Enhancing Service Delivery through The Use of ICT · VArrangement with the Use of ICT: VUsers add...

© Copyright 2004 The University of Hong Kong Computer Centre <1>

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ComputerCentre

Enhancing Service Delivery through

The Use of ICT

Ir. Dr. P.T. Ho Deputy Director, Computer Centre

The University of Hong Kong

Seminar on Promoting the Use of Information Technology in the Social Welfare Sector5 March 2004, Hong Kong


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Agenda

From ideas to functional enhancements

Two example cases

Portal – a new development direction

Final remarks


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Service Delivery Enhancements

Start from ideas : Service Delivery Enhancements

{Service Provisions, ICT deployment, Processes and approaches}


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Service Provisions – user centric views:

Defficiencies faced by clients and improvements needed Wish list of new and extended services Service Nature –

Information delivery, e-transactions or services through physical agents


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Service Delivery Enhancements ICT deployment –

Computer & Internet applicationsFixed and wireless means of communications Electronic or mechatronic devicesE-business platformsKnowledge experts in the service ICT Professionals understanding the serviceStandards adopted


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Processes and approachesEnabling the possibility – resource, facilities & knowledgeIntuitive access interface & minimum training needed Gaining user acceptance by giving benefitsBumpless (smooth) transistion

old ways remain legitimateMarketing, promotion and new culture cultivationDialogue & feedback


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Functions achieved Service Quality –

convenience and easy access, user-friendly, anytime, anywhere

Efficiency and productivityCost-savingEnvironment-friendly


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Example Case 1 –Delivery of Maintenance Service

Services provided by technicians (agents)Original arrangement:

User initiated calls by phone clerk recorded the calls request calls cumulated in batches

technicians carried out services in batches

Performance pledged - 8 hours (next day)MTTR performance achieved –

>7 hrs (by means of paper forms before 1997) ~4 hrs (by means of a computer database system)


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Example Case 1 (cont’d) –Delivery of Maintenance Service

Enhancement required –service to be completed soon after a call is logged

Arrangement with the Use of ICT:User initiate calls via Internet & Web/ or phone

input directly to database applicationstrigger technicians’ mobile phonegot by technicians using notebook PCs via Internet

Service rendered quickly

Performance pledged –Arrives site within 30 minutes

Performance achieved –arrives site within 30 minutesMTTR of 1.1 hr (2003)


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Example Case 2 –Purchase of Laser-Printing units

Services provided through e-transactionsOriginal arrangement:

Users went to office counter paid cash for adding Laser-Printing (LP) units

No Service outside the counter office hours

Shortcomings–People queued up for service at the counterNo service outside office hours (commonly needed by postgraduates) Staff costs in entertaining requests


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Example Case 2 (cont’d) –Purchase of Laser-Printing unitsEnhancements required –

Service to be available anytime at workstations

Arrangement with the Use of ICT: Users add LP units via Web at workstations pay at the workstations by credit cards

payment confirmation by digital signaturepayment settled using e-platform of banks

LP units added right away through e-transactions

Resulted services –Users are very happy for the convenienceResource for counter substantially reduced

price reduction of LP much improved service from users’ view


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ComputerCentre


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Portal –a New development direction for Service Delivery Enhancements

Portal provides an intuitive, convenient, customizable but consistent web interface to services supported by different providers

For individual user, his portal isPersonalizedUser CustomizableSingle sign-on for all servicesUnifying all services need and interested


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Example - HKU PortalSingle login step


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Example - HKU Portal (cont’d)

Portal : single web interface for various services and information


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Portal : no more login is needed for email and other services after entering HKU Portal


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Portal : different users can select different services


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Example - HKU Portal (cont’d)Portal : users are given relevant information

MyLibrary, My Department, My WebCT courses


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Example - HKU Portal (cont’d)Staff Usage


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Example - HKU Portal (cont’d)Student Usage


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Enhancing Service Delivery through the use of ICTFinal Remarks

Consider needs from users’ perspective Use popular platform(s)

e.g. web & Internet, mobile phone, e-banking services, etc.

Create incentives for usersKeep in mind the concept of Portal for long term aggregation of different services Experience sharing and exchange of ideasFrom ideas to functional enhancements

Enhancing Service Delivery through The Use of ICT · VArrangement with the Use of ICT: VUsers add...

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