Service Excellence Transformation (SET)

Latest update

The Service Excellence Transformation (SET) Program Office has recently launched web pages for each of the functional workstreams. Please see the workstream page for more information and the latest updates.

SET Workstreams

What is SET?

The Service Excellence Transformation (SET) program was formed in Spring 2020 as part of the U of A For Tomorrow initiative. It has three objectives:

  1. Create administrative structures that focus the maximum amount of the university’s resources and energies on its core mission of excellence in teaching, research, and community engagement;
  2. Restructure so we can achieve financial sustainability; and
  3. Reimagine how we do our work so we can continue to provide high-quality services with fewer staff members. 

To meet financial targets, the university will need to drastically reduce its administrative workforce. With the magnitude of the reductions required, an unsustainable workload for remaining staff will result unless the university reorganizes functions and improves process efficiency to continue to provide the necessary services. SET is designed to meet cost savings targets necessary to operate within a reduced operating budget.

Administrative restructuring supports the U of A for Tomorrow vision by:

  • Enabling academic staff to focus on the frontline delivery of our mission, rather than unit-level administration;
  • Resetting our administrative structures to be more consistent and student-focused;
  • Simplifying workflows, automating processes, reducing bureaucracy, and finding efficiencies;
  • Creating a more strategic, nimble, collaborative, and accountable leadership forum allowing us to respond to strategic opportunities; and
  • Supporting institutional objectives for equity, diversity, and inclusivity.

As part of SET, three key initiatives are being reviewed for cost efficiencies:

Ask SET Anything (ASA)

On March 12, the SET Program Office held an Ask SET Anything: Shared Services Edition.

You can watch recaps of other Ask SET Anything events on the UAT Consultation page for a full listing of our events.


The Service Excellence Steering Committee (SESC) and Project Team includes representatives from leadership, as well as human resources and organization design specialists.

See SET members »