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.
Project transition
The Process Review and Service Redesign project has transitioned to the Office of the Provost and Vice-President, Academic. The project is managed by its new director, Paul Fournier, of the newly formed Digital Transformation Office. The Office will focus on providing process review and change management services for digital projects that touch the academic sector.
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.
In nearly all cases, the community believes that the focus should be on making better use of existing technology rather than adding more technology.
- Public consultation report
Paperless is the way to go! #digitalstrategy
- Graduate student in Gina Cody School of Engineering and Computer Science
Framework & milestones
Co-design approach
Project team
We are a cross-functional support team trained in change management and user-focused methodologies offering support to Concordia staff in their quest to continually improve the services we offer to our students.
Sponsor
Anne Whitelaw, Provost & VP Academic
Champions
Marius Paraschivoiu, Vice-Provost Student Experience and Planning
Project lead
Paul Fournier, Director Digital Transformation
Team members
Keirstin Ritchie, Process Analyst
Stephanie Sanders, Change Management Lead
