Day 1: Structuring Administrative Support Services

Managing Administrative Support Services

• Requests entering through one channel
• Agreed priorities for support delivery
• Clear ownership for request execution
• Clearly defined services and scope

Administrative Work Governance

• Authority matrix for administrative approvals
• Clear separation of responsibilities
• Controls for highly sensitive requests
• Escalation path for exceptional issues

Coordinating Support Services

• Structured escalation for stalled requests
• Roles of units in requests
• Handoffs between different support services
• Communication channels prevent service delays

Day 2: Organizing Workflow and Procedures

Organizing Office Workflow

• Logical task sequence by priority
• Handover points between staff members
• Bottlenecks delaying completion of work
• Simplified route for recurring requests

Designing Administrative Procedures

• Inputs required at each stage
• Clear ownership for each procedure
• Controls preventing delays and duplication
• Steps from request to completion

Administrative Coordination Across Teams

• Agreed dates for required handoffs
• Follow-up reduces loss of details
• Clear expectations for every party
• Early information sharing across parties

Day 3: Managing Requests and Workloads

Prioritizing Administrative Tasks

• Priority list updated as needed
• Tasks linked to urgent decisions
• Time commitments to other stakeholders
• Dependencies between related administrative tasks

Balancing Administrative Workloads

• Workload assigned to each member
• Team capacity versus incoming demand
• Task redistribution during workload peaks
• Indicators showing persistent imbalance problems

Managing Service Issues

• Impact on users and operations
• Temporary workaround maintaining service continuity
• Issue closure after root correction
• Problem described accurately before action

Day 4: Measuring Performance and Improving Service

Administrative Service Quality

• Actual time required to deliver
• Opportunities to improve user experience
• User expectations from administrative service
• Level of accuracy in execution

Administrative Performance Indicators

• Performance trend across reporting periods
• Indicators reflecting quality of execution
• Completion speed against time target
• Overdue requests still under processing

Executive Decision Brief and Analysis

• Concise information relevant to decision
• Clear alternatives presented to decision-maker
• Expected consequences for each alternative
• Recommendation supported by clear rationale

Day 5: Digitizing Support and Improving Efficiency

Digital Tools for Office Work

• Digital templates reducing repetitive work
• Alerts supporting follow-up of deadlines
• Integration reducing duplicate data movement
• Tool matched to task type

Automating Administrative Tasks

• Exceptions still requiring human intervention
• Measuring time saved through automation
• Recurring administrative tasks suitable for automation
• Operating controls before automation activation

Continuous Administrative Improvement

• Periodic review of new practice
• Waste sources within administrative process
• Actionable improvement ideas from team
• Indicator showing result of improvement

• Administrative quality and efficiency indicator analysis
• Service issue handling and escalation exercise
• Improvement project linking root cause action and measure
• Workshop defining support services and service-level expectations