General
How does shared services fit within the Tasmania Tomorrow framework?
The Shared Services Unit will be contained in the Polytechnic and will be responsible for the provision of services that are administrative in nature and are generic to all entities.
How are services determined to be those delivered by shared services?
The Shared Services Working Group has been using a set of principles to assist in determining the services to be delivered by shared services and those delivered by the Tasmania Tomorrow entities. One of the primary guiding principles is that those services which are “administrative in nature and generic to all entities” will be completed by the shared services unit.
It is important to note that entity operational decisions such as recruitment, allocation of funding, courses or training packages to be delivered and so on will be made by the entities and not shared services.
What is the organisational structure for the Shared Services Unit?
The organisational structure for the Shared Services Unit will be determined by the entities’ CEOs and the General Manager Shared Services.
Where will shared services be located?
The staff of shared services will be located around the State. The shared services unit will be embedded within the Polytechnic.
If the shared services unit is embedded in the Polytechnic will the Polytechnic receive preferential treatment?
Whilst embedded in the Polytechnic shared services will not be biased and provide client focussed service to all entities.
What will be the reporting lines for the shared services unit?
The shared services unit will be headed up by a General Manager.
What will be the reporting arrangements within the shared services?
There are a wide range of support services that will be delivered including finance, ICT, facilities, HR, student enrolments and client services each of which will be headed up by a senior manager who will report to the General Manager.
It should be noted that the actual structure for shared services will be finalised once the General Manager and CEOs are on board.
Will roles be advertised?
Once the structure is established a process, approved by the State Service Commissioner, will be put in place to fill roles in Shared Services. The process will ensure that all staff in management, administrative and support roles in TAFE or Colleges will have postions at their current levels and be located in their current regions within Shared Services or one of the three organisations.
Will shared services staff work in the same physical location?
It is likely that there will be a need for some staff to change their physical location in order to be collocated with their clients.
In addition there will be some administrative tasks that may be centralised hence there may be the need for some staff to move location within their region. It should be noted that any relocation by staff will be reasonable and consistent with award requirements.
What policies and procedures will the shared services use?
There are currently policies and procedures in Colleges, Department of Education and TAFE. These policies and procedures will be reviewed and adopted accordingly for the entities by the respective CEOs as well as by the Shared Services Unit.
How can I provide feedback on the Tasmania Tomorrow process?
There will be a range of opportunities to provide feedback in the Tasmania Tomorrow process. In addition, each staff member is encouraged to provide input to their manager or change leader who can pass this information onto the relevant area. Feedback can also be provided to the project team by using the online form or email or phone 1800 469 997.
Who’s involved in the shared services projects?
Information on the shared services projects that are underway and the representatives from colleges and TAFE who are involved is available in Issue 13: Tasmania Tomorrow News.
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Human Resources
What HR services will be provided by shared services?
Shared services will not make HR operational decisions for the entities. It is envisaged the majority of HR processing tasks will be undertaken through shared services, including processing payroll and leave transactions. In addition shared services will support recruitment coordination.
Policy advice will also be provided on matters such as workers compensation, workplace health and safety, and industrial or workplace relations.However, each entity will be responsible for organisation specific matters, such as the actual recruitment decision, culture, employment branding and exclusive or special policies or directions such as health and wellbeing.
Will HR consultancy services continue to be provided at campuses?
The brief proved to the shared services unit is to provide effective services. For certain services to be effective there needs to be staff located with their clients. It is therefore intended for staff to be regionally based in campuses.
Who will employees talk to about entitlements such as leave or salary?
Employees will be able to raise entitlement type issues directly with regionally based staff or with staff who may be based in other parts of the region or state.
In addition, it is intended that a range of information services will be able to be accessible directly by staff via electronic means. This is likely to include Employee Self Serve (ESS) which staff can use to look up their leave and salary details as well as make leave requests.
Can I be a non-teacher such as an Administrative and Clerical Officer and not be part of Shared Services?
Yes. You could be employed by one of the entities directly and undertake duties specific to the entity.
Will administrative staff currently aligned with TAFE or Colleges get to choose where they want to work? (ie. In shared services or in one of the organisations?)
The determination of which organisation you will be transferred to involves identifying current activities and how these align to the new organisations. Please refer to the fact sheet on this matter in Issue 8: Tasmania Tomorrow News.
Do we need to reapply for our jobs?
Please refer to the fact sheet on this matter in Issue 8: Tasmania Tomorrow News.
What will our roles be in the Shared Services Unit?
The Shared Services Working Group has identified the majority of services that will be delivered by the shared services. These services are generally what administrative functions are currently delivered by Colleges, TAFE and the Department of Education.
Project teams will address how services are to be delivered to the Tasmania Tomorrow entities then roles will be identified.
Will there be an amalgamation of support staff from Colleges and TAFE within specific locations?
Yes, there will be an amalgamation of staff. Under Tasmania Tomorrow, TAFE ceases to exist and as such staff from Colleges and TAFE will be transferred to the entities and shared services.
Will there be opportunities with the new arrangements?
Given the scale of the changes it is likely there will be a range of opportunities for staff.
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Records Management
It is expected that there will be a record management function in the Shared Services, however more work is required to define the extent of these functions.
Student Management System (SMS)
Which student management systems are currently being considered for Tasmania Tomorrow?
QL-S, the system currently in use in TAFE and SACs is used in Colleges. Work is currently progressing on identifying the system(s) to be used for the three Tasmania Tomorrow entities ie Academy, Polytechnic and Training Enterprise.
Is it true that QL-S is being replaced?
QL-S is not being replaced in TAFE. In Victoria a SMS Replacement Project is looking at a new SMS for the Victorian TAFE Institutes. QL-S will continue to be used and supported in Victoria until at least the end of 2009. We can continue use and support QL-S separate to what happens in Victoria if that meets our business and organisational needs.
Is it true that SACs is being replaced?
Yes, the Department of Education is currently working towards replacing SACs.
Will QL-S be replaced in Tasmania?
When the time is right, as determined by the needs of the Academy, Polytechnic and Training Enterprise, we will go through a process to determine what SMS best meets our needs. The experience in Victoria, will be one factor informing our thinking.
When will the system be up and running for Tasmania Tomorrow?
Ideally the system will be available for applications, if not enrolments later on in 2008. Detail planning will commence once the feasibility study is completed since it has a significant role in determining how much development work needs to be done.
How will classes be allocated?
Part of the work associated with the SMS will include consideration of the timetabling needs of the Tasmania Tomorrow entities.
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Facilities
Will the award conditions change, particularly in terms of pay parity between DOE and TAFE Facilities staff? Will my role change?
There are discussions currently taking place with the LHMU, DOE and TAFE to address any pay parity issues between TAFE and DOE. This relates to TAFE cleaning, café, residence and grounds staff and DOE school attendants. In terms of roles, there may be some minor adjustments as a result of negotiating pay parity.
What will the Facilities structure be like? Who will be my boss?
The exact Facilities Management structure will not be determined until the entity CEOs and General Manager Shared Services are appointed.
Will I have to travel between campuses?
Some facilities staff may be required to travel between campuses from time to time.
Will cleaning be outsourced?
Cleaning is currently predominately outsourced in Colleges and predominately done in-house in TAFE. No changes to these arrangements are currently being considered.
Who will make sure that facilities are maintained such as a leaking tap or flickering light?
There will be facilities staff located in the regions and across campuses that will have responsibility for managing buildings including issues such as cleaning, lights and so on.
Will Residences be outsourced?
Residences in Colleges are predominately outsourced and in-house in TAFE with the exception being Burnie Campus. No changes to these arrangements are currently being considered.
How do we book rooms? What room booking system will we be using? Will everyone use the same system?
Room booking systems differ between Colleges and TAFE. A project has been identified to review and make recommendation as to what room booking system will be used in 2009. The aim will be to have one system that satisfies operational requirements to support all entities.
How do you know which parts of a facility are Polytechnic, Academy or Training Enterprise?
Signage of entities is currently being reviewed and it is likely that a project will be initiated to address signage issues. Entity branding is important and consequently CEOs will be engaged to develop the signage strategy.
Who do I ask for assistance at any campus?
A front of house service will exist similar to what is currently provided by Colleges and campuses.
Who and how will building security be managed?
Initially management of building security is likely to continue as it currently operates, however, a review may occur in 2009.
What impact will there be on existing TAFE and College Facilities contracts such as fire, waste, mechanical management?
A review is currently occurring to assess the delivery options of current contracts held within TAFE and the Department of Education.
Will there be improvements to student accommodation?
Student accommodation will be improved by the construction of a 50 room facility at Newstead College. Student accommodation will be continually reviewed against demand.
Will the buildings continue to be improved and upgraded?
The importance of the physical environment to successful learning outcomes is well recognised. Work is progressing on how funding can be sourced to improve buildings.
A facility audit has been completed and gaps in facilities required to support learning across the three entities have been identified. These gaps will form the basis of a strategic plan to upgrade buildings.
What are you doing about energy efficiency?
Energy audits have commenced and will be used to identify energy improvements. It is expected improvements will range from processes through to potentially capital works improvements.
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Client Services
Will I still have a team of enrolment staff on site to provide support for staff, students and parents?
Yes, you will.
How will students access course information?
Students will have a range of options to access course information ranging from self help via the web, Contact Centre, printed material, existing teachers and student counsellors.
In addition, Client Services staff will be trained to provide basic course information together with training on when and to whom they refer students for more detailed information and advice.
What will be the physical location of reception, administration etc?
Each campus will have receptions that will deal with face to face enquiries, enrolment, payments and administrative duties that need to be attended to in that location.
There will also be a component of administrative work that may be completed at one site.
How will student management systems (SMS), databases, enrolment and resulting be integrated across the organisations and when will this happen?
The Shared Service Working Group is investigating the options for a SMS. Once this investigation is finalised the detail of the processes around enrolment and potential training requirements will be worked out.
Will there be administrative support specifically to teams?
The services to be provided by shared services unit is not intended to replace team specific administrative support.
Where will Customer Services fit in the new organisation?
Most of the Customer Service tasks will be undertaken by the Client Services area in shared services.
What resource(s) will we have to provide information to students and parents i.e. Quest and QLS.
The Shared Service Working Group is currently working on determining which systems can support the requirements of students and parents. There will be a Student Management System as well as a course reference system.
Will there be an Information Contact Centre and if so how will it operate?
Yes, there will be a contact centre in the Shared Service Unit. Whilst further work is required to define how it will operate, it is likely that it will have a single telephone number that can be used by all staff and clients of the three entities.
Where will the Information Contact Centre be located?
The existing centre in Burnie will remain. If further resources are required, current technology will allow the support to be provided by staff across the State.
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ICT
Will there be one number to call for IT Helpdesk?
Yes, a centralised helpdesk will be setup to log support calls. Support will then be actioned by IT support staff on campuses.
Can I still approach the local IT support staff for help?
Yes. However to ensure consistency of service statewide, compliance with service level agreements and enable performance measurement logging calls through the helpdesk or via the web will be strongly encouraged.
Who will be supporting my campus?
Local staff will be based at campuses to assist in support for jobs logged through the helpdesk.
Can students use the helpdesk?
Students can log jobs to the helpdesk via teachers. Students are not encouraged to directly contact support staff or the helpdesk.
If staff or students move from one campus to another will they be able to access ICT services in a consistent way?
Yes, the look and feel for ICT Services will be consistent across all existing TAFE and participating college campuses.
Will staff have a single sign on for all corporate applications?
Staff will have either single sign on or a consistent sign on (ie only one username and password).
Will backups of important staff and student files be available across all campuses?
Yes, a single backup solution will be run across the State to ensure data integrity.
Will staff and students from the Training Enterprise, Academy or the Polytechnic be able to use PCs in shared labs?
Yes, all staff and students will be able to securely access their data and services from any networked PC within campuses.
I currently access my information via a wireless connection – will wireless be available on other campuses?
Yes, secure wireless access to the corporate and student networks will be available.
Will training be offered if there are any changes to my PC’s desktop (look and feel)?
Yes, if there are any changes to desktop applications training will be offered.
My staff require a new PC and/or printer, where can I go to buy one that will be supported?
All hardware acquisitions must be completed through your local IT staff to ensure they work with our network and can be supported by IT staff.
My staff require specific software, where can I purchase this?
To ensure compatibility with other applications, all software purchases, installations must be completed in conjunction with local IT staff.
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Financial Operations
What Finance Management System will be used in 2009?
The Shared Services Working Group has recommended the adoption of QSP e5 for the financial management system however there may be the need for interim arrangements that continue the use of Finance One.
What receipting System will be used in 2009?
The QSP e5 financial management system will have a receipting module that will be used for the entities under Tasmania Tomorrow.
Will there be on-site receipting capabilities at all Campuses?
Yes. Training in the receipting modules will be provided.
How will the Accounts Receivable process for Sundry Debtors operate in 2009?
Full details are yet to be determined. However it is likely that each region will be able to generate invoices, with reporting and control located centrally.
How will the Accounts Payable process operate in 2009?
Full details are yet to be determined. However it is likely that each region will be able to process invoices for payment, with reporting and control located centrally.
Will financial processing tasks (payables and receivables) be centralised under Tasmania Tomorrow changes?
Full details are yet to be determined. A key feature of the Shared Services model is that in time efficiencies can be generated through centralising some basic processing functions. However, given the location of current staff it is envisaged that many finance related functions will continue to be undertaken in each region.
What purchasing options will be available in the new Entities in 2009?
1. On-line Purchasing Portal (orders)
2. Corporate Credit Cards
3. Petty Cash
The option to use manual purchase orders will not be provided normally. The use of manual orders will be permitted for urgent orders in exceptional circumstances.
What area will have responsibility for coordinating all Financial Audits (internal and external)?
Shared Services will have coordination responsibility. Implementation of audit recommendations and changes to business processes will be the responsibility of each entity.
Who/what positions will hold a Financial Delegation in 2009?
To be determined by the CEO for each organisation.
What happens to existing Corporate Credit Cards at end of 2008?
All current Corporate Credit Cards will be recalled and cancelled at end of 2008 and replaced by credit cards for the new entities as determined by the new CEOs.
What happens to outstanding transactions / balances regarding Corporate Credit Cards at end of 2008?
All transactions to be reconciled and authorised, and outstanding balances will be paid by end of December 2008.
What areas/positions will have responsibility for compliance tasks in 2009 i.e. GST, FBT, and Payroll Tax?
Responsibility will rest with Shared Services.
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General Tasmania Tomorrow Questions
What do we say when someone asks what Tasmania Tomorrow is about?
Tasmania’s post year 10 retention rates are too low. Research has shown that there is a need to change the delivery of post-school qualifications and improve workforce skills development. Tasmania Tomorrow will address three issues:
- Retention – keeping our young people in education and training after Year 10 to enhance their employment and social potential
- Skill shortages – ensuring that both young and mature age Tasmanians can acquire the qualifications that employers are looking for
- Productivity – making sure that Tasmanian employers and enterprises can access the skills and people they need to make their businesses profitable and productive.
For more information visit the website at: http://tomorrow.education.tas.gov.au
What does this change mean for students?
The new entities will be designed flexibly so that students can move between them as appropriate. It will provide more options and clearer pathways for students.
We can not give students and their parents answers to questions. When will we be able to?
Your Guide to 09 provides information on what courses will be offered and where they will be offered. Copies are available by contacting 1800 469 997 or email. Handbooks for each organisation will be available in late September.
Will there be Student Counsellors and will there be an additional level of support for younger students?
Yes there will be a wide range of support services for students, including student counsellors. More detail will become available once the student support component for each organisation has been determined.
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For Students