Following the launch of the Professional Staff Service Charter in June 2023, managers and teams across professional staff functions in faculties and portfolios hosted team workshops to explore how to bring the Service Charter to life within their local areas.

Over the coming months the focus will be on understanding the four principles – Clarity, Partnership, Agility and Empowerment – in more detail. Clarity will be the first topic for discussion.

Clarity in service delivery remains an important driver and priority at Macquarie. We are continuing to evaluate and refine our professional services operating models, processes and systems to achieve clarity and consistency in service experience for our students, staff and stakeholders. Examples include optimising and standardising our services through Service Connect, the digital transformation program’s focus on student experience, improved internal communications to our staff through the new staff intranet, and establishment of the University-wide Service Governance board to oversee service quality and clarity.

But what does clarity mean to you and your team? Whether you are delivering frontline services to our students, leading a professional staff function, or supporting academic and research staff in faculties, clarity will have a distinct meaning.

All professional staff teams in faculties and portfolios are encouraged to host a team discussion or a workshop on the principle of clarity before the end of September.

Resources to support you through the clarity discussions – including a workshop guide, videos and frequently asked questions – are available on the Professional Staff Service Charter SharePoint.