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Process Review and Service Redesign

Project overview

The objective of the project is to review and redesign student processes to better meet the needs uncovered through public consultations. A specialized support team is working in collaboration with students, process owners, managers, professional staff, and support staff using user-centred methodologies to design value-added processes that take maximum advantage of the digital while answering users’ requests for human interactions.  

Background info

During the initial research and consultation phase of the Digital Strategy initiative, a number of key findings clearly indicated that users are frustrated with some of our processes and have a growing expectation toward the use of digital tools and platforms. We understand that our policies and processes are a reflection of the essence of our institution and the review/redesign of our processes is one way that we plan to better address students’ needs.

Framework & milestones


Co-design approach

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