2008 CSU HELP DESK LEADERSHIP CONFERENCE Gather and Use Metrics Effectively Moderated by:

CSULB TECHNOLOGY HELP DESK

2008 CSU HELP DESK LEADERSHIP CONFERENCE

Gather and Use Metrics Effectively

Moderated by:

Dan Olsen

California State University, Long Beach

April 17, 2008

TECHNOLOGY HELP DESKCALIFORNIA STATE UNIVERSITY LONG BEACH


Introduction• Dan Olsen

• Background and Experience

• CSU Long Beach

• General Information

• Highly Decentralized Technology Organization

• 2 separate Divisions share IT operations

• Each College operates independent support staff

• Proliferation of Support Organizations

• Duplication of resources

• Customer confusion

• Difficult to track the point of failure



Introduction• Technology Help Desk

• History and Lesson in Organizational Behavior

• Reorganization May 1 – Office of Academic Technology

• Are we Transitive / Progressive / Regressive?

• Funding Model

• Professional Staff Salaries

• Supplies and Services

• Permanent BATS Grant Funding for Student Assistants

• Primary Operational Challenges• Multiple Sources of Support

• Multiple Locations of Business

• Call Center

• Walk-In Service Center



Introduction• Technology Help Desk

• THD Internal Organization

• Professional Staff

• Student Support Representatives

• Best Practice Hiring Program

• Federal Work Study Program

• Organizational Values (Holism)

1. Answer the Phone Fast

2. Never Give Incorrect Information

3. Positive Referral System

“We are helpful people.”

“Emphasizing the importance of the whole and the interdependence of its parts.”



Help Desk MetricsTopic #1 – Metrics Differ for Every Organization

• Identify Your Audience

• Management

• Does anybody up there really care?

• Have you ever written a report no one read?

• Internal Operations

• Accreditation Organization

• Internal Auditors

• The Public (University Community)

• Critical Thinking:

Metrics must be aligned with your organizations values!




Help Desk Metrics

Topic #2 - Data Is Created in Diverse Systems

• Call Tracking System

• Open Discussion (Remedy)

• Automated Call Distributor

• Open Discussion (CCM)

• Inbound Email Counter

• Open Discussion (MS Exchange)

• Website Counter

• Open Discussion (StatCounter.com)

• Student Timekeeping

• Open Discussion (PeopleSoft)



Help Desk Metrics

Topic #3 - Consolidating the Data

• Bringing it all together

• Excel Megaworkbook

• Hand entry of data from multiple sources

• 8 years of data

• Don’t laugh!

• A Deeper Look

• THD Data Analysis

• Do the results match our values?

• Critical Thinking:

Remember that more information is better than less!



Help Desk Metrics

Topic #4 - Presenting the Data

• Reporting

• Internal

• Management

• THD Annual Report: “5 Years and Counting”

• Time Intervals to Measure

• Years / Months / Weeks / Days

• Semesters or Quarters

• Can be difficult to identify beginning and end

• Charts and Graphs

• Examples



THD Total CasesFY 2000-01 to FY 2006-07

10,112

19,852

28,544

32,87931,441

29662 29,999

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07

FY



THD Calls Answered within 20 SecondsFY 2000-01 to FY 2006-07

93.27% 92.08% 91.44%

70.45%74.79%

77.60% 78.70%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07

FY



THD Unique Website VisitorsFY 2000-01 to FY 2006-07

12,586

34,368

47,504

63,24867,117

76,598

59,555

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07

FY



THD Total Call Handling TimeFY 2000-01 to FY 2006-07

8:39

7:11 7:12 7:22

6:436:20

7:06

0:00

1:12

2:24

3:36

4:48

6:00

7:12

8:24

9:36

2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07

FY



THD Case Volume by TypeFY 2006-07

15462

6920

2098 18031163 1089 613 249 193 126

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

18,000



Help Desk Metrics

Topic #5 - Utilizing the Data

• Resource Planning

• Staffing Requirements

• Problem Identification

• ACD Failure

• Improving Customer Self-Help

• Knowledge Base

• Web-based Instructions

• Trend Analysis

• Major Cycles

• Orientation / Beginning of the Semester / Finals


SummaryTop Metrics Topics

#1 - Different for Every Organization

#2 - Data Is Created in Diverse Systems

#3 - Consolidate the Data

#4 - Present the Data

#5 - Utilize the Data




Help Desk Metrics• Lightning Round!

• Policy - Ownership of reassigned cases

• Policy - Ensure that each case is logged

• Policy - Do you publish your statistics?

• Reporting - Is it ok to selectively report statistics?

• Reporting - Handling obsolete technology and services

• Reporting - Measuring your website’s effectiveness

• Reporting - Accurate Counting of Walk-in’s

• Reporting - Customer Satisfaction Survey data

• Reality Check - Does the HD receive General Information calls because no one else on campus answers the phone?

• Reality Check - Can the Help Desk become obsolete?



Poster Session Today!

Football and Annuities? A Unique Approach to Working With Student Assistants

*Originally presented at the EDUCAUSE Western Regional Conference

San Francisco, CA April 1, 2008

• Who: Dan Olsen, THD Manager, CSU Long Beach

• What: A unique plan for hiring and retaining students

• When: Immediately following this session and lunch

• Where: Trillium Grand Ballroom Salon C

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