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Service Excellence leads to Kent shortlisting for THE Leadership & Management Awards

The University of Kent is pleased to announce that it has been shortlisted in the Times Higher Education (THE) Leadership & Management Awards 2013 for ‘Outstanding Departmental Administration Team’.

This award aims to recognise outstanding work in departmental administration, with excellent communication and balanced delivery based on the needs of students, academics and university central administration among the judging criteria. The basis for Kent's submission was its highly successful Service Excellence initiative. The winners will be announced at a ceremony in London on Thursday 20 June.

At Kent, departmental administration operates as one large team of more than 200 members across various academic Schools and Centres. Reporting to the Academic Registrar, this team is responsible for ensuring consistency across the different units, while at the same time recognising and responding to local needs. Meeting this challenge became all the more crucial in 2011-12, when changes to the HE landscape made offering the best possible service to students an absolute imperative. To meet this priority, the team developed an ambitious and innovative initiative known as Service Excellence.

Utilising a wide range of resources, including internal and external expertise, this initiative has contributed to consistently improving overall service by introducing locally relevant enhancements such as: redesigning physical space on campus for more effective and efficient use; improving relationships with students; improving cultural awareness; and ensuring an efficient response to the requirements of service users.

The benefits to Kent students include: improving access to the support services available within their Schools; enabling them to participate more actively in the University via their membership on committees, through social events and by encouraging them to provide feedback or make suggestions; and improving the way the administration team communicates with students.

The initiative also enabled the significant enhancement of communication and the sharing and dissemination of good practice within and across the different parts of a large team.

Jon Pink, the University’s Academic Registrar, said: ‘I am pleased that all the hard work and dedication that has gone into making the Service Excellence initiative such a success has been recognised in this way. The initiative has shown just how a large team can unite around a common goal and together create and apply its own highly imaginative programme. The fact that the project was so readily embraced and has already delivered significant benefits for students across our range of campuses and learning centres bears witness to how successful this collaborative approach has been. I congratulate all those involved.’



Contact: pressoffice@kent.ac.uk

Story published at 10:44am 23 April 2013

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Last Updated: 23/05/2013