Governance, Policy and Strategic Alignment

IFN001 is provisioned as a non-faculty unit but models standard unit management and compliance. Being a service provided by the Division of Technology, Information and Learning Support (TILS) on behalf of the University, the unit is governed according to the TILS Service Management Framework with QUT Library as the designated Service Owner of IFN001. Within this Framework, governance and operation of the unit is designated as follows.

  • Service Manager - responsible for strategic and operational governance and planning, including provisioning, service management, risk assessment and overall quality assurance.
  • AIRS Librarian - (equivalent to faculty Unit Coordinator) responsible for unit coordination, including content and curriculum design, data and reporting, administrative procedures and workflows, records management, teaching team coordination and development, assessment design, marking and moderation, and performance metrics and quality assurance.
  • AIRS Library Adviser - responsible for assisting the AIRS Librarian and specifically in data and reporting, administrative procedures and workflows, records management, student queries and service mediation, meetings management, teaching team coordination and development, assessment marking and compliance.
  • Teaching Team - (equivalent to faculty Sessional Teaching Team) responsible for teaching supplementary workshops, assessment marking, and contributing to content and format review and quality improvements. The teaching team is comprised of the AIRS Librarian and Liaison Librarians who each undertake a 2 year teaching "appointment" on the team as part of their substantive liaison duties. Half of the teaching team refreshes each year to assure continuity of service deliverables and appropriate coaching and mentoring opportunities.


A number of critical activities assure the continued efficacy of IFN001 including:

  • University unit evaluation strategies (Pulse and Insight surveys):
    • Pulse survey - formative, automated evaluation activity that occurs early in the unit, is centrally delivered, formative with results given to key stakeholders and can be completed by students and peers (teaching team members).
    • Insight survey - summative, automated evaluation activity that opens at the end of the teaching period, usually Week 13 of semester, is centrally delivered and open for 4 weeks, flows through to all stakeholders including TEQSA for institutional reporting, and can be completed by students and teaching team members.
  • Key Performance Indicator (KPI) and Performance Indicator (PI): A key performance indicator was developed for student satisfaction with IFN001 and is indicated by how students rate the unit through the student evaluation surveys, Pulse and Insight each semester. The target is to attain a minimum score of 3.7 in the surveys each semester. Timely response to student assessment is important and is represented by the performance indicator and service level to students that all assignments are marked and returned to students within one month of receipt.
  • Risk Assessments: The IFN001 risk assessment has been refined with the assistance and feedback from other service owners to ensure that it is robust, holistic and that identified risks are valid.

IFN001 Service Blueprinting: This service was "Service Blueprinted" in April 2015. "A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels". This exercise provided the service team with an opportunity to interrogate the service from a client experience perspective. The process showed that, on the whole, the service is performing very well and revealed some unforeseen benefits to be gained in improving administrative efficiencies to further improve client satisfaction.