MyServices: Transforming support at UCL

A year since the launch of MyServices, UCL’s central platform for accessing support and services - we’ve transformed how staff and students find help, request what they need, and get things done. So, what’s changed? And how has it raised the bar for service across UCL?

MyServices: Transforming Support at UCL 

A year since the launch of MyServices, UCL’s central platform for accessing support and services - we’ve transformed how staff and students find help, request what they need, and get things done. So, what’s changed? And how has it raised the bar for service across UCL? 

Key benefits achieved so far:

  • Faster resolution: The average time taken to complete a request has dropped from 7.4 to 5.8 days, reduced with the help of AI tools.
  • Increased self-service: Usage rose from 9% to 38%, reducing workload for first-line support teams. Knowledge Articles also empower users to find answers independently - saving staff time. 
  • Increased automation: Automation uptake grew from 5.5% to 9.1%, cutting out repetitive tasks like double-entry.

Strategic Impact (Strategic Plan 2022-27) 

MyServices supports UCL’s strategic vision by automating routine work and enabling staff to focus on high-value activities.  

Aimie Chapple, Vice-President (Operations) and Executive Sponsor for the ESM Programme is delighted with the progress made so far: 

From countless conversations with colleagues across UCL, it’s clear that MyServices has made a real difference. Staff are telling me they can now get things done that simply weren’t possible before. That said we also know there are areas we may still need to improve and we will continue to take feedback so we can ensure that we build on and streamline our services."

Aimie Chapple, Vice-President (Operations) and Executive Sponsor, ESM Programme 

MyServices was delivered by the Enterprise Service Management Programme (ESM) as part of a wider piece of work looking at Services Simplification across the university in line with our Strategic Plan 2022-27 . 

What’s next? 

We’re excited to evolve the programme’s scope in the next phase, aligning more closely with Services Simplification and continuing to integrate work and teams across UCL.  

If you have any feedback on MyServices, to help us enhance the platform and improve the services it supports, please let us know.  

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