1/17/07 1 SCC-SSM A Strategic A Strategic Customer Care Customer Care Sustainable Support Sustainable Support Model Model Educause Mid-Atlantic Regional Educause Mid-Atlantic Regional Conference 2007 Conference 2007 Paul Halpine Paul Halpine Montgomery College, MD Montgomery College, MD [email protected][email protected]Copyright Paul Halpine 2007. Copyright Paul Halpine 2007. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. disseminate otherwise or to republish requires written permission from the author. C:\C I T M\Educause\Regional Conference Presentation SCCM\SCCM Presentation Final.ppt C:\C I T M\Educause\Regional Conference Presentation SCCM\SCCM Presentation Final.ppt
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AgendaAgenda
IntroductionIntroduction ChallengeChallenge DevelopmentDevelopment The ApproachThe Approach ImplementationImplementation OutcomesOutcomes DiscussionDiscussion
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The ChallengeThe Challenge Demand increasing within curriculaDemand increasing within curricula Demand spreading across curriculaDemand spreading across curricula
Increasing demand for general IT Increasing demand for general IT supportsupport
Increasing demand for specialized IT Increasing demand for specialized IT supportsupport
Broadening ScopeBroadening Scope Broadening DiversityBroadening Diversity Greater Technical ComplexityGreater Technical Complexity More Specialized Needs More Specialized Needs More Specialized Operational IssuesMore Specialized Operational Issues More Specialized Knowledge RequiredMore Specialized Knowledge Required More Specialized Approaches NeededMore Specialized Approaches Needed
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Montgomery County, MarylandMontgomery County, Maryland
55,000 Students / Year55,000 Students / Year 100 Areas of Study 100 Areas of Study Three Main CampusesThree Main Campuses Workforce Development & Workforce Development &
Continuing EducationContinuing Education Various Satellite LocationsVarious Satellite Locations
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Rockville CampusRockville Campus 2/3 of College Credit Enrollment2/3 of College Credit Enrollment
Plus Students from Distance Learning, Workforce Plus Students from Distance Learning, Workforce Development & Continuing Education and Other Development & Continuing Education and Other CampusesCampuses
2,000 Academic Workstations2,000 Academic Workstations 216 Instructional Tech Sites On & Off 216 Instructional Tech Sites On & Off
CampusCampus 110 Multimedia Lecture (standard & specialized)110 Multimedia Lecture (standard & specialized) 16 General Purpose Computer Labs / Classrooms16 General Purpose Computer Labs / Classrooms 90 Specialized Digital Labs / Classrooms90 Specialized Digital Labs / Classrooms
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Prior to 2002Prior to 2002 Initially Departmentally Purchased, Initially Departmentally Purchased,
Operated and SupportedOperated and Supported Few Controls, No Standards, Little Few Controls, No Standards, Little
ConsistencyConsistency Poor Reliability and QualityPoor Reliability and Quality
Later Technical Support from the Later Technical Support from the Office of IT for Some SitesOffice of IT for Some Sites Projects Group and Work-order SupportProjects Group and Work-order Support Improved Control, Standards Rolled OutImproved Control, Standards Rolled Out
Explosive Growth in Instructional Explosive Growth in Instructional TechnologyTechnology
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20022002OIT’s Instructional Technology Unit OIT’s Instructional Technology Unit
FormedFormed Technical Support for all Instructional IT and Technical Support for all Instructional IT and
Multimedia Multimedia At Rockville: General Purpose Lab/Classroom At Rockville: General Purpose Lab/Classroom
Tech & Ops Teams combined with Media Tech & Ops Teams combined with Media Resources TeamResources Team
Initial AnalysisInitial Analysis Surveyed Sites: What was there. Who were Surveyed Sites: What was there. Who were
the contacts, How was the site used, What the contacts, How was the site used, What issues exitedissues exited
Existing Support Model Existing Support Model Was Not Meeting The Was Not Meeting The Challenges.Challenges.
A New Model Was Needed.A New Model Was Needed.
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Development: GoalsDevelopment: Goals Balance general and specialized support needsBalance general and specialized support needs Match expertise & specialization to Match expertise & specialization to
requirementsrequirements Rapid adaptation to expanding / changing Rapid adaptation to expanding / changing
needsneeds Improve academic / IT communication, Improve academic / IT communication,
coordination and relations coordination and relations Clearly define IT & client roles & Clearly define IT & client roles &
responsibilitiesresponsibilities Improve planning, implementation & supportImprove planning, implementation & support Improve quality, reliability, & responsivenessImprove quality, reliability, & responsiveness Best use of resources (technological & human)Best use of resources (technological & human) Reduce per unit workloadReduce per unit workload
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Development: Pilot & Development: Pilot & RolloutRollout
Initial PlanInitial Plan PilotPilot Lessons Learned Lessons Learned Revised Site Revised Site
Implementation ProcessImplementation Process Campus-wide RolloutCampus-wide Rollout Outcomes AssessmentOutcomes Assessment
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Strategic Customer Care Strategic Customer Care Customer Care Customer Care RepresentativesRepresentatives
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Strategic Customer Care Strategic Customer Care Customer Care Customer Care RepresentativesRepresentatives
Level of InvolvementLevel of InvolvementPeriodic Re-Periodic Re-assignmentassignment
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Strategic Customer Care Strategic Customer Care Site Implementation Site Implementation
ProcessProcess Client & site surveyClient & site survey Reviews informationReviews information Assigns CCR’sAssigns CCR’s Initial sustainable support Initial sustainable support
proposalproposal Introduce clients and CCR’sIntroduce clients and CCR’s CCR & client develop final planCCR & client develop final plan Plan implementationPlan implementation
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Strategic Customer Care Strategic Customer Care Site Implementation Site Implementation
ProcessProcess Specialized Service Level Specialized Service Level
AgreementsAgreements Only when necessaryOnly when necessary Mutually agreed upon by IT and Mutually agreed upon by IT and
clientclient Delineate client vs. IT Delineate client vs. IT
responsibilities & limitationsresponsibilities & limitations Set support standardsSet support standards Address special considerationsAddress special considerations
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Strategic Customer Care Strategic Customer Care Site ImplementationSite Implementation
Issues:Issues: Maintain current supportMaintain current support Related processesRelated processes Increased communicationsIncreased communications Increased demandsIncreased demands Increased software / Increased software /
hardware fundshardware funds Large number of projectsLarge number of projects
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Strategic Customer Care Strategic Customer Care Issues and Outcomes Issues and Outcomes
Scope IncreaseScope IncreaseNumber of WorkstationsNumber of Workstations
Strategic Customer Care Strategic Customer Care GoalsGoals
Balance general and specialized support needsBalance general and specialized support needs Match expertise & specialization to Match expertise & specialization to
requirementsrequirements Rapid adaptation to expanding / changing Rapid adaptation to expanding / changing
needsneeds Improve academic / IT communication, Improve academic / IT communication,
coordination and relations coordination and relations Clearly define IT & client roles & Clearly define IT & client roles &
responsibilitiesresponsibilities Improve planning, implementation & supportImprove planning, implementation & support Improve quality, reliability, & responsivenessImprove quality, reliability, & responsiveness Best use of resources (technological & human)Best use of resources (technological & human) Reduce per unit workloadReduce per unit workload