copyright: hamilton college 2006 doing more with less: finding solutions that don’t cost a bundle...
TRANSCRIPT
![Page 1: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/1.jpg)
Copyright: Hamilton College 2006
Doing more with less:Finding solutions that don’t cost a bundle
Presenters:
Debbora (Debby) Quayle – Help Desk & Training
Karen Schaffer – Desktop Integration (Installations)
Krista Siniscarco – Instructional Technology Support
![Page 2: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/2.jpg)
Copyright: Hamilton College 2006
Hamilton at a glance
• Private liberal arts college• 1750 undergraduate students• IT department
– 27 members• Web Services (2)• Network & Telephone Services (4)• Instructional Technology Support (7)• Desktop Integration Services (3)• Central Information Services (5)• Help Desk & Training (4)• VP & Office Assistant (2)
![Page 3: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/3.jpg)
Copyright: Hamilton College 2006
How to manage growing demand for support and
services at a time when…..
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Copyright: Hamilton College 2006
This is your team (or department)
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Copyright: Hamilton College 2006
And this is your work load
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Copyright: Hamilton College 2006
The first solution everyone thinks of is…
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Copyright: Hamilton College 2006
More Help!!More Help!!
![Page 8: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/8.jpg)
Copyright: Hamilton College 2006
And yet…
• Adding staff is not an option
• Budgets are flat or shrinking
• Other constraints prohibit it
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Copyright: Hamilton College 2006
The unthinkable
Cut back or change our services
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Copyright: Hamilton College 2006
The usual objections
• Runs counter to our mission
• Lose value in the eyes of our clients
• Don’t know where to start
• It won’t be enough
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Copyright: Hamilton College 2006
If we don’t cut back or change
• Demand will still increase
• Long work hours will continue
• Turn-around times won’t improve
• Quality will go down
• Less able to respond to emergencies
![Page 12: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/12.jpg)
Copyright: Hamilton College 2006
What we did
• The technique we used– Problem analysis – identify the time sinks– List all our options– Identify the stakeholders– Develop solutions & include the
stakeholders– Implement and evaluate
• Examples in three different support areas
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Copyright: Hamilton College 2006
Instructional Technology Support
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Copyright: Hamilton College 2006
Our Services at a Glance
• Technology Enhanced (TE) Classrooms– 70 TE classrooms– 48 dual platform, 22 Mac only– Courses, special events & presentations– 2 professional staff, 25 students– 2 departments - ITS & A/V
![Page 15: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/15.jpg)
Copyright: Hamilton College 2006
The Problems
• # of classrooms .
• Demand/usage from users .
• Requests for support .
• # of staff, stays the same.
• Training student staff.
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Copyright: Hamilton College 2006
Bottlenecks/Time Sinks
• Uneven division of labor• Inconsistency in hardware/software• “Emergency” support• Students’ responsibilities
– cross-platform, labs & classrooms
• 2 departments responsible for space
![Page 17: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/17.jpg)
Copyright: Hamilton College 2006
Stakeholders
• Faculty & Students
• Administration & Guests
• Student Staff (STCs)
• Professional Staff (ITS & A/V)
![Page 18: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/18.jpg)
Copyright: Hamilton College 2006
Options
• Staffing– Hire more– Reallocate existing
Level of Service
• Outreach to Campus
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Copyright: Hamilton College 2006
Solutions
• Reallocation of staff– Professional staff– Student staff
• Coordination with A/V
• Departmentally supported spaces
• Outreach to faculty & administration
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Copyright: Hamilton College 2006
Results
• Consistency & compatibility “Emergency” support calls
• STCs better trained & prepared– in referrals to professional staff
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Copyright: Hamilton College 2006
Our Services at a Glance
• Instructional design• Faculty & Course support
– Direct student support - multimedia projects
• Tailored workshops & assignments to meet learning goals– Checkpoints & support throughout semester
• Multimedia Presentation Center• Professional & Intern staff
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Copyright: Hamilton College 2006
Example Timeline
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Copyright: Hamilton College 2006
The Problems
demand for service– # and intensity
• Resources remain constant
• Large gap between professional staff & STCs
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Copyright: Hamilton College 2006
Bottlenecks/Time Sinks
• Resource shortage at “crunch times”
• Several resources that need to be evenly balanced– Each course– Throughout semester
• Last minute requests for support
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Copyright: Hamilton College 2006
Stakeholders
• Students
• Faculty
• Interns/STCs
• Professional Staff
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Copyright: Hamilton College 2006
Options
• Staffing– Hire more– Reallocate existing
• More resources Level of Service
• Outreach to Campus
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Copyright: Hamilton College 2006
Solutions
• Reallocation of professional staff• Hire interns• Outreach to faculty
– Need to PLAN AHEAD
• Different models of support– Shifting deadlines– Alternative solutions
![Page 28: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/28.jpg)
Copyright: Hamilton College 2006
Results
• Better allocation of resources throughout semester
• Better able to meet demand for support
• Higher quality in student projects
• More professional staff time for planning & development
![Page 29: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/29.jpg)
Copyright: Hamilton College 2006
Desktop Integration Services
![Page 30: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/30.jpg)
Copyright: Hamilton College 2006
Our Services at a Glance
• Hardware Installations
• Software Installations
• Purchasing
• Advanced Troubleshooting
• 2 professional staff - full-time
• 2 interns part-time – academic calendar
• 6 interns full-time - summer
![Page 31: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/31.jpg)
Copyright: Hamilton College 2006
The Problems
• Due to Increases in:– Services offered and supported– Number of service requests– Computers and printers managed– Complexities of operating systems
• Unable to:– Meet service levels– Plan for technology changes– Build efficiencies/improve services– Backup within the team
![Page 32: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/32.jpg)
Copyright: Hamilton College 2006
Bottlenecks/Time Sinks
• New hardware installations – Researching available options– Purchasing– Logistics of receiving, inventorying,
configuring– Onsite installation– Ongoing support
• Training interns
![Page 33: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/33.jpg)
Copyright: Hamilton College 2006
Stakeholders
• All Employees– Faculty most affected
• Top Level Management
• Professional Staff
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Copyright: Hamilton College 2006
Options
• Hire additional staff
• Outsource hardware & software installations
• Schedule all installations during summer
• Hire additional interns
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Copyright: Hamilton College 2006
Solutions
• Hardware installations June – August
• Annual hardware purchase
• Buy in from top level management
• Policy & procedures for exceptions
• Promoted new business model
• Additional student staff for summer
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Copyright: Hamilton College 2006
Results
• Successfully implemented new business model & policies
• More time for planning & other initiatives
• Project compartmentalization– Focus on quality service– Standardization of hardware – Improve team morale
![Page 37: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/37.jpg)
Copyright: Hamilton College 2006
Our Services at a Glance
• Hardware Installations
• Software Installations
• Purchasing
• Advanced Troubleshooting
• 2 professional staff - full-time
• 2 interns part-time – academic calendar
• 6 interns full-time - summer
![Page 38: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/38.jpg)
Copyright: Hamilton College 2006
The Problems
• 2 teams providing same installation services
• 3 staff managing same installation services differently
• 2 staff managing purchasing• Inconsistent services• Inefficient use of resources• Who to contact – confusing to clients
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Copyright: Hamilton College 2006
Bottlenecks/Time Sinks
• Planning
• Inconsistent use of tools & technical implementations
• Difficult to troubleshoot advanced problems
![Page 40: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/40.jpg)
Copyright: Hamilton College 2006
Stakeholders
• Faculty
• Professional staff
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Copyright: Hamilton College 2006
Options
• Create a new position
• Reallocate position
• Reallocate position and redefine responsibilities
• Do nothing
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Copyright: Hamilton College 2006
Solutions
• Redefined responsibilities & reallocated position
• New policies & procedures for services
• Planning & collaboration across teams
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Copyright: Hamilton College 2006
Results
• Single point of contact
• Consistency & standardization of services
• Backup support within the team
• Foster an environment to strengthen and expand technical knowledge
• Streamline and simplify service
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Copyright: Hamilton College 2006
Help Desk & Training Services
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Copyright: Hamilton College 2006
Our service at a glance
• Phone & in-office support (students & staff)• 3 full-time Help Desk professionals• Help@Night (1 per shift)• Support on Site (SOS) (1 per shift)• Daytime student workers (2 hr./week)
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Copyright: Hamilton College 2006
Problem & Time Sinks
• Drowning in spyware and viruses• Call volume at an all time high • Our call backlog was 3 times higher than
normal• No control over laptop drop-off• More laptops than we could support• Students frustrated by long delays• Too many repeat customers• Quality was suffering
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Copyright: Hamilton College 2006
Options
• Discontinue our laptop service
• Continue to take laptops, but require appointments
• Have students do the remediation in our office or their rooms
• Provide self-help documentation
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Copyright: Hamilton College 2006
Stakeholders
• Students
• Student workers
• Professional Staff
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Copyright: Hamilton College 2006
Solution
• Hire temporary workers for the peak load• Require appointments for assistance• Have students do the work• Limit service to the first two weeks of the
semester (called “the grace period”)
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Copyright: Hamilton College 2006
Solution part 2
• After the grace period, appointments only if compliant– Firewall on– Anti-virus installed and up-to-date– Anti-spyware installed and up-to-date– OS patches installed and up-to-date
• If not compliant, provide self-help packet or use fee-based repair service
• Problems NOT related to compliance – full drop off service
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Copyright: Hamilton College 2006
Including the StakeholdersStudents– Announced new policy– Encouraged self-helpStudent workers– Trained to assist – Rehearsed the policy– Escalate difficult problemsProfessional staff– Developed policy as a team– Reviewed and rehearsed
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Copyright: Hamilton College 2006
Results• Sharp decline at start of semester• Processed more than ever• Customer satisfaction soared• Less stressed• Better able to respond to emergencies• Time for professional development
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Copyright: Hamilton College 2006
Implement and Evaluate
Fall 2003
(Blaster)
Spring
2004
Fall 2004
Spring 2005
Compliant
Spring 2005
Non-
Compliant
Fall 2005
Compliant
Fall 2005
Non-
Compliant
Grace
Virus/
Spyware
100 35 48 25 42 9 28
Satisfaction 85% 98% 97% 97% 100%Post-Grace
Virus/ Spyware
98 120 77 67 63 43 89
Satisfaction -- -- 89% 90% 100%
Total Computers
306 277 314 279 458
![Page 54: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/54.jpg)
Copyright: Hamilton College 2006
How to do more with less
• Problem analysis – identify the time sinks
• List ALL your options
• Identify the stakeholders
• Develop solutions & include the stakeholders
• Implement and evaluate
![Page 55: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/55.jpg)
Copyright: Hamilton College 2006
Things that worked for us
• Realign teams or team member assignments (permanently or temporarily)
• Reallocate resources to meet peaks in demand
• Involve the stakeholders in the process• Consider other sources of help – students
and temporary workers• Redefine service expectations & support
models • Communicate changes -- often
![Page 56: Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training](https://reader035.vdocuments.mx/reader035/viewer/2022070307/551a9dea550346e0158b5780/html5/thumbnails/56.jpg)
Copyright: Hamilton College 2006
How to contact us
Debby Quayle (Help Desk & Training)
Karen Schaffer (Desktop Integration)
[email protected] 315-859-4051
Krista Siniscarco (Instructional Technology Support)
[email protected] 315-859-4099