From Compliance to Co-Design: Transforming Accommodation Services at a Canadian College Through a People-Centred Service Design and Change Management Approach
Bibliographic record
Abstract
This study explores the transformation of academic accommodation services at a Canadian post-secondary institution through the integration of service design, systems thinking, and critical disability theory in the people-centred systems change (PCSC) framework. Using a mixed-methods approach combining interviews, operational data, and co-design sprints the research examined how outdated, compliance-driven models can evolve into values-based, learner-centred systems. Key interventions included a tiered intake process, self-directed renewal options, and faculty development modules, resulting in reduced wait times, increased user satisfaction, and improved operational efficiency. Findings highlight how student experience can serve as a leverage point for systemic change and demonstrate that meaningful redesign is possible even within complex institutional environments. This case contributes to growing scholarship on equity-informed service innovation in higher education.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.021 | 0.020 |
| Meta-epidemiology (narrow) | 0.001 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.001 |
| Bibliometrics | 0.003 | 0.002 |
| Science and technology studies | 0.019 | 0.020 |
| Scholarly communication | 0.012 | 0.004 |
| Open science | 0.004 | 0.011 |
| Research integrity | 0.002 | 0.004 |
| Insufficient payload (model declined to judge) | 0.002 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".