Apologies for the cross posting.
Academic Services at the University of Hull have embarked on a project which
will look at the structure of the whole department and, as one of its
proposals, aims to radically change the way we provide customer support.
The change process is currently in the early stages but the initial proposal
is detailed below.
It is proposed to modernise our model of user support. The most visible
sign of this would be the relocation of the IT Help Desk in the Computer
Centre to the Brynmor Jones Library, where it would be combined with the
Libraryıs current enquiry and help facilities to provide a more accessible
and rounded service more appropriately located in the busiest building on
campus with the longest opening hours. Beyond this physical presence, we
should be aiming to make significant improvements in the day-to-day support
of those information services (such as our corporate systems, the VLE, and
the portal) which do not currently have formal user support structures. New
ways of delivering support might also entail better use of the web,
particularly Web 2.0 technologies, and other forms of digital communication,
to modernise our services. Changes of this kind should all be geared to
improving the user experience. This re-thinking of our support model might
result in the amalgamation of some teams in the Library with the Customer
Support group in Computing Services.ı
Iıd like to stress that this is an internal initiative and is not being
forced upon us by the University. It is a proposal that has come from
within and one that is being made from a position of strength. That being
said we are aware that it is a major change and is one that we must get
right.
With this in mind weıd be interested in hearing from anyone who has had
recent experience of a similar exercise, whether they have proven a success
or not. Weıd like to know what went right for you, what didnıt quite go as
expected, any successful and sustainable applications of new technologies
such as wikiıs, blogs etc that have really caught the customersı imagination
etc.
If any institutions have previously removed the frontline customer support
function from their IT Services area (The proposal means that our IT
Services will not now have walk in customer access) and located it elsewhere
Iıd like to know what mechanisms you have put in place for ensuring
effective communication, knowledge transfer and review between the frontline
and second or third line support/systems teams.
How have staff coped with the change ? Did you take any novel approaches to
training ? What were your timescales once a plan was formulated ?
In fact Iıd be interested in anything that you think I might find useful or
which you just want to get off your chest.
If you are especially proud of you achievements in this area then Iıd also
be interested in bringing one or two of our change coordination group down
to perhaps pay a visit. (especially if you are somewhere nice and warm).
Thanks in advance and anticipation
Regards,
Chris Awre
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Chris Awre
Integration Architect
e-Services Integration Group
University of Hull
Hull HU6 7RX
T. 01482 465441
E. [log in to unmask]
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