Pace Information Exchange Proposal 12 9 05 Final Version


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How a Comprehensive Knowledge base could have been built at Pace University - but this was NOT approved by new administration

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Pace Information Exchange Proposal 12 9 05 Final Version

  1. 1. Pace University “ P ace I nformation E xchange” [email_address] ‘ Need help?... Go to’ February 10, 2005 Pace Leadership Institute
  2. 2. Pace Information Exchange Team <ul><li>We are: </li></ul><ul><li>Cross Functional Group -Dark Blue </li></ul><ul><li>Our Assignment & Goals are: </li></ul><ul><li>Strategic Plan Core Objective Assignment : </li></ul><ul><li>Core Objective Two -Student-Centered University </li></ul><ul><li>Goal - Implement programs, training, and administration reorganization to emphasize quality contacts. </li></ul><ul><li>Goal - Implement ‘one stop’ services for all administrative and student services. </li></ul>
  3. 3. Pace Information Exchange <ul><li>What do we want to accomplish? </li></ul><ul><ul><li>A quality service standard agreement that is equitable and realistic for our students and employees. </li></ul></ul><ul><ul><li>Consistent University policies and practices across the board </li></ul></ul><ul><ul><li>A cost effective way to disseminate this knowledge and support to all constituents </li></ul></ul><ul><ul><li>Buy in from Pace Executive to support PIE initiative and its successful implementation. </li></ul></ul>
  4. 4. What is the Pace Information Exchange? <ul><li>Overview </li></ul><ul><ul><li>The Pace Information Exchange is an on-line customer request and knowledge database repository. </li></ul></ul><ul><ul><li>It is accessible via the web and telephone. Information to the system can be easily added or subtracted to keep up with the constantly changing search needs of students. </li></ul></ul><ul><ul><li>It contains details of all Pace University service requests, and provides knowledge documents encompassing both canned and university specific information that can provide answers to individualized department questions. </li></ul></ul><ul><ul><li>It facilitates ‘one on one’ customer relationship management and ensures that all requests receive a response. </li></ul></ul>
  5. 5. What is the Pace Information Exchange? <ul><li>Concept of “The P ace I nformation E xchange” </li></ul><ul><ul><li>The concept is to link the functionality of the existing DoIT Help Desk with the capabilities of Knowledge Tools, to create a university wide one-stop customer support system. </li></ul></ul><ul><ul><li>The system would be staffed to cover at a minimum, the start of every semester, and any other time period experiencing peak student activity. </li></ul></ul><ul><ul><li>It is available via the web 24 X 7  </li></ul></ul>
  6. 6. How will Pace Information Exchange affect me? <ul><li>Student ,Faculty & Staff </li></ul><ul><ul><li>You can quickly search the knowledge database and find answers to your questions. </li></ul></ul><ul><ul><li>You will have a wide range of information readily available for your use. </li></ul></ul><ul><ul><li>You will have FAQs and solutions available 24 X 7 </li></ul></ul><ul><ul><li>Your service request will be routed to the appropriate expert for a response </li></ul></ul><ul><ul><li>Class hours will be covered during peak times, ensuring that emergencies related to certain services will receive immediate attention. </li></ul></ul><ul><ul><li>It will enhance our own productivity and response time. </li></ul></ul><ul><ul><li>Customers will experience a higher quality of service. </li></ul></ul>
  7. 7. Pace Information Exchange <ul><li>What is the need? </li></ul><ul><ul><li>Higher Education is experiencing a soaring demand for network access to a expanding range of learning and information sources both on and off campuses. This results in a growing need for immediate assistance for a repertoire of service issues requiring accurate response. </li></ul></ul><ul><ul><li>Students, Faculty, and Staff want service support and access to our systems at all hours. </li></ul></ul><ul><ul><li>Higher expectations of our customers –most of them seeking immediate responses to their issues, and having no desire to repeat their request. </li></ul></ul>
  8. 8. Pace Information Exchange <ul><li>What is it ? </li></ul><ul><ul><li>The service will provide documented answers to customer queries relating to any aspect of Pace University business affecting students, faculty, and staff . </li></ul></ul><ul><ul><li>The customer can log a ticket in the help desk by following a set of instructions that will allow the request to be automatically routed to the relevant division for response. </li></ul></ul><ul><ul><li>The customer can call in the help request and is connected to the appropriate area. The request is logged by the staff member receiving it, and that person is responsible making sure the situation is being taken care of. </li></ul></ul>
  9. 9. Pace Information Exchange <ul><li>What it does and how? </li></ul><ul><ul><li>The customer can query the knowledge database and get relevant information for their needs. </li></ul></ul><ul><ul><li>The staff responding to a help desk ticket can query the knowledge base and provide the customer with the appropriate response. </li></ul></ul><ul><ul><li>Both customer and support staff can submit requests for knowledge that can ultimately be created by the relevant experts. </li></ul></ul>
  10. 10. Pace Information Exchange <ul><li>How will it work? </li></ul><ul><ul><li>We will leverage two applications </li></ul></ul><ul><ul><li>DEMO - Help Desk & Knowledge Tools </li></ul></ul>
  11. 11. Pace Information Exchange <ul><li>How will we accomplish this? </li></ul><ul><ul><li>Start creating knowledge articles in your department. </li></ul></ul><ul><ul><li>Cross Functional Team should also create knowledge articles. </li></ul></ul><ul><ul><li>Take ownership of the quality and accuracy of information from your area </li></ul></ul><ul><ul><li>Provide support to monitor your department’s requests. </li></ul></ul><ul><ul><li>Assign resources to respond to calls and requests during the high volume periods. </li></ul></ul><ul><ul><li>Assess our resource options (e.g. Staggered work hours, Designated evening administrators, On call support) </li></ul></ul>
  12. 12. Pace Information Exchange <ul><li>What kind of commitment will it take ? </li></ul><ul><ul><li>We will be leveraging existing technology at the University namely the Help desk functionality, Pace telephone system and the Knowledge Tools search engine capabilities. </li></ul></ul><ul><ul><li>Some funding to cover the purchase of additional help desk agents for participating schools/departments. </li></ul></ul><ul><ul><li>Dedicated project team to plan and roll out Pace Information Exchange. </li></ul></ul><ul><ul><li>Designate a dedicated “Knowledge Center Manager” to oversee content quality. </li></ul></ul><ul><ul><li>Commitment from participating departments to support and maintain the system. </li></ul></ul>
  13. 13. Pace Information Exchange <ul><li>Next steps: </li></ul><ul><ul><li>Get approval and funding </li></ul></ul><ul><ul><li>Create Project Team </li></ul></ul><ul><ul><li>Determine implementation schedule </li></ul></ul><ul><ul><li>Determine system support </li></ul></ul><ul><ul><li>Phased roll out, i.e., student and academic services first, employee services next, etc. </li></ul></ul>
  14. 14. Pace Information Exchange Team <ul><li>Our Team: </li></ul><ul><li>Lynne Byrne </li></ul><ul><li>Beverly Kahn </li></ul><ul><li>Joanna Broda </li></ul><ul><li>Lynne Larkin </li></ul><ul><li>Edward Leight </li></ul><ul><li>Mary Lieto </li></ul><ul><li>Eugene Massey </li></ul>Barbara McCarthy Frank McDonald Carlton Murray Erika Valle Miriam Wazeter Yvonne Ramirez Matt Bonilla Maria Strzelczyk
  15. 15. Pace Information Exchange Team <ul><li>[email_address] </li></ul><ul><li>Go PIE…… </li></ul><ul><li>Questions </li></ul>