1. Copyright: Hamilton College 2006 Doing more with less: Finding solutions that don’t cost a bundle Presenters: Debbora (Debby) Quayle – Help Desk & Training Karen Schaffer – Desktop Integration (Installations) Krista Siniscarco – Instructional Technology Support

2. Copyright: Hamilton College 2006 Hamilton at a glance Private liberal arts college 1750 undergraduate students IT department –27 members Web Services (2) Network & Telephone Services (4) Instructional Technology Support (7) Desktop Integration Services (3) Central Information Services (5) Help Desk & Training (4) VP & Office Assistant (2)

3. Copyright: Hamilton College 2006 How to manage growing demand for support and services at a time when…..

4. Copyright: Hamilton College 2006 This is your team (or department)

5. Copyright: Hamilton College 2006 And this is your work load

6. Copyright: Hamilton College 2006 The first solution everyone thinks of is…

7. Copyright: Hamilton College 2006 More Help!!

8. Copyright: Hamilton College 2006 And yet… Adding staff is not an option Budgets are flat or shrinking Other constraints prohibit it

9. Copyright: Hamilton College 2006 The unthinkable Cut back or change our services

10. Copyright: Hamilton College 2006 The usual objections Runs counter to our mission Lose value in the eyes of our clients Don’t know where to start It won’t be enough

11. Copyright: Hamilton College 2006 If we don’t cut back or change Demand will still increase Long work hours will continue Turn-around times won’t improve Quality will go down Less able to respond to emergencies

12. Copyright: Hamilton College 2006 What we did The technique we used –Problem analysis – identify the time sinks –List all our options –Identify the stakeholders –Develop solutions & include the stakeholders –Implement and evaluate Examples in three different support areas

13. Copyright: Hamilton College 2006 Instructional Technology Support

14. Copyright: Hamilton College 2006 Our Services at a Glance Technology Enhanced (TE) Classrooms –70 TE classrooms –48 dual platform, 22 Mac only –Courses, special events & presentations –2 professional staff, 25 students –2 departments - ITS & A/V

15. Copyright: Hamilton College 2006 The Problems # of classrooms . Demand/usage from users . Requests for support . # of staff, stays the same. Training student staff.

16. Copyright: Hamilton College 2006 Bottlenecks/Time Sinks Uneven division of labor Inconsistency in hardware/software “Emergency” support S tudents’ responsibilities –cross-platform, labs & classrooms 2 departments responsible for space

17. Copyright: Hamilton College 2006 Stakeholders Faculty & Students Administration & Guests Student Staff (STCs) Professional Staff (ITS & A/V)

18. Copyright: Hamilton College 2006 Options Staffing –Hire more –Reallocate existing  Level of Service Outreach to Campus

19. Copyright: Hamilton College 2006 Solutions Reallocation of staff –Professional staff –Student staff Coordination with A/V Departmentally supported spaces Outreach to faculty & administration

20. Copyright: Hamilton College 2006 Results Consistency & compatibility  “Emergency” support calls STCs better trained & prepared –  in referrals to professional staff

21. Copyright: Hamilton College 2006 Our Services at a Glance Instructional design Faculty & Course support –Direct student support - multimedia projects Tailored workshops & assignments to meet learning goals –Checkpoints & support throughout semester Multimedia Presentation Center Professional & Intern staff

22. Copyright: Hamilton College 2006 Example Timeline

23. Copyright: Hamilton College 2006 The Problems  demand for service –# and intensity Resources remain constant Large gap between professional staff & STCs

24. Copyright: Hamilton College 2006 Bottlenecks/Time Sinks Resource shortage at “crunch times” Several resources that need to be evenly balanced –Each course –Throughout semester Last minute requests for support

25. Copyright: Hamilton College 2006 Stakeholders Students Faculty Interns/STCs Professional Staff

26. Copyright: Hamilton College 2006 Options Staffing –Hire more –Reallocate existing More resources  Level of Service Outreach to Campus

27. Copyright: Hamilton College 2006 Solutions Reallocation of professional staff Hire interns Outreach to faculty –Need to PLAN AHEAD Different models of support –Shifting deadlines –Alternative solutions

28. Copyright: Hamilton College 2006 Results Better allocation of resources throughout semester Better able to meet demand for support Higher quality in student projects More professional staff time for planning & development

29. Copyright: Hamilton College 2006 Desktop Integration Services

30. Copyright: Hamilton College 2006 Our Services at a Glance Hardware Installations Software Installations Purchasing Advanced Troubleshooting 2 professional staff - full-time 2 interns part-time – academic calendar 6 interns full-time - summer

31. Copyright: Hamilton College 2006 The Problems Due to Increases in: –Services offered and supported –Number of service requests –Computers and printers managed –Complexities of operating systems Unable to: –Meet service levels –Plan for technology changes –Build efficiencies/improve services –Backup within the team

32. Copyright: Hamilton College 2006 Bottlenecks/Time Sinks New hardware installations –Researching available options –Purchasing –Logistics of receiving, inventorying, configuring –Onsite installation –Ongoing support Training interns

33. Copyright: Hamilton College 2006 Stakeholders All Employees –Faculty most affected Top Level Management Professional Staff

34. Copyright: Hamilton College 2006 Options Hire additional staff Outsource hardware & software installations Schedule all installations during summer Hire additional interns

35. Copyright: Hamilton College 2006 Solutions Hardware installations June – August Annual hardware purchase Buy in from top level management Policy & procedures for exceptions Promoted new business model Additional student staff for summer

36. Copyright: Hamilton College 2006 Results Successfully implemented new business model & policies More time for planning & other initiatives Project compartmentalization –Focus on quality service –Standardization of hardware –Improve team morale

37. Copyright: Hamilton College 2006 Our Services at a Glance Hardware Installations Software Installations Purchasing Advanced Troubleshooting 2 professional staff - full-time 2 interns part-time – academic calendar 6 interns full-time - summer

38. Copyright: Hamilton College 2006 The Problems 2 teams providing same installation services 3 staff managing same installation services differently 2 staff managing purchasing Inconsistent services Inefficient use of resources Who to contact – confusing to clients

39. Copyright: Hamilton College 2006 Bottlenecks/Time Sinks Planning Inconsistent use of tools & technical implementations Difficult to troubleshoot advanced problems

40. Copyright: Hamilton College 2006 Stakeholders Faculty Professional staff

41. Copyright: Hamilton College 2006 Options Create a new position Reallocate position Reallocate position and redefine responsibilities Do nothing

42. Copyright: Hamilton College 2006 Solutions Redefined responsibilities & reallocated position New policies & procedures for services Planning & collaboration across teams

43. Copyright: Hamilton College 2006 Results Single point of contact Consistency & standardization of services Backup support within the team Foster an environment to strengthen and expand technical knowledge Streamline and simplify service

44. Copyright: Hamilton College 2006 Help Desk & Training Services

45. Copyright: Hamilton College 2006 Our service at a glance Phone & in-office support (students & staff) 3 full-time Help Desk professionals Help@Night (1 per shift) Support on Site (SOS) (1 per shift) Daytime student workers (2 hr./week)

46. Copyright: Hamilton College 2006 Problem & Time Sinks Drowning in spyware and viruses Call volume at an all time high Our call backlog was 3 times higher than normal No control over laptop drop-off More laptops than we could support Students frustrated by long delays Too many repeat customers Quality was suffering

47. Copyright: Hamilton College 2006 Options Discontinue our laptop service Continue to take laptops, but require appointments Have students do the remediation in our office or their rooms Provide self-help documentation

48. Copyright: Hamilton College 2006 Stakeholders Students Student workers Professional Staff

49. Copyright: Hamilton College 2006 Solution Hire temporary workers for the peak load Require appointments for assistance Have students do the work Limit service to the first two weeks of the semester (called “the grace period”)

50. Copyright: Hamilton College 2006 Solution part 2 After the grace period, appointments only if compliant –Firewall on –Anti-virus installed and up-to-date –Anti-spyware installed and up-to-date –OS patches installed and up-to-date If not compliant, provide self-help packet or use fee-based repair service Problems NOT related to compliance – full drop off service

51. Copyright: Hamilton College 2006 Including the Stakeholders Students –Announced new policy –Encouraged self-help Student workers –Trained to assist –Rehearsed the policy –Escalate difficult problems Professional staff –Developed policy as a team –Reviewed and rehearsed

52. Copyright: Hamilton College 2006 Results Sharp decline at start of semester Processed more than ever Customer satisfaction soared Less stressed Better able to respond to emergencies Time for professional development

53. Copyright: Hamilton College 2006 Implement and Evaluate Fall 2003 (Blaster) Spring 2004 Fall 2004 Spring 2005 Compliant Spring 2005 Non- Complia nt Fall 2005 Compliant Fall 2005 Non- Compliant Grace Virus/ Spyware 10035482542928 Satisfaction 85%98%97% 100% Post-Grace Virus/ Spyware 981207767634389 Satisfaction -- 89%90%100% Total Computers 306277314279458

54. Copyright: Hamilton College 2006 How to do more with less Problem analysis – identify the time sinks List ALL your options Identify the stakeholders Develop solutions & include the stakeholders Implement and evaluate

55. Copyright: Hamilton College 2006 Things that worked for us Realign teams or team member assignments (permanently or temporarily) Reallocate resources to meet peaks in demand Involve the stakeholders in the process Consider other sources of help – students and temporary workers Redefine service expectations & support models Communicate changes -- often

56. Copyright: Hamilton College 2006 How to contact us Debby Quayle (Help Desk & Training) dquayle@hamilton.edu315-859-4031 Karen Schaffer (Desktop Integration) kschaffe@hamilton.edu 315-859-4051 Krista Siniscarco (Instructional Technology Support) ksinisca@hamilton.edu315-859-4099