mining administrative gold: collaborating cross-campus to find, organize, and share resources
TRANSCRIPT
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Mining Administrative Gold:Collaborating Cross-Campus to
Find, Organize, and Share Resources
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Mining Administrative GoldPanel of Presenters
John McBride– Texas State University Human Resources Director
Suzanne White
– Organization Development &Training Consultant Patricia Prado
– Executive Assistant: VP for Finance and Support Services Mark Leamons
– Texas State HR Information Systems Specialist
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What are we going to show you today?
A Simple but Extremely Powerful
Concept You Can Use to
Increase the
Effectiveness and Efficiency
of your
Administrative Support Staff
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We Suggest….Capture your “Aha’s!”
Jot down your questions for Q&A
Note the acronyms and other information
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Considered Conditions Impacting Customer Service
Implemented new Financial & HR System
Decentralized support staff used resources inconsistently, ineffectively, inefficiently
Some staff reluctant to use new resources
No centralized, targeted training
Resources not apparent or easily accessible
Back office resource providers frustrated with front office users
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First Thoughts...
Find a way to develop and implement a comprehensive training program
Use North Carolina State’s model: A 4-day program that addressed critical business processes, such as– HR– Accounting– Budgeting– IT Security– Police & Parking
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Had SomeOverwhelming Constraints
Limited budgetNo professional trainers on staffExtremely lean staff with heavy
workloads
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A Possible Solution…
Appeal to the President’s Cabinet to fund a training program
If funded, retain a consultant to develop and implement the program
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Gained Support & Assistance
Gained President’s Cabinet supportRetained Consultant Suzanne White
to develop and implement an Administrative Support Staff Program
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Clarified Expectations
4-day comprehensive training program on University’s Business Processes/Services
Research & Use NCSU’s model: QuickStart: University Business Practices Program
Divide Project into Four Phases
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Project’s Four Phases
Phase 1Lay Groundwork
Phase 2 Collect & Analyze Data
Phase 3 Design Program
Phase 4 Produce and Evaluate Program
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Phase 1: Laid Groundwork for Program
Drafted the Project’s… – Vision
– Mission
– Goals
– Desired Outcomes
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Vision Informed, Resourceful
Texas State University Support Staff
MissionProvide support staff information about
the business processes, electronic applications, and other tools
available on campus
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Project’s Primary Goal
Identify the most cost-effective means to identify, organize, and share Support Staff Resources
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Desired Outcomes….
University’s Support Staff willHave access to information and
processes they need to do exemplary work
Know when and how to use resources effectively and efficiently
Establish better working relationships with other staff, campus-wide
Increase customer satisfaction
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Compared Texas State University to North Carolina State University
Texas State NCSU
Funding
Sources
1. Legislative General Revenue Appropriations
2. Tuition & Fees
3. Endowments
1. State Appropriations
2. Tuition and Fees
3. Endowments (56%)
$1.3 BILLION!!! in 2009
Training/OD
Departments
*No Training Department
*Decentralized: Individual departments provide
Training & Development
*Sophisticated T&D Dept.
*Cost-Recovery System
*5 fulltime T&D consultants
Systems
in Place
Professional Dev’t Office provides help with
registration and logistics
1. Program Development
2. Registration/Attendance
3. Certification Programs
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Interviewed Key PlayersDirector of Institutional Effectiveness
– What tools were available for surveying administrative assistants?
AVP for Instructional Technologies Support and AVP for Academic Affairs – What resources were available for
presenters?The Six Executive Assistants
– What were their insights?
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Executive Assistant’s Advice…
1-day in length, 3 times a yearEach Division would provide an overview
of its departments and operationsVarious departments would produce the
program– HR- Set agenda/Coordinate presenters– Professional Development- Handle Logistics– Student Affairs- Moderate/Facilitate Events
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Texas State’s Constraints
Skeletal Staffing– Unlikely to get Managerial/Supervisory support– Unlikely to get Department Reps to present– Staff unlikely to attend a 4-day program– Cost prohibitive to hire temps
$10/hour x 8 hours = $80 x 4days = $320/temp/admin
$320 x 25 admins attending each 4 day program = $8000
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End of Phase 1
Presented rationale why NCSU’s 4-Day program may not be feasible
Drafted Vision, Mission, Goals, Desired Outcomes for Program
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Phase 2:
Collect & Analyze Data:
What do the admins want?
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Surveyed All Support Staff
Drafted a survey & EA’s edited itInstitutional Effectiveness Office
formated, administered, collected dataAnalyzed and summarized data
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Support Staff Provided Feedback
70% of the support staff
responded to the survey!
Why such a response high rate?1.EA’s emailed their Division’s Admins
2.Support Staff wanted provisions
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Support Staff Reported Need for a Website with Links to Resources
48% reported they search online for the resources they need, but, as one person suggested,
“From a new employee standpoint, a single link on the front page of the university
website that told you where to find information would be great.”
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Others suggested…
“One website that lists all the items an AA might require, listed alphabetically or by category and then (linked) to the particular department or office which owns the process.”
and
“Is there a possibility of an A-Z index being added to the Texas State homepage for easy access for locating specific items or information?”
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Support Staff ConfirmedTheir Need to Learn about the
Wide Array of Resources
One person pointed out,
“…each (admin) has to learn different tasks for different situations with different priorities…. Whatever emerges should accommodate all these differences….”
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Half or More Respondents Indicated the Same Topics of Interest
Division of Finance and Support Services– Financial Services – accounts payable, travel, purchasing, payroll, moves
and events
– Auxiliary Services – IDs, catering, printing, mail, vending, Bobcat tram
– Budget Office – budget development, budget reports
– Facilities – work requests, construction projects, recycling
– Environmental Health Safety and Risk Management – safety, insurance, Workers Compensation
– Human Resource – Master Data Center, employment, classification/compensation, benefits, leave and time, retirement work/life, dispute resolution, employee assistance program
Division of Information Technology– Reporting/resolving problems with computers, network connections,
phones, classroom technology
– Software training, including SAP (the online Finance & Human Resource related services)
– TRACS: the online teaching, research, and collaboration system
– IT Security
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Topics of Interest, Continued
Office of the President– Audits and Analysis – ethics, compliance– Equity and Access – hiring process, EEO Training– University Attorney – compliance, legal matters
Office of the Provost/ Division of Academic Affairs– Registrar – class scheduling, grade rosters, administrative change
forms– Marketing – logos and developing brochures
Division of Student Affairs– Career Services – student employment services, career planning
services.– University Police Department – criminal activity, safety and crime
prevention programs, parking facilities and services and university keys.
University Advancement– (None in top 17)
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The Big Question:
How can we address such varied needs effectively with the university’s constraints?
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HR Director and ConsultantRenegotiated/Redefined
Project’s Deliverables
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Recommended New Products
A Support Staff Resource Website:All resources at a single location
and
A Support Staff Resource Fair:Staff & Dept. Reps Networking Opportunities
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Began Developing Resource Website: Each Executive Assistant
Collected Her Division’s Resources
Resource URL Office/Dept Phone # Training Information
Resulted in a7-page, 10 point-font, single-spaced
List of Resources
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In the meantime, Consultant
Attended university’s website design class Discussed creating the website with the
University’s WebmasterFollowed his advice: Asked HR Director to
identify staff to develop and maintain the website
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HR staff identified to develop the
Support Staff Resources Website
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The 3 HR Site Developers
Met with HR Director and Consultant to learn the site’s purpose
Used EA’s list of resources to create site’s main page, arranging the resources by Division
Later, created site’s page arranging the resources A-Z
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Developing the Other Initiative:The 1st Support Staff Resource Fair
Needed a Cross-Campus Committee to
Participate in Development
and
Prepare to Oversee
Recurring SSR Fairs
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Getting Support for anAdministrative Support Staff Committee to
Oversee Resource Fairs
Consultant wrote rationale for an ASSC HR Director advocated for establishing the
ASSC to his Vice President VP recommended chartering the Committee to
President’s Cabinet EA’s recommended members: 1 or 2 from each
Division including Admins I to Admins IV President’s Cabinet chartered the Committee
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The
Administrative Support Staff Committee
chartered to
♦ Organize Resource Sharing Events ♦
♦ Oversee the Website ♦
ASSC Co-Leaders John McBride Floyd Quinn
ASSC MembersBret Adams Lisha Barker Sue Hall Linda Arredondo Dixie Burge Melinda OlivoEthel Banks Cynthia Darling Ana Webb Facilitator – Suzanne White
ASSC Executive Sponsor Bill Nance
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The Administrative Support Staff Committee
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Organizing the ASSC
Began with a Team Building Meeting and shared mission
Consultant facilitated weekly ASSC meetings with agendas to ensured timely progress producing 1st Fair
Engaged Website Developers with ASSC
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Consultant’s Role in Phase 4Orchestrated & Created Systems/Templates for
The 1st SSR Fair
Created Systems– Presenter/Department Rep selection process– Communications systems– Assigning/Tracking ASSC roles/responsibilities– Registration process
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Consultant’s Role in Phase 4Orchestrated & Created Systems/Templates for
The 1st SSR Fair
Created Templates, Documents …– Fair Agenda– Presenters’ & Dept. Reps’ Logistics– Exercises & Job Aids for Participants– PowerPoints
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Consultant’s Role in Phase 4 After the 1st SSR Fair
Administered, analyzed a Post-Fair Survey with the Institutional Effectiveness Office
Prepared Report from SSR Fair Participant Feedback
Facilitated a Post-Fair ASSC meetingPassed the Torch to ASSC
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Consultant’s Keys forAny Organization-Wide Endeavor
Ensure Executive Support
Base Decisions on Data
Identify & Engage Key Players
Empower Players
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Patricia PradoExecutive Assistant/ASSC Liaison
Serves as connection between ASSC and all Divisions’ Executive Assistants
Oversees activities of the Administrative Support Staff Committee
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Texas State University Administrative Support Staff
Over 500 Administrative AssistantsSix Executive Assistants
– President’s Office– Provost and VP for Academic Affairs– VP for Finance and Support Services– VP for Information Technology– VP for Student Affairs– VP for University Advancement
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Purpose of SSR Fairs
Provide Support Staff Opportunities
Network with Department Reps
Attend “Hot Topic” Presentations
Explore the SSR website
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Three Fairs Produced to Date
* October 2010 *
* April 2011 *
* November 2011 *
350 Admins Have Participated
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Producing an SSR Fair
Initial Planning– When?
• Dates• Timeframes
– Where?– Assign ASSC Roles/Responsibilities
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Producing an SSR Fair
Determine– Workshop Topics– Departments Reps for Networking
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Producing an SSR Fair
Arrange for– Location/AV equipment– Refreshments– Supplies– Give-Aways– Door Prizes
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Producing an SSR Fair
Communicate with– Executive Assistants– Workshop Presenters– Department Reps– Potential Attendees
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Producing an SSR FairPrepare…
– Fair Agenda and Map– Nametags
• ASSC members & Volunteers• Workshop Presenters• Department Reps
– Feedback Forms for• Attendees• Department Reps
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Logistics for one SSR@TXSTATE FairNovember 2011: LBJ Ballroom
25 Departments Represented
2 Presentations – TRAVELTracks/
Rental Car Billing– Student Info System
SSR Website: Opportunities to
– Explore the Site– Provide Feedback
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Producing an SSR Fair
Follow up Activities– Collect and Summarize Feedback– Use Feedback for Improvements– Begin Planning Next Fair
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Mark LeamonsHR Information Systems Specialist
Will tell you about the SSR Website
Worked with 3-member HR technical team to develop the SSR Website
Maintains the SSR website
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The SSR Website
WENT LIVE!At the 1st SSR Fair
October 27, 2010
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The website provides links to…
Offices, Divisions, Departments– Contact Information– Org Charts
Business Processes Services Electronic Forms Training Opportunities
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SSR Fair ParticipantsExplore the Website at the Fairs
Take hands-on tour of siteDiscuss it with developersProvide feedback
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Tour the Site
Access the Resources Website
from the
Texas State Homepage
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Click on “Expand Navigation”
↑
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Click on “Support Staff Resources” under “Faculty and Staff”
↑
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Search for Resources on the SSR Website Main Page, arranged by Division
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Note the Divisions listed across the page – Click on a Division to see its Resources
President
│Academic Affairs
│Athletics
│Finance and Support Services
│Information Technology
│Student Affairs
│University Advancement
↑
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Note the tabs near the top of the page – Click on the “Resources A to Z” tab to access
the alphabetized list of Resources
↑
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Search the Support Staff Resources “A to Z” Page
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Click on the 1st letter of the resource you seek
on the “A-Z quick link” bar
↑
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Or, Scroll Down With Your Mouse↑
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Provide Feedbackat
http://ssr.hr.txstate.edu
We Ask Users to….
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Click on the “Feedback” tab to access the feedback form
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Fill in the Form and Submit Your Ideas
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SSR Website Usage to Date
Number of “Main Page” Visits: 18,775
Number of “A-Z Page” Visits: 3,243
Number of Page Views: 22,267
Unique Visitors: 3,282
Total Visits: 13,335
Average Time on Site: 5:07 minutes
% New Visitors: 23.88%
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SSR Website Top Traffic Sources by Keywords
Procurement Card: 732 VisitsDean of Students: 670 VisitsLeave Request: 453 VisitsPayment Request: 419 VisitsTravel Tracks: 372 VisitsNew Student Worker: 324 VisitsDepartmental Deposit Form: 201 VisitsI-9: 190 Visits
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Back to John McBride….
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Staff’s Comments on the SSR Website
“I love the SSR Website… a valuable and time saving resource. Thank you! Thank you!”
“…I have found it quite helpful and it’s a site I frequent. I love the layman’s terms and the less than two click accessibility…. I don’t know why it’s taken so long to come up with this for Support Staff! Thank you bunches!”
“I only recently discovered the resources page and think it’s great…. THANKS! Keep up the good work!”
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SSR Fair Participants’ Feedback
Support Staff Say They Like
Associating faces with names and voices Mingling with knowledgeable staffGathering a variety of info in one placeAsking specific reps specific questionsFreedom to come and go as their
individual schedule permits
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Cross-Campus Impact
Resources are apparent, understood, and easily accessed
Support staff use resources more consistently, efficiently, effectively
Improved communications between resource providers and users
These improvements have raised
the quality of customer service
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Looking to The Future: Continuous Improvement
FormsGuidesManuals
ChecklistsHandbooks
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The Beauty ofSupport Staff Resource
Websites and Fairs
Applicable to any size institutionCost effectiveNeeded information is already on-handNo need for additional staffDynamic and easily updated
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Mark will demo the website before we have a discussion
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Thank You! for attending
Mining Administrative Gold!