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Streamlining Requests: IR Office Organization System

Effectively manage requests with a system to track correspondence, data, and customer updates. Improve efficiency and keep customers informed. Enhance progress tracking and streamline processes. Demo available. Contact us for more information.

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Streamlining Requests: IR Office Organization System

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  1. Sam Houston State University'sIR Office Organization System

  2. The Issues • IR offices are inundated with requests by phone, email, web system...etc • Requests take time, correspondence, and data (not always on hand) • Paper copies can get lost, inadvertently file 13’d, or my personal favorite “well it was here the other day….”

  3. A Solution A system to: • track all requests • keep track of all correspondence • keep track of variables and data files • let the customer stay informed • A system that does it all…and more!!!

  4. Why was it developed? • To increase our efficiency • To keep track of all written materials • To track our Office progress over time • To have stats available on our requests • To keep our “customers” informed about their requests

  5. How a Request Becomes Information

  6. The Request • A Request is received • Email • Phone • Fax • Web System • Magically Appears

  7. The Phone Call • A phone call is made to the customer • At this time we ask and answer questions about • The process • Other information needed • Any Clarifications that our staff will need

  8. A Request is Born • After the phone call • The request is entered into our system • It is assigned a number (IRD-Year-Request#) • It is linked to a folder with the number • All information for this request will be stored here • Excel Sheets, Correspondence, SPSS syntax, datasets…etc

  9. A Request is Born (ctd) • The request is automatically uploaded to our web site • Customers can check their status on the web • This has cut down on the phone calls we get, which also allows us to be more efficient • Serves as a progress indicator

  10. A Request is Born (ctd) • Throughout the process the folder on our common drive is populated • When similar requests from year to year come in we check past years folders • Many times we can use the same syntax, simply changing the years (or updating the spreadsheet) to produce the results

  11. Request Completion • After slaving over a hot computer the request is completed • A memo is sent along with the spreadsheet • The status is updated to “Returned” • It is automatically removed from the reporting schedule

  12. The System • Elements • Current Data Requests • Previous Data Requests • Log Files • Syntax Library • Variable Definitions • Status Update

  13. Current Data Requests • All data requests which have not been completed • Allows easy access to all requests which are “received”, “on hold”, or “in progress” • A link to the common area folder is generated • New Requests can be entered here • Action Updates

  14. Previous Data Requests • Requests from previous years • Searchable • Past requests can be used to verify #’s • Syntax can be reused efficiently • No more reinventing the wheel

  15. Log Files • Accountability • Log file is printed out as a report with pertinent information • We use them at our Monday meetings to keep on track • Gives a good idea at each time during the year what we have accomplished

  16. Syntax Library • Organization • Syntax is stored in one folder, or across requests • A description is added so they can be used for other related projects • SPSS, SAS, Perl,…etc

  17. Variable Definitions • Many Files, MANY VARIABLES • Searchable database of all variables • Form display • File the variable is located in • Description of variable • Valid values • Helps others to do data validation

  18. Status Update • Request Progress Indicator • Allows customers to see their status • Reduces amount of calls relating to request timeline

  19. Limitations • IR office must have Microsoft Access • Set-up time of the system • Updating of numbers at year end • This is a constantly evolving work in progress

  20. Future Versions • Completely Web Based • Eliminates the need for using Access • More efficient storage of information • Web browser access, possibilities for customer to download files, and be more involved

  21. Our Results • Our office put this into operation in “2003” • During the next year we saw upwards of 50% increase in requests • This system has helped us to stay organized

  22. Demo: From Start to Finish • Data Request is Received • It is assigned a number • A phone call is made • Work on request begins • Request is returned • Folder is checked for completion • Start Demo

  23. Questions and Comments • Brian Cordeau • Sam Houston State University • Office of Institutional Research • 936.294.3989 • brianc@shsu.edu

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