What information are you looking for?
What is the USC?
To learn more about the University Services Centre (USC) at York, select the link below.
Benefits of the USC
To learn more about the USC's benefits to the York community, select the link below.
Training and Support
To learn more about the training that the teams at USC provide, select the link below
What's Next?
To learn more about the University Services Centre (USC) at York, select the link below.
What is the USC
The USC brings together common, high-volume administrative services from across functions, such as Human Resources and Finance, into a single service delivery entity. When fully implemented, it will become a one-stop-shop for all administrative services and needs.
The USC currently includes the following service teams:
The 3 Elements of the USC
At full maturity, the USC will consist of:
- A Staff Contact Centre for inquiries, service requests and self-service.
- A Services Hub for the delivery of common, high-volume administrative services across York (e.g., payroll and expense reimbursement).
- A Continuous Improvement Team that uses service data, client feedback and technology to continuously improve services through process re-design and digitization.
Wondering what to expect from a shared services centre in the future? Check out a future rendering of the USC in the video.
Each team will be staffed by experts in their area – whether that be responding to client inquiries, delivering specialist services or delivering process and customer experience enhancements. All team members will uphold a community-focused approach to service delivery to ensure every experience with the USC is positive and productive.
In the future, the USC has plans to establish a modern, digital ticketing system to further streamline and optimize service delivery across the University and looks forward to future enhancements, such as helpdesks and automated services.
It will take time to implement the USC and for the benefits of a shared services centre to be fully realized. Our work today is an investment toward a future culture of service excellence. We appreciate your patience and support as we build a world-class service organization that will make York a better place to work and learn in the long-term.
Benefit to the York community
The USC presents a unique opportunity for York to establish an entity with a dedicated focus on customer service and embed a strengthened culture of service excellence that aligns with York’s vision.
The University Services Centre will make staff services easier to access, faster and more consistent. It will deliver the following benefits to the York community:
(1) Client-Centric Services - More client-centric services, with a dedicated focus on service excellence and a single point of contact for staff services across HR, Finance and IT.
(2) Efficient Processes - Simpler, faster and more efficient processes, better enabled through technology.
(3) Transparent Service Performance - Increased transparency on service performance and improved decision-making leveraging service data.
(4) Career Development - New opportunities to expand staff experience and develop career pathways
Training and Support
The teams in the USC provide regular training to the community on the different tools, best practices and support the community on providing the best service.
The following training options are available currently:
What's next
Over the next several months, the USC will onboard additional teams, with a focus on ensuring a seamless transition to the USC department and standing-up a USC Contact Centre.
Planned upcoming activities include:
To stay up to date about the next phase of the USC’s development, join our mailing list.
For any questions or feedback, please reach out to our team.