Introducing the Service Commitment Framework
Putting Students First Through Transparency and Service Excellence (2.1)
Beginning with the 2026–27 budget cycle, the University is launching a Service Commitment Framework to help ensure our shared services consistently deliver what matters most: a strong student experience. Developed in collaboration with the SHARP Working Group and informed by community feedback, the framework makes central service delivery clear, strengthens accountability, and supports continuous improvement to ensure that our resources translate into excellent, reliable service for students, faculty, and staff.
Three Pillars of the Framework
For the first time, every shared service area will describe what it delivers using a consistent, plain-language template submitted alongside annual budget proposals. Each commitment will clarify the services provided, the service standards the University community can count on, and the measures used to track performance. This transparency helps Faculties and units make informed decisions — and helps ensure services are designed and delivered with students’ needs front and centre.
The framework introduces flexible service tiers so Faculties can choose the level of support that best meets their needs while protecting a strong baseline of service for the whole community. Every area will provide a base level of service included in the standard budget. Where demand exists, shared service units can offer premium tiers with enhanced responsiveness, frequency, or scope, selected by Faculties during the budget process. This student-first, choice-driven approach makes trade-offs explicit and replaces complex internal cost recoveries with clearer, more predictable funding. Select areas will pilot tiered offerings beginning in 2027–28, with additional options rolling out each year.
A new set of institution-wide performance measures, covering efficiency, cost stewardship, and client satisfaction, will be reported through the Integrated Resource Planning (IRP) process. These metrics establish a shared, evidence-based view of how well services are performing and where improvements will have the greatest impact on students and the broader community. Service areas are also encouraged to track additional measures that reflect their unique contributions and commitments.
Built-In Accountability
Service excellence requires clear expectations and follow-through. The framework strengthens accountability by pairing commitments with measurable outcomes and a transparent review cycle. The goal is a culture where we learn, improve, and consistently deliver high-quality service that supports student success.
Looking Ahead
The Service Commitment Framework is a meaningful step forward in how we plan, fund, and deliver shared services. It responds to the community’s call for greater transparency, clearer alignment between costs and services, and a higher, more consistent standard of service. Most importantly, it helps ensure our decisions remain anchored in what best supports students.