© Copyright 2004 The University of Hong Kong Computer Centre <1>
HKU
ComputerCentre
Enhancing Service Delivery through
The Use of ICT
Ir. Dr. P.T. Ho Deputy Director, Computer Centre
The University of Hong Kong
Seminar on Promoting the Use of Information Technology in the Social Welfare Sector5 March 2004, Hong Kong
© Copyright 2004 The University of Hong Kong Computer Centre <2>
HKU
ComputerCentre
Agenda
From ideas to functional enhancements
Two example cases
Portal – a new development direction
Final remarks
© Copyright 2004 The University of Hong Kong Computer Centre <3>
HKU
ComputerCentre
Service Delivery Enhancements
Start from ideas : Service Delivery Enhancements
{Service Provisions, ICT deployment, Processes and approaches}
© Copyright 2004 The University of Hong Kong Computer Centre <4>
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Service Delivery Enhancements
Service Provisions – user centric views:
Defficiencies faced by clients and improvements needed Wish list of new and extended services Service Nature –
Information delivery, e-transactions or services through physical agents
© Copyright 2004 The University of Hong Kong Computer Centre <5>
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Service Delivery Enhancements ICT deployment –
Computer & Internet applicationsFixed and wireless means of communications Electronic or mechatronic devicesE-business platformsKnowledge experts in the service ICT Professionals understanding the serviceStandards adopted
© Copyright 2004 The University of Hong Kong Computer Centre <6>
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Service Delivery Enhancements
Processes and approachesEnabling the possibility – resource, facilities & knowledgeIntuitive access interface & minimum training needed Gaining user acceptance by giving benefitsBumpless (smooth) transistion
old ways remain legitimateMarketing, promotion and new culture cultivationDialogue & feedback
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Service Delivery Enhancements
Functions achieved Service Quality –
convenience and easy access, user-friendly, anytime, anywhere
Efficiency and productivityCost-savingEnvironment-friendly
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Example Case 1 –Delivery of Maintenance Service
Services provided by technicians (agents)Original arrangement:
User initiated calls by phone clerk recorded the calls request calls cumulated in batches
technicians carried out services in batches
Performance pledged - 8 hours (next day)MTTR performance achieved –
>7 hrs (by means of paper forms before 1997) ~4 hrs (by means of a computer database system)
© Copyright 2004 The University of Hong Kong Computer Centre <9>
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Example Case 1 (cont’d) –Delivery of Maintenance Service
Enhancement required –service to be completed soon after a call is logged
Arrangement with the Use of ICT:User initiate calls via Internet & Web/ or phone
input directly to database applicationstrigger technicians’ mobile phonegot by technicians using notebook PCs via Internet
Service rendered quickly
Performance pledged –Arrives site within 30 minutes
Performance achieved –arrives site within 30 minutesMTTR of 1.1 hr (2003)
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Example Case 2 –Purchase of Laser-Printing units
Services provided through e-transactionsOriginal arrangement:
Users went to office counter paid cash for adding Laser-Printing (LP) units
No Service outside the counter office hours
Shortcomings–People queued up for service at the counterNo service outside office hours (commonly needed by postgraduates) Staff costs in entertaining requests
© Copyright 2004 The University of Hong Kong Computer Centre <11>
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Example Case 2 (cont’d) –Purchase of Laser-Printing unitsEnhancements required –
Service to be available anytime at workstations
Arrangement with the Use of ICT: Users add LP units via Web at workstations pay at the workstations by credit cards
payment confirmation by digital signaturepayment settled using e-platform of banks
LP units added right away through e-transactions
Resulted services –Users are very happy for the convenienceResource for counter substantially reduced
price reduction of LP much improved service from users’ view
© Copyright 2004 The University of Hong Kong Computer Centre <12>
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© Copyright 2004 The University of Hong Kong Computer Centre <13>
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Portal –a New development direction for Service Delivery Enhancements
Portal provides an intuitive, convenient, customizable but consistent web interface to services supported by different providers
For individual user, his portal isPersonalizedUser CustomizableSingle sign-on for all servicesUnifying all services need and interested
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Example - HKU PortalSingle login step
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Example - HKU Portal (cont’d)
Portal : single web interface for various services and information
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Example - HKU Portal (cont’d)
Portal : no more login is needed for email and other services after entering HKU Portal
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Example - HKU Portal (cont’d)
Portal : different users can select different services
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Example - HKU Portal (cont’d)Portal : users are given relevant information
MyLibrary, My Department, My WebCT courses
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Example - HKU Portal (cont’d)Staff Usage
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Example - HKU Portal (cont’d)Student Usage
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Enhancing Service Delivery through the use of ICTFinal Remarks
Consider needs from users’ perspective Use popular platform(s)
e.g. web & Internet, mobile phone, e-banking services, etc.
Create incentives for usersKeep in mind the concept of Portal for long term aggregation of different services Experience sharing and exchange of ideasFrom ideas to functional enhancements