1. 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

2. 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

3. 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

4. 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

5. Background, cont. Higher Education Technical Support
is traditionally provided through phone and 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

6. 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.

7. 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

8. 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

9. 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

10. Transition Process, cont.
Shadow: IU Walk a 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

11. Transition Process, cont.
Examine Possibilities & Define Parameters
Staffing
Access to Systems
Licensing
Phone Integration Points
Lists and Routing
Logistics:
Parking, Building Access

12. 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 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

13. Transition Process, cont. Define New, Transitioned Support
Parameters
Change
New (IU-based)
Hours
Increase
24/7/361
Access Points
Same
, 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

14. Metrics to Date
A New Model for Extending Technical Support Across Higher Education Institutions
March 19, 2013

15. Metrics to Date
A New Model for Extending Technical Support Across Higher Education Institutions
March 19, 2013

16. 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

17. Where Next? Lessons learned (cont.) Volume Staffing Project management
Escalation
A New Model for Extending Technical Support Across Higher Education Institutions
March 19, 2013

18. 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

19. Questions?
Momi Ford Kristen Moreland