Service Transformation Program at Santo Tomás

In 2023, the institution took a major step forward with the implementation of the Student Comprehensive Experience System (SEIS). One of its key initiatives, Service Transformation, materialized with the Service Transformation Program and Change Management. This program was piloted and implemented by Unit; mobilized interdisciplinary teams to collaboratively redesign the services offered, with an innovative and human-centered approach.

Challenge

Santo Tomás, an educational institution with campuses from Arica to Punta Arenas, is committed to delivering a transformative educational experience that has a positive impact on its students' lives. However, the rapid changes in the educational and social landscape required a service management model that not only addressed current needs but was also flexible and adaptable to future challenges.

The central challenge of the program was to redesign essential services—such as libraries, computer labs, psychological and academic support—to ensure a holistic, relevant, and high-quality student experience.

Methodology

The implementation of the program was based on a participatory and innovation-centered approach, structured around three action lines of the Student Comprehensive Experience System (SEIS):

1. Research and Analysis

• Data collection through surveys, interviews, and workshops, involving more than 700 students, alumni, and staff.
• Identification of student profiles and the most significant journeys in their experience at Santo Tomás.

2. Coordination and Monitoring:

• Socialization of the model with over 160 staff members and leaders to align objectives and define priority services.

3. Service Transformation:

• Collaborative service redesign using innovation tools.
• 11 general sessions and 11 team-specific mentoring sessions to develop concrete proposals.

Impact

Active Participation:

• 5 teams made up of 35 staff members participated in the program's first phase.
• Interdisciplinary collaboration involving service managers, leaders, faculty, and students.

Training and Innovation:

• Use of innovative methodologies to redesign key services collaboratively and with a student-centered approach.
• Identification of areas for improvement and establishment of new service management practices.

Sustainable Impact

• The pilot laid the foundation for future program cycles, strengthening the culture of innovation and collaboration within Santo Tomás.

Impact and Outlook

The Service Transformation and Change Management Program not only allowed the redesign of key services but also consolidated a flexible and future-oriented management model. The experience gained and the lessons learned during this first phase will serve as a guide for replicating and scaling the approach across all campuses nationwide.

For Santo Tomás, transforming student services is a core component of its educational mission: to offer experiences that go beyond the classroom and positively and permanently impact every aspect of student life.