Service Model

THE ASSURANCE AND COMPLIANCE SECTION

Our service model is a simple one.

It has eight basic service principles.
We will provide our service using three levels of explanation.

We hope that we can deliver our service against this model. It is designed to put you, the service user, first.

Director of Assurance and Compliance

OUR EIGHT BASIC SERVICE PRINCIPLES

1.	We will provide choice in communicating with you: You can contact us by phone, in writing or arranging to come and see us. Alternatively, you can email us at ac(at)usp.ac.fj. We will answer in writing, explain over the phone or personally or do presentations.
2.	No query is too insignificant: We will respond to every query you bring to us. If we are unable to, we will attempt to find the right person to answer you.
3.	We will listen to your queries: We will always try to provide the answer you need.
4.	We will respond to your query by the end of the next business day: If we are unable to, we will advise you when we plan to respond.
5.	We will communicate with you in plain English: We will avoid using technical words except where absolutely necessary.
6.	We will share what we know with you: We do not keep our knowledge to ourselves. We will share it in the most appropriate format with you.
7.	We will apologise if we fall short: We will not always get it right. When we don’t, we will apologise. We will not pass the buck or make excuses. We will look to put things right as a priority action.
8.	We welcome feedback: We recognise that service users give valuable feedback. We welcome all suggestions to improve our services.

COMMUNICATING WITH YOU

We will communicate with you using the following approach. We will provide different levels of explanation to the University community based on their needs. We divide these needs into three broad levels. What we explain at each of these levels is outlined below. We will use these broad definitions as a guide when we assess your requirements.

FIRST LEVEL

This level provides brief definitions of the things we look after and do. It is used to provide a summary overview

SECOND LEVEL

This provides detailed information about the matters we look after. It is designed for colleagues who require a greater level of detail.

THIRD LEVEL

This is where we provide much more detailed guides and advice. This is designed to help colleagues:

Manage risk;
Improve systems; and
Provide input and advice on improving compliance.

Guides and advice can be about:

A specific element of activity
Managing risks.
Improving systems and compliance.

We will tailor our communication approach to maximise the benefit for you.

Updated: 10-July-2017