The University of Calgary is committed to making its processes clearer, simpler, and better than any other university, as outlined in the strategic plan, Ahead of Tomorrow and the Operations Plan. To support this commitment, the Process Excellence and Transformation team has been assembling under the Office of the Vice-President (Services and Operations) since fall 2024.
"Our team focuses on simplifying processes, enhancing service satisfaction, and ensuring the university community has the tools needed to succeed," says John Kincaid, executive director of Process Excellence and Transformation. "We specialize in process improvement methodologies, change management, and project management to ensure sustainable, effective results."
The team has already been working on driving improvements in areas across the university in supply chain management, communications and community engagement and UService. In January 2025, UService transitioned to the Process Excellence and Transformation portfolio to help strengthen its foundation and continue to improve the services it offers.
Using feedback to drive improvements
Over the past couple of years, the university has conducted multiple surveys including the Employee Engagement Survey, the UniForum Service Effectiveness Survey, Caretaking Services Survey, Student Residences Satisfaction Survey and the National Survey of Student Engagement to better understand the needs of students, faculty and staff.
"These surveys have highlighted key challenges, such as long wait times, inconsistent processes, and confusion around requesting services," says Kincaid. "We are using this data to guide improvements that will boost efficiency and service quality."
More surveys, including follow-up and pulse surveys, will continue to collect valuable feedback. This ongoing data collection and analysis will help drive future improvements and ensure changing needs are met.
Collaborating with faculties and units
The Process Excellence and Transformation team works closely with leaders across the university to find ways to streamline services, improve service satisfaction, and make better use of resources.
"Our focus on improving how services are delivered and reducing administrative burdens starts with strong partnerships," says Kincaid. "By working closely with units across campus, we're hoping to create collaborative solutions that benefit students, postdocs, faculty, and staff."
To make it easier for leaders to share process challenges and improvement ideas, the Process Excellence and Transformation team is piloting an online intake form. Submissions will be reviewed using a prioritization matrix that considers alignment with the university's strategic plan, complexity of the project and the potential for positive institutional impact. This approach helps ensure efforts are focused on projects that deliver the greatest benefit across the university. This pilot phase will allow for refinements based on real-world use and feedback. Leaders across campus are encouraged to participate and help shape how process challenges are addressed moving forward.
Looking Ahead
The university's commitment to process improvement is an ongoing journey one that depends on collaboration, continuous feedback, and strategic improvements. To learn more about Process Excellence and Transformation, visit ucalgary.ca/services-operations/process-excellence-and-transformation.
