Advancing Service Integration to Strengthen First-Point-of-Contact Resolution

Building on last year’s presentation, this session shares the next stage of the University of Melbourne’s Student Services Transformation Program (SSTP). While continuing to bring frontline teams together to improve first‑point‑of‑contact resolution, the focus has now shifted to strengthening capability, simplifying processes and expanding the range of enquiries resolved at Tier 1 through a number of pilots and organisational design initiatives.

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