1 / 56

ATEM Victorian Branch Conference, 7 May 2004

Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash University Gerard Toohey, Manager Student Administration, SSSD, Monash University. Integrated services and systems at a large multi-campus institution – the Monash University experience.

salome
Download Presentation

ATEM Victorian Branch Conference, 7 May 2004

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash UniversityGerard Toohey, Manager Student Administration, SSSD, Monash University Integrated services and systems at a large multi-campus institution – the Monash University experience ATEM Victorian Branch Conference, 7 May 2004

  2. Why Integrated Services? Key Result Area: “developing quality, cost effective, client-centred mechanisms and structures for service delivery.”

  3. The Challenges to Integration at Monash • Decentralised Organisational Structure • Disparate Business Procedures • Scale • Geography • Time zones • Different Faculty/Campus Cultures

  4. Monash University Profile • Nearly 50,000 Australian & international students • 6 Australian campuses, 2 international campuses and 2 international centres

  5. Monash University Profile 2003: Campus

  6. Monash University Profile 2003: Enrolments

  7. Monash University: Campuses

  8. The Monash Vision A virtual service centre encapsulating both physical AND online presence

  9. Strategic Outcomes • Four Es: Efficacy, Efficiency, Ethicality, Elegance • Single-point of delivery for multi-channel management • Integrity • Quality

  10. Monash 2020 Support Services Plan: 2002 - 2005 Learning & Teaching Plan Research Plans University Plans Key Areas of Intent Achieving self reliance Preserving & building Monash image and reputation Sustaining and developing Monash global operations Support technology supported learning activities & developments Competitive advantage through the Monash student and staff customer experience Developing quality, cost-effective, client-centred mechanisms and structures for service delivery Key Result Areas A. Integrated systems to support service delivery C. Knowledge/ information management systems across all services D. Feedback and Quality mechanisms to monitor and improve the customer service experience B. Integrated delivery of central, faculty and other Monash services Integrated Systems 2004 HR Systems Appts/Re-appts on-line Web based Timesheets/banking SAP Training and Events Workcover & OHSE Staff Development Plans in SAP Staff Performance Plans in SAP Mgrs Web based reporting Student Systems Callista business improvements Scholarships and Sponsorships Callista Research Module On-line Admissions Fees Subsystem Roll out of Course Rules Module, Course Completion, Graduations project Further roll out Progression module Integrated Systems Projects (cont’d) Uni wide reporting Callista Connect Credit Transfer Databank eCart/eCommerce solution HEIMS Syllabus + (Phase 3) OHSE Systems Multimedia Training On-line form dev’t Web Publishing Web Site- restructure Odata Community Services Systems Integrated Services Projects 2004 Caulfield Service Centre Telephony solution for the Contact Centre Knowledge & Inquiry Mgmt Projects 2004 Inquiry mgt system (ask.monash) Content Management System CRM Quality Projects 2004 Student Administration Internal Review HR Services Internal Review OHS&E Compliance projects Injury Prevention projects Portfolio of key Business Improve-ments for 2004 Performance Plans Schedule of Services

  11. KM/IM Strategy Quality Initiatives INTEGRATED SERVICE Systems Integration Infrastructure Building blocks for Integrated Service

  12. Building blocks for Integrated Service Quality Initiatives KM/IM Strategy INTEGRATED SERVICE Systems Integration Infrastructure

  13. What is Integrated Service Delivery? A single point of delivery when and where the student needs it via • counters (Service Centres) • telephone • email • websites • on-line facilities such as WES and eServices • ask.monash (inquiry management system) Example:The Caulfield Service Centre delivers Student Admin services plus services for the faculties of Business and Economics, Information Technology and Art & Design together with Monash International. The ITS Helpdesk has also co-located in the Centre.

  14. Integrated Service Delivery Enablers • Business model that includes SCM, SLAs, KPIs • Champions of the vision • Commitment from stakeholders • Ongoing discourse with University’s strategy

  15. Integrated Service Delivery Blockers • Disparate business processes for some functions • Need to achieve short term cost efficiencies • No cohesive information management strategy • Identify management issues with matching right information to the right people • Problems with influences over whole university service strategy

  16. KM/IM Strategy Knowledge Management – Tom Davenport “…knowledge management has to be "baked into" the job. It's got to be part of the fabric of the work to import knowledge when it's needed and export it to the rest of the organization when it's created or acquired.” • Attention: Is it worthy of somebody’s attention? • Appetite: Is it something people are hungry for? • Affiliation: Are others willing to share the knowledge with others?

  17. Quality Initiatives • Student Administration & Systems Internal Review 2004 • AUQA Audit 2005/6 • SLAs • KPIs • Operational metrics • Satisfaction Measures (Surveys etc) • Performance Management Scheme

  18. Infrastructure: Campus Service Centres

  19. Infrastructure: Caulfield Service Centre

  20. Infrastructure: Caulfield Service Centre

  21. Infrastructure: Caulfield Service Centre Services Provided

  22. KEY CLIENTS • Current Students • Prospective Students • Public • Alumni • Faculty Student Services Staff • Academic Staff Student Administration Manager Gerard Toohey Admissions Enrolments Fees Scholarships Timetable Systems Mainly Bulk Correspondence • KEY CLIENTS • VTAC • ATO • DEST • Faculty Managers and Officers • Other Central Admin • Monash International • Monyx • Monash Research Graduate School • University Committees Client Services Manager Terry Hogan Service Centres Call Centres Examinations Graduations Infrastructure: Business Units

  23. Infrastructure: Services & Systems Group, SSS • Student Administration • Admissions • Scholarships • Enrolments • Fees • Timetable Systems Business Improvements Projects Team Occupational Health Safety & Environment • Client Services • Exams • Graduations • Service Centres HR Services • HR Systems • Application Development & Security • Information Management & Support • Student Systems • Web Systems • Data Integrity • Reporting Records & Archives

  24. Systems Integration: Online Services Web Enrolment System (WES) • Unit Enrolment (with real time update) • Maintenance of Address details • Access to Fee, Enrolment & Payment Details • Viewing Results & Unofficial Academic Record • Viewing Exam details incl. Seating, Location Timetabling systems • Viewing personal Timetable details • Viewing Unit-specific messages posted by academic staff • Make changes to Lecture & Tutorial allocations (with real time update)

  25. Systems Integration: Online Services my.monash - Portal • Links to cohort (Staff vs. Student) relevant online Services • Links to personal Course & Unit information ask.monash • Frequently Asked Questions about Student Administration processes and policies; IT Services; Health, Safety & Environmental issues • Inquiry submission tool to seek specific information

  26. my.monash: Portal

  27. Case Study: ask.monash • A web based customer self-service information and inquiry management tool for current students and staff on Australian campus • A searchable, integrated and dynamic knowledgebase covering a range of support services • 24/7 self-service for improved accessibility to information • Powered by RightNow™Technologies Service Centre

  28. ask.monash: Self-Service Knowledge Base

  29. ask.monash: Inquiry Tool

  30. ask.monash: Artificial Intelligence Response Tool

  31. ask.monash: Personal Inquiry Tracking

  32. ask.monash: Sample Inquiry with value-added service

  33. ask.monash: Inquiry Workflow

  34. Case Study: Fees Unit Objectives • Inactivate Fees Unit inquiry email address • Redirect Students’ ‘Fees’ inquiry activity to Caulfield Service Centre Tier 1 CSRs (processed within ask.monash) • Fees Unit move to Tier 2 level in processing inquiries and provide a value-added service with a reduction in generic inquiries processed • Encourage Students to ‘self-service’ their ‘Fees’ inquiries through ask.monash • Publish relevant useful information for self-service • Commence November 2003 with Summer Semester

  35. Case Study: Fees Unit Outcomes for Dec 2003/Feb 2004 • Students self-service their ‘Fees’ inquiries in ask.monash (increase of 84% in Fees type Answers Viewed) • CSC (Tier 1) resolve 1,087 Fees inquiries through ask.monash • Fees Unit (Tier 2) resolve 57 Fees inquiries through ask.monash

  36. ask.monash: Performance in 2003 Key Statistics • Customers (Current Students & Staff) • Answers Viewed (Self-Service) • Incidents Submitted (Inquiry Management) • Inquiry Management Performance

  37. Customer Profile: Staff & Student

  38. System Activity: Monthly

  39. System Activity: Category

  40. System Activity for ‘Student Administration’ 2003

  41. Top 14 Answers Viewed in 2003: All Categories

  42. Site Activity: Answers Viewed

  43. Incident Management: All Categories

  44. Incident Management: Resolution Time Tier 1

  45. Incident Management: Resolution Time Tier 1

  46. Questions

  47. Berwick Campus No of Students: 1,756 Off campus 2.3% International 16.3% Higher degree (research) 1.0% Other postgraduate 0% Undergraduate 99.0% Location:Melbourne (Outer Urban)

  48. Caulfield Campus No of Students: 12,841 Off campus 9.8% International 35.2% Higher degree (research) 3.2% Other postgraduate 36.7% Undergraduate 60.2% Location: Melbourne (Urban)

  49. Clayton Campus No of Students: 21,906 Off campus 7.5% International 17.6% Higher degree (research) 10.1% Other postgraduate 17.5% Undergraduate 72.3% Location: Melbourne (Urban)

  50. Gippsland Campus No of Students: 7,620 Off campus 71.9% International 35.5% Higher degree (research) 1.0% Other postgraduate 20.0% Undergraduate 79.0% Location: Churchill (Rural)

More Related