1. Student Services Help Desk Solutions
Technological and Organizational Strategies for Student Information Support

2. Lee Buentello Dell International Technical Support Manager 2000 – 2007
ACC Information Technology Help Desk Manager 2007 – 2014
ACC Student Services Help Desk Manager 2014 – 2016
ACC Student Services Director 2016 – Present

3. Who is Austin Community College?
ACC was founded on September 17, 1973
Rio Grande 1st campus
Currently we have 11 campuses in Austin, Texas and the surrounding areas
Cypress Creek (Cedar Park, TX)
Eastview
Elgin (Elgin, TX)
Hays (Kyle, TX)
Highland
Northridge
Pinnacle
Rio Grande
Riverside
Round Rock (Round Rock, TX)
South Austin
San Gabriel Campus (Leander, TX) Opening in Fall of 2018

4. Student Enrollment Fall 2016 enrollment 41,543
Full Time Student ratio = 22%
Part Time Student ratio = 78%
Male 45.1%
Female 54.9%

5. Mission Statement:
The Student Services Help Desk provides First Time Resolution support for Current, Former, and Future Austin Community College students regarding all Student Services related inquiries. We are committed to providing excellent customer service while maintaining streamlined processes and using technology to improve procedures. Management tracks phone, , and live chat statistics and provides operational analyses. Current staff of seven full-time and ten hourly employees process over 250,000 inquiries.

6. Detailed Description:
Pioneering Guided Pathways methodology:
ACC recognized the need to consolidate and streamline student
services for students.
Single Point of Contact:
The college set a goal to provide immediate support and information in a Telephone Help Desk instead of requiring campus visits to multiple departments.
Phone Support, Live Chat, and
The Student Services Help Desk supports the full implementation of Guided Pathways and leads the way with multiple-touch solutions offered: Phone Support, Live Chat, and .

7. Situation: Disjointed student services
Challenge for students to find information in one place (college has multiple campuses)

8. Proposed Solution: Embracing technology
Consolidating traditionally segmented departments
Providing an enhanced experience for our students
Adopted data based decision making
Establishment of metrics

9. Steps Involved: Adopted and enhanced cross departmental training
Decentralized operations to enhance greater efficiencies for Guided Pathways Initiatives
Introduction of live chat to stay abreast to modern communication methods

10. Benefits: If you can’t measure it, you can’t manage it.
Detailed tracking of phone, , and live chat volumes allows for detailed operations reviews
Weekly, monthly, quarterly, and yearly data is tracked and reported
Goal Setting for Profit vs. Non Profit:
Surpassed non-profit service level goals and are approaching for-profit efficiencies
Increased First Time Resolution
Level II Queues were established:
Admissions and Records, Financial Aid, and Cashier Office Specialists were introduced into the queue to complete the closed loop process, while enhancing the Student Experience

11. Potential Obstacles: Changing existing culture
Adopting new technologies
Funding
Space Allocation

12. Learning Outcomes:
Learning outcome- Data Driven Decision based solutions
Learning outcome- Using Technology to streamline processes
Learning outcome- Removing silo based organizations while increasing institutional (Tribal) knowledge and resources

13. Data

14. Executive Summary Goals and Results for FY17
Gain Additional Clearance for Greater Efficiencies:
Recommended that the SS Help Desk Staff gain additional clearance to applications and screens for greater efficiencies.
The necessary access has since been established, resulting in a decreased transfer rate from 22% to 20.6% in the two weeks following training. Current Transfer Rate has lowered to 18%
Converting from Cisco UCCX (End of Life) to Cisco Finesse:
Recommended a review and reprogramming of the Call Center for Student Services compliance, quality assurance, and
enhanced utilization of our queue’s skillset routing.
The SS Help Desk Call Center Conversion took place on 2/10/17; however, some functionality issues remained
unresolved. The automatic programming of weekend college hours of operations was not completed until 6/24/17.
Additionally, management has lost the ability to monitor calls. A ticket is still in place for this issue.
Advising Level II Subject Matter Experts:
Recommended the establishment of a streamlined transfer process to dedicated Level II Advising Subject Matter Experts in an
effort to increase efficiencies while resolving the student’s issue the first time they call.
The Advising Level II Queue was launched as of 5/15/17. Full time advisors are currently operating the queue on Mondays 5 pm- 7 pm and Saturdays 10 am- 4 pm. Interviews have been held for hourly advisors to staff the queue during all Student Services Hours of Operations until full time advisors are hired in Fall 2017.

15. Overall English Volume YTD FY17

16. Overall Spanish Volume YTD FY17

17. Overall Live Chat Volume YTD FY17

18. Overall Live Chat Categories YTD FY17

19. Overall Email Volume YTD FY17

20. Overall Level I Performance YTD FY17

21. Level II Performance YTD FY17

22. Cashier Level II Call Volume YTD FY17

23. Financial Aid Level II Call Volume YTD FY17

24. Veterans Affairs Call Volume YTD FY17

25. Admissions & Records Level II Call Volume YTD FY17

26. Overall Level II Call Volume YTD FY17

27. SS Help Desk Level II Call Volumes YTD FY17

28. Level II Transfer Rates YTD FY17

29. Level I vs. Level II Transfer Rates YTD FY17

30. Questions and Answers