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Outsource This! Broaden Support and Reduce Staff Burnout Colgate University November 7, 2003

Introduction Project: Outsource Colgate’s IT Help Desk A bit about Colgate University A bit about ITS

Outline Background Gathering information Expectations… Selection Implementation Refinement Assessment (Reality) What’s next?

Background: Desktop Support Team, Spr Helpline (help desk) Hardware Repair Humanities TSA Social Sci. TSA Natural Sci. TSA Director of DST Installation Team

Background: Problems Users –Expectations not being met DST –Helpline staff burnout –Increasing need for off-hours help CIO –Resource/IT staff distribution Adding positions very limited

Background: The decision to outsource How’d it become an option How was it communicated Perceptions of the idea: –CIO: economies of scale Extended hours of service –DST: mixed –Users: mixed

Gathering information… John Stinson, Onset Consulting group –What’s out there? Types of call centers Key questions –What will best fit our needs? Never looked at on-site support options Focused on off-site call centers

Gathering information… ITS looked at 4 companies –Advantage Communications –PC Helps –Nexus –Intellimark Presentations – open to ITS & community

Selection Presentations –Open invitation –DST: set of questions –DST: detailed notes Selection meeting –Open invitation –Organized comparison

Expectations Expected… –Ramp-up time –Clear communication to community –New Help Desk would handle 60% of calls –No DST staff members tied to phone Alleviate Help Desk burnout

Implementation Late January 2003, switchover Information Transfer Escalation Strategy Effects of Reorganization

Refinement Ongoing process… Information Transfer Escalation Strategy Effects of Reorganization

Total # of Tickets Logged

Resolution Rates 2003

Assessment : Reality Reality… Ramp-up longer than expected Communication was clear, but unnoticed % of calls handled less than 60, averaged 48% –Misconception of types of calls we initially rec’d Still have one DST staff tied to phone –Has helped burnout, but not there yet… Expected… Ramp-up time Clear communication to community New Help Desk would handle 60% of calls No DST staff members tied to phone –Alleviate Help Desk burnout

Assessment: Keep it simple Reorganization of Entire ITS –Moved One Installer to other Team –Moved One TSA to other Team –Moved One Helpline Staff to other Team –Dropped TSA Model

Assessment Desktop Support Team, Spr Helpline (help desk) Hardware Repair Humanities TSA Social Sci. TSA Natural Sci. TSA Director of DST Installation Team

Assessment: Desktop Support Team Now Outsourced Help Desk ? Hardware Repair Director of DST Installation Level 2 Support

Assessment: Keep it simple Reviewed/Changed Hardware Vendor Budget Process Prevented Machine Replacement Rollout Process

Assessment: Even more variables One Staff Person Left to New Position Viruses Saturation of Network Not Printing Long Phone Hold Times High Amount of Abandoned Calls Changing Expectations of TSA Model

Assessment: Implementation Database Issues Middleman Highly Paid Clerical/Triage Staff

Assessment: Lessons Learned Make One Change at a Time Dedicated Person Managing Review More Frequently Regular Meetings with Support Staff Reduce Clerical/Middleman Don’t Remove Excess Staff until Stable Onsite Visit BEFORE Go Live Build in Flexibility to Cover Busy Periods

Assessment: What Did We Do Right? Outsourced Consultant Spent Up-front Time Preparing Materials Support From The TOP Not Allow Backdoor Entrance Relationship

Assessment: Did We Reach Goal? Customer Satisfaction Reduce Stress on Staff Better/Quicker Service

What Next? Eliminate High Paid Middle Man Easier Use of Database More Automation Built In Better Communication/Training More Control of Call Escalation/Closing

Vendor Information Advantage Communications –Prince Edward Island, Canada PC Helps –Philadelphia, Pennsylvania Nexus –Portland, Maine Intellimark –Mechanicsburg, Pennsylvania

Outline Background Gathering information Expectations… Selection Implementation Refinement Assessment (Reality) What’s next?

Questions? Contact information: –Joelle Faulks, –Cheyenne Wissenbach, –Ross Miller, –John Stinson,