign up to participate in group discussion will also be held.

To answer some question that you may have about PST, view our PST frequently asked questions. We also have a dedicated email inbox at pst@mq.edu.au to collate your feedback, comments and suggestions on the PST Briefing and Consultation Paper.

Having input from staff is a vital part of refining our proposed PST model and provides an opportunity for everybody to learn more about PST and how we aim to transform the way services are delivered. We look forward to your views and thoughts and thank you in advance for your feedback and insights.

September updates

22 September

Vice-President, People and Services and PST co-sponsor Nicole Gower gives an overview of the program and responds to your feedback.

Watch webinar video here

August updates

18 August

For many of us across the University we will already be seeing and hearing about the first phases of the PST program of work. Two projects are now underway. Each has an area lead and a PST contact working with them, as below.

Project

Area lead

PST lead

Finance (Project M)

Ben Gray, Deputy CFO

Jim Phaboutdy

IT

Tim Hume, CIO

Jim Phaboutdy

More projects will be confirmed in the coming weeks and months.

Projects’ approach and goals

All PST projects will be taking an internally led approach and will work to deliver the same goals:

  • A more service-oriented model and service focused culture
  • Standardised processes and structure to enable better use of technology
  • Better career pathways for professional staff, more standardised roles and structures
  • A sustainable financial model to allow investment in the academic mission
Share your insights

To improve in the areas above it is vital to gather and validate insights about how work is done currently and to investigate what might be possible in the future. Various approaches will be used to do this, including:

  • Developing or reviewing process maps with stakeholders
  • Benchmarking using a range of data: such as Uniforum, staff survey feedback, quality and process standards, specialist benchmarking for the specific area of work
  • Validating benchmarking insights
  • Gathering or revisiting feedback from users, students or customers
  • Consulting with external and internal specialists

If you are contacted as a stakeholder, specialist, user, or a customer, please do share your insights.

Find out more

If at any time you would like to provide feedback on PST you can email pst@mq.edu.au or get in touch with any of the project leads directly.

July updates

As announced in the This Week staff newsletter on 28 July, the PST program is now underway.

Fiona Reyerink, previously Executive Manager for DVC Engagement, has commenced in the role of Director, Professional Services Transformation (PST).

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