Enterprise Service Desk enquiry overview February 2014 January 2015

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1 QASL 3/5 Enterprise Service Desk enquiry overview February 214 January 215 Purpose The QASL is invited to consider an annual report from the Student Advice Centre on enquiry management statistics. Background and Context QASL26 (28 March 214) considered a report from the Student Advice Centre, providing the QASL with an overview of student enquires managed by the Student Advice Centre between June 213 until the end of January 214. This was a follow up report from QASL23 (5 July 213) where the QASL received its first report from the Student Advice Centre on the implementation of the Enterprise Service Desk (ESD) project and statistics from its first year in operation. This paper covers activity in the time period February 214 January 215. Recommended Action The QASL are asked to consider the annual report from the Student Advice Centre. William Eames Jo Harris Student Advice Centre March 215

2 ESD Enquiry Overview February 214 January 215 Summary ESD (Enterprise Service Desk) is the enquiry management system used across UoLIA to process the majority of enquiries. All teams with the exception of the Online Library Team and Institutions and Global Development Office use the system. This statistical report presents data collected since the last report was submitted to QASL in March 214. During the period February January ,162 enquiries were received and processed. Almost 61% of these were related to the Undergraduate Law and EMFSS programmes. Students and enquirers interact with ESD via the Student Portal or an online form respectively. They are presented with a selection of course and category specific FAQs, allowing them to self-serve before choosing to submit an enquiry. There are also links to ESD embedded in the SITs registration tasks. Enquirers are also able to telephone the Student Advice Centre, where they are taken through an automated switchboard system, selecting the relevant number option. Any calls that require further investigation are logged in ESD as full enquiries. Call traffic is monitored constantly using a 'wall board'. From June until the end of November 214 four temporary members of staff were employed to handle telephone calls while full-time members of Student Advice Centre staff concentrated on ESD enquiries. This lead to a reduction in the time taken to close enquiries during the peak times and a reduction in the number of enquiries open at any one time. ESD allows us to report on and monitor enquiry activity in a much more efficient way than we ever could in the past. The Student Advice Centre uses the data to provide reports for the APPRs. Also feedback left on enquires by students is used to manage service recovery. A new version of ESD is to be released in November 215 (ESD3) which will make improvements to the interface that students use to interact with the system. This will included responsive and adaptive pages for mobile phones and tablets and a simplified enquiry categorisation system. User testing for this will begin in April. 2

3 February 214 January 215 Total enquiries received: 116,162 Time period enquiries closed in Total enquiries Closed in 2 Closed in 4 Closed in 5 Closed in 1 More than 1 February March April May June July August September October November December January Enquiries logged by month

4 Percentage closed in 5 days Enquiries received per month and closed times Closed in 2 days Closed in 4 days Closed in 5 days Closed in 1 days More than 1 days 4

5 Percentage of enquiries by course group Undergraduate Law EMFSS Postgraduate Law LSHTM Programmes International Business/Management Business Administration Computing IOE Programmes English OPHRM Philosophy Petroleum Geoscience CEFIMS MPACC Divinity Refugee Protection RVC programmes History/Classics Information Security Combined Degree Scheme CEDEP Global Diplomacy Languages CitED Phone calls received by month

6 1 February 11 February 21 February 3 March 13 March 23 March 2 April 12 April 22 April 2 May 12 May 22 May 1 June 11 June 21 June 1 July 11 July 21 July 31 July 1 August 2 August 3 August 9 September 19 September 29 September 9 October 19 October 29 October 8 November 18 November 28 November 8 December 18 December 28 December 7 January 17 January 27 January Enquiries open on any particular day ESD actions completed