InfoServices: A Multi-Channel, Multi-Tier Model For Information Service Delivery

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InfoServices A Multi-Channel, Multi-Tier Model
For Information Service Delivery

• Rowan Salt, InfoServices Team Leader

Information Services
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Griffith University / Information Services

• Griffith
• Australia gt Queensland gt Brisbane-Gold Coast
• Community of 30,000
• Multi-campus (6) environment
• Information Services
• Library, IT and Flexible Learning
• Integrated service delivery (since 1995)

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InfoServices

• History - Realignment
• Service Delivery Model
• Tier Zero (Web-based self-help)
• Tier One (Face-to-Face, Contact Centre, Digital)
• Tiers Two Three (Specialist)
• Escalation
• Operational Considerations
• Outcomes
• Future

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History

• InfoServices was established following a
  Divisional realignment during 1999-2001
• Product/Service structure
• Integration of existing service groups
• Vision, Goals and Assumptions
• Launch

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InfoServices Service Delivery Model

• Channels
• Tiers
• Escalation
• Hierarchical
• Functional
• Tools

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The Model
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Customer Escalation Path
Customers
100
20
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(No Transcript)
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Operational Considerations

• Staffing
• Training Development
• Change Management
• Cross-skilling
• Nightline

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Outcomes

• 750 increase in e-mail enquiries 2001-2004
• 11 increase in reference transactions
  2003-2004
• 1st Tier resolution rate 2004 65-90 (channels
  vary)

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Future

• ITIL (IT Infrastructure Library)
• Additional Products Services
• Continued Cross-skilling
• Service Desk Tool
• Knowledge base
• Integration, integration, integration

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Thank you

• Rowan Salt
• E-mail r.salt_at_griffith.edu.au
• Www http//www.griffith.edu.au/ins/