november 11, 2015 jen servedio and jon beers siguccs 2015 st. petersburg, fl colgate university...
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WHO SAYS YOU CAN’T GO HOME?November 11, 2015
Jen Servedio and Jon Beers
SIGUCCS 2015
St. Petersburg, FL
Colgate University Information Technology Services
Colgate University Information Technology Services
• Geographically in the center of NY
• 3,000 students
• Liberal Arts Institution
• 54 Majors
• $883 M Endowment
Colgate University Information Technology Services
Colgate University Information Technology Services
IT
40 on a centralized IT staff
Serving Faculty, Staff, and Students
13,000 incidents and requests in 2014
Supported 1,200 events in 2014
Budget - Approximately $5 Million
Colgate University Information Technology Services
OUR SERVICE DESK
Encompasses Incidents and Requests
One of the largest requests are for AV/Event Support
Offset after-hours with student help
Between lab monitors, classroom inspectors, specialized the Service Desk employs over 65 students
Colgate University Information Technology Services
YOUR SERVICE DESK
Show of hands
In-house Level One Support
Colgate University Information Technology Services
YOUR SERVICE DESK
Show of hands
Anyone Looking at outsourcing?
Colgate University Information Technology Services
YOUR SERVICE DESK
Show of hands
Anyone Looking at insourcing?
Colgate University Information Technology Services
HISTORICAL
Outsourced beginning in 2005
Continual Improvement dictates that things should be reviewed.
The time had come for a review of our level one support and better integration with events/AV support and Classroom emergency incidents
We had a Separate Student Help Desk (students helping students)
Colgate University Information Technology Services
OUR OUTSOURCED SERVICE GAVE US Coverage: Seven Days A Week
Coverage: 7AM until 10PM
Agents: Two designated during normal business hours After hours (nights and weekends)– essentially a dictation
service
Cost: Approximately $10,000 a month
Colgate University Information Technology Services
OUTSOURCED PROBLEMS Communication - siloed Lack of mentoring/training
student workers for after hours or supplemental support
Lack of ability to utilize student workers for immediate deliveries or pickups to offices for minor hardware swaps
Student support was limited – only as good as the student working at the time.
Lack of control (monitoring) Level 2 tied up with level 1
fires No walk-up support
Cut costs Improve Coverage Capture local talent Provide our Liberal Arts
students with hands-on experience
Develop internship opportunities with neighboring State University technical schools (Morrisville and SUNY IT)
Utilization of busy work during down-time
SPOC for students, faculty, staff
INSOURCING OPPORTUNITIES
MONTHLY CALL VOLUME FROM AUGUST 2013 THROUGH MAY 2014
VIDEO
Colgate University Information Technology Services
WHERE TO START
Develop a Business Plan for Senior Staff
Buy In from Faculty and Staff Faculty Governance
Colgate University Information Technology Services
LOGISTICS
Office Space
Define the Daily Schedule of Coverage
Phone System
Job description, posting and hiring
Build an Internal Knowledge Base
Train New Hires
Train Students
Communication to the Campus and Transparency
Colgate University Information Technology Services
WHAT WAS MISSING
Two Full Time
Agents
Colgate University Information Technology Services
PROBLEMS ALONG THE WAY
Phone system
Handling Peak Periods
Student phone skills and handling new types of calls
Colgate University Information Technology Services
CURRENTLY ….
Complaints
Compliments
Continuous training
Turnover
Colgate University Information Technology Services
WAS IT WORTH IT
Spring 2014 Spring 20150
1
2
3
4
5
6
Average Ticket Lifecycle
5 Days, 2 Hours 3 Days, 0 Hours
Colgate University Information Technology Services
NEXT STEPS
Continual Improvement
Determine how best to utilize the skillsets that we have
Quality control via call monitoring and ticket review
Robust training program for Full Time new hires as well as part-time student workers
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