Improving Institution Performance with Enhanced Second Tier Services
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1 Improving Institution Performance with Enhanced Second Tier Services Sterlin Sanders, Assistant Director for Technical Support Services Benjamin Li, Frontline Services Coordinator
2 Agenda Program History TLC Program TRU Initiative Strategies for: Preemptive Support Rapid Response Bridging the Tiers Enhancing Customer Service Identifying Needs Cost Savings Designing TRU Design Implement Evaluate Expand
3 History
4 Status Quo 2012 Managing: 56 computer labs 101 technologyenhanced classrooms 1,600 computers With: 3 FTEs On average, 2 4 student assistants per lab with limited duties
5 TLC Program 2013 TLC Maintenance Program Better leverage student staffing Hybrid training Appropriate resourcing Team building Regular lab evaluations Pilot in library and business school
6 TLC Pilot Results Quality increase in most locations 256% issues addressed preemptively Recognition: University Business Magazine (December 2013) 2014 UBTech Conference
7 TRU Initiative 2014 Technical Response Unit Evolution of TLC Goals: Further increase preemptive support Establish 15 minute incident response time Enhance customer service Identify departmental needs Provide cost savings
8 Strategies
9 Customer Service Challenges Management Resourcing Training Support Strategies Hiring Leadership Motivation Hybrid training End user surveys
10 Preemptive Support Routine on site maintenance Pelco Endura camera system Xerox CentreWare Web Reduction in workload for other IT areas
11 Rapid Response Bomgar Button and remote support Motorola XPR 7550 radios Cisco Contact Center Bridging the first and second tiers
12 Bridging the Tiers Incident Response Service Requests First Tier IT Helpdesk Training and Communication Intermediary Tier Technical Response Unit Second Tier Desktop Support Classroom Support Asset Management Initial Contact Preventative Maintenance
13 Identifying Needs Technology committees College of Arts and Sciences College of Arts College of Business College of Education College of Nursing Faculty and IT collaboration Committee driven technology decisions
14 Cost Savings 1 FTE 7 strategically placed offices with 3 5 student assistants each
15 Phases
16 Phase I Design Summer 2014 Determine goals and direction Create/migrate training content Acquire funding Create job descriptions Design pilot
17 Training Components TRU reporting structure Responder responsibilities Responder tools Maintenance guides Assessment and agreement Feedback survey Technician shadowing
18 Phase II Implement Fall 2014 Acquire vehicles and other resources Communicate with pilot groups Recruit from lab assistant pool Establish offices Train other branches to interact with TRU Hired TRU Coordinator
19 TRU Organization
20 Phase III Evaluate Spring 2015 Evaluate quality and quantity of work TRU Responder recognition program Evaluate training feedback Expansion of training and services supported Establish team building and cross training
21 Results 503% increase in preemptive support 96% incident response times within 15 minutes 15 student lab assistants (1 per lab) x 20 hours per week x $7.25 per hour x 4 weeks per month x 3 months = $26,100 cost savings possible Baseline 2013 TLC Maintenance 2014 TRU Initiative TRU Preemptive Support (Source: VSU Service Desk) 28:48:00 24:00:00 19:12:00 14:24:00 9:36:00 4:48:00 0:00: TRU Response Time (Source: VSU Service Desk)
22 Phase IV Expand 24/7 availability Expanded student wireless support Social relationship management (SRM Oracle, Hootsuite)
23 Summary Categories TLC TRU Issue Identification Helpdesk or Lab Assistants Helpdesk or TRU Technician, Bomgar Button, monitoring Monitoring systems, Systems technology committees, SRM Scope Classrooms and Computer Classrooms, Offices, and Scope Classrooms Labs and computer All Computer campus Labs computing labs only equipment Internal Communications Service Desk Service Desk and CB Radios Internal Communications Service Desk system Service Desk system and Support Type Maintenance Motorola Maintenance, radios Remote, Onsite Support Types Maintenance Maintenance, remote support, on site repairs, wireless assistance Staffing 2 4 Lab Assistants per lab in over 50 computer labs 3 5 TRU Responders in 7 TRU offices Management Individual departmental managers TRU Coordinator and Assistant Director
24 Additional Questions? Sterlin Sanders Assistant Director for Technical Support Services Division of Information Technology Valdosta State University 1500 N. Patterson St. Valdosta, GA Pine Hall 160 Benjamin Li Tier 1 Services Coordinator Division of Information Technology bkli@valdosta.edu Valdosta State University 1500 N. Patterson St. Valdosta, GA Odum Library Board of Regents of the University System of Georgia by and on behalf of Valdosta State University.
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