Transforming Our Professional Services


TOPS Projects

Read about how we’re transforming our professional services through a range of projects

TOPS Projects, Transformers and Service Design

The TOPS Programme includes a number of projects that are focused on resolving specific issues, improving systems and processes, supporting staff to develop their careers and improving value for money and efficiency. The Transformer projects are – in keeping with the long traditions of UCL – truly ambitious. For each Transformer, we take a comprehensive view of a service, starting with a thorough investigation of what the UCL community wants and needs and then look at how people, processes and systems can interact to deliver a great service.

Research and Innovation Support Transformer

The Research and Innovation Support Transformer aims to transform the institutional support for research and innovation activities

Student Experience Transformer

The aim is to transform UCL‘s student experience and ensure staff efficiency and effectiveness in delivering a world-class student experience.

Continuous Improvement

The Continuous Improvement team works with teams across UCL to help simplify and improve processes and services, and free up time for staff to spend on specialist support and strategic priorities.

Change Management

The Change Management team supports teams and projects to plan, implement and successfully embed change at UCL – such as new processes, ways of working, and new technologies and systems.

Technical Staff at UCL

We’ve been working with the UCL’s Technical Managers Group and the wider community to better support our technical staff and improve career development opportunities.

Marketing and Communications end-to-end services review

We’re supporting communications and marketing teams across UCL to ensure that we are aligned in our aims and to strengthen end-to-end services for staff, students and other stakeholders.

UCL Business Partnering Review

We’re supporting leadership and business partners to design and embed a business partnering model across the university that will help us develop and carry out UCL’s strategic plan for 2022-27.

Change Management SharePoint

In collaboration with the UCL change management community, we’ve developed the Change Management SharePoint site to support staff who are experiencing, implementing or sponsoring change at UCL.

Procurement Project

The project aims to ensure that the goods and services we procure continue to meet UCL’s critical requirements, while delivering enhanced value for money.

Staff Recruitment

The Staff Recruitment project aims to improve the experience of staff recruitment for hiring managers, colleagues and candidates.

Finance Transformer

The Finance Transformer Project aims to transform the way in which finance services are delivered across UCL.

Timetabling and Room Booking 

This project aims transform the timetabling experience for students and staff and ensure that all teaching is undertaken in a space that is good quality and fit for purpose.

Completed projects

As the TOPS Programme progresses and projects are delivered, some new functions, processes or systems will move over to be managed by business as usual operations. 

Career Frameworks

We’ve developed a series of frameworks and a new Career Frameworks website to support colleagues in professional services with their career development.

Communities of Practice

We have established Communities of Practice across UCL that help staff to collaborate and improve their practice areas, to share best practice and enhance service delivery.

Digital Service Enablement

The Digital Service Enablement project will enable UCL to develop and deliver its own web and phone applications for colleagues and customers.

Faculty Futures

Through Faculty Futures we’ve supported professional services to be more effective and adaptable in order to respond to changes at UCL and across the higher education sector.

Identity and Access Services (IAS)

We have developed a plan to improve identity management and access for all UCL services and have put together a business case for future consideration.

Professional Services Hub

The Professional Service Hub brings together professional services colleagues from across UCL into one location to provide aligned and customer-focused services.

Service Catalogue

We have worked with the community to develop a tool to help organise and describe the services provided by professional services teams within UCL.

Service Partnership Framework

We have been working with the community to design and test a framework for managing the performance and improvement of our professional services.

Temporary Resourcing: Master Vendor

We have improved the way we hire temporary workers by introducing a Master Vendor service to act as single point of contact for hiring managers at UCL

Unitemps: Temporary worker recruitment

Unitemps is a new UCL owned and run recruitment service. It reduces the administrative burden related to recruiting temporary workers and ensures that UCL’s temporary recruitment process is compliant and efficient.

UCL Ways of Working

We have developed the UCL Ways of Working. A behavioural framework that supports colleagues to be successful and happy at UCL through setting clear expectations about how we work.

UCL Year Planner

We have developed a high level UCL Year Planner to improve visibility of core professional service activities and timelines across the institution.

Contact us

If you have any feedback, suggestions or thoughts about any of the TOPS Programme projects please get in touch.