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7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 1/19
Momi Ford, Support Center Manager
Indiana University
Kristen Moreland, Director of Process Improvement
Ivy Tech Community College
A New Model for ExtendingTechnical Support Across Higher
Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 2/19
Agenda• Background
• IU and Ivy Tech Partnership
• Plan for Transition
• Transition Process
• Metrics to Date
• Where Next?• Questions?
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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BackgroundIndiana University
• Established and robust Support
Center • Partnerships with regional campuses
• Physical locations
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Background, cont.Ivy Tech
• Demonstrated need
• Current state
• History of partnership with IU
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Higher Education Technical Support
• is traditionally provided through phone and email
requests; sometimes, chat & walk-in.
• has predictable peak seasons each year.
• has predictable peak periods during semesters.
• has predictable peak days each week.
• has predictable peak hours each day.
Background, cont.
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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IU and Ivy Tech Partnership
Careful planning totransition Ivy Tech’s
support to IU.
Flexible execution tocollaborate acrossdifferent cultures.
Focused attention to
key service and sub-service
metrics/indicators.
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Plan for Transition
• Define Goals
• Establish Baseline• Gather Data
• Track Metrics
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Plan for Transition, cont.
At Ivy Tech:
• Hours
• Access Points• Staffing
• Tone and Nature
of Responses
• Call/Case notes
• Security
• Backup
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Transition ProcessProject Management
• Needed a Project Manager at Ivy Tech
• Defined processes for Ivy
• Involvement of all Ivy and IU teams (phones,
network, etc.)
• First step – Shadowing
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Transition Process, cont.
Shadow: IU Walk a mile…. @ Ivy Tech
• How to Observe?
• Tension on the floor
• Cultural communication style differences
• Customer Needs
• Staff observations?
• Potential recruitment
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Transition Process, cont.
Examine Possibilities & DefineParameters
• Staffing• Access to Systems
• Licensing
• Phone Integration Points
• Email Lists and Routing• Logistics:
Parking, Building Access
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Transition Process, cont.Begin the transition
• July – phones on nights and weekends
• Co-staffing at IUPUI• IU staff focused only on Ivy Tech calls
• October - phones and email 24/7
• Expand support to Bloomington staff • Create Universal Agents
• Cultural changes for SC staff
March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 13/19
Transition Process, cont.Define New, Transitioned Support
Parameters Change New (IU-based)
Hours Increase 24/7/361
Access Points Same Email, Phone
Types of Contacts Different Not Bb, Not Desktop
Tone and Type of Response Troubleshoot Technical Expertise
Triage Increase Capture more data
Call/Case Notes Increase New Tool, more information to
escalate
Contact resolution Increase Solve
Escalation Paths Define & Refine Define, measure, track
Staffing Levels Metric driven Eventually, universal agent
Security Externally focused Mutual risk aversion
Redundancy Available IUB & IUPUI Support Centers
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Metrics to Date
March 19, 2013
A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 15/19
Metrics to Date
March 19, 2013
A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 16/19
Where Next?Lessons Learned
• More planning up front
• Get on the floor early• Collect any quantitative data
• Collect qualitative data
• Be aware of cultural differences
March 19, 2013
A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
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Where Next?Lessons learned (cont.)
• Volume
• Staffing• Project management
• Escalation
March 19, 2013
A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 18/19
Where Next?
Transforming & Adapting Together!
• IT Notifications Tools
• Shared Services: Chat?
• Collaborative Document Creation
• Co-Licensing of Software
• Reduce Total Call Volume through Metrics
• Future Partnership
March 19, 2013
A New Model for Extending Technical Support Across Higher Education Institutions
7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)
http://slidepdf.com/reader/full/a-new-model-for-extending-technical-support-across-higher-education-institutions 19/19
Questions?
Momi Ford moford@iu.edu Kristen Moreland kmoreland2@ivytech.edu
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