atem victorian branch conference, 7 may 2004

www.monash.edu.au

Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash UniversityGerard Toohey, Manager Student Administration, SSSD, Monash University

Integrated services and systems at a large multi-campus institution – the Monash University experience

ATEM Victorian Branch Conference, 7 May 2004

2

Why Integrated Services?

Key Result Area:

“developing quality, cost effective, client-centred mechanisms and structures for service delivery.”

3

The Challenges to Integration at Monash

• Decentralised Organisational Structure

• Disparate Business Procedures

• Scale

• Geography

• Time zones

• Different Faculty/Campus Cultures

4

Monash University Profile

• Nearly 50,000 Australian & international students

• 6 Australian campuses, 2 international campuses and 2 international centres

5

Monash University Profile 2003: Campus

6

Monash University Profile 2003: Enrolments

7

Monash University: Campuses

8

The Monash Vision

A virtual service centre encapsulating both physical AND online presence

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Strategic Outcomes

• Four Es: Efficacy, Efficiency, Ethicality, Elegance• Single-point of delivery for multi-channel management• Integrity• Quality

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Key Areas of Intent

Un

ivers

ity P

lan

s

Competitive advantage through the Monash student and staff customer

experience

Achieving self reliance

Preserving & building Monash image and reputation

Developing quality, cost-effective, client-centred mechanisms and structures for service delivery

Sustaining and developing Monash global operations

Support technology supported learning activities & developments

Sch

ed

ule

of

Serv

ices

Support Services Plan: 2002 - 2005 Learning & Teaching Plan Research Plans

Monash 2020K

ey R

esu

lt A

reas

D. Feedback and Quality mechanisms to monitor and improve the customer service experience

B. Integrated delivery of central, faculty and other Monash services

C. Knowledge/ information management systems across all services

A. Integrated systems to support service delivery

Portfo

lio o

f key B

usin

ess

Imp

rove-m

en

ts fo

r 2004

Performance Plans

Integrated Services Projects 2004

Caulfield Service Centre

Telephony solution for the Contact Centre

Knowledge & Inquiry Mgmt Projects 2004

Inquiry mgt system (ask.monash)

Content Management System

CRM

Quality Projects2004

Student Administration

Internal Review

HR Services Internal Review

OHS&E Compliance projects

Injury Prevention projects

Integrated Systems Projects (cont’d)Uni wide reporting Callista ConnectCredit Transfer DatabankeCart/eCommerce solutionHEIMSSyllabus + (Phase 3)OHSE SystemsMultimedia Training On-line form dev’tWeb PublishingWeb Site- restructure OdataCommunity Services Systems

Integrated Systems 2004HR SystemsAppts/Re-appts on-lineWeb based Timesheets/bankingSAP Training and EventsWorkcover & OHSEStaff Development Plans in SAPStaff Performance Plans in SAPMgrs Web based reporting Student SystemsCallista business improvementsScholarships and SponsorshipsCallista Research ModuleOn-line AdmissionsFees Subsystem Roll out of Course Rules Module, Course Completion, Graduations projectFurther roll out Progression module

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INTEGRATED SERVICE

Building blocks for Integrated Service

KM/IM Strategy

Quality Initiatives

Systems Integration

Infrastructure

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INTEGRATED SERVICE

Building blocks for Integrated Service

KM/IM Strateg

y

Quality Initiativ

es

Systems Integrati

on

Infrastructure

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What is Integrated Service Delivery?

A single point of delivery when and where the student needs it via• counters (Service Centres)• telephone• email• websites • on-line facilities such as WES and eServices• ask.monash (inquiry management system)

Example:The Caulfield Service Centre delivers Student Admin services plus services for the faculties of Business and Economics, Information Technology and Art & Design together with Monash International. The ITS Helpdesk has also co-located in the Centre.

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Integrated Service Delivery

Enablers• Business model that includes SCM, SLAs, KPIs• Champions of the vision• Commitment from stakeholders• Ongoing discourse with University’s strategy

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Integrated Service Delivery

Blockers• Disparate business processes for some functions• Need to achieve short term cost efficiencies• No cohesive information management strategy• Identify management issues with matching right

information to the right people• Problems with influences over whole university

service strategy

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KM/IM Strategy

Knowledge Management – Tom Davenport

“…knowledge management has to be "baked into" the job. It's got to be part of the fabric of the work to import knowledge when it's needed and export it to the rest of the organization when it's created or acquired.”

• Attention: Is it worthy of somebody’s attention?

• Appetite: Is it something people are hungry for?

• Affiliation: Are others willing to share the knowledge with others?

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Quality Initiatives

• Student Administration & Systems Internal Review 2004

• AUQA Audit 2005/6

• SLAs

• KPIs

• Operational metrics

• Satisfaction Measures (Surveys etc)

• Performance Management Scheme

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Infrastructure: Campus Service Centres

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Infrastructure: Caulfield Service Centre

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Services ProvidedProduce • Academic transcripts• Student letters• ID Cards• Travel concessions

Process• Student forms• Enrolments• Payments

Provide general information & advice on

• Admissions• Courses• Examinations• Graduations• Scholarships• Fees

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Infrastructure: Business Units

KEY CLIENTS

Current

Students

Prospective

Students

Public

Alumni

Faculty Student

Services Staff

Academic Staff

KEY CLIENTS

VTAC

ATO

DEST

Faculty Managers and

Officers

Other Central Admin

Monash International

Monyx

Monash Research Graduate

School

University Committees

Mainly Bulk Correspondence


ManagerGerard Toohey

Admissions Enrolments

Fees Scholarships

Timetable Systems

Client Services

ManagerTerry Hogan

Service Centres

Call CentresExaminations Graduations

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Infrastructure: Services & Systems Group, SSS


• Admissions

• Scholarships

• Enrolments

• Fees

• Timetable Systems

Client Services

• Exams

• Graduations

• Service Centres

Business Improvements Projects Team

Occupational Health Safety &

Environment

HR Services HR Systems• Application

Development & Security

• Information Management & Support

Student Systems• Web Systems

• Data Integrity

• Reporting

Records & Archives

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Systems Integration: Online Services

Web Enrolment System (WES)• Unit Enrolment (with real time update)

• Maintenance of Address details

• Access to Fee, Enrolment & Payment Details

• Viewing Results & Unofficial Academic Record

• Viewing Exam details incl. Seating, Location

Timetabling systems • Viewing personal Timetable details

• Viewing Unit-specific messages posted by academic staff

• Make changes to Lecture & Tutorial allocations (with real time update)

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Systems Integration: Online Services

my.monash - Portal • Links to cohort (Staff vs. Student) relevant online Services

• Links to personal Course & Unit information

ask.monash • Frequently Asked Questions about Student Administration processes

and policies; IT Services; Health, Safety & Environmental issues

• Inquiry submission tool to seek specific information

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my.monash: Portal

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• A web based customer self-service information and inquiry management tool for current students and staff on Australian campus

• A searchable, integrated and dynamic knowledgebase covering a range of support services

• 24/7 self-service for improved accessibility to information

• Powered by RightNow™Technologies Service Centre

Case Study: ask.monash

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ask.monash: Self-Service Knowledge Base

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ask.monash: Inquiry Tool

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ask.monash: Artificial Intelligence Response Tool

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ask.monash: Personal Inquiry Tracking

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ask.monash: Sample Inquiry with value-added service

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ask.monash: Inquiry Workflow

Tier 1 CSR receipts Incident &makes decision whether to

A. Solve (immediately)B. Investigate further

C. Refer on

C. Tier 1 CSRRefers on

B. Tier 1 CSRInvestigates

further

A. Tier 1 CSRSolves

(immediately)

UnresolvedUnresolved

Unresolved

Unresolved

Waiting

Tier 2 CSR receipts Incident &makes decision whether to

A. Solve (immediately)B. Investigate further

C. Refer on

Tier 1 CSRSolves

Waiting

Pending

Re-assigned

Re-assigned

End Usercreates andsubmits aquestion

End Userreceives anAnswer to

their Question

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Case Study: Fees Unit

Objectives• Inactivate Fees Unit inquiry email address

• Redirect Students’ ‘Fees’ inquiry activity to Caulfield Service Centre Tier 1 CSRs (processed within ask.monash)

• Fees Unit move to Tier 2 level in processing inquiries and provide a value-added service with a reduction in generic inquiries processed

• Encourage Students to ‘self-service’ their ‘Fees’ inquiries through ask.monash

• Publish relevant useful information for self-service

• Commence November 2003 with Summer Semester

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Case Study: Fees Unit

Outcomes for Dec 2003/Feb 2004• Students self-service their ‘Fees’ inquiries in ask.monash (increase of

84% in Fees type Answers Viewed)

• CSC (Tier 1) resolve 1,087 Fees inquiries through ask.monash

• Fees Unit (Tier 2) resolve 57 Fees inquiries through ask.monash

2002 2002/2003 2003/2004

Jan Feb Dec Jan Feb Dec Jan Feb

Phone na na 1,318 1,098 na 275 633 1,214

Email - Fees 354 954 201 2,077 2,974 0 0 0

Self-Service na na 229 727 736 688 3,170 6,792

Tier 1 – CSC na na 7 37 41 145 429 513

Tier 2 – Fees na na 2 9 1 13 17 27

Tier 2 – Other na na 6 14 12

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ask.monash: Performance in 2003

Key Statistics• Customers (Current Students & Staff)• Answers Viewed (Self-Service)• Incidents Submitted (Inquiry Management)• Inquiry Management Performance

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Customer Profile: Staff & Student

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System Activity: Monthly

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System Activity: Category

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System Activity for ‘Student Administration’ 2003

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Top 14 Answers Viewed in 2003: All Categories

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Site Activity: Answers Viewed

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Incident Management: All Categories

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Incident Management: Resolution Time Tier 1

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Incident Management: Resolution Time Tier 1

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Questions

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Berwick Campus

No of Students: 1,756

Off campus 2.3%

International 16.3%

Higher degree (research) 1.0%

Other postgraduate 0%

Undergraduate 99.0%

Location: Melbourne (Outer Urban)

48

Caulfield Campus


Off campus 9.8%

International 35.2%


Other postgraduate 36.7%

Undergraduate 60.2%

Location: Melbourne (Urban)

49

Clayton Campus


Off campus 7.5%

International 17.6%

Higher degree (research)10.1%


Undergraduate 72.3%

Location: Melbourne (Urban)

50

Gippsland Campus


Off campus 71.9%

International 35.5%



Undergraduate 79.0%

Location: Churchill (Rural)

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Parkville Campus

No of Students: 912

Off campus 5.0%

International 12.0%



Undergraduate 87.0%

Location: Melbourne (Inner City)

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Peninsula Campus


Off campus 2.0%

International 13.0%



Undergraduate 91.0%

Location: Frankston (Outer Urban)

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Malaysia Campus


Location: Bandar Sunway, KL

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Monash South Africa

No of Students:

235**Students enrolled in award courses

Location: Roodepoort, Johannesburg

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London Centre

Location: The Strand, London

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Prato Centre

Location: Prato, Tuscany, Italy

atem victorian branch conference, 7 may 2004

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