We are proud to announce that we are a finalist at the iCXA (International Customer Experience Awards) 2021 in the category “Business Change and Transformation – over 10,000 employees” for the NUS IT Shared Service Staff Professionalisation transformation initiative which comprised a multi-pronged strategy that optimised and centralised our IT services.

NUS embarked on its Organisation Excellence journey around mid-2019. Approximately 90 project tracks were identified to transform our academic, administration and research strategies and businesses—the formation of our first IT Shared Services (ITSS) amongst them.

This project started as an exercise to consolidate shadow IT headcounts (previously employed under various faculties, research centres and departments) into NUS IT. As these staff were given opportunities to learn and support new technologies, NUS IT developed strategies to upskill them for productivity gains, enabling them to become more effective and proficient. Aligned with NUS’ goal to become a “borderless university”, we instilled a change in our support strategy and skill-set transformation.

A big thank you and congratulations to our team members who have redefined the IT service experience for the NUS community!

Awards International is the world’s premier awards event organisation and the Dream Team behind 12 prestigious awards programmes across the world. The ICXA® celebrates the incredible work done by CX professionals all over the world – and gives organisations a chance for recognition.

View our finalist entry here on the International Customer Experience Awards website.

The Awards Finals will take place on November 10 and 11 and Awards Ceremony will take place on November 18, when category winners will be revealed. Stay tuned!