Presented by: Student Information Centre (SIC), Swinburne University

The SIC Technological Consultative Group: Ray Chan Siu-Ching Fong & Hwee-Ting Lee

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

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.

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)

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

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

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

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

Ask George – Screen ShotScreen Shot

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

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

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

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

Search for a Record

Search Result Page

Reports

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

WIKI (continued) Resources

ITS expertise Staff feedback and contribution

Outcome More user-friendly website Less frustration and time wasted Provide statistical report

WIKI (Home Page)

Example of a Topic

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

Conclusions

Lessons Learnt Things To Consider Q& As

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

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

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

Can We Fix It?

Yes we can! BUT….

With Support

Questions ?

Thank You