Balikpapan – Information that is difficult to find and unclear procedures can leave users confused when accessing campus services. Helping users navigate these processes is therefore an essential part of service delivery, alongside the use of technology to simplify administrative tasks.

This focus on user experience was explored during the Service Excellence Training for Professional Staff in the Digital Era, organized by the Faculty of Engineering and Industrial Technology (FRTI) in collaboration with the Human Resources Office of Institut Teknologi Kalimantan (ITK) on Monday (October 19, 2026), in Room D104, Building D, ITK.

Featuring Lucki Lukmanulhakim as the speaker, the training addressed the shift in service strategy from customer service to customer experience. Participants examined the connection between the assistance provided by staff and users’ overall experience throughout the service process.

In higher education, this experience begins when students, lecturers, or members of the public seek information. Clear requirements, accessible staff, predictable procedures, and the resolution of users’ needs form an interconnected service journey.

Friendly staff play an important role in shaping that experience. Reliable systems and clear workflows further help users complete procedures without confusion or repeatedly having to seek clarification.

The training covered technology, processes, people, and skills as interconnected elements of digital transformation. Technology provides the tools, infrastructure, and systems. Processes establish working methods and workflows, while people drive implementation through their readiness, competencies, and service culture.

Technical skills must be supported by effective communication. Staff are expected to explain procedures in accessible language, identify difficulties, and provide guidance suited to users’ needs.

The training also highlighted differences in digital literacy. Some users are unfamiliar with technology-based services and require additional assistance. System disruptions, cyber threats, data breaches, and privacy risks were also discussed as challenges in service management.

For participants, the training reinforced the understanding that effective service requires both procedural accuracy and a willingness to help. Empathy encourages staff to listen to users’ concerns and ensure that the information provided is clearly understood.

These insights can inform everyday service evaluation, including identifying information that needs clarification, stages that require coordination, and unmet needs for assistance.

Through this training, ITK encourages professional staff to combine technical competence with care for users. Strengthening both is expected to support more responsive university governance and deliver campus services that are accessible, clear, and people-centered.