Service Centre of the Future (DLZ)
In launching the DLZ initiative, the VPIN division is pursuing its goal of developing a future-oriented, ETH-wide standardised concept for the design and operation of service counters.
Starting question
How can we offer the various on-site services of the ETH departments in a joint effort to meet the needs of the users, while at the same time creating synergies, optimising processes and taking into account the wishes of the departments and employees?
“Our DLZ project responds to the evolving needs of the ETH community. Together, we are setting the course for greater customer focus, efficiency and sustainability.”Ulrich Weidmann, Vice President for Infrastructure
Vision: Many organisational units, one face
The ‘Service Centre of the Future’ (working title) offers a modern, customer-centric information service that is available centrally on site and online. Following the slogan ‘Many organisational units, one face’, the departments involved pool their strengths and work together seamlessly, characterised by five qualities (see below). The aim is to create an inviting, high-quality and positive experience that makes ETH accessible and tangible for everyone.
Strategy matrix: Qualities and dimensions
The strategy matrix helps to project the qualities onto the various dimensions and thus make detailed statements. It serves as a basis for discussion for the design and further development of the dimensions in terms of the DLZ and ensures a comparable experience across the locations. Depending on the location, further points are added within the overlaps.
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The strategy matrix: Qualities and dimensions for the DLZ are defined. -
The strategy matrix forms the basis for decisions on initiatives and contains specific requirements for new construction projects. -
The service centre of the future - vision and concept were developed and jointly approved by the project team. -
The spatial and operational requirements for the future main DLZ locations in the HG and HWS buildings were developed collaboratively by the project team. -
Prototype processes were tested in several future crafting workshops and a wide range of insights were gained.
Lates news
1. Cross-departmental collaboration
Various prototype collaborations for the service centre of the future are currently underway across divisional and departmental boundaries. For example, a joint pop-up counter is being operated for the first time during the start of the semester, the user groups for the new information portal have been expanded and joint best-practice examples at other institutions have been visited. After each test or collaboration, findings and learnings are recorded for the dimensions and quality matrix of the DLZ. This increases understanding for the other units.
2. Initiation of the DLZ programme
The DLZ programme and its sub-projects are currently being initiated and a corresponding business case is being developed for submission to the Executive Board. In addition to the programme structure, this also includes the roles and responsibilities as well as the consideration of resources and possible communication measures.
Participating units and project team
The project team is supported by the Steering Committee, which comprises the six VPIN departmental heads, the Vice President of Infrastructure and one representative each from Academic Services and the Vice Presidency of Finance and Controlling.
Project team members:
- Academic Services: Andrea Rothenbühler
- 必博官网,必博体育 Services: Eva Skalamera, Nadine Elmer
- ETH Library: Ursula Müller, Isabelle Kuster
- Facility Services: Christoph Schumann
- Finance and Controlling: Michael Schlienger
- Real Estate Management: Katja Kalkstein-Eggimann
- IT Services: Thomas H?usermann, Mark Buschor
- Safety, Security, Health and Environment: Annette Hofmann
- Student Services: Regula Christen
Management of programme initiation and initiators
The initiation of the programme (incl. sub-projects and business case) is managed by Miriam K?lin, Head of Information and Experience in the 必博官网,必博体育 Services department. She is supported by the following people:
- Claudia Widmann (Tjikko AG)
- Frank Renoldand and Renato Soldenhoff (unnamed company)
- Stephanie Braunwalder (Project initiator, 必博官网,必博体育 Services)
- Andreas Hofmann (Project initiator, Facility Services)
Information on the project process
On 17 September 2024, an ETH-wide information event was held with Ulrich Weidmann, Vice President for Infrastructure.
Contact
ETH Zurich