accommodation & commercial services. - sheffield.ac.uk/file/acsandun... · encourage ambition...

Strategy 2017 - 2022

Accommodation & CommercialServices.

IntroductionThis plan will serve as a guide to achieving our Vision of making the Sheffield Experience within our accommodation and service provisions one that can be clearly distinguishable from other institutions. Our approach has utilised qualitative and quantitative feedback collated from our students, staff conferences, customers, surveys, focus and review groups and retains core University aspirations at front of mind. We aim to continue to be innovative and leading within the education sector in order that we are chosen above our competitors, within all operational areas.

The plan will be implemented in phases and there are several initiatives already underway. Although the wider environment is continually adjusting, as a department we are focussed on agility and will continue to move forward, challenge, change and grow in response to our diverse customer needs.

This plan is the roadmap for turning our vision into reality.


VisionWe aim to exceed our students’ and customers’ expectations adding value to the Sheffield Experience.

MissionValuing people through investment in our staff and their wellbeing, placing students andcustomers at the heart of every decision we make.

Building a community by continuing to develop an exceptional experience, throughengagement and support.

Delivering success through improving value, ensuring quality, providing great service anddeveloping partnerships. Reinvesting any surpluses to maintain and improve facilities and services.

Working towards a sustainable future.


Valuing People

Aims Objectives University Strategic Themes Sponsor

To establish high performing teams and support individual growth within the teams.

Through effective leadership, learning and coaching we will embed our values and behaviours.

Our Education & Student ExperienceOur Place: Locally & Globally

David McKown

To increase the diversity of our workforce and typeof employment contracts.

Grow workforce diversity through new employment formats (e.g. internships and

apprenticeship opportunities) that support the business. Providing employment opportunities for

students and local community.


Our Strategic PartnersOur Public Responsibility

Sam Campbell

Implement a Talent Development Programme to encourage ambition and aid succession planning that

meets the needs of the business.

To create a framework that provides staff with a clearplan of relevant routes in which they are able to fulfil

their potential and the business with insight thatenables forward planning and gap analysis.


Our Strategic Partners

David McKownSamantha Campbell

To further develop the sustainable businessmodel to be agile and able to respond to

growth opportunities.

To create a resource planning strategy that willensure consistency across the business and be

flexible to meet future challenges and opportunities.

Our Place: Locally & GloballyOur Strategic Partners

David McKown

To continuously evaluate the performance of ourpeople to ensure consistency and quality of delivery

and customer service, and to benefit from being part of a learning organisation.

To implement a quality review programme acrossthe whole of the department with clear and SMART

objectives and agreed KPIs.



David McKownSamantha Campbell

Evolve the Residence Life programme further todemonstrate innovation and achieve recognition in

our sector that adds value to the Sheffield Experience.

Introduce new opportunities for residents through creation of extra-curricular learning and

development opportunities for students in University accommodation.

Our Education & Student ExperienceOur Public Responsibility

Our Place: Locally and GloballyIan Jones

To support students in developing personal agilityand life strategies.

Create routes through Residence Life to supportstudents to become stronger, fitter and happier

whilst at the University and beyond.



Develop Residence Life to forge liaisons with otherUniversity Departments in order to support the

overall University Strategic Plan.

Integrate student development opportunities inthe Residences with wider University life, making the

most of outstanding academic opportunities.




Building Communities

Deliverables (what) Benefits (how and why) University Strategic Themes Sponsor

Deliver a portfolio of lettings solutions asan alternative to the traditional single room, fixed

length, private provider contracts.

Offering alternative accommodation styles, contract lengths and prices to provide support for studentgroups who find it difficult to source suitable city

accommodation, particularly couples, families, etc.Research the requirements of the groups fully to support the diverse communities and activities of

the University.

Our Education & StudentExperience Our Research and its Impact

Ian Jones

Improve the provision and use of social space acrossall locations and introduce additional facilities.

Ensure sufficient social spaces are provided to meet emerging student needs and create a consistently

excellent student experience across the full residential portfolio with student hubs in

several locations.

Our Education & Student Experience Ian Jones

Supporting and creating a cohesive global university community.

To fulfil a first year guarantee of accommodation for all. To implement activities that enable the

integration of home and international students in diverse communities.

Our Education & Student ExperienceOur Place: Locally and Globally

Ian Jones

Continue to develop a vibrant and supportiveResidence Life culture that reaches beyond Sheffield,

to maintain our position as a UK leader.

Sharing best practice, knowledge and results/impacts across the HE sector through peer group events (UHS, CUBO and ACUHO-I initiatives) and

utilise during student recruitment.

Our Education & Student ExperienceOur Place: Locally and Globally

Ian Jones

To build deeper connections with the wider Sheffieldcommunity and increase student engagement in

local projects.

Through collaboration with the SU and local community organisations and groups, improving

students’ lives through experiences, life skillsand philanthropy.



Progress with Potential Partnership project to support joint working and supporting the delivery

of an outstanding experience.

Formalising the collaboration efforts of the project, to provide structure and a platform for new services

for the benefit of the University community, to be launched. Embedding the culture of working together

will also support staff development.

Our Education & Our Student ExperienceOur Public Responsibility

Our Place: Locally and GloballyCaryn Masters


Delivering Success


Create and implement enhanced information systems and an integrated IT infrastructure that

improves the current business and supports future growth.

Improve IT services and processes to provide effective management information to aid

decision making.

Our Education & Student Experience Our Place: Locally & Globally

Our Strategic PartnersDave Orwin

To be able to accommodate student groups outside of the traditional undergraduate intake and first year

guarantees through securing additional and appropriate beds.

Provide a USP for the University, aiding in recruitment across all sectors, and providing an offer

for a diverse range of students.

Our Education & Student Experience Our Strategic Partners

Our Research and its ImpactIan Jones

To provide a compelling offer across our accommodation and commercial services, ensuring our products and services are aligned to the needs

of our customers and support the University growth plans.

Through regular research, focus groups and reacting to customer feedback, we will be able to recognise our customers and we will use feedback to identify

new market opportunities.

Our Education & StudentExperience

Gavin Brown

Improve our online presence, communicating through new and existing channels to grow

our market share.

Maximise the visibility and access to all of our products and services through improvements in our

e and m-commerce functions, making the path to purchase seamless across our services.

Our Place: Locally and Globally Gavin Brown

To operate in a positive Ethical and Environmental way that enhances our reputation.

Embed a change culture through local championsand senior sponsors, working in collaboration with

agreed goals and measurable improvements.

Our Education and Student experienceOur Place: Locally and Globally

Gavin Brown

Deliver a planned series of high impact fun events across the business for all stakeholders that exceedcustomer expectations, demonstrate our expertise

and enhance our reputation.

Collaborative events with key stakeholders to provideexciting student and staff events that are well

supported and drive interest and awareness of the facilities.

Our Education & Student Experience Our Place: Locally and Globally

Gavin Brown


Sustainable Future


Improve efficiencies throughout the business through a continuous review process.

Involving students & staff in the decision makingprocess to consider cost savings which can be

used to keep delivering a competitive service andquality product.



Ian JonesGavin Brown

Strengthen our influence within Sheffield, working with the City Council, Developers and Landlords to

ensure that all student accommodation andservices are of adequate quality, well managed, in

safe areas suitable for student lifestyles.

To help all students to have an excellent residential experience, wherever they choose to live. Roll out

of the city adopted SNUG standard.

Our Place: Locally and Globally Our Public Responsibility

Ian Jones

To become a zero food waste to landfill operator. Working with suppliers to make further reductions in

packaging and bi product waste.

Ensure all food waste is monitored and recordedwith a channel for allowing consumption or

potential energy sources.

Our Place: Locally & Globally Our Strategic Partners

Our Public ResponsibilityGavin Brown

To grow the commercialincome and deliver a surplus.

To provide funds that can be reinvested intoactivities to improve the student and

customer experience.Our Education & Student Experience Gavin Brown

For accommodation to be operated in a sustainablemodel accounting for all costs, and having a robust

lifecycle plan in place.

Deliver a break-even budget whilst allowing for ongoing improvements in the estate to enhancethe lives of our students and provide desirable

places to live.

Our Education & Student Experience Ian Jones

To improve the quality of life forour students and staff.

To enhance our Employer of Choice status through achieving a higher standard IiP accreditation and

offering an integrated living and learning organisation.

Our Place: Locally & Globally Our education & Student Experience

Ian JonesDavid McKown

Local suppliers supported and used where cost and quality is equal to or better than national suppliers.

Purchasing policy or statement of intent. Promotion of choice to use local to drive

engagement and growth.


Our Public ResponsibilityGavin Brown

Increase awareness to our customers and partners of our ethical and environmental work.

To provide an environment for staff and students to be involved and challenge our consumption of

non-renewables, reducing our carbon footprint.To have clearly defined targets for improvement with

associated KPIs so that we can demonstrate our ongoing commitment and subsequent improvements.


Our Public Responsibility

Gavin BrownIan Jones


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