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
