a new model for extending technical support across higher education institutions (166275825)

7/29/2019 A New Model for Extending Technical Support across Higher Education Institutions (166275825)

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Momi Ford, Support Center Manager

Indiana University

Kristen Moreland, Director of Process Improvement

Ivy Tech Community College

A New Model for ExtendingTechnical Support Across Higher

Education Institutions



Agenda• Background

• IU and Ivy Tech Partnership

• Plan for Transition

• Transition Process

• Metrics to Date

• Where Next?• Questions?

March 19, 2013 A New Model for Extending Technical Support Across Higher Education Institutions



BackgroundIndiana University

• Established and robust Support

Center • Partnerships with regional campuses

• Physical locations




Background, cont.Ivy Tech

• Demonstrated need

• Current state

• History of partnership with IU




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.

Background, cont.




IU and Ivy Tech Partnership

Careful planning totransition Ivy Tech’s

support to IU.

Flexible execution tocollaborate acrossdifferent cultures.

Focused attention to

key service and sub-service

metrics/indicators.



Plan for Transition

• Define Goals

• Establish Baseline• Gather Data

• Track Metrics




Plan for Transition, cont.

At Ivy Tech:

• Hours

• Access Points• Staffing

• Tone and Nature

of Responses

• Call/Case notes

• Security

• Backup




Transition ProcessProject 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




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




Transition Process, cont.

Examine Possibilities & DefineParameters

• 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




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 Increase Capture more data

Call/Case Notes Increase New Tool, more information to

escalate

Contact resolution Increase 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

March 19, 2013

A New Model for Extending Technical Support Across Higher Education Institutions



Metrics to Date

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

March 19, 2013




Where Next?Lessons learned (cont.)

• Volume

• Staffing• Project management

• Escalation

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

March 19, 2013




Questions?

Momi Ford [email protected] Kristen Moreland [email protected]

mailto:[email protected]




a new model for extending technical support across higher education institutions (166275825)

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