Automation and self-service that empowers the resident
Tracks
Track 3
| Tuesday, May 5, 2026 |
| 1:45 PM - 2:45 PM |
| E3 |
Overview
Management, Operations & Finance - Lachlan Jones
Speaker
Mr Lachlan Jones
Residential Admissions Coordinator
University of Southern Queensland
Automation and self-service that empowers the resident
1:45 PM - 2:45 PMAbstract Overview
This presentation outlines UniSQ Residential Colleges’ APSAA award‑winning initiative, Automation and Self‑Service That Empowers the Resident, which modernises customer service delivery through resident communication via Microsoft Teams, enhanced maintenance processes, and expanded Res Portal functionality.
The project was developed in response to shifting student expectations, changing digital behaviours, and the need for secure, inclusive, and efficient communication pathways. Microsoft Teams replaced declining and less secure Facebook chats, leveraging students’ existing university Microsoft accounts and enabling automated chat membership
management through an integration with StarRez. This integration ensures timely access, accurate group allocation, and improved information flow across college-wide channels and block/kitchen chats. Early outcomes show strong engagement, with 90% of residents accessing Microsoft Teams in early 2025, with some colleges reaching full participation.
Orientation Week communication also saw healthy activity, contributing to 30-40% higher event attendance than previous years.
Alongside these communications improvements, UniSQ’s Residential Colleges introduced an automated maintenance workflow. Integration with the Facilities Management system now provides timely email updates, transparency of communal maintenance requests, and photo-supported cleaning feedback. Fully centralised 24/7 access to forms through the
online Res Portal has eliminated all paper forms and use of StarRez workflows feature has created true digital processes. These enhancements produced significant increases in logged maintenance, faster issue visibility, and improved resident trust in service responsiveness.
The initiative also supports UniSQ’s broader student experience framework through structured feedback channels - including biannual surveys, the Student Advisory Committee, and Resident Student Club - ensuring continuous improvement and elevating the student voice. Planned future developments include deeper Teams integration, enhanced event
management tools, and personalised tips embedded in the Res Portal.
Overall, this project demonstrates a proactive and data-driven commitment to elevating customer service in student accommodation, delivering measurable improvements in operational efficiencies, improved resident engagement, greater transparency, and enhanced digital accessibility.
The project was developed in response to shifting student expectations, changing digital behaviours, and the need for secure, inclusive, and efficient communication pathways. Microsoft Teams replaced declining and less secure Facebook chats, leveraging students’ existing university Microsoft accounts and enabling automated chat membership
management through an integration with StarRez. This integration ensures timely access, accurate group allocation, and improved information flow across college-wide channels and block/kitchen chats. Early outcomes show strong engagement, with 90% of residents accessing Microsoft Teams in early 2025, with some colleges reaching full participation.
Orientation Week communication also saw healthy activity, contributing to 30-40% higher event attendance than previous years.
Alongside these communications improvements, UniSQ’s Residential Colleges introduced an automated maintenance workflow. Integration with the Facilities Management system now provides timely email updates, transparency of communal maintenance requests, and photo-supported cleaning feedback. Fully centralised 24/7 access to forms through the
online Res Portal has eliminated all paper forms and use of StarRez workflows feature has created true digital processes. These enhancements produced significant increases in logged maintenance, faster issue visibility, and improved resident trust in service responsiveness.
The initiative also supports UniSQ’s broader student experience framework through structured feedback channels - including biannual surveys, the Student Advisory Committee, and Resident Student Club - ensuring continuous improvement and elevating the student voice. Planned future developments include deeper Teams integration, enhanced event
management tools, and personalised tips embedded in the Res Portal.
Overall, this project demonstrates a proactive and data-driven commitment to elevating customer service in student accommodation, delivering measurable improvements in operational efficiencies, improved resident engagement, greater transparency, and enhanced digital accessibility.
Biography
A past resident of UniSQ Residential Colleges, Lachlan has progressed from student leadership to professional staff roles including systems, administration and admissions. Currently the Residential Admissions Coordinator, Lachlan ensures continuous improvement is not an occasional task but an embedded practice that benefits both staff and residents. Through regular enhancements, Lachlan simplifies workflows and reduces administrative burden, freeing the Student Accommodation team to focus on resident education, wellbeing and engagement - delivering a richer, more personalised student experience.
