The Client is the New Service Centre

TWU's Service Centre

Where do you offer services to students? What about staff & faculty? Parents? If students want a parking pass, do they have to go to the Parking Office to get one? If they want to buy a meal card, do they have to go to the Housing Office?

If yes, why? Is because the service can only be offered by trained professionals (Disclaimer: Don’t try this at home…)? Is it because Parking Passes should be handled by the Parking People because that’s their job?

That’s institutionalized thinking. It’s you-centered.

Let me suggest another way.

What if the student/parent/faculty/staff is the service centre instead of your department?

What if the service was offered where the client needs it most – where they are right now? Why not have parking passes available in any building on campus with a parking lot in front? Why not let students reload their meal cards right at the cafeteria?

Here’s something really innovative: why not let them do it on their smart phone right now, in their skivvies. Ok, I know, I’m being ridiculous now…

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