Planning and Service Performance

What is Planning and Service Performance?

Planning and Service Performance (PSP) is a new division in the Service Portfolio, built from a merger between the Service Improvement Group (SIG) and Planning and Performance Measurement (PPM).

PSP integrates five key streams of interrelated work: Service Solutions; Business Intelligence and Analytics; Planning and Reviews; Performance and Institutional Research; and Digital Solution Delivery.

The division takes a leading role in providing data for evidence-based decision making throughout the University and delivering client-focussed services. It promotes a culture of continuous improvement in keeping with the Service Performance Framework.

Quick contacts:

PSP teams:


Business Intelligence and Analytics

The Business Intelligence and Analytics team brings together a team of information professionals, focusing on the development of information asset provision, business intelligence, advanced analytics, multi-dimensional and statistical models along with the administration and support of key management information systems.


Digital Solutions

The Digital Solutions Team implement technical solutions to identified service-delivery problems throughout the University. The team works with a dual reporting line to the Director PSP and ITS and is responsible for Maintenance, and support of software platforms for Chatbots, Robotic Process Automation, and eForm Workflows (SmartIQ – formerly Intelledox)


Performance and Institutional Research

Performance and Institutional Research consists of the Institutional Research team (evaluations) and University Performance team. The teams deliver detailed guidance and advice on institutional and social researcher, and information analytics. They conduct institutional research, performance and statistical analysis, and benchmarking activities. The teams deliver high availability and quick turnaround of urgent data requests to support media, executive and other key stakeholders,


Planning and Reviews

The Planning and Reviews team are higher education planning and policy experts with skills in higher education strategy, planning, governance, quality assurance and advanced analytical modelling. The team manages University strategy and planning; student and revenue planning; school and functional reviews; and higher education policy, compliance and governance. 


Service Solutions

Service Solutions delivers high-quality outcomes that contribute to implementing sustainable, integrated and user-focused solutions to improve service delivery throughout the University. Three teams of project professionals - Service Performance, Service Design and Service Experience - work together to ensure effective management, analysis and solution design in keeping with the Service Performance Framework.


Our teams & contacts


Contact details
Planning & Service Performance 
Phone + 61 2 6125 4986
Service Solutions 
Statistics requests and enquiries 
Business Intelligence & Analytics (Insight) 
Phone +61 2 6125 8649
Digital Solutions enquiries 
Institutional Research enquiries 
Phone +61 2 6125 1222
Planning and Review enquiries 
Phone +61 2 6125 9493
School and Administrative Reviews 
Phone +61 2 6125 1231
UniForum benchmarking and service effectiveness 
Phone 02 6125 2698
University Performance feedback and surveys 
University rankings 


Contact details
Richelle Hilton 
Director, Planning and Service Performance
Phone +61 2 6125 5978
Debra Mewett 
Deputy Director, Planning, Performance and Institutional Research
Phone + 61 2 6125 5661
Andrew Gibson 
Associate Director, Digital Solutions
Sarah Gledhill 
Associate Director, Planning and Review
Phone +61 2 6125 9493
Leone Nurbasari 
Associate Director, Business Intelligence & Analytics
Phone +61 2 6125 5598
Laurelle Vingoe 
Manager, Operations
Phone +61 2 6125 1854
Liz West 
Deputy Director, Digital Enablement
Phone +61 2 6125 0167