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