Very Frequently Asked Questions

Transcription

1 Very Frequently Asked Questions Elice Garcia User Support Coordinator

2 Background

3 UQ Systems Several systems used for data production PeopleSoft for student and applicant data (SInet) Aurion for staff (HR) data ResearchMaster for Research data Masterpiece for Finance data Many other smaller systems used across campus

4 UQ Data Warehouse Data collections include Student, Staff, Finance, Research, Space and National Data (and other) 3 IT Staff 3 User Support Staff Supporting over 1600 users

5 UQ Data Warehouse Datawarehouse runs on MS Sql Server Business Objects was chosen as BI tool Deploy Full Client (DeskI) via Citrix Metaframe Users can create ad-hoc queries Some users access online standard reports only (Reportal)

6 What We re Asked

7 Very Frequently Asked Questions Keeping everybody happy Keeping costs down Ensuring quality outcomes

8 Very Frequently Asked Questions Keeping everybody happy Keeping costs down Ensuring quality outcomes

9 How do we keep everybody happy? Related questions How can we ensure that our sponsor keeps supporting and funding us? How can we get senior executives interested? How do we get other key staff onside? How do we deal with the data owners? How do we get users to use the BI system?

10 How do we keep everybody happy? sponsor senior executives other key staff general BI users

11 Executive Sponsor Tips Choose the right sponsor Communicate frequently Develop initiatives that they will enjoy; and will make them look good Show them happy users Any opportunity Make your BI system indispensable

12 Executive Sponsor Strategies Send updates Target appropriate visitors Tailored reports in my documents Quick response to new systems and system upgrades Whole of organisation reporting all data collections operational as well as benchmarking/performance

13 Reportal

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15 How do we keep everybody happy? sponsor senior executives other key staff general BI users

16 Other Senior Executives Tips One sponsor is not enough Target the group and individuals Know who they are! Choose the correct approach Always respond quickly and be available Make yourself known to key support staff

17 Other Senior Executives Strategies Personal visits, especially to new executives to demonstrate the system and discuss their BI needs Tailored reports in my documents Work closely with their key admin staff and ensure that there is at least 1 BusinessObjects champion

18 Other Senior Executives Initiatives Key Statistics drill down Xcelsius Fee Modelling and dashboards The Reportal

19 Xcelsius dashboards Initiatives

20 How do we keep everybody happy? sponsor senior executives other key staff general BI users

21 Other Key Staff Tips Vital to get influential support staff onside Identify groups and individuals Reward their support in a visible manner Respond quickly, be available and approachable Make yourself known to key support staff

22 Other Key Staff Strategies Provide demos/presentations to these groups and seek feedback Offer individual training and/or consultancy visits Work closely with their key admin staff and ensure that there is at least 1 BusinessObjects champion in each user area Respond quickly to requests for standard reports to assist with planning etc.

23 Other Key Staff Initiatives Strategic planning reports Faculty portals

24 How do we keep everybody happy? sponsor senior executives other key staff general BI users

25 General BI Users Tips Respect your users Be responsive Provide strong support services Encourage initiative and sharing Keep it simple Identify areas of need Think like a user

26 General BI Users Strategies MIS culture Referral groups Strong training program Workshops and information sessions Web site built around user support

27 General BI Users Initiatives User Forum User Awards and Friends of BusinessObjects Award Faculty portals operational areas On-line customisable finance reports for academic staff

28 Very Frequently Asked Questions Initiatives Keeping everybody happy Keeping costs down Ensuring quality outcomes

29 How do we keep costs down? Related questions How can we support a large number of users? How do we deal with training issues? How do we meet reporting needs for a wide and varied range of users? How do we cope with ad hoc reporting needs?

30 Keeping Costs Down Tips Place responsibility appropriately Provide online resources Keep a simple approach Encourage users to help themselves and others

31 Keeping Costs Down Strategies Use BusinessObjects metadata and other resources Develop a BI Portal Utilise your website Offer in-house training and support

32 Keeping Costs Down Initiatives Remote shadowing Automated Administration Tasks

33 Very Frequently Asked Questions Keeping everybody happy Keeping costs down Ensuring quality outcomes

34 How do we ensure quality outcomes? Related questions How can we maintain a large number of reports? How do we deal with complex reporting solutions? How do we ensure good communication within and outside our BI provider area? How do we ensure consistency and standards?

35 Ensuring Quality Outcomes Tips Be aware of maintenance issues do not over produce complex reports Audit report lists regularly and dispense with unnecessary reports Vet all reports before publishing Encourage sharing of information and reporting initiatives

36 Ensuring Quality Outcomes Strategies Develop standard recognisable formats and guidelines for publishing Develop internal systems that centralise information about reports and user communication Utilise web sites, newsletters and events

37 Ensuring Quality Outcomes Initiatives Job Tracker Use data from internal systems Best practice guides Universe (data collection) Update Guide Complex formulae created from our end Validation reports (surveillance) Control Centre

38 Surveillance

39 Data Warehouse Operational Data Source Business Objects User Tables SI-net Data Warehous e Copy BASE TABLE Transform User Tables Surveillance Data Correction User Tables BusObj Reports

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42 Control Centre

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44 Questions