In 2013-14, the University partnered with The Hackett Group to conduct a comprehensive benchmarking study of administrative services. The purpose was to learn about the University's effectiveness and efficiency in delivering administrative support services across six functions - Finance, HR, IT, Procurement, Student Services, and Research Administration.
The study provided detailed information about each function's structure, costs, and performance across the institution, including central offices and school/units. The results helped shape and inform numerous improvement initiatives to support core activities of teaching, research, and public service.
OBJECTIVES
This project aimed to:
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Employ a standard methodology to analyze current state performance (Data collection included function-based questions, activity across 90 processes, and stakeholder surveys)
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Compare performance to other higher education institutions and similar private sector, non-profit, and government organizations
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Leverage stakeholder feedback for insight and context
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Interpret analysis and recommendations in order to identify opportunities for improvement and integrate findings into current projects
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Conduct additional analysis as needed
TIMELINE
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Planning, training, data collection and validation (October 2013 - January 2014)
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Review initial findings (February 2015)
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Interpretation and application of results (March 2014 to present)
KEY FINDINGS
High-level findings across all functions:
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Functional costs are almost equally distributed across central services (44 percent) and the schools and units (56 percent)
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Work is highly distributed across the institution
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Many staff performing these functions have fragmented roles and are not dedicated to a specific function
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There is significant/y higher transactional activity relative to analytical and strategic work
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The effectiveness of technology support systems varies from highly effective to ineffective
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Stakeholders view the functions more as gatekeepers rather than valued business partners