Service Improvement Group

What is the Service Improvement Group?

The Service Improvement Group (SIG) was established in 2012 to facilitate change through key strategic projects. Service Improvement projects aim to enhance ANU services by increasing the efficiency, service experience and effectiveness of our systems and procedures.

We can help you innovate existing processes or design new ones to improve business outcomes and create a better customer experience.

How do we work?

ANU Service Improvement projects include large-scale transformations such as the Concur Purchase Card System, and high-impact eForm solutions like the HDR Examinations and Thesis Submission eForms. When assisting your business area with its improvement project, the SIG provides the technological and business expertise to develop solutions to meet your service improvement needs.

Our work is underscored by a strong customer experience focus which drives each service improvement project. The SIG runs workshops with end users to ensure that services meet their needs. For more information about the projects we are delivering or to get involved, please contact the relevant Project Manager.


How can the SIG support your project?

The SIG can assist your business area to develop and deliver all aspects of a service improvement project, including:

  • Business analysis and process mapping
  • Design, development, testing, and implementation
  • Stakeholder engagement, and
  • Continuous service improvement.

If you would like to discuss service improvements in your area, please contact


Service Delivery Streams

Programs and Engagement Office

Programs and Engagement incorporates several key functions of the Service Improvement Group (SIG), including Program Management, UniForum and University Services Feedback.

Intelledox Digital Transformation Centre

The IDTC team is responsible for the design, development, delivery, continuous improvement and support of enterprise-wide, fully-integrated eForm software solutions.

Project Delivery

The Service Improvement Group (SIG) can assist your business area to deliver high-quality service improvement projects by employing a customer-led design process.

Experience Accelerator
The Experience Accelerator (EA) is the newest addition to the SIG team. It uses Human Centred Design paired with rapid experimentation techniques to validate improvement ideas.


Have your say on University Services

We want to hear from you! feedback poster

The University Services Feedback process allows all members of the ANU community to share their experiences and make suggestions for University services. Your insights guide future service improvement initiatives. Please share your suggestions for service improvement via the eForm.


Our teams & contacts


Contact details
Service Improvement 
Phone 02 6125 2698
SIG - University Services Feedback 
Timetabling Program 


Contact details
Debra Mewett 
Associate Director, Programs and Engagement
Phone + 61 2 6125 9650
Project & Internship Coordinator
Phone +61 2 6125 6244
University Performance Manager
- UniForum
- University Services Feedback
- Service Effectiveness Survey
Phone +61 2 6125 2698