Integrated Service Delivery Information Services

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Integrated Service Delivery Information Services

• Judy Bromage
• Wendy Balachandran

Information Services
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• History Integrated Service Desk
• Established at Nathan Semester 1, 1996.
• One stop shop merging Reference and
  Computing Help desk
• Enquiry Services Team formed newly recruited
• Faculty Services Team formed existing staff
• Integrated desks established at Logan and Gold
  Coast

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• History Integrated Service Desk cont
• Reflections

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• Realignment - 2000
• Establishment of InfoServices

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InfoServicesOrganisational Structure
Team Leader InfoServices Desk NA/MG/SB
Team Leader InfoServices Desk GC/LO
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• Realignment 2000
• Standardisation of service delivery across all
  channels and campuses
• Single point of contact for all of INS products
  and services

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InfoServices Model

• Griffith web pages

Self Help

• Computer enquiries
• Reference enquiries
• Lending
• Course bookings
• Travelling trainer bookings
• Learning _at_Griffith
• Common Use Labs
• NightLine

• InfoServices Desk
• all campuses
• Roving support

Face to Face

• Ask InfoServices (email)
• InfoServices_at_ (email)
• Virtual Chat

Telephone Contact Centre
Virtual
Reference Modems Desk top support Learning_at_Griffit
h Postmaster Netcheck

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Enquiry Types
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• Present and Future
• Integrated service delivery covering all
  Information Services products
• To deliver this strategic decision a review of
  our systems, processes and the skill base of the
  people were undertaken.

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• Systems
• Procurement of a state of the art Service Desk
  Tool
• CA Unicenter

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• Processes
• Implementation of ITIL managed and automated
  workflow
• Development of a knowledgebase
• RFI (Request for information) management system

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• People
• Major review of the Best Practice Work Methods
• Scripting within the tool to assist with problem
  analysis and diagnosis
• Staff training in tool/system/processes

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• Objectives
• Improved resolution
• Better reporting that informs planning
• Solutions that are consistent and repeatable
• Clients are able to log jobs and check progress
• Self-help clients will have access to knowledge
  base

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• Objectives cont.
• Service catalogue
• SLAs/OLAs between INS and heads of schools
• Qualitative and quantitative data
• End to end solutions
• Measurement of client satisfaction

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Recruiting and Training Staff for Integrated
Service Delivery

• Wendy Balachandran

Information Services
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• Recruitment
• Consider the image and customer experience you
  wish to achieve holistically
• Identify the personal attributes most likely to
  deliver these objectives
• Ensure the position description and
  advertisement reflect these requirements

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• Selection
• Use questions that demonstrate the psychological
  maturity and job maturity of the potential
  candidate
• Use tools such as Personality Profiling to match
  candidates with personal attributes identified
  for the role
• Use real life situations as Role Plays
• Look for clear understanding of the principles of
  providing quality client service logistical vs
  attitudinal needs
• Recruit the attitude train the rest

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• Training
• Identify the training required, develop
  training material and training plan
• Use a combination of learning methods self
  paced, class room, hands on, buddy/mentor,
  experiential
• Outline the objectives of training, method of
  assessment and competency level expected to be
  achieved
• Provide feedback after completion of every
  module and use action plan if required to improve
  identified areas
• Encourage the right behaviour avoid having to
  punish the wrong-ensure the training plan
  represents this strategy

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• Managing Performance
• Set and agree upon key result areas,targets and
  frequency of performance reviews
• Identify measurement tool - transparent and non
  manipulative
• Communicate results and identify improvement
  opportunities
• Support your assessment with qualitative/quantit
  ative data
• Use an Action Plan to identify improvement
  area, the degree of improvement required, the
  resources available to help achieve it and the
  date of next review

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• Managing Performance (cont.)
• Understand the co-worker style
• Consider the style type in the leadership you
  provide the co-worker
• Involvement equals commitment - engage them
  wherever possible in changes to systems/processes
  and service offering
• Manage pro-actively recognise the first signs
  -talk to them about your concerns
• Do what you say you will do if not tell them
  why