Can We Fix It? Yes We Can! Service Centre Conference, Melbourne - May 2007

1. Can We Fix It? Yes We Can! Service Centre Conference, Melbourne - May 2007 Presented by: Student Information Centre (SIC), Swinburne University The SIC Technological Consultative Group: Ray Chan Siu-Ching Fong & Hwee-Ting Lee

2. Abstract • Do not have an endless budget AND a team of IT techs behind you? • We will share with you our experience on developing technological solutions that relates to, and deliver efficiency to our local operations. • Examples of software and technological solutions will be highlighted as well as lessons learnt from the implementations.

3. Swinburne Student Information Centre (SIC) • Established in 2004 • One centre on each 5 campuses • Services: • Provision of information and assistance to Swinburne Higher Education and TAFE students, Swinburne staff • Provision of documentation for students and external authorities; • Provision of course enquiries information; • General student administration tasks, including the processing and filing of student related materials and some cashiering. • Via: • Face-to-face (Counter) • Phone & E-mail (Contact Centre) • Online (Ask George)

4. Technology Consultative Group • Group members are SIC staff • Initially formed to research technology solutions to identified areas • Open to helping SIC colleagues with technology solution

5. Stages of Development • Review and identify the work processes that can be improved with technology without blowing the budget and relying heavily and solely on the University’s IT department (ITS) • Research on technological solutions that are available within the University and in the market • Select the most appropriate solution • Discuss feasibility of proposed solution with ITS

6. Examples of Technological Solutions • Ask George • Academic Transcript Intranet • WIKI • CISCO Webcam

7. Ask George • An online FAQ database for all current students & staff • Off the shelf product • Less than 2 years old • Aim: • Online channel & automation info provision • Cut down on repetitive enquiries – self serve • 24/ 7 access to information • Measure effectiveness – logins, answers viewed, searches & web enquiries • Same busy period for counter & online

8. Screen Shot Ask George – Screen Shot

9. Ask George (continued) • Project officer appointed to oversee the project • Implementation involved RightNow, SIC, ITS • Integrated behind the My.Swinburne portal • 2005 April start, July launch • Rolled out in stages – current students and staff, followed by prospective / general

10. Ask George (continued) • Support: • Swinburne ITS • RightNow • Benchmarking: Turnaround reply time • Staff training • Staff buy-in: crucial • 12 licenses in use across 5 campuses • Info session, training session, manual for agents • On-going support for agents from AG Project Officer

11. Academic Transcript Intranet • This is an example of a smaller scale technological solution • What is it? • Database-driven Intranet to manage the application process • How we developed and implemented it • Drafted Proposal and reviewed by the ITS • Using PHP and MYSQL • Intranet was developed and implemented in approximately six months

12. Academic Transcript Intranet (continued) • Resources • ITS advice and expertise • Staff knowledge and expertise • Time allocation for staff to assist in the development of the project • Outcome • Multiple authorised users could update records simultaneously • The progress and status of the application also could be monitored easily • Reduces time required to run and analyse reports

13. Search for a Record

14. Search Result Page

15. Reports

16. WIKI • This is an example of a technological solution recommended by the University’s IT department • What is it? • Information-based intranet for SIC staff to receive the latest update on University’s matters • How we developed and implemented it • Sought advice from ITS • Requested a trial to be conducted

17. WIKI (continued) • Resources • ITS expertise • Staff feedback and contribution • Outcome • More user-friendly website • Less frustration and time wasted • Provide statistical report

18. WIKI (Home Page)

19. Example of a Topic

20. Cisco Webcam • A face to face communication tool • Resources + Development time: Guidance from relevant people • Outcomes A work in progress, functional Timesaver/ease to schedule and conduct multi-campus meetings • The system is functional, But not as expected

21. Conclusions • Lessons Learnt • Things To Consider • Q& As

22. Lessons Learnt • Develop strong relationship with the University's IT department • Careful planning of staff resources and time to ensure minimal disruptions to daily operations • Start small – enhance later • Training

23. Things to Consider: • Researching our needs – planning our solution • Ensure our end product fits our strategic needs • Facilitate sharing of information; • Save time and effort (automate process where possible) • Self serve – can students & staff use this independently? • Benchmarking capability for KPIs • Customer Service level improvement

24. Things to Consider (continued) • Service Level Agreement’s - Who will support it? • Resources for technological improvements • Patience • Involving ITS • Use Feedback and Quality Content to improve the project

25. Can We Fix It? Yes we can! BUT…. With Support

26. Questions ?

27. Thank You