Introducing new name for EDGE project and new tools to provide better service

To continue the positive work of improving service and efficiency within the organization through the initial work of Enterprise Design for Growth and Effectiveness (EDGE), we are transitioning the name of the effort and the team working on it as we continually drive process improvements.

The new team, as part of our redesigned operating model to modernize campus administrative services, has been renamed Mission Operational Services Team (MOST). References to EDGE will be retired. The ongoing work will transfer to the Mission Operational Services Team, which is comprised of multiple individuals across the university dedicated to advancing service delivery and improving internal customer service at UT Health San Antonio.

·       Monique Lopez is leading the Mission Operational Services Team as senior director of business service quality. Monique will support service process improvement, provide guidance for service-level objectives and implement improvement feedback.

·       A redesigned and upgraded UT Health Connect website offers easier access to find service partners and a one-stop shop to connect with administrative services. The former EDGE website on the My UT Health intranet site will be archived, and all inquiries for service and information for administrative services will be redirected to UT Health Connect.

·       The new Campus Service Summary dashboard can be used to filter service request data to see requests relevant to individual departments. A hot link from the dashboard goes directly to My Service Center to allow users to see requests with their username or department.

User feedback is already influencing service improvements

·       Feedback from the surveys users receive after completion of a service request go directly to those who manage services to make improvements, refine how service is requested and/or delivered, and determine any gaps in service. Service teams have already acted on improvements including acquiring software enterprise licenses, pre-test options for institutional training, computer inventory “ping” process and the addition of new direct connect vendors.

·       The Service Feedback Form, found on UT Health Connect, is used to give praise, raise concerns or share ideas. It has already proven effective as service managers receive feedback and take proactive steps to encourage their team members and resolve escalated concerns.

Taking an active, constructive role in providing feedback is a significant way the entire campus can be involved in improving service quality so we can effectively pursue our missions. Since June 1, 2021, more than 151,000 requests have been received across all services, and users have submitted 529 feedback surveys.

As a reminder, there are multiple ways to request and receive operational services:
·       My Service Center is the service request portal to request administrative services.
·       Use the Partner Directory to find your partner.
·       Email or e-Request. Find out how to submit an e-Request.

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