Embed Size (px)
Citation preview
1 -
EXECUTIVE REPORT
Technical Services and Operations
TechOps
Spring 2016 (January 11 - May 13)ON SERVICE REQUESTS
1 - Overview
TechOps leverages central campus resources and specializes in areas that are unique to Annenberg’s curricular requirements. Our team provides technology and facilities support for the school, with an emphasis on technologically enhanced learning, training and assistance. Our team is structured by five Areas of Specialization: Curricular Support, Centralized Technology, Multimedia Production, Facilities Maintenance and Event Services.
As part of our management of the school’s technology and facilities ecosystem, starting the first day of the Spring 2016 semester we launched a service request system, Zendesk. This report
@ASCJTechOps
Visit AnnenbergTechOps.comStop-by ANN L103 or ASC 124
Email [email protected] 213-740-5297
TechOps
01
12
18
20
22
24
26
28
OVERVIEW
CURRICULAR SUPPORT
CENTRALIZED TECHNOLOGY
MULTIMEDIA PRODUCTION
FACILITIES MAINTENANCE
EVENT SERVICES
OPERATIONS
ANALYSIS AND RECOMMENDATIONS
analyzes data from our first semester using this system from January 11, 2016 until May 13, 2016. Our goal is to document the services we provide for Annenberg faculty, students and staff, including the demographic of customers, frequency and quantity of requests. This report does not reflect projects and other types of work performed by the TechOps Team, focusing instead on services we provide directly to our customers.
After analyzing the data, we have identified measurements for success. We will refer to these metrics throughout this report and provide recommendations on customer outreach, workflow and programming improvements.
CONTENT
2 - Overview
MEASUREMENTSFOR SUCCESS
Assignment: The time it takes a team member to take responsibility for a request. Quick assignment results in faster resolution times.
Fast and efficient responses in quick customer communication.
First Reply: Time elapsed between submission of a request by a customer and the first response from our team.
Minimize unnecessary back-and-forth exchanges by reading and answering requests carefully while aiming to resolve as quickly as possible. We measure this in:
One-Touch Requests: Requests resolved with just one reply to the customer. Higher one-touch percentages are an indicator of greater efficiency.
Full Resolution: Time it takes for a team member to resolve a request. Quicker resolution times allow customers to get back to their core responsibilities.
Tuesdays were the busiest days on average.
Monday Tuesday Wednesday Thursday Friday
20
40
60
80
100
120
140
160
180
200
220
0
num
ber o
f req
uest
s
Curricular Support OperationsCentralized Technology Facilities Maintenance Event Services
AVERAGE NUMBER OF REQUESTS BY DAY OF WEEK
0
10
20
30
40
50
60
70
80
90
100
110
120
num
ber o
f req
uest
s
wee
k 1
wee
k 2
wee
k 3
wee
k 4
wee
k 5
wee
k 6
wee
k 7
wee
k 8
wee
k 9
brea
k
wee
k 11
wee
k 12
wee
k 13
wee
k 14
wee
k 15
wee
k 16
wee
k 17
wee
k 18
Curricular SupportOperations
Centralized TechnologyFacilities MaintenanceEvent Services
AVERAGE NUMBER OF REQUESTS SOLVED EACH WEEK
Centralized Technolgy and Facilities Maintenance had the most requests
each week. We had the highest volume of requests in week 5.
3 - Spring 2016
Assignment Time Customer Communication
Efficient Resolution
Computer Software
Xerox Issue
ComputerHardware
HP PrinterIssue
Other
Adobe Creative Cloud Registration/
Access
Email Issue
Office Phone/Fax
Connectivity
Internet ConnectivityActive
Directory
iVIPAccess
Sharepoint
MobileDevice
XchangeIssue
SharedDrives
Remote Access
Electric Cart Reservation
Lost and Found
Other
TonerReplacement
Printing Paper
Replenish
BudgetAdmin.
Coffee Replenish
Phone Directory
Arrowhead Water
Replenish
VideoPost Production
Room Reservation
AdditionalFurniture
CleaningServices
TechRequest
VEMSLogin
Mic Setup
PolycomSetup
Catering
OtherFacilities
RearrangeExisting
Furniture
OtherTechnology
AuditoriumVideo
Recording
Skype Call
ForumMedia Cart
Live Recording
Conference Call
PortableSpeaker
4 - Overview
CleaningServices
Installations
Repair BrokenEquipment
BuildingMaintenance
Other
LightReplacement
Omnilock Access
Key Access
General Access
LockRepair
Office MoveCoordination
HVAC Maintenance
Patch and Paint
HVAC Too Cold Adjust.
HVAC Too Hot Adjust.
FacilitiesCoordination
Pest Control
FacilitiesQuestions
PlumbingIssues
ErgonomicAssessment
Technology OtherProjector
Issue
Laptop Connect Computer
Hardware
FacilitiesIssue
Audio Issue
AMX Control Panel
Skype Camera
Cable TV
Computer Software
Scheduled Class Visit
Document Camera
ScheduledTechnology
Maintenance
Login Issues
CentralizedTechnology
Operations
EventServices
FacilitiesMaintenance
Curricular Support
OF REQUESTSTYPES Volume of requests per
Area of Specialization.
5 - Spring 2016
Lenel Access
44%
37%13%6%
CUSTOMER BREAKDOWN
STAFF
FACULTY
STUDENTS
CENTERS
7 - Spring 2016
equipment room not included*other customers not shown*
FULL TIME FACULTY
FULL TIME FACULTY ADJUNCT
UNDERGRAD MASTERSPHD
ADJUNCT COMMUNICATION FACULTY
JOURNALISM FACULTY
COMMUNICATION OFFICE
STUDENT SERVICES
COMMUNICATION STUDENTS
JOURNALISM OFFICE
BUSINESS OFFICE
OFFICE OF THE DEAN
PUBLIC AFFAIRS
ADMISSIONS
11.26%
11.06%
9.89%
9.41%
4.63%
4%
3.95%
3.7%
2.24%
24.27%
Communication faculty have over twice as many requests
as Journalism faculty.
CUSTOMERS
TOPTEN
We support over 2,700 students, 160 staff and 180 faculty members at the
Annenberg School. The school’s faculty have earned Emmy Awards, National
Communication Association research awards, Pulitzer Prizes, Guggenheim
Fellowships and PRSA Silver Anvils, all while authoring dozens of books
and hundreds of articles. The school’s students come from a variety of
different backgrounds, expanding their learning experiences by choosing from over 10 different undergraduate,
graduate and doctoral programs as well as dozens of student organizations.
Students and faculty are supported by the school’s staff, who provide a wide
range of administrative services.
6 - Overview
FULL RESOLUTION
REQUESTASSIGNED
FIRST REPLY
REQUESTCREATION
1hr
2hrs
3hrs
4hrs
5hrs
0hr
@
REQUEST TIMELINE
2.6 hrs
REQUEST ASSIGNED
1.9 hrs
FIRST REPLY
ONE-TOUCH REQUESTS
84 % 9 - Spring 2016
JANUARY FEBRUARY MARCH APRIL MAY
0
10
20
30
40
60
70
80
90
50
num
ber o
f req
uest
s
# requests solved
# requests created
REQUESTS SOLVED VS. CREATED
A strong correlation between the number of solved and created requests is ideal for efficiency.
# OF REQUESTS THIS SEMESTER
4,294
AVERAGE # OF REQUESTS CREATED PER WEEK
288
AVERAGE # OF REQUESTS
CREATED PER DAY
54
REQUEST OVERVIEW
8 - Overview
FULL RESOLUTION
4.4 hrs
1,596
340
COM
PUTE
RS
MO
BILE
DEVI
CE
Our website is mobile friendly but we have a small number of mobile pageviews.
pageviews
pageviews
2,294views
00:01:49average time on website
1,771unique views
55% 45%
GENDER
WEB BROWSERChrome 56%
20%
14%
10%
Safari
Firefox
Internet Explorer
MOBILE OSApple iPhone 74%
16%
7%
3%
LG
Samsung
iPad
This data is based on the 13% of customers who used AnnenbergTechOps.com to submit their requests. Google Analytics gives us a snapshot of who uses our website. The most popular mobile device amongst customers is the Apple iPhone, and the most popular browser for accessing the website is Google Chrome.
DEVICE AND
BROWSER
11 - Spring 2016
55-64 yrs 4%
15% 45-54 yrs 21% 35-44 yrs
34% 25-34 y
rs
26% 18-24 yrs
internet 7%
room access 7%
room temperature 7%
custodial and 6%maintenance .
printer support 10%
other 18%
scheduling 15%
computer help 13%
classroom support 17%
CLICKS
WEBSITE ANALYTICS
Customer Service Center• walk-in
• phone call
68%
13%19%
Email ([email protected])
Website
Cust
omer
Serv
ice C
ente
r
Requests are created through multiple channels: Walk-ins, phone calls to the
Customer Service Center, email and directly at AnnenbergTechOps.com. The
majority of our customers prefer speaking with a member of our front office team.
REQUESTS BY CHANNEL
10 - Overview
AGE
12 - Curricular Support
7 a.
m.
8 a.
m.
9 a.
m.
10 a
.m.
11 a
.m.
12 p
.m.
2 p.
m.
3 p.
m.
4 p.
m.
5 p.
m.
6 p.
m.
7 p.
m.
8 p.
m.
9 p.
m.
10 p
.m.
1 p.m
.0
5
10
15
20
25
30
35
40
CURRICULARSUPPORT
REQUEST DISTRIBUTION THROUGHOUT THE DAY
REQUESTS CREATED
REQUESTS SOLVED
298 totalrequests
75%one-touch requests
We support 38 learning spaces for the Annenberg community. Our technicians maintain equipment, touch panel controls, built-in projectors and screens, desktop and laptop connection functionality. Each learning space has access to network connectivity, Microsoft Office Suite, SPSS, Adobe Creative Cloud, Skype and a Web/Document Camera. Learning spaces come in a variety of sizes and furniture options, from rooms that seat five, to a 220 seat auditorium.
4AVG. REQUESTS
CREATED PER DAY
8:30a.m.and
6:30p.m.
PEAK HOURS
20AVG. REQUESTS
CREATED PER WEEK
num
ber o
f req
uest
s
13 - Spring 2016
1.6 hrs
REQUEST ASSIGNED
1.1hrsFIRST REPLY FULL RESOLUTION
2.0 hrs
4%scheduled
technology maintenance
2%cable tv 2%
computer software1.8%scheduled class visit
0.8%login issue
0.4%document camera
TYPES OF SERVICES
24%technology
other
20%projector
issue
11%laptop
connect
9%computer hardware
8%facilities
issue
6%audioissue
6%AMX
control panel 5%
skype camera
Technology other, projector issue and laptop connection
are the most requested.
1 2
REQUEST CREATION
15 - Spring 2016 14 - Curricular Supportnu
mbe
r of c
lass
ses
sion
s
NUMBER OF CLASS SESSIONS PER DAY
TUESDAY
49
37
THURSDAY
46
26
FRIDAY
17
2
WEDNESDAY
52
22
MONDAY
53
18
ANN ASC
Our team works with the school’s faculty to ensure they are scheduled in the best learning spaces for their teaching needs. While classes are in session, our Classroom Support Hotline provides troubleshooting support, either via phone or in-person. We also provide training sessions to familiarize faculty with the learning space technology.
CLASSROOM OPERATIONS
8 a.
m.
8 a.
m.
9 a.
m.
9 a.
m.
10 a
.m.
10 a
.m.
11 a
.m.
11 a
.m.
12 p
.m.
12 p
.m.
1 p.m
.1 p
.m.
2 p.
m.
2 p.
m.
3 p.
m.
3 p.
m.
4 p.
m.
4 p.
m.
5 p.
m.
5 p.
m.
6 p.
m.
6 p.
m.
7 p.
m.
7 p.
m.
8 p.
m.
8 p.
m.
9 p.
m.
9 p.
m.
10 p
.m.
10 p
.m.
11 p
.m.
11 p
.m.
0
0
50
50
100
100
150
150
200
200
250
250
300
300
350
350
400
400
num
ber o
f stu
dent
snu
mbe
r of s
tude
nts
NUMBER OF STUDENTS IN CLASSES PER DAY IN ANN
NUMBER OF STUDENTS IN CLASSES PER DAY IN ASC
MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY
0
20
40
60
PEAK HOURS
STUDENTS IN CLASS
6:30 p.m. - 7:00 p.m. 2:00 p.m. - 3:00 p.m. 6:30 p.m. - 8:00 p.m. 3:00 p.m. - 3:30 p.m. 11:00 a.m. - 12:00 p.m.
450 529 434 467 272
16 - Curricular Support
EQUIPMENT ROOMNUMBER OF TRANSACTIONS BY WEEK
55%canon video
camera
STUDENTS ENROLLED IN ADOBE CERTIFICATION COURSES
9%light
reflector
5%microphone
4%tripod
2%external speakers
2%handheld recorder
1%GoPro camera
1%powerpoint clicker
1%laptop connector
20%canon still
camera
EQUIPMENT CHECKED-OUT
0
20
40
60
80
100
120
140
160
180
200
wee
k 1
wee
k 2
wee
k 3
wee
k 4
wee
k 5
wee
k 6
wee
k 7
wee
k 8
wee
k 9
wee
k 11
wee
k 12
brea
k
wee
k 13
wee
k 14
wee
k 15
wee
k 16
wee
k 17
wee
k 18
Annenberg students and faculty have exclusive access to a variety
of equipment: video cameras, DSLR cameras and audio recording equipment.
1,221 totalrequests
286students assisted
Canon Video Cameras, Canon Still Cameras and light reflectors are
the most popular items.
num
ber o
f req
uest
s 14AVG. REQUESTS
CREATED PER DAY
68AVG. REQUESTS
CREATED PER WEEK
17 - Curricular Support
DIGITAL LOUNGE8
6
workshops per semester
Adobe CertificationCourses3 Photoshop1 Illustrator1 Premiere Pro 1 InDesign
69%passrate
64%passrate
62%passrate
77%passrate
76enrolled
29enrolled
18enrolled
26enrolled
23%CMGT
31%Communication
9.6%Journalism
8%Public
Relations Grad
6.8%Public
Diplomacy
6.8%Journalism
Grad
6.8%Public
Relations
6.8%Global
Communication
53%graduate
0.6%Digital Social Media
47%undergrad
0.6%Communication Ph.D
PASS RATES AND # ENROLLED
Through workshops, events, helpdesk support and Adobe Certification Courses, the Digital Lounge promotes a culture that empowers students to create and learn.
Adobe Certification Courses are most popular amongst
Undergrad Communication
students.
18 - Centralized Technology
CENTRALIZEDTECHNOLOGY
0
15
30
45
60
75
90
105
120
REQUEST DISTRIBUTION THROUGHOUT THE DAY
967totalrequests
67%one-touch requests
Our team provides a wide range of administrative, academic and creative software applications. We support both Mac and Windows and offer training and troubleshooting for Annenberg faculty, staff and students. Software applications we support include the Adobe Creative Cloud and Microsoft Office Suites. We maintain and secure the school’s servers and infrastructure. To support administrative and academic functions we maintain a fleet of printers with email and copy capabilities. We also support phone and email services.
11AVG. REQUESTS
CREATED PER DAY
57AVG. REQUESTS
CREATED PER WEEK
num
ber o
f req
uest
s
REQUESTS CREATED
REQUESTS SOLVED10:30a.m.
and
4:30p.m.
PEAK HOURS
19 - Spring 2016
5%internet connectivty
4%active
directory 3%iVIP access
1.25%sharepoint
1.25%mobile device
1%Xchange issue
1%shared drives
0.5%remote access
TYPES OF SERVICES
21%adobe
creativecloud
17%computer software
7%computerhardware
7%HP printer
issue
6%email
trouble-shooting
6%office
phone/fax connec-
tivity
7%other
12%xerox issue
Adobe Creative Cloud, computer software and Xerox issue are the
most requested.
2 4 6 8
5.6 hrsREQUEST ASSIGNED
1.6 hrsFIRST REPLY FULL RESOLUTION
6.2 hrsREQUEST CREATION
7 a.
m.
8 a.
m.
9 a.
m.
10 a
.m.
11 a
.m.
12 p
.m.
2 p.
m.
3 p.
m.
4 p.
m.
5 p.
m.
6 p.
m.
7 p.
m.
8 p.
m.
9 p.
m.
10 p
.m.
1 p.m
.
21 - Spring 2016 20 - Multimedia Production
MULTIMEDIA PRODUCTION
WORKSHOP AND TRAINING # OF SESSIONS # OF STUDENTSHOURS PER WORKSHOP
CAMCORDER
2
4
4
2
1.5
0.5
0.5
1.5 30
98
75
27
98
24
12
50
1
3
10
12
14
14
5
12
VIDEO EDITING
STUDIO C PRODUCTION
STUDIO A OPERATION
STUDIO B PRODUCTION
AUDIO RECORDING
AUDIO EDITING (AUDITION: BEGINNER)
STUDIO DIRECTOR
MEDIA CENTER
WORKSHOP AND TRAINING # OF SESSIONS HOURS PER WORKSHOP
VIDEO EDITING (PREMIERE: BEGINNER)
1
3.5
10
3.5
10
3
12
1.5
68
1
105
1.5
185
1.5
185
3.5 185
1
1
4
6
12
7
9VIDEO EDITING (PREMIERE: PACKAGES)
VIDEO EDITING (PREMIERE: GFX+)
AUDIO EDITING (AUDITION: BEGINNER)
AUDIO EDITING (AUDITION: ADVANCED)
CAMCORDER BASICS
VIDEO EDITING (DOCUMENTARY)
CAMERA (DOCUMENTARY)
CLASS TRAINING
Our team helps students develop their production skill-set in a professional studio environment by offering media editing training, and teaching camera and audio recording techniques. We supervise live technical production and ensure radio and television broadcast equipment is operational for student-run media including Annenberg Television News, Annenberg Radio News, Annenberg Impact and more.
11:30 a.m.12:00 p.m.
12:30 p.m.
1:00 p.m.
1:30 p.m.
2:00 p.m.
2:30 p.m.
3:00 p.m.
3:30 p.m.
4:00 p.m.4:30 p.m.
5:00 p.m.
5:30 p.m.
6:00 p.m.
6:30 p.m.
7:00 p.m.
# OF STUDENTS
425 students workin the Media Center
113workshops hosted
MONDAY ARN UPDATE
ARN
ARN
ATVN
ATVN
ATVN ARN
ARN
ARN UPDATE
ARN UPDATE
TUESDAY
WEDNESDAY
THURSDAY
SPORTS SCENE
CURRENT
SEE IT LIVE
ON-AIRSCHEDULE
THE BUZZ
22 - Facilities Maintenance
FACILITIES MAINTENANCE
0
20
40
60
80
100
120
140
160
REQUEST DISTRIBUTION THROUGHOUT THE DAY
834 totalrequests
59 %one-touch requests
We maintain the operations and aesthetics of Annenberg’s physical infrastructure, providing a secure building environment while encouraging collaboration and community engagement. With 195,644 square feet spread across three buildings, we work closely with central USC Facilities Management Services (FMS) and a network of contractors and consultants to maintain an appearance and functionality which reflects the school’s reputation.
9AVG. REQUESTS
CREATED PER DAY
49AVG. REQUESTS
CREATED PER WEEK
9:00a.m.- 10:30a.m.
PEAK HOURS
num
ber o
f req
uest
s
REQUESTS CREATED
REQUESTS SOLVED
23 - Spring 2016
2 4 6 8
1.1 hrs
REQUEST ASSIGNED
40 minFIRST REPLY FULL RESOLUTION
6.8 hrs
REQUEST CREATION
4%general access
3%lock repair
3%office move
coordination3%
plumbing issues2%
HVAC maintenance2%
patch and paint 2%HVAC too cold
2%HVAC too hot
0.4%pest control
0.4%facilities question
0.2%ergonomic assessment
TYPES OF SERVICES
20%lenel access
9%key access
9%cleaning services
7%repair
equipment
5%other
5%light
replacement
5%omnilock
access
6%building
maintenance
8%installations
Lenel access control, key access control and cleaning services are
the most requested.
4%facilities
coordination
7 a.
m.
8 a.
m.
9 a.
m.
10 a
.m.
11 a
.m.
12 p
.m.
2 p.
m.
3 p.
m.
4 p.
m.
5 p.
m.
6 p.
m.
7 p.
m.
8 p.
m.
9 p.
m.
10 p
.m.
1 p.m
.
24 - Event Services
EVENT SERVICES
10
20
30
40
50
60
460totalrequests
82%one-touch
requests
We help faculty, staff and students prepare before and support during an event or conference. These tasks include room reservation services, rearranging or adding furniture, coordinating cleaning services, adding visual display content and setting up basic technical equipment, such as Skype kits and conference call equipment. We also provide live technical production services, including videotaping, editing and live video streaming.
0
tota
l thr
ough
out t
he d
ay
25 - Spring 2016
6 129
6.6 hrsREQUEST ASSIGNED
9.3 hrsFIRST REPLY FULL RESOLUTION
10.4 hrsREQUEST CREATION
3%polycom setup
3%other facilities request
2%rearrange existing furniture
2%catering
1%auditorium video recording
1%skype camera
0.8%video post production
0.8%forum media cart
0.6%live recording
0.4%conference call
0.4%portable speaker
TYPES OF SERVICES 31%
room reservation
request
20%additional furniture
14%cleaningservices
11%othertech.
request
5%VEMSlogin
4%mic
setup
Room reservation request, additional furniture and cleaning services are
the most requested.
number of meetingsnumber of events
TOTAL NUMBER OF EVENTS AND MEETINGS THROUGHOUT THE DAY
EVENTS MEETINGS
PEAK HOURS
3AVG. EVENTS
PER DAY
22
AVG. EVENTS PER WEEK
6
AVG. MEETINGS PER DAY
41
AVG. MEETINGS PER WEEK
PEAK HOURS
12:00 p.m. - 1:00 p.m.
2:00 p.m. - 3:00 p.m.
7 a.
m.
8 a.
m.
9 a.
m.
10 a
.m.
11 a
.m.
12 p
.m.
2 p.
m.
3 p.
m.
4 p.
m.
5 p.
m.
6 p.
m.
7 p.
m.
8 p.
m.
9 p.
m.
10 p
.m.
11 p
.m.
1 p.m
.
26 - Operations
7 a.
m.
8 a.
m.
10 a
.m.
12 p
.m.
2 p.
m.
4 p.
m.
6 p.
m.
8 p.
m.
10 p
.m.
9 a.
m.
11 a
.m.
3 p.
m.
5 p.
m.
7 p.
m.
9 p.
m.
11 p
.m.
1 p.m
.
OPERATIONSREQUESTS CREATED AND TRIAGED THROUGHOUT THE DAY
3,371 requests created and triaged
40phone calls per day
79% of all TechOps requests are created and triaged by the Operations Support Team. Offering a blend of technical and operational services that embody the TechOps name, we maintain AnnenbergTechOps.com, direct customer communication, supervise the Customer Service Center and manage administrative tasks. Our team manages request intakes and workflows. We also plan and program triggers and automations.
41AVG. REQUESTS
CREATED PER DAY
199AVG. REQUESTS
CREATED PER WEEK
0
100
200
300
400 12:00p.m. - 4:00p.m.
PEAK HOURS
num
ber o
f req
uest
s
27 - Spring 2016
2.5 hrsREQUEST ASSIGNED
2.7hrsFIRST REPLY
FULL RESOLUTION
2.7 hrs
REQUEST CREATION
2.5 3A majority of
Operations requests are resolved in one-touch.
time-basedreminders
5,90026,060assignments
triggerednotifications
triggered
6,517We use triggers to determine priority levels, add reporting tags and send
notifications to our team and customers. Our most frequently used trigger types
are assignment and notification triggers. We use them in our triaging process for assigning support groups to requests.
Notification triggers are vital in our workflow because they keep our customers and team in constant
communication. If a team member updates a request, a trigger is activated
that sends our customer an email with an update. Similarly, if a customer replies to one of these emails, a trigger is activated
that updates the request with their response and notifies our team.
We use time-based reminders when we want an action to automatically happen
at a specific time in our workflow. For example, we have an automation that
reminds our team members to complete a request five days and one day before it is due. We also use an automation to
remind our agents if they have breached a Service Level Agreement.
@
514totalrequests 95%
one-touch requests
28 - Analysis and Recommendations
ANALYSIS AND RECOMMENDATIONS
Improve Customer OutreachPlan and execute outreach strategy: Aligning our outreach efforts on a scheduled calendar and in a systematic workflow will provide us the ability to communicate our service portfolio and important announcements in a strategic manner. We will do this by establishing an outreach strategy that outlines a calendar, content, and channels for communication. This will include our website, social media, email, digital signage, presence at events and our physical office locations.
Host technology training: Hosting more training sessions and publicizing the ability to make an appointment with our specialists will benefit faculty. This will let our faculty be better prepared to operate equipment in the classrooms, minimizing downtime during class sessions.
Publicize mobile capabilities of our website: The website is the least-frequently used by customers (p. 10). Requests are submitted through the website only 13% of the time, while the Customer Service Center is used 68% of the time, and email ([email protected]) is used 19% of the time. Of the website views, 1,596 of those are from computers, while only 340 views are from a mobile device (p. 11). The data shows that customers prefer interacting with our Operations Support Team. For added customer convenience, our goal is to boost website interaction. To do this we will communicate and encourage customers to use our website from their mobile devices. We will publicize the website, emphasizing its mobile-friendly nature, to Annenberg staff, faculty and students.
Inform customers they should reserve their meeting spaces directly through VEMS: 31% of our Event Services requests are for room reservations (p. 24-25). For most classrooms and meeting rooms, customers do not need to schedule the room through our team. We need to remind our customers we have an online
scheduling system (VEMS) where they can browse available space for meetings and reserve instantly. We can create usernames for our frequent space reservation customers to login and reserve their own space instantly.
Communicate Adobe Certification courses: The Digital Lounge offered eight workshops and six Adobe Creative Cloud Certification courses: three courses for Photoshop, one course for InDesign, one course for Illustrator and one course for Premiere Pro (p. 17). The technology survey administered at the end of the Spring Semester revealed that some students were not aware that the Digital Lounge offered these courses but would have participated if they had known. Students also expressed interest in additional workshops for Microsoft Office products, such as Excel. We will look to add Microsoft Office workshops and increase student enrollment for certification classes. To increase student participation, we will improve our outreach efforts to ensure that all students are aware of Digital Lounge services and workshops. Some potential methods include creating a student email distribution list for publicizing our services or discussing our services in detail during student orientation sessions.
Revise customer satisfaction surveys: Customers currently have only two options to rate their satisfaction of how their request was resolved: satisfied or unsatisfied. A satisfaction rating is rarely binary; customers may be satisfied with some aspects and unsatisfied with others, and our rating system should reflect these nuances. We will modify our rating system to a five-point scale, with an optional section for comments about their service and see if customers are more willing to provide feedback. In addition, informal interviews of our customers have revealed hesitation to submit negative feedback, knowing the team member will have access to see it. As a means to welcome all kinds of feedback we will add a note stating customers are welcome to contact our Operations Director to provide confidential feedback.
29 - Spring 2016
Standardize, Document and Evaluate Workflows Create standard operating procedures (SOP): Provide instructions and document how our team should take requests, reply to customers, resolve issues and maintain consistent internal and external communication.
Our average public reply time is 1.9 hours, while our assignment time is 2.6 hours (p. 8-9). This discrepancy means our team is not following protocol and responding to requests before assuming responsibility over them. Similarly, the average time before a Centralized Technology Support team member takes a request, 5.6 hours, is longer than their average first reply time, 1.6 hours (p. 18-19).
Team members will be reminded that any project-related requests we assign ourselves should be submitted as a task with a corresponding due date, which will eliminate the need for creating a pending request.
426 requests were solved using the Default Request form. Default requests do not have trackable properties and were not included in our data analysis. To prevent an error like this in the future, an SOP needs to be created, team members need to be more diligent in ensuring their request fields are entered correctly.
Implement quality control procedures: Implement set of procedures to ensure the team’s services meet expectations in a timely and professional manner. This will provide step by step directions and map out workflow procedures. It will include following up with team members on: requests that breach Service Level Agreement, requests that are marked as pending or on-hold for longer than 5 days, requests that remain unassigned for longer than 3 days, requests that are reopened by the customer and bad satisfaction survey responses.
Designated request monitor: At all times a member of each Support Team should
be looking at the request queue. This person should assign requests based on the team’s work load and priority level of requests. This will help the team improve their first reply and resolution times.
Curricular Support Data analysis shows that 20% of the 298 Curricular Support requests are solved by members of the Centralized Technology Support Team, not our dedicated classroom technology specialists (p. 16-17). This indicates some overlap in our Areas of Specialization. We should look into better efficiencies between the two Support Teams.
Equipment Room: Document faculty check-out activity by designing a workflow that incorporates Zendesk to keep track of urgent requests and optimize communication with professors and classes.
Digital Lounge: Document Genius Bar activity by designing a workflow that incorporates Zendesk. This will help us understand what types of assistance our Genius Bar provides. It will also help in the decision making process for what tutorials, workshops and certification courses we host.
Centralized Technology Streamline Adobe Creative Cloud workflow: 21% of Centralized Technology requests are related to Adobe Creative Cloud software (p. 18-19). Many of these requests are from students who had sent an email to [email protected] requesting access to Adobe Creative Cloud software. This workflow needs to be examined in a way that could reduce the number of repetitive Creative Cloud issues and find greater efficiencies. It will also help alleviate the Centralized Technology Support Director’s request load of 22%.
Facilities Maintenance Adjust Facilities Coordinator responsibilities: Facilities Maintenance has the second highest request count for any Area of Specialization (p. 22-23). Data analysis shows that while our only Facilities Coordinator resolves most of the facilities requests, he also solves 32% of Operations requests
30 - Analysis and Recommendations
(p. 24-25). We will find a way to allow our Facilities Coordinator greater focus on Facilities items.
Event Services Improve first reply time: The average time before an Event Services Support Team member takes a request is 6.6 hours, their first reply time is 9.3 hours, and average full resolution time is 10.4 hours (p. 24-25). 82% of their 460 requests were one-touch. The first reply time of 9.3 hours is high compared to our team’s overall first reply time of 1.9 hours (p. 9-10).
Multimedia Production Collect accurate data on student activity in the Media Center: The Media Center Team only uses Zendesk for equipment issues that they encounter while helping students work in the Media Center. By collecting more data on what the team helps with, it will inform what tutorials and workshops we host.
Operations Design protocol for lost and found Items: 35% of Operations requests are for lost and found items. The lost and found data was exported from our shared folder and incorporated with our data analysis. A procedure for logging lost items in Zendesk, and eliminating the shared folder as our lost and found documentation will help streamline our workflow.
Assess electric cart reservations: We spent approximately 40 student worker hours managing electric cart reservations for faculty and staff and occasionally transporting them, as well as $7,000 to maintain the two electric carts. We will examine if this is a service that should still be offered and the business case for it.
Optimize Zendesk ProgrammingRevise service level agreements (SLA): Feature a universal first reply time goal of 3 hours across all priority levels and adjusting our goals to a three hour first reply will help us improve our customer service by encouraging faster communication times.
Improve field options: This consists of two factors: removing seldom used dropdowns and eliminating the frequency of “other”.
Removing seldom used dropdowns: Compare all dropdown options with the categories that were actually used. Remove the dropdown options that were rarely used in order to save our team time when selecting them. Although the Zendesk data has provided insightful feedback on our workflow processes and practices, the amount of request fields has proven to be unnecessary.
Minimize “other” option usage: Identify reasons for frequent “other” dropdown selections and add them as options. This will give us a more accurate type of request breakdown. For example, the Curricular Support Team has entered 25% of their requests as “tech other” (p.13).
Automate outstanding pending/on-hold requests: Throughout the semester, the number of pending requests accumulated without being resolved. At the end of January 2016, there were 78 pending requests across the team. By April 2016, that number rose to 141 requests, a 55% increase in 3 months. This backlog of requests may be due to team members forgetting to resolve those issues or creating requests for their independent projects, assigning it to themselves, and submitting it as pending. To improve our workflow, we should program Zendesk to automatically reopen outstanding pending requests after a certain amount of time has passed. This will require team members to communicate with the customer again and assure them that we are still working on their request.
Enable time tracking feature: Zendesk released a time-tracking feature mid-way through the semester that we should enable. This application will help us analyze team member productivity and time spent on requests in greater detail.
Curricular Support Add a workflow for the Digital Lounge: Create a form that the Digital Lounge team can use to track Genius Bar requests.
31 - Spring 2016
Add a workflow for the Equipment Room: Create a form that the Equipment Room team can use to track faculty equipment check-out.
Centralized Technology In-depth revision of request fields and dropdowns: The Centralized Technology Support form has a very detailed dropdown logic that needs to be adjusted. There are many levels of the dropdown that can be eliminated that are not needed for our data analysis.
Revise the triggers for setting priority levels: The Centralized Technology Support Team priority levels in Zendesk are contingent upon two dropdown request fields: “request” and “request type”. Depending on the combination of the two a priority level is assigned. This needs to be adjusted to create a simpler SLA to communicate with our customers.
Event Services Combine AV Event Support and Operations Event Support forms: Create a new form that combines AV and Operations support for events. Since our team has consolidated the two responsibilities with one single team, the current workflow with separate forms is not fluid. One form for all types of Event Services will optimize our workflow.
ConclusionTechOps has a few items to adjust for the 2016-2017 academic year in our continued efforts at operational excellence. Overall and for each Area of Specialization we need to:
• Improve Customer Outreach
• Standardize, Document and Evaluate Workflows
• Optimize Zendesk Programming
Operations DirectorProject Manager
Data AnalystGraphic Designer
Ray BarkleyElena MirzaiansJessica DuongJennifer Lee
@ASCJTechOps
Visit AnnenbergTechOps.comStop-by ANN L103 or ASC 124Email [email protected] 213-740-5297
TechOps
