[26530] in resnet
Streamlining Support Resources - WCU presentation followup
daemon@ATHENA.MIT.EDU (Andy Voelker)
Wed Jun 22 10:18:37 2011
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Message-ID: <CA2770E6.B3BC%avoelker@wcu.edu>
Date: Wed, 22 Jun 2011 10:13:58 -0400
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From: Andy Voelker <avoelker@email.wcu.edu>
To: RESNET-L@listserv.nd.edu
I wanted to follow up on our presentation entitled "Streamlining Support Resources in a Whitewater Economy." The main point of the presentation during its inception was essentially how to stretch your budgets farther and gain more efficiency in areas of support. At the same time, we pulled data to justify gaining more resources to help ensure the success of our changes. We got the money we asked for, so we put those parts in the presentation. However, I now realize that it did in fact go against the title a bit. I'm glad everyone enjoyed the presentation, but to make sure I supply what I promised I wanted to highlight the following points.
1. The first step to streamlining support resources is to cut down on the number of support locations. Each of these has to be staffed, and each could be competing with each other for business. Our campus isn't huge, so it isn't too inconvenient for a student to go the extra half mile. Studies show that it was worth the extra walk as long as you knew that was were you needed to be going. We had 6 support locations serving lab management, equipment checkout, software training, computer repair, phone support, and hardware support. Consolidating all of these into one location took away the overhead of staffing 6 locations for the greater part of the day. It also reduced run-around and sent a clear message to the students about where to gain support. Out of that efficiency, the repair shop was able to give the check-in, check-out, and check-on services to the central walk-up counter, and focus solely on repairs. This leverages their skills at fixing and the counter's sk!
ills at customer service better. Also equipment needs will likely drop. You won't need to maintain a printer in each location, for instance. Advertisements websites, and other communications also can now all focus on one location. Funding requests can also gain more weight because it now represents a larger group, who supports and represents a larger community.
2. The second is cross-training and staffing. Most likely payroll is any support center's biggest expense. A lot of statistics are involved in staffing and you have to look at the data to support your decisions. Do a graph that shows the curve of when your business happens most. If there is usually a spike in business from 11am to 2pm, staff heavily during this time and ease the shift at 2pm. Sure, there will be random spikes in traffic that come completely unexpected. That's why you should cross train the people that do hardware and software repairs to help out at the front counter. If a spike happens, they can run out and help. If this happens too often you can just add more staff during this time, but you may find that you can cut down on hours worked just waiting for business to happen. This also unifies the department and gives everyone a better idea of how the whole machine runs.
3. Pull data to justify your needs. I'm sure some of you are thinking "But there's nowhere for us to all consolidate". Trust me, I've been there. IT here is spread across 6 basements on our campus. Spend a few awful days doing a cost analysis on consolidation covering every aspect. Run-around, payroll, equipment, hours, advertisements, web site, branding, electricity, everything that could be a cost. Crunch every number possible and present it to everyone with any decision-making capability. During this tough financial time, saving tens of thousands of dollars while improving the student experience is a tough cookie to ignore.
Had we not gotten any of the money we requested, following these steps would have helped our services significantly. #1 and #2 were essential steps that we took before we were granted any money. We had to be creative with furniture and keys for a while, but it helped us with #3 in justifying our needs. You could always try out #1 and #2 and use the feedback to show that you are headed in a good direction. After starting down this path we peaked the interest of the Chancellor, who granted us the renovation money. In turn it peaked the interest of the Executive Council, the Board of Trustees, and even the president of the UNC System (who is responsible for 16 schools across the state). His words to us upon seeing the place were "Next time I come back, it will be bigger."
Thanks to everyone who participated and gave feedback. I'd be happy to respond to emails or even have web meetings with anyone who is interested in more information. I really enjoyed talking with everyone and bouncing ideas off each other.
-- Andy Voelker
Manager of Student Computing in the Technology Commons
Western Carolina University
Be sure to check out the WCU TechTips Podcast at http://www.youtube.com/WesternCarolinaU!!
Check the status of your IT requests at any time at http://help.wcu.edu/ !
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