1. 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 DESK CALIFORNIA STATE UNIVERSITY LONG BEACH

2. CSULB TECHNOLOGY HELP DESK 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 TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH

3. CSULB TECHNOLOGY HELP DESK 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 TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH

4. CSULB TECHNOLOGY HELP DESK 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.” TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH

5. CSULB TECHNOLOGY HELP DESK Help Desk Metrics Topic #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! TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH

6. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH 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)

7. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH 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!

8. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH 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

9. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH THD Total Cases FY 2000-01 to FY 2006-07

10. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH THD Calls Answered within 20 Seconds FY 2000-01 to FY 2006-07

11. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH THD Unique Website Visitors FY 2000-01 to FY 2006-07

12. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH THD Total Call Handling Time FY 2000-01 to FY 2006-07

13. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH THD Case Volume by Type FY 2006-07

14. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH 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

15. CSULB TECHNOLOGY HELP DESK Summary Top 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 TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH

16. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH 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?

17. CSULB TECHNOLOGY HELP DESK TECHNOLOGY HELP DESK CALIFORNIA STATE UNIVERSITY LONG BEACH 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