Service Centre of the Future (DLZ)

Initial question

How can we jointly offer the switchboard services of the ETH departments in order to meet the needs of users while at the same time creating synergies, thereby optimising processes and taking into account the wishes of the departments and employees?

Vision: Many organisational units, one face

The ¡®Service Centre of the Future¡¯ (working title) offers modern, customer-centric advisory services that are available centrally on site and online. Under the motto ¡®Many organisational units, one face¡¯, the departments involved are pooling their strengths and working seamlessly together, guided by five qualities (see below). The aim is to create an inviting, high-quality and positive advisory 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 line with the DLZ and ensures a comparable experience across locations. Depending on the location, additional points within the overlaps are added.

4. DLZ and INAKA join forces for mutual project success

The findings of the INAKA* project will be incorporated into the ongoing DLZ project, which will continue to be led by Miriam K?lin. Giovanni Salemme, the previous project manager of INAKA, will head the sounding board to be added to the DLZ. The project organisation will be adjusted for the next phase (implementation). The roles of the INAKA and DLZ project staff will be clarified in the coming weeks.

^{*INAKA: A VPIN project (based on findings from rETHink) that aims to improve the interfaces between the VPIN departments and the academy.}