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Service@itm.kth.se

The dean has taken the decision that the school must establish a service centre at ITM. The work for this change has now started. The school will have three service desks: Södertälje, Sing Sing and the IM headquarters. The desks must be manned during office hours, Monday – Friday. The organisation must be in operation from April 1, 2017. Annika Lilja at DO will be the project manager until the service centre is in operation.

A first step in this work has been to talk to all administrators who, in one way or the other, will be affected by this change. Step two is that we, together within the administration, will hold a workshop on November 23-24 to get the opportunity to discuss the change but to also have a chance to influence the process as work will be done on project basis until April 1.

We will, as the project progresses, actively inform all the employees at the ITM school. A control group and a reference group are appointed. The reference group includes employees from the academic line and the school’s main safety representative.

In parallel with the manned service desks, there will be a digital input terminal for issues related to public service. Hopefully, that means a switch to digitalization for base-service issues;

  • Easier for the customer
  • More efficient
  • A driving force on the matter
  • Enhanced service level
  • Availability
  • Extended opening hours
  • Cost-effective in the long run
  • Broader and deeper skills
  • Shared working

We must together find the key for adapting to the demands of service. One challenge is to find a structure for the proper flow of information so that we can constantly adjust the level of service according to the demand.

/ Christina Carlsson, Head of Administration