A New Model for Extending Technical Support Across Higher Education Institutions Momi Ford, Support Center Manager Indiana University Kristen Moreland, Director of Process Improvement Ivy Tech Community College
Agenda Background IU and Ivy Tech Partnership Plan for Transition Transition Process Metrics to Date Where Next? Questions? A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Background Indiana University Established and robust Support Center Partnerships with regional campuses Physical locations A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Background, cont. Ivy Tech Demonstrated need Current state History of partnership with IU A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Background, cont. 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. A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
IU and Ivy Tech Partnership Careful planning to transition Ivy Tech’s support to IU. Flexible execution to collaborate across different cultures. Focused attention to key service and sub-service metrics/indicators.
Plan for Transition Define Goals Establish Baseline Gather Data Track Metrics A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Plan for Transition, cont. At Ivy Tech: Hours Access Points Staffing Tone and Nature of Responses Call/Case notes Security Backup A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Transition Process Project 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 A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
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 A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Transition Process, cont. Examine Possibilities & Define Parameters Staffing Access to Systems Licensing Phone Integration Points Email Lists and Routing Logistics: Parking, Building Access
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 A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
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 Capture more data Call/Case Notes New Tool, more information to escalate Contact resolution 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
Metrics to Date A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Metrics to Date A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
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 A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Where Next? Lessons learned (cont.) Volume Staffing Project management Escalation A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
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 A New Model for Extending Technical Support Across Higher Education Institutions March 19, 2013
Questions? Momi Ford moford@iu.edu Kristen Moreland kmoreland2@ivytech.edu