1/17/07 1scc-ssm supporting academic needs: a strategic customer care sustainable support model...
TRANSCRIPT
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Supporting Academic Needs:Supporting Academic Needs:
A Strategic A Strategic Customer Care Customer Care
Sustainable Support Sustainable Support Model Model
Educause Mid-Atlantic Regional Educause Mid-Atlantic Regional Conference 2007Conference 2007
Paul HalpinePaul HalpineMontgomery College, MDMontgomery College, MD
[email protected]@montgomerycollege.edu
Copyright Paul Halpine 2007. Copyright Paul Halpine 2007.
This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires
written permission from the author.written permission from the author.C:\C I T M\Educause\Regional Conference Presentation SCCM\SCCM Presentation Final.ppt C:\C I T M\Educause\Regional Conference Presentation SCCM\SCCM Presentation Final.ppt
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AgendaAgenda
IntroductionIntroduction ChallengeChallenge DevelopmentDevelopment The ApproachThe Approach ImplementationImplementation OutcomesOutcomes DiscussionDiscussion
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The ChallengeThe Challenge Demand increasing within curriculaDemand increasing within curricula Demand spreading across curriculaDemand spreading across curricula
Increasing demand for general IT Increasing demand for general IT supportsupport
Increasing demand for specialized IT Increasing demand for specialized IT supportsupport
Limited resourcesLimited resources Limited specialized knowledgeLimited specialized knowledge
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The ChallengeThe Challenge
Broadening ScopeBroadening Scope Broadening DiversityBroadening Diversity Greater Technical ComplexityGreater Technical Complexity More Specialized Needs More Specialized Needs More Specialized Operational IssuesMore Specialized Operational Issues More Specialized Knowledge RequiredMore Specialized Knowledge Required More Specialized Approaches NeededMore Specialized Approaches Needed
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Montgomery County, MarylandMontgomery County, Maryland
55,000 Students / Year55,000 Students / Year 100 Areas of Study 100 Areas of Study Three Main CampusesThree Main Campuses Workforce Development & Workforce Development &
Continuing EducationContinuing Education Various Satellite LocationsVarious Satellite Locations
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Rockville CampusRockville Campus 2/3 of College Credit Enrollment2/3 of College Credit Enrollment
Plus Students from Distance Learning, Workforce Plus Students from Distance Learning, Workforce Development & Continuing Education and Other Development & Continuing Education and Other CampusesCampuses
2,000 Academic Workstations2,000 Academic Workstations 216 Instructional Tech Sites On & Off 216 Instructional Tech Sites On & Off
CampusCampus 110 Multimedia Lecture (standard & specialized)110 Multimedia Lecture (standard & specialized) 16 General Purpose Computer Labs / Classrooms16 General Purpose Computer Labs / Classrooms 90 Specialized Digital Labs / Classrooms90 Specialized Digital Labs / Classrooms
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Prior to 2002Prior to 2002 Initially Departmentally Purchased, Initially Departmentally Purchased,
Operated and SupportedOperated and Supported Few Controls, No Standards, Little Few Controls, No Standards, Little
ConsistencyConsistency Poor Reliability and QualityPoor Reliability and Quality
Later Technical Support from the Later Technical Support from the Office of IT for Some SitesOffice of IT for Some Sites Projects Group and Work-order SupportProjects Group and Work-order Support Improved Control, Standards Rolled OutImproved Control, Standards Rolled Out
Explosive Growth in Instructional Explosive Growth in Instructional TechnologyTechnology
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20022002OIT’s Instructional Technology Unit OIT’s Instructional Technology Unit
FormedFormed Technical Support for all Instructional IT and Technical Support for all Instructional IT and
Multimedia Multimedia At Rockville: General Purpose Lab/Classroom At Rockville: General Purpose Lab/Classroom
Tech & Ops Teams combined with Media Tech & Ops Teams combined with Media Resources TeamResources Team
Initial AnalysisInitial Analysis Surveyed Sites: What was there. Who were Surveyed Sites: What was there. Who were
the contacts, How was the site used, What the contacts, How was the site used, What issues exitedissues exited
Examined Processes, Practices, Procedures Examined Processes, Practices, Procedures and Approachesand Approaches
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ChallengesChallenges Scope, Complexity & Diversity Scope, Complexity & Diversity On-going Rapid Expansion and On-going Rapid Expansion and
ChangeChange Resources & Required Resources & Required
Competencies Competencies Instructional & IT Issues, Roles, Instructional & IT Issues, Roles,
Responsibilities & Relations Responsibilities & Relations Standards, Compliance, Quality Standards, Compliance, Quality
and Reliabilityand Reliability
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ChallengesChallenges
Existing Support Model Existing Support Model Was Not Meeting The Was Not Meeting The Challenges.Challenges.
A New Model Was Needed.A New Model Was Needed.
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Development: GoalsDevelopment: Goals Balance general and specialized support needsBalance general and specialized support needs Match expertise & specialization to Match expertise & specialization to
requirementsrequirements Rapid adaptation to expanding / changing Rapid adaptation to expanding / changing
needsneeds Improve academic / IT communication, Improve academic / IT communication,
coordination and relations coordination and relations Clearly define IT & client roles & Clearly define IT & client roles &
responsibilitiesresponsibilities Improve planning, implementation & supportImprove planning, implementation & support Improve quality, reliability, & responsivenessImprove quality, reliability, & responsiveness Best use of resources (technological & human)Best use of resources (technological & human) Reduce per unit workloadReduce per unit workload
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Development: Pilot & Development: Pilot & RolloutRollout
Initial PlanInitial Plan PilotPilot Lessons Learned Lessons Learned Revised Site Revised Site
Implementation ProcessImplementation Process Campus-wide RolloutCampus-wide Rollout Outcomes AssessmentOutcomes Assessment
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Strategic Customer Care Strategic Customer Care Customer Care Customer Care RepresentativesRepresentatives
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Strategic Customer Care Strategic Customer Care Customer Care Customer Care RepresentativesRepresentatives
ResponsibilitiesResponsibilitiesCCRs / Sites CCRs / Sites AssigmentsAssigments
Level of InvolvementLevel of InvolvementPeriodic Re-Periodic Re-assignmentassignment
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Strategic Customer Care Strategic Customer Care Site Implementation Site Implementation
ProcessProcess Client & site surveyClient & site survey Reviews informationReviews information Assigns CCR’sAssigns CCR’s Initial sustainable support Initial sustainable support
proposalproposal Introduce clients and CCR’sIntroduce clients and CCR’s CCR & client develop final planCCR & client develop final plan Plan implementationPlan implementation
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Strategic Customer Care Strategic Customer Care Site Implementation Site Implementation
ProcessProcess Specialized Service Level Specialized Service Level
AgreementsAgreements Only when necessaryOnly when necessary Mutually agreed upon by IT and Mutually agreed upon by IT and
clientclient Delineate client vs. IT Delineate client vs. IT
responsibilities & limitationsresponsibilities & limitations Set support standardsSet support standards Address special considerationsAddress special considerations
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Strategic Customer Care Strategic Customer Care Site ImplementationSite Implementation
Issues:Issues: Maintain current supportMaintain current support Related processesRelated processes Increased communicationsIncreased communications Increased demandsIncreased demands Increased software / Increased software /
hardware fundshardware funds Large number of projectsLarge number of projects
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Strategic Customer Care Strategic Customer Care Issues and Outcomes Issues and Outcomes
Scope IncreaseScope IncreaseNumber of WorkstationsNumber of Workstations
FY05: 18% FY06: 24% Total: FY05: 18% FY06: 24% Total: 46%46%
0
200
400
600
800
1,000
1,200
1,400
1,600
1,800
2,000
FY 04 FY 05 FY 06
InTech RV Workstations
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Strategic Customer Care Strategic Customer Care Issues and Outcomes Issues and Outcomes Complexity / Diversity Complexity / Diversity
IncreaseIncreaseNumber of SitesNumber of Sites
FY05: 29% FY06: 34% Total: FY05: 29% FY06: 34% Total: 73%73%
0
50
100
150
200
250
FY 04 FY 05 FY 06
InTech RV Sites
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Strategic Customer Care Strategic Customer Care Issues and OutcomesIssues and Outcomes
Initial Resistance Initial Resistance Prioritization of Roll-outPrioritization of Roll-out
Build CompetencesBuild Competences Build ConfidenceBuild Confidence Counter ResistanceCounter Resistance
Publicize SuccessesPublicize Successes Faculty as PromotersFaculty as Promoters
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Improved Academic / IT Improved Academic / IT
Relations / Communication Relations / Communication Cooperation / CoordinationCooperation / Coordination
Clear Roles and ResponsibilitiesClear Roles and Responsibilities Clear ProcessesClear Processes Consistent Policies and Consistent Policies and
ProceduresProcedures Effectively Managed Effectively Managed
ExpectationsExpectations
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Compliance with Standards Compliance with Standards and Licenses and Licenses
Improved Academic IT Improved Academic IT PlanningPlanning
Efficiently Handled Queries Efficiently Handled Queries and Proposalsand Proposals
Faculty and Academic Faculty and Academic Administration’s Support Administration’s Support and Opinionsand Opinions
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Improved Depth and Improved Depth and Breadth of KnowledgeBreadth of Knowledge
Increased Skill LevelsIncreased Skill Levels Improved Quality, Improved Quality,
Reliability & Sustainability Reliability & Sustainability of Supportof Support
Controllable Failures Controllable Failures Dramatically ReducedDramatically Reduced
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Reduced Total Work-ordersReduced Total Work-orders
FY05: -40% FY06: -29% Total: FY05: -40% FY06: -29% Total: -57%-57%
0
500
1,000
1,500
2,000
2,500
3,000
FY 04 FY 05 FY 06
InTech-RV Total Workorders
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Reduced Software Work-ordersReduced Software Work-orders
FY05: -74% FY06: -37% FY05: -74% FY06: -37% Total: -83%Total: -83%
0
200
400
600
800
1,000
1,200
1,400
FY 04 FY 05 FY 06
InTech-RV Software Workorders
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Quick, Permanent Quick, Permanent ResolutionsResolutions
Call-backs Near ZeroCall-backs Near Zero Problem Prevention vs. Problem Prevention vs.
ResolutionResolution Pro-active Planned WorkPro-active Planned Work Rapid AdaptationRapid Adaptation
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Strategic Customer Care Strategic Customer Care OutcomesOutcomes
Ownership, Pride, Closeness Ownership, Pride, Closeness to the Clientsto the Clients
Morale and PerformanceMorale and Performance TeamworkTeamwork Rollout of New InitiativesRollout of New Initiatives Mutual Culture of Mutual Culture of
Cooperation & Constant Cooperation & Constant ImprovementImprovement
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Strategic Customer Care Strategic Customer Care GoalsGoals
Balance general and specialized support needsBalance general and specialized support needs Match expertise & specialization to Match expertise & specialization to
requirementsrequirements Rapid adaptation to expanding / changing Rapid adaptation to expanding / changing
needsneeds Improve academic / IT communication, Improve academic / IT communication,
coordination and relations coordination and relations Clearly define IT & client roles & Clearly define IT & client roles &
responsibilitiesresponsibilities Improve planning, implementation & supportImprove planning, implementation & support Improve quality, reliability, & responsivenessImprove quality, reliability, & responsiveness Best use of resources (technological & human)Best use of resources (technological & human) Reduce per unit workloadReduce per unit workload
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Supporting Academic Needs:Supporting Academic Needs:
A Strategic A Strategic Customer Care Customer Care
Sustainable Support Sustainable Support Model Model
Educause Mid-Atlantic Regional Educause Mid-Atlantic Regional Conference 2007Conference 2007
Paul HalpinePaul HalpineMontgomery College, MDMontgomery College, MD
[email protected]@montgomerycollege.edu