In recent weeks, professional staff have been engaged in discussions and workshops exploring the role of ‘Clarity’ in delivering service excellence. The spotlight will now move to the principle of ‘Partnership’ and how to deliver the best services by working together.

Working in partnership brings teams from different disciplines and functions with different skills and expertise together to collaborate and find solutions to enhance service delivery. The next round of workshops will give teams the opportunity to look at existing partnerships and to consider the customer’s experience when delivering service through partnership.

“Working together is critical to Macquarie’s success,” says Katrina Avery, Director, Partnerships in the Research Partnerships team. “Whether it is within the University, or the University working with external organisations or individuals, true partnership is bringing together the best of what we each do and have to offer, so that we can realise our collective value and achieve greater success together than alone.”

Recognising the importance of partnership in service design and delivery, Brad Windon, Head of Student Shared Services at Service Connect, adds: “Partnership in service requires us working together to achieve a good outcome. One of our delivery partners realised that what they were doing could contribute to Service Connect’s management of special consideration. Their connection and empathy led to better options for our service and ultimately the students who consume it.”

Fiona Reyerink, DVCA Executive Director Strategy and Operations, on what partnership means to her.

As powerful enablers of the University’s purpose, professional staff teams in faculties and portfolios are encouraged to host a team discussion or a workshop on the principle of partnership before the end of December.

Resources to support these discussions – including a workshop guide – are available on the Professional Staff Service Charter SharePoint. Service Advocates are also available to support leaders to implement the charter.