Agreed Behaviours and Shared Values
The following values and behaviours are seen as underpinning our joint
expectations in service delivery:
Service Adopt a proactive ‘can do’ attitude to the provision of
Provision services. ITSC Service Charter
All stakeholders will be open to new ideas viewing change
as an opportunity for improvement and personal
We will be motivated by evidence and reasoning, supporting
fact based decision making. One IT
Quality Together we will embrace quality with passion, making it the which is
foremost consideration in all decisions.
Support our collective responsibility to deliver the best
service possible to the ECU Community within the
resources provided. Enterprise led, not Technology
Relationships Show respect to all those we deal with; be honest and open,
acting professionally at all times.
Work to resolve issues in an open, honest and professional
Empowerment Use empowerment with professional judgement, acting Our Mission:
within agreed levels of authority.
Together we will delight our customers by providing quality
Exercise responsible decision making, informed by facts, integrated information delivery and support services.
which recognises the views and positions of others,
including peers, our staff and the wider ECU Community.
Communication Communicate with stakeholders in a timely, open and The Charter:
An essential characteristic of a successful relationship is the
Consultation, engagement and participation are accepted need for the parties to have a common understanding and
as critical components of successful service delivery.
expectations of their respective roles and responsibilities.
Participation Be supportive team members; participating in the activities The objective of this Charter is to clarify these expectations in
and initiatives of others as if they were your own, keeping in order to fulfil our mission of providing quality, integrated
mind the common objectives and shared values.
information delivery and support services to the ECU
Community consistent with ECU’s objectives, values and Code
ITSC will achieve its Mission through: What ITSC expects from its Customers:
» Delivering ICT services that are aligned with ECU’s objectives, » ITSC staff will be treated with respect and courtesy at all times;
and in a manner consistent with its values and Code of Conduct;
» Adherence to ICT Governance, policies and procedures regarding
» The provision of responsive, robust and consistent ICT services; the procurement and use of ICT resources;
» Operating within an enterprise focussed ICT Governance » Provision of sufficient and accurate information to enable staff to
framework facilitating alignment of ICT and ECU strategic respond to requests in a timely manner;
» Recognition of our wide range of customers with differing needs
» Active engagement and consultation with the ECU community to and priorities against a background of finite resources;
provide quality ICT solutions, services and processes that are
» Provision of open and timely communications with ITSC
appropriate to stakeholder needs;
Management on business priorities, changes and issues which
» Measuring service delivery and performance against best practice may impact ITSC services;
facilitating continuous improvement and service excellence;
» Honest, timely and objective feedback and comments on the
» Building innovative partnerships and opportunities with Faculties, services provided.
Schools and Centres that support learning and teaching, research
and enhance the student experience;
» A commitment to a reduction in carbon emissions resulting from
ITSC will deliver its services against the following
ITSC activities. objectives:
What Customers can expect from ITSC: » Safeguard the IT services that sustain the enterprise;
» Issue resolution will be addressed with diligence and integrity at » Build innovative solutions to address enterprise requirements;
all times with priority being assigned according to need; » Develop policies and procedures that are simple, consistent, and
» We will behave ethically and professionally at all times, providing repeatable;
services with respect and in a courteous manner; » Establish creative, participative ICT governance with a focus on
» By knowing our customers, we will recognise their diverse and continuous improvement;
varying needs and priorities; » Work with the ECU Community to gain credibility by fostering and
» A high standard of ICT service based on appropriately trained maintaining relationships and trust;
staff, recognised good practice, documented and repeatable » Ensure alignment of technology infrastructure with enterprise
» We will provide open and timely communications with » Achieve our financial objectives;
stakeholders on issues which may impact them;
» Provide opportunities and challenges for all team members;
» Prudent use of resources to attain the best value for stakeholders;
» Provide an “end to end” seamless service to our customers.
» Innovation in service delivery through continuous improvement of
systems and processes.