Service centre of the future (DLZ)
With the DLZ project, the VPIN division is pursuing the goal of developing a future-oriented, ETH-wide standardised concept for the design and operation of service counters.
Initial question
How can we offer the counter services of the ETH departments jointly in order to meet the needs of the users, while at the same time creating synergies, thereby optimising processes and taking into account the wishes of the departments and employees?
“With the DLZ project, we are responding to the changing needs of the ETH community. Together, we are now 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 advisory service that is available centrally on site and online. Under the motto ‘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 counselling 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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Qualities and dimensions form the strategy matrix for the DLZ. -
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.
Latest news
1. Cross-departmental cooperation
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 school management. In addition to the programme structure, this also includes the roles and responsibilities as well as the consideration of resources and possible communication measures.
3. Prototype service portal
Under the motto ‘Many organisations, one face’, the prototype is intended to offer ETH employees digital access to all services of the participating units. The prototype will be designed, programmed and tested over a period of six months. The final evaluation will take place by the fourth quarter of 2025.
Units involved and project team
The project team is supported by the Steering Committee, consisting of the six VPIN department heads, the Head of University Communications, the Vice President of Infrastructure and one representative each from Academic Services and the Vice President of Finance and Controlling.
The project team members are
- Academic Services: Andrea Rothenbühler
- 365体育官网_365体育备用【手机在线】 Services: Eva Skalamera, Nadine Elmer
- ETH Library: Ursula Müller, Isabelle Kuster
- Facility Services: Christoph Schumann
- Finance and Controlling: Michael Schlienger
- Real Estate: Katja Kalkstein-Eggimann
- IT Services: Thomas H?usermann, Mark Buschor
- Safety, 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 365体育官网_365体育备用【手机在线】 Services department. She is supported by the following people:
- Christian Zegler, Marc Loewer and Kai Schmidt (HudsonGoodman)
- Stephanie Braunwalder (project initiator, 365体育官网_365体育备用【手机在线】 Services)
- Andreas Hofmann (Project Initiator, Facility Services)
Information on the project process
An ETH-wide information event with Ulrich Weidmann, Vice President for Infrastructure, took place on 17.09.2024.
Contact
ETH Zürich