1. InfoServices: A Multi-Channel, Multi-Tier Model For Information Service Delivery Rowan Salt, InfoServices Team Leader Information Services

2. 2 Griffith University / Information Services Griffith –Australia > Queensland > Brisbane-Gold Coast –Community of 30,000+ –Multi-campus (6) environment Information Services –Library, IT and Flexible Learning –Integrated service delivery (since 1995)

3. Information Services 3 InfoServices History - Realignment Service Delivery Model –Tier Zero (Web-based self-help) –Tier One (Face-to-Face, Contact Centre, Digital) –Tiers Two & Three (Specialist) Escalation Operational Considerations Outcomes Future

4. Information Services 4 History InfoServices was established following a Divisional realignment during 1999-2001 Product/Service structure Integration of existing service groups Vision, Goals and Assumptions Launch

5. Information Services 5 InfoServices Service Delivery Model Channels Tiers Escalation –Hierarchical –Functional Tools

6. Information Services 6 The Model

7. Information Services 7 Customer Escalation Path Customers InfoServices Help Desk (Self Help) Tier 0 InfoServices Contact Centre, Desks and Digital Tier 1 Specialist Support Tier 2 100% 20%

8. Information Services 8

9. 9 Operational Considerations Staffing –Training & Development –Change Management –Cross-skilling Nightline

10. Information Services 10 Outcomes 750% increase in e-mail enquiries 2001-2004 11% increase in ‘reference’ transactions 2003- 2004 1 st Tier resolution rate 2004 65-90% (channels vary)

11. Information Services 11 Future ITIL (IT Infrastructure Library) Additional Products & Services Continued Cross-skilling Service Desk Tool Knowledge base Integration, integration, integration

12. Information Services 12 Thank you Rowan Salt E-mail: r.salt@griffith.edu.au Www: http://www.griffith.edu.au/ins/