Service Improvement Group

Universities are facing a number of challenges including financial constraints, increasing regulatory demands and increased competition.

The Service Improvement Group was established in 2012 to manage the Service Improvement Program. The Program facilitates and supports the University's strategic objectives of research and education by providing building blocks to achieve an 'effective organisation'.

The Service Improvement Program is a centrally governed and coordinated approach to service improvement at the University. The Program focuses on promoting and driving change through core strategic projects aimed at:

Access - customers can access services at the right time, right place and in a manner that suits them

Effectiveness - effective service delivery outcomes for ANU

Efficiency - streamlining and simplifying processes and structures

Clarity - clear lines of responsibility and ownership - less duplication, clear purpose

Integration - enterprise wide processes, systems and services that align and integrate

Capability - empowering continuous improvement in service delivery and support

Innovation - recognising, advocating, sharing and fostering innovation.

The team has a wealth of experience and expertise in program and project management, business analysis, stakeholder engagement, organisational design, change management, information and data analysis, process improvement and general management, and have worked in various areas across higher education, public and private sectors.

Please share your ideas and feedback to help improve our services.

Our teams & contacts


Contact details
Director, Service Improvement Group 
Phone 02 6125 2698
SIG - University Services Feedback 
SIG - Workshop Management System 


Contact details
Phone + 61 2 6125 3864
Richa Bhal 
Business Analyst
Phone +61 2 6125 2294
Strategic Communications Officer
Phone + 61 2 6125 4764
Project Support Officer
Phone +61 2 6125 3510
Project Manager
Phone +61 2 6125 1947
Project Manager
Phone + 61 2 6125 9650
Graduate Trainee (DSA)
Phone +61 2 6125 9667
Project Manager
Phone +61 2 6125 5675
Strategic Communications Officer
Phone +61 2 6125 4523
Strategy & Planning Manager
- UniForum
- University Services Feedback
- Administrative Services Survey
Phone +61 2 6125 2698
Claudia Villegas 
EA to the Director SIG
Phone + 61 2 6125 4523