London School of Hygiene - Maximising self-service success and user engagement
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This document summarizes an organization's transition to a self-service portal for support requests. It discusses their goals of improving communication, collaboration, and productivity. It outlines the challenges they faced with low self-service usage. The summary describes their launch campaign and continuous promotion efforts to drive over 70% of requests to the portal. It highlights the management information and improved satisfaction they have achieved through the new system.
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London School of Hygiene - Maximising self-service success and user engagement
- 2. SEE Education#SEE_Education Our self-service journey Caroline Fernyhough and Daniela Graf
- 3. #SEE_Education SEE Education Daniela Graf Knowledge & Information Manager Project Manager for our implementation
- 5. #SEE_Education SEE Education This is LSHTM • Researching tropical diseases and public health • Post-graduate teaching (MSc & PhD) • Lead researchers in Ebola and Zika • Based in Bloomsbury with offices, lecture theatres and secure labs • Income of £110 Million • Growing: Recently acquired new research centres in Uganda and Gambia • Times Higher Education University of the Year 2016 • ServiceDesk supports 3000 customers
- 6. #SEE_Education SEE Education Our vision • Better communication • Greater collaboration • Simplifying normal working practices • Improved productivity • Digital transformation
- 7. #SEE_Education SEE Education Our challenges • Only 4% interaction with Self Service • Inefficient process and lack of management information • Lack of workflow between departments • Confusion of support points
- 8. #SEE_Education SEE Education Project kick off • Tendering process • Supplier selected based on technical and commercial score • Implementation commenced July 2016 • Go live of new self service portal on 18th January 2017
- 9. #SEE_Education SEE Education Over 70% self-service entry … how did we do it?
- 11. #SEE_Education SEE Education Our launch campaign • Newsletter • Presentation • Staff meetings • Flyers • Drop in sessions • Prize draw
- 14. #SEE_Education SEE Education Promotion tips • Attend meetings • Local champions / super users • Push at any opportunity • Stats poster • Reward right behaviour • User group engagement • Users are informed of portal when calling Helpdesk
- 15. #SEE_Education SEE Education Service catalogue • Focus on services, not departments • Easy to navigate • Single point of contact
- 17. #SEE_Education SEE Education Service information in one place
- 18. #SEE_Education SEE Education Forms • Capture information needed to resolve issue (or gain access!) • Direct request to relevant team without triage • Direct users to FAQs • Provide troubleshooting
- 19. #SEE_Education SEE Education Tips for creating forms • Ask the service providers what frequent questions they're asked • Analyse requests to find what are main issues reported • Keep it clear, simple and short • Only ask for relevant information to resolve issue • Design for common cases but include free text box for exceptions
- 22. #SEE_Education SEE Education Bookings • Ability to reserve rooms, book equipment or order items
- 23. #SEE_Education SEE Education Booking loan equipment • Digitised loan asset tracking and issue/return of booked equipment replaces a number of manual processes
- 24. #SEE_Education SEE Education The operator’s view • Submitted forms contain information about the customer including username, location, telephone number. • Forms can be set with pre-defined categorisation and prioritisation, thus reducing decision times and administration for operators. • Templates allow frequent calls to be easily created (for example, password resets). • We allow operators to edit and create knowledge items; they can share troubleshooting information and be used to resolve calls.
- 25. #SEE_Education SEE Education The operator’s view Our operators have shortcuts on their homepage to: • View work lists • View dynamic reports • Quick links to other systems and knowledge items
- 26. #SEE_Education SEE Education Improved facilities management Planned maintenance can be scheduled, helping us to be more proactive and meet safety standards Engineers use their mobile devices to manage calls
- 27. #SEE_Education SEE Education Our results and success
- 28. #SEE_Education SEE Education Statistics & management information • Real information has now replaced guesswork • Call volume: Facilities estimated 70 calls per week, the actual figure was more than double • Entry: we can see how calls reach us and where self-service promotion is needed
- 29. #SEE_Education SEE Education Statistics & management information • Categories: we can see what type of work we do and analyse trends to help resolve problems • Performance: we can see where improvement may be required • Feedback: we can use caller rating to improve service quality
- 30. #SEE_Education SEE Education Over 70% of calls received via portal 0 10 20 30 40 50 60 70 80 Jan Feb Mar April May Jun Jul Aug Sep Oct Nov Dec SSP Usage Achieved Ambition • 35000 calls received in first year
- 31. #SEE_Education SEE Education Reduced call volumes IT Services Call volumes reduced by 18% (Jan to Dec 2017) Weekly call averages: 2016: 542 2017: 461 2018: 434
- 32. #SEE_Education SEE Education User satisfaction • Reduction in calls • Improved quality and speed of resolution • Onboarding demand from other service teams • 4.7 out of 5 average feedback score • Over 90% of calls are 4 or 5 stars
- 33. #SEE_Education SEE Education Our journey so far
- 34. #SEE_Education SEE Education A true shared self-service portal • As at May 2018, the following services and support are provided via our shared self-service portal: IT Services including multimedia and photography Estates Agresso finance system support MyView HR system support iTravel insurance request support IT equipment loans Procurement Catering ordering from externally managed on-site café Event booking Payroll, Pensions and Staff Expenses Library & Archives
- 35. #SEE_Education SEE Education A true shared self-service portal We are currently working on developing the following services: • Finance • Catering ordering for main campus canteen • Health & Safety We are in early discussion with: • Human resources • Laboratory management
- 36. #SEE_Education SEE Education Continuous improvement • Review service information and knowledge base • Operators review technical info at point of use • Operators have permission to update FAQs • Use portal analytics to review search terms and ensure content is available • Upon email entry verify that content is available in portal and educate customer for future reference
- 37. #SEE_Education SEE Education What worked well? • Engaging our users during service catalogue design • Creativity and customer empathy in portal design • Involved service providers and customers • Belief in product and championing use • Multiple methods of communication and continuous promotion
- 38. #SEE_Education SEE Education What challenges did we face? • Other systems integrating or pushing data to our new ITSM: Uncovered integration issues or data cleansing requirements (e.g. Unable to use workflow approvals as our line manager information was in the HR database which is not integrated with our identity mgmt. solution) • External access not possible: Overcome by connecting email accounts (no access to portal or KB though) • Maturity of existing processes: Each service on boarding necessitated an extensive process review • Cultural impact of introducing self-service
- 39. #SEE_Education SEE Education • Involve your users early on – they will help you get it right providing buy in and support • Keep it simple – clean design, remove jargon, service focus • Promote at every opportunity – removing alternative support routes where possible • Continuous improvement – keep reviewing, adding, updating and improving Key tips to take away
- 41. #SEE_Education SEE Education Human success stories It's great to have a central platform to access information and submit queries End user I'm amazed by how quickly my requests are being resolved on ServiceDesk End user I've just used the portal for the first time, your excellent knowledge articles resolved all three of my issues End user The roll out of TOPdesk has been a perfect example of delivery against aspired multi-factor, strategic, digital transformation objectives. Much value has already been gained and there is still more to come Jon Faulkner, CIO By using the system, I've freed up half my time to concentrate on PPM Sarah Harley, Facilities HD
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