Presentation on theme: "InfoServices: A Multi-Channel, Multi-Tier Model For Information Service Delivery Rowan Salt, InfoServices Team Leader Information Services."— Presentation transcript:
InfoServices: A Multi-Channel, Multi-Tier Model For Information Service Delivery Rowan Salt, InfoServices Team Leader Information Services
2 Griffith University / Information Services Griffith –Australia > Queensland > Brisbane-Gold Coast –Community of 30,000+ –Multi-campus (6) environment Information Services –Library, IT and Flexible Learning –Integrated service delivery (since 1995)
Information Services 3 InfoServices History - Realignment Service Delivery Model –Tier Zero (Web-based self-help) –Tier One (Face-to-Face, Contact Centre, Digital) –Tiers Two & Three (Specialist) Escalation Operational Considerations Outcomes Future
Information Services 4 History InfoServices was established following a Divisional realignment during 1999-2001 Product/Service structure Integration of existing service groups Vision, Goals and Assumptions Launch
Information Services 5 InfoServices Service Delivery Model Channels Tiers Escalation –Hierarchical –Functional Tools
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