McGill University is introducing the UniForum platform, a benchmarking program designed to help universities compare their service performance with peer institutions. The platform will enable McGill to track progress and make continuous improvements over time.
The goal is not only to improve service delivery but also to free up resources that can be reinvested into McGill’s core mission of teaching and research.
UniForum will inform the larger Horizon McGill program, which will help McGill streamline its operations while maintaining its commitment to high-quality education and research. The data and feedback gathered will ultimately guide strategic decisions aimed at ensuring McGill remains one of the world’s leading universities.
In this Q&A, Fabrice Labeau, Vice-President (Administration and Finance), discusses the important role UniForum will play in McGill’s strategic planning.
What is UniForum, and what does McGill hope to gain by using it?
UniForum is a benchmarking program created by NousCubane that allows universities to compare their service performance with peer institutions globally, particularly in Canada, the United Kingdom and Australia. By joining, McGill will be able to identify areas where we can improve efficiency.
In our current financial context, streamlining operations is essential. By doing this effectively, we can maintain or even enhance service quality while freeing up resources to reinvest in research and teaching.
What is the timeline for full implementation of the process?
UniForum is an annual process. Starting in late February, McGill employees who have been with the University for at least six months will receive a satisfaction survey to assess their views on McGill services.
Over the spring and summer, we’ll also evaluate resource allocation for each function and service. While this may sound simple, it’s complex. For example, it will involve collecting time spent on different administrative activities by those in all finance-related roles across units, from central Financial Services to individual finance officers within units, including employees, such as administrative assistants, who have tasks related to finance.
This phase will build a clear picture of McGill’s resource usage.
What is the next phase?
By early fall, we’ll receive the first results on satisfaction and resource allocation, allowing us to compare McGill to other universities through UniForum. We’ll assess where we differ from peers and determine whether those differences are justified by McGill’s unique characteristics or operating environment. If not, it signals an opportunity to improve services and satisfaction. If we’re investing more resources in a service than are similar universities, we’ll look for ways to streamline.
These findings will inform the Horizon McGill working groups, which will focus on optimizing processes while boosting satisfaction.
Why is the survey important?
Participation is crucial because the survey provides key insights into how users value our services and whether they meet their needs. Without enough responses, we’ll lack the clarity needed to make informed improvements. The goal of this exercise is to take an honest, hard look at our operations. Candid feedback is essential for McGill’s growth and improvement.
What challenges do you foresee in completing the UniForum exercise, and how will we address them?
McGill, like any large university, is a complex organization, and UniForum offers a valuable lens through which to view this complexity. It allows us to compare ourselves with others and gain insights into services that span multiple units, which is often difficult to see internally.
The main challenge is identifying areas for improvement across the entire institution. Silos can hinder progress, but UniForum will help break down those barriers, providing a clearer, transversal view of how services operate. The next step will be to make the necessary changes to drive improvements.
Who will oversee the management of UniForum?
A small UniForum team at McGill will manage the process and ensure high-quality data collection. Once the data is gathered, we’ll analyze it with both our internal team and NousCubane. The results will then inform the Horizon McGill initiative, which is co-led by the Provost and me.
Will training be required for those working with UniForum?
The rollout has two phases. The first, the survey, is straightforward and requires no specific training. The second, involving consultation and resource analysis across units, will require appropriate training to ensure high-quality data. While the process isn’t complicated, accuracy is key.
When will we start seeing concrete changes at the University?
The changes will unfold within the larger Horizon McGill framework, which has two phases. We’re currently in Phase One, focused on balancing the budget for upcoming financial years.
Phase Two, which aims to improve efficiencies using UniForum data, is also already underway. We expect to see concrete changes by the end of FY2026 or FY2027.
What steps is McGill taking to ensure the transition to UniForum doesn’t disrupt existing workflows or services?
Change is always challenging, and this transition is part of the larger Horizon McGill program, which aims to transform the University, including potentially making structural changes.
To manage this, we’ve set up a working group with change-management training, and the Horizon McGill project office will include change specialists to support smooth collaboration.
The entire community will go through this process together. While initially it may be tough, we aim to foster a culture that’s open to and ready for continuous change.
How will McGill keep the community informed about the rollout and subsequent changes?
UniForum and Horizon McGill will each have dedicated web pages. The Horizon McGill steering committee is also developing a dashboard to track key performance indicators, showing progress on objectives, changes and working-group developments. Our goal is to be as transparent as possible.
How will we measure the long-term efficacy of UniForum in terms of efficiency, service quality and user satisfaction?
UniForum is an iterative process. After conducting the initial survey and resource evaluation, we’ll repeat the process in one to two years using the same metrics. This will allow us to track progress over time, providing both a snapshot of our current state and insights into our trajectory.
How do you envision McGill in the coming years?
Despite current challenges, we should remain optimistic. The Horizon McGill program, supported by UniForum, will help us streamline operations and improve services. While the University may reduce its financial footprint, we will continue to be one of the top universities globally. By creating efficiencies and reinvesting in teaching and research, we will emerge even stronger.
Do you have a message for students?
I understand that students might worry about reduced spending negatively affecting the quality of education. However, our goal is the opposite. By streamlining operations, we aim to improve services across the McGill community, including for students. Generating efficiencies will free up resources to reinvest in teaching and research, ultimately enhancing the learning environment.
Learn more about Horizon McGill.
Read the Q&A with Provost Christopher Manfredi, in which he discusses McGill’s budgetary challenges and Horizon McGill.