USING EMS TO MANAGE EVENT STAFF AND SERVICES · 2018. 9. 20. · Amy Pethick | Functional...

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#EMSLIVE17 USING EMS TO MANAGE EVENT STAFF AND SERVICES October 18, 2017 Coordinating Audio-Visual Services Lori Freda | Director, Scheduling & Event Services Amy Pethick | Functional Administrator Perelman School of Medicine at the University of Pennsylvania, Space Planning & Operations

Transcript of USING EMS TO MANAGE EVENT STAFF AND SERVICES · 2018. 9. 20. · Amy Pethick | Functional...

Page 1: USING EMS TO MANAGE EVENT STAFF AND SERVICES · 2018. 9. 20. · Amy Pethick | Functional Administrator Perelman School of Medicine at the University of Pennsylvania, Space Planning

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USING EMS TO MANAGE EVENT STAFF AND SERVICES

October 18, 2017

Coordinating Audio-Visual Services

Lori Freda | Director, Scheduling & Event Services

Amy Pethick | Functional Administrator

Perelman School of Medicine at the University of Pennsylvania, Space Planning & Operations

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• EMS

• Yanni Chryssomitis and Brandi Cahill

• Eric Weckel, Executive Director of Space Planning &

Operations

• Scheduling & Event Services Team: Dave, Rhoda, Felicia

and Emily

Acknowledgements

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I. Who We Are

II. What We Do

III. How We Use EMS

IV. What Got Better?

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I. Who We Are

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The Nation’s First Medical School

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Founded in 1765

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The Nation’s First Medical School

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TODAY

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• Eakins, Thomas. The

Agnew Clinic. 1889.

University of

Pennsylvania, Perelman

School of Medicine

Medical Education of the Past

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• Use cutting-edge

technology to support

21st Century mission.

• Medical students and

doctors watch live

surgery streamed from

operating room to

auditorium.

Medical Education Today

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II. What We Do

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The Mission – PSOM / SPO / SES

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Perelman School of Medicine (PSOM)

Space Planning & Operations (SPO)

Scheduling &

Event Services

(SES)

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• Tasked with seamlessly

managing room scheduling

and coordinating services

for both classes and events,

tracking of staff overtime,

and the recovery of fees.

• How do we accomplish this

using EMS?

SES Role: Linchpin

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SES

MTP

Security & House-keeping

Time Keeping & Billing

SSA

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• Multiple separate, overlapping systems

I. Web-based request form

II. Scheduling system

III. Overtime Tracking

IV. Billing

Outdated System and Procedures

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2002

to

2015

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• Bookings increased at

a greater rate than

staff.

• How do we manage

productivity to keep

up with the workload?

Across the Board Growth

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FY12 FY13 FY14 FY15 FY16 FY17

# of Event

Bookings28,917 30,314 31,471 33,778 37,833 41,165

# of Rooms

Actively

Scheduled

78 78 78 78 109 130

*109 *114

# Educational

Bookings8,314 8,818 9,192 10,227 12,196 15,469

# Research

Bookings12,755 12,779 13,684 14,431 16,077 17,454

# Administrative

Bookings6,054 4,250 4,316 5,030 6,995 8,185

# of Local

Schedulers42 46 45 45 52 64

# of SES Staff (4) FTE (4) FTE (4) FTE (5) FTE (5) FTE (5) FTE

FTE & Part-time

Staff(1) .5 (1) .5 (1) .5 (1) .5 (1) .5 (1) .5

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III. How We Use EMS

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Challenges: Increased growth creates increased needs. How do we resolve using EMS?

a. Need visible room availability, resources, and services

b. Need effective communication of staff assignments

c. Need accurate tracking of overtime and cost recovery

Solutions: EMS must enable room and resource visibility, precise staff service order times,

accurate staff initials, and trackable overtime and fees.

a. Create rooms with resources and types of services room will support.

b. Create staff as a resource with pricing schedules attached.

c. Use service orders to assign staff setup and takedowns separately from booking times.

d. Create reports to track overtime for HR and produce accurate billing for cost recovery.

Planned, Strategic Use of EMS

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• For Media Technology & Production (MTP) staff

assignments, we need to be able to:

• Differentiate between MTP Tech roles.

• Schedule staff only for time needed.

• Separate regular time from overtime.

• Assign specific individuals for overtime.

Case Study: Accurately Schedule MTP Techs

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• 90 separate MTP Techs:

• 6 Types of MTP Tech

• 16 People

• Regular time and overtime

• Upfront work makes life easier long-term.

Solution: Lots of MTP Tech Resources

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• Requests for AV technology arrive to

the scheduler’s Dashboard.

• Scheduler selects MTP Tech based on

room type, equipment requested, and

time of day/day of week.

• Assign placeholder “MTP Tech -

Request” to booking, separating regular

time from overtime.

• Run Setup Worksheet report and send

to supervisors for assignments.

• At Daily Operations meeting indicate

actual staff assignments in writing.

Schedulers Coordinate MTP Services

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Finalize Setup Worksheet

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• After daily operations meeting we update “MTP Tech -Request” to the specific staff member’s initials.

• Send updated Setup Worksheet to all service providers.

• Export data from EMS to

track staff overtime and to

initiate billing.

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IV. What Got Better?

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I. Web requests

II. Room & service

scheduling

III. Overtime tracking

IV. Billing

Single Integrated System

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• Easy for requesters to see available rooms. Happier customers ☺!

• Schedulers avoid manual re-entry of data. Accurate scheduling!

• Requesters edit their own events. No more asking SES to do it for them!

• Carefully configure excluded rooms and resources. Dramatically reduce follow-up questions!

I. Web Requests

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• Service orders mean staff assignments more closely

resemble reality.

• More accurate staff assignment means effort

analysis studies can document where the demand

for services grows.

• Email setup worksheet to staff daily for easy access

to assignments on their phones.

II. Room and Service Scheduling

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• No longer manually re-enter overtime data.

• No need for paper trail with overtime

assignments to staff.

• Service Orders improve accuracy of overtime

staff assignments, more efficient scheduling.

• Provides HR department with accurate record of

overtime worked by staff.

III. Overtime Tracking

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• Create custom queries for weekly overtime reports:

Tracking Staff Overtime

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• Track billing more accurately. We spend less time

preparing billing reports and have increased revenue.

IV. Billing

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Transformative Change

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Scheduling

Tasks

Old System New System (EMS) Efficiencies

I. Web

Requests

Manual re-entry.

Processing time per reservation was 30 to

50 minutes.

No availability information.

Web Request to Dashboard.

Processing time per reservation is

5 to 25 minutes.

Only request available spaces.

Reservation data goes directly to the scheduling

system, less chance of human error.

75% fewer emails required to clarify space and

resource requests.

Transparency of space availability.

II. Room &

Service

Scheduling

Systems not integrated.

No mechanism for accurately adding staff

assignments.

Integrated system.

Staff assignments reflect exact

setup and takedown times.

Using service order times provides staff

appointment setup and takedown times.

Accurate staff assignments assist effort analysis

studies to determine department staffing needs.

III. Overtime

Tracking

Stand-alone homegrown MS Access

database.

Manual entry took 17 hours per week.

Query filters for overtime staff

assignments.

No manual entry.

Proofing takes 2 to 3 hours.

Track overtime directly in the scheduling system.

SES spends 80% less time on tracking overtime.

IV. Billing Used custom Crystal Report.

Didn’t capture all charges.

Had to manually adjust fees.

Queries run for all billing reports.

Need some formatting.

No manual adjusting.

Spend 50% less time on billing.

Recover 35% more revenue.

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Questions?

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USING EMS TO MANAGE EVENT STAFF AND SERVICES

Lori Freda and Amy Pethick | Director, Scheduling & Event Services and

Functional Administrator

Perelman School of Medicine at University of Pennsylvania, Space Planning &

Operations

Thank You!

[email protected]

[email protected]