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Customer support @ UH Briefing for UC&R conference 27 th March 2006 Neil Allen, Assistant Director, Learning & Information Services Slide 2 Presentation outline Overview of LIS Developing the self-service culture Supporting independent learning Future challenges Questions Slide 3 Overview of LIS What is LIS? What do we do? How do we deliver services? Slide 4 StudyNet Learning Resources Centres Email service Computing network infrastructure Central computing systems Software applications Information resources / library collections Careers Service Media facilities and services Copyright & licence agreements Expert advice and skills sessions LIS is responsible for Slide 5 LIS@UH I ntegrated academic support 24/7, on and off campus StudyNet 3 LRCs with attractive, modern study environments Large scale use of computing technology Extensive digital & print collections Self-help, self-service culture Slide 6 140 fte staff 2,900 study places in LRCs 4,200 computer workstations (1500 in LRCs, 1000 in labs, 1700 staff) 500,000 volumes in printed book collections 12,000 serials titles (4000 print, 9000 digital) 130+ software applications 80+ servers Large systems StudyNet, Voyager, Email, etc A few key statistics - assets Slide 7 Extensive complex network infrastructure - 100 patch rooms, 400 network hardware switches & routers,10,000 network access points - 155Mb JANET connection - links to/from 4 Associate Colleges 2,600 residential rooms wired for data Media presentation facilities in over 160 teaching rooms 2 video studios, 2 video conference suites Slide 8 Users entering LRCs2 million visits StudyNet4.5 million logins LRC workstations1.5 million logins Email 36 million messages Printing & copying6.8 million pages Book issues/renewals1.6 million loans Inter-library loans19,000 Personal account sets30,000 (computing, email, printing, lending, StudyNet) Careers interviews1400 A few key statistics usage (per year) Slide 9 Developing the self service culture Why do we promote self- help? Increasing numbers of users, fixed numbers of staff 24/7, e-delivery of learning resources, on and off- campus access to services Slide 10 Development of our customers & embedding Self Help : 3 steps to help 1.Help yourself + Getting Started + Self-help guides + Guided Help + Self-service 2.Visit the Helpdesk / ring the Helpline 3.Ask a specialist + Skills development programme Slide 11 Development of Help Desk Information Officers On-going programmes of LIS, UH and external training Recruitment of colleagues with customer skills Updating by Consultants on subject resources Involvement of Help Desk team in supporting induction & skills training Pro-active sharing of knowledge within teams Slide 12 Supporting independent learning Slide 13 Diverse study environments Slide 14 Partnership with faculties Customer service focus Faculty Information Consultants Strategy champions Representation on committees Programme development Staff development Slide 15 Integrated student desktop Slide 16 StudyNet, launched 2001/02 4000 course modules 25,000 personal portals 4.5 million logins pa Learning & teaching Communication Graduate skills Disability support needs Information resources Stimulus for innovation Slide 17 Further supported by: Wireless networks Self-service book issue & return Embedding information resources in StudyNet Slide 18 Future challenges? From our customers From UH / Higher Education National agenda / global market Slide 19 Student expectations . Academic success Rewarding holistic experience Status & reputation Employment Excellent resources & support Quick & easy access Any time, any place With good social life Value for money More next year Slide 20 Student expectations . High usage levels High satisfaction rates But Increased expectations this is normal, give us more latest technology faster response personalised services Slide 21 Impact: teaching & learning Partnership between LIS & faculties Faculty working with students in LRCs Compatibility of provision with faculties Coursework changes Success of StudyNet Stimulus for innovation Slide 22 Evaluation and accountability Student views, SFQ, UHSU, etc Programme committees, AMERs, etc UH service standards & performance reports External quality assessment eg QAA, Ofsted Professional bodies eg Law Society Comparative national data eg SCONUL & UCISA annual statistical returns Slide 23 The University & its reputation Senior management commitment Substantial return on investment expected Enhanced services Major PR focus Innovation in teaching & learning Quality assurance & assessment Institutional audit report commendations Positive customer satisfaction Slide 24 Challenges Customer expectations Paying customer, VFM, quality experience Customer in internet world, not UH world Personalisation, immediacy, integration, presentation, mobility, security Information literacy for Google generation HE & UH strategy Staff development Slide 25 www.herts.ac.uk/lis