Service governance serves as an institutional guide for delivering administrative services to stakeholders, which must prioritize the principles of effectiveness, efficiency, and accountability. In line with the rapidly advancing times, institutions must also establish a transformation in service governance to maintain service quality consistency.
The Graduate School of Universitas Gadjah Mada’s support (SPs UGM) is committed to taking strategic initiatives through a Standard Operating Procedure (SOP) development program. This program designates and organizes representatives—both academic and administrative staff—into several groups. Each group is assigned to develop SOPs based on their respective work areas, including academics, quality assurance, partnerships, finance, human resources, and others.
Collaboration and innovation are two key pillars of the SOP development program. Each group is encouraged to work together and build strong teamwork. Collaboration occurs not only within the groups but also across different units. The final phase of the SOP development process will culminate in an inter-unit collaborative dialogue, with each group presenting their SOPs for discussion with relevant stakeholders.
Innovation also plays a crucial role in this program. Each group is encouraged to revise procedures that are no longer functioning optimally or that have the potential to increase its effectiveness.
One such improvement involves human resource management. The team working in this area initiated a digital transformation for several administrative services, enabling work processes to be carried out more effectively.
Writer: Muthia Nur Arifah