NUService Hub is the University’s Enterprise Service Management (ESM) tool, and essentially a unified platform for administrative departments to manage service requests through shared services (e.g. Human Resources, Procurement and Finance). Unlike most ESM tools in the market which are only applicable to a single shared service, the NUService Hub strives to be unique in being comprehensive and easy to use. By enabling end-users to access multiple service catalogues across departments through a single interface. The requests are automatically routed to the correct team of fulfillers.

Operating as a one-stop platform to submit administrative service requests, it marks a significant step in NUS’ vision to strengthen its operational efficiency and administrative excellence. Previously, users had to fill in manual request forms, seek approvals and submit requests offline. With the rollout of NUService Hub, all these manual processes are eliminated, and the status of requests can be tracked through this single platform without the fear of ‘falling through the gap’. It facilitates continuous service enhancement, streamlining of workflow & processes, and collaborative management as departments can analyse request trends, identify bottlenecks and target areas of improvement to provide better customer support and more efficient allocation of resources. Users can provide feedback through short surveys following the completion of their service requests

It utilises ITIL (Information Technology Infrastructure Library, an IT Service Management framework with a set of well-defined guidelines and best practices) to deliver high-quality IT services.

Students can make use of the platform to submit enquiries related to Student Finances.  NUService Hub also complements NUS’ Cloud Human Resource System (CHRS) in the process of onboarding new hires and in supporting general public enquiries.

The NUService Hub has achieved a total of 141 new Service lines which comprise:

• NUS Office of Human Resource (OHR) – 76 Service Lines (launched on 14 Dec 2021)
• NUS Central Procurement Office (CPO) – 19 Service Lines (launched on 24 Jan 2022)
• NUS Office of Finance (OFN) – 46 Service Lines (launched on 14 Jun 2022)

with a total of 172 Fulfillers.

A new chatbot named “BoTBoT”, using ServiceAide LUMA, was rolled out for NUS’ Office of Human Resources (OHR) and Central Procurement Office (CPO) on 3 Jun 2022. Since it was launched, it had serviced approximately 4,000 users with more than 57,000 tickets services to date. About 670 user queries were received, and 1000 articles were returned for the user queries to date.