ATEM Victorian Branch Conference, 7 May 2004
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Transcript of ATEM Victorian Branch Conference, 7 May 2004
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www.monash.edu.au
Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash UniversityGerard Toohey, Manager Student Administration, SSSD, Monash University
Integrated services and systems at a large multi-campus institution – the Monash University experience
ATEM Victorian Branch Conference, 7 May 2004
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Why Integrated Services?
Key Result Area:
“developing quality, cost effective, client-centred mechanisms and structures for service delivery.”
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The Challenges to Integration at Monash
• Decentralised Organisational Structure
• Disparate Business Procedures
• Scale
• Geography
• Time zones
• Different Faculty/Campus Cultures
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Monash University Profile
• Nearly 50,000 Australian & international students
• 6 Australian campuses, 2 international campuses and 2 international centres
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Monash University Profile 2003: Campus
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Monash University Profile 2003: Enrolments
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Monash University: Campuses
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The Monash Vision
A virtual service centre encapsulating both physical AND online presence
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Strategic Outcomes
• Four Es: Efficacy, Efficiency, Ethicality, Elegance• Single-point of delivery for multi-channel management• Integrity• Quality
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Key Areas of Intent
Un
ivers
ity P
lan
s
Competitive advantage through the Monash student and staff customer
experience
Achieving self reliance
Preserving & building Monash image and reputation
Developing quality, cost-effective, client-centred mechanisms and structures for service delivery
Sustaining and developing Monash global operations
Support technology supported learning activities & developments
Sch
ed
ule
of
Serv
ices
Support Services Plan: 2002 - 2005 Learning & Teaching Plan Research Plans
Monash 2020K
ey R
esu
lt A
reas
D. Feedback and Quality mechanisms to monitor and improve the customer service experience
B. Integrated delivery of central, faculty and other Monash services
C. Knowledge/ information management systems across all services
A. Integrated systems to support service delivery
Portfo
lio o
f key B
usin
ess
Imp
rove-m
en
ts fo
r 2004
Performance Plans
Integrated Services Projects 2004
Caulfield Service Centre
Telephony solution for the Contact Centre
Knowledge & Inquiry Mgmt Projects 2004
Inquiry mgt system (ask.monash)
Content Management System
CRM
Quality Projects2004
Student Administration
Internal Review
HR Services Internal Review
OHS&E Compliance projects
Injury Prevention projects
Integrated Systems Projects (cont’d)Uni wide reporting Callista ConnectCredit Transfer DatabankeCart/eCommerce solutionHEIMSSyllabus + (Phase 3)OHSE SystemsMultimedia Training On-line form dev’tWeb PublishingWeb Site- restructure OdataCommunity Services Systems
Integrated Systems 2004HR SystemsAppts/Re-appts on-lineWeb based Timesheets/bankingSAP Training and EventsWorkcover & OHSEStaff Development Plans in SAPStaff Performance Plans in SAPMgrs Web based reporting Student SystemsCallista business improvementsScholarships and SponsorshipsCallista Research ModuleOn-line AdmissionsFees Subsystem Roll out of Course Rules Module, Course Completion, Graduations projectFurther roll out Progression module
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INTEGRATED SERVICE
Building blocks for Integrated Service
KM/IM Strategy
Quality Initiatives
Systems Integration
Infrastructure
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INTEGRATED SERVICE
Building blocks for Integrated Service
KM/IM Strateg
y
Quality Initiativ
es
Systems Integrati
on
Infrastructure
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What is Integrated Service Delivery?
A single point of delivery when and where the student needs it via• counters (Service Centres)• telephone• email• websites • on-line facilities such as WES and eServices• ask.monash (inquiry management system)
Example:The Caulfield Service Centre delivers Student Admin services plus services for the faculties of Business and Economics, Information Technology and Art & Design together with Monash International. The ITS Helpdesk has also co-located in the Centre.
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Integrated Service Delivery
Enablers• Business model that includes SCM, SLAs, KPIs• Champions of the vision• Commitment from stakeholders• Ongoing discourse with University’s strategy
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Integrated Service Delivery
Blockers• Disparate business processes for some functions• Need to achieve short term cost efficiencies• No cohesive information management strategy• Identify management issues with matching right
information to the right people• Problems with influences over whole university
service strategy
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KM/IM Strategy
Knowledge Management – Tom Davenport
“…knowledge management has to be "baked into" the job. It's got to be part of the fabric of the work to import knowledge when it's needed and export it to the rest of the organization when it's created or acquired.”
• Attention: Is it worthy of somebody’s attention?
• Appetite: Is it something people are hungry for?
• Affiliation: Are others willing to share the knowledge with others?
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Quality Initiatives
• Student Administration & Systems Internal Review 2004
• AUQA Audit 2005/6
• SLAs
• KPIs
• Operational metrics
• Satisfaction Measures (Surveys etc)
• Performance Management Scheme
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Infrastructure: Campus Service Centres
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Infrastructure: Caulfield Service Centre
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Infrastructure: Caulfield Service Centre
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Infrastructure: Caulfield Service Centre
Services ProvidedProduce • Academic transcripts• Student letters• ID Cards• Travel concessions
Process• Student forms• Enrolments• Payments
Provide general information & advice on
• Admissions• Courses• Examinations• Graduations• Scholarships• Fees
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Infrastructure: Business Units
KEY CLIENTS
Current
Students
Prospective
Students
Public
Alumni
Faculty Student
Services Staff
Academic Staff
KEY CLIENTS
VTAC
ATO
DEST
Faculty Managers and
Officers
Other Central Admin
Monash International
Monyx
Monash Research Graduate
School
University Committees
Mainly Bulk Correspondence
Student Administration
ManagerGerard Toohey
Admissions Enrolments
Fees Scholarships
Timetable Systems
Client Services
ManagerTerry Hogan
Service Centres
Call CentresExaminations Graduations
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Infrastructure: Services & Systems Group, SSS
Student Administration
• Admissions
• Scholarships
• Enrolments
• Fees
• Timetable Systems
Client Services
• Exams
• Graduations
• Service Centres
Business Improvements Projects Team
Occupational Health Safety &
Environment
HR Services HR Systems• Application
Development & Security
• Information Management & Support
Student Systems• Web Systems
• Data Integrity
• Reporting
Records & Archives
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Systems Integration: Online Services
Web Enrolment System (WES)• Unit Enrolment (with real time update)
• Maintenance of Address details
• Access to Fee, Enrolment & Payment Details
• Viewing Results & Unofficial Academic Record
• Viewing Exam details incl. Seating, Location
Timetabling systems • Viewing personal Timetable details
• Viewing Unit-specific messages posted by academic staff
• Make changes to Lecture & Tutorial allocations (with real time update)
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Systems Integration: Online Services
my.monash - Portal • Links to cohort (Staff vs. Student) relevant online Services
• Links to personal Course & Unit information
ask.monash • Frequently Asked Questions about Student Administration processes
and policies; IT Services; Health, Safety & Environmental issues
• Inquiry submission tool to seek specific information
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my.monash: Portal
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• A web based customer self-service information and inquiry management tool for current students and staff on Australian campus
• A searchable, integrated and dynamic knowledgebase covering a range of support services
• 24/7 self-service for improved accessibility to information
• Powered by RightNow™Technologies Service Centre
Case Study: ask.monash
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ask.monash: Self-Service Knowledge Base
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ask.monash: Inquiry Tool
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ask.monash: Artificial Intelligence Response Tool
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ask.monash: Personal Inquiry Tracking
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ask.monash: Sample Inquiry with value-added service
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ask.monash: Inquiry Workflow
Tier 1 CSR receipts Incident &makes decision whether to
A. Solve (immediately)B. Investigate further
C. Refer on
C. Tier 1 CSRRefers on
B. Tier 1 CSRInvestigates
further
A. Tier 1 CSRSolves
(immediately)
UnresolvedUnresolved
Unresolved
Unresolved
Waiting
Tier 2 CSR receipts Incident &makes decision whether to
A. Solve (immediately)B. Investigate further
C. Refer on
Tier 1 CSRSolves
Waiting
Pending
Re-assigned
Re-assigned
End Usercreates andsubmits aquestion
End Userreceives anAnswer to
their Question
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Case Study: Fees Unit
Objectives• Inactivate Fees Unit inquiry email address
• Redirect Students’ ‘Fees’ inquiry activity to Caulfield Service Centre Tier 1 CSRs (processed within ask.monash)
• Fees Unit move to Tier 2 level in processing inquiries and provide a value-added service with a reduction in generic inquiries processed
• Encourage Students to ‘self-service’ their ‘Fees’ inquiries through ask.monash
• Publish relevant useful information for self-service
• Commence November 2003 with Summer Semester
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Case Study: Fees Unit
Outcomes for Dec 2003/Feb 2004• Students self-service their ‘Fees’ inquiries in ask.monash (increase of
84% in Fees type Answers Viewed)
• CSC (Tier 1) resolve 1,087 Fees inquiries through ask.monash
• Fees Unit (Tier 2) resolve 57 Fees inquiries through ask.monash
2002 2002/2003 2003/2004
Jan Feb Dec Jan Feb Dec Jan Feb
Phone na na 1,318 1,098 na 275 633 1,214
Email - Fees 354 954 201 2,077 2,974 0 0 0
Self-Service na na 229 727 736 688 3,170 6,792
Tier 1 – CSC na na 7 37 41 145 429 513
Tier 2 – Fees na na 2 9 1 13 17 27
Tier 2 – Other na na 6 14 12
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ask.monash: Performance in 2003
Key Statistics• Customers (Current Students & Staff)• Answers Viewed (Self-Service)• Incidents Submitted (Inquiry Management)• Inquiry Management Performance
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Customer Profile: Staff & Student
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System Activity: Monthly
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System Activity: Category
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System Activity for ‘Student Administration’ 2003
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Top 14 Answers Viewed in 2003: All Categories
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Site Activity: Answers Viewed
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Incident Management: All Categories
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Incident Management: Resolution Time Tier 1
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Incident Management: Resolution Time Tier 1
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Questions
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Berwick Campus
No of Students: 1,756
Off campus 2.3%
International 16.3%
Higher degree (research) 1.0%
Other postgraduate 0%
Undergraduate 99.0%
Location: Melbourne (Outer Urban)
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Caulfield Campus
No of Students: 12,841
Off campus 9.8%
International 35.2%
Higher degree (research) 3.2%
Other postgraduate 36.7%
Undergraduate 60.2%
Location: Melbourne (Urban)
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Clayton Campus
No of Students: 21,906
Off campus 7.5%
International 17.6%
Higher degree (research)10.1%
Other postgraduate 17.5%
Undergraduate 72.3%
Location: Melbourne (Urban)
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Gippsland Campus
No of Students: 7,620
Off campus 71.9%
International 35.5%
Higher degree (research) 1.0%
Other postgraduate 20.0%
Undergraduate 79.0%
Location: Churchill (Rural)
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Parkville Campus
No of Students: 912
Off campus 5.0%
International 12.0%
Higher degree (research) 5.0%
Other postgraduate 8.0%
Undergraduate 87.0%
Location: Melbourne (Inner City)
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Peninsula Campus
No of Students: 3,125
Off campus 2.0%
International 13.0%
Higher degree (research) 1.0%
Other postgraduate 8.0%
Undergraduate 91.0%
Location: Frankston (Outer Urban)
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Malaysia Campus
No of Students: 1,779
Location: Bandar Sunway, KL
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Monash South Africa
No of Students:
235**Students enrolled in award courses
Location: Roodepoort, Johannesburg
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London Centre
Location: The Strand, London
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Prato Centre
Location: Prato, Tuscany, Italy