Single Point of Contact (SPOC) - One Goal, One Journey to the Road to Success, an ITSM Academy Webinar

@eddievidal
SPOC: One Goal, One
Journey, and the Road to
Success
Eddie Vidal

@eddievidal
Takeaways
 Road Traveled
 Value to Customer / Organization/ Team
 Wins – Milestones - Celebrations
 Lessons Learned – Bumps in the Road –
Do Overs

@eddievidal
Our Journey
• Combined several Services Desks into one
• Transitioned from 9 to 5 to 24 x 7 x 365
• Created career paths for all team members
• Cross utilized team members
• Lowered abandon rate with ACD call menu
change and increased service levels
• Created Scalability to support large projects

@eddievidal
Number of Customers
Faculty, Admin & Staff 14K
Students 16K
Alumni 171K

@eddievidal
BS – Before SPOC

@eddievidal
6 - Academic 4 - Clinical
10 – Med Tech
BS – Before SPOC

@eddievidal
6 - Academic 4 - Clinical
10 – Med Tech
20
Tier 2
System Admin
Data Center
BS – Before SPOC

@eddievidal
Time line
Dec 2012
• UMIT
becomes
ONE
Feb 2013
• Start at Med
Campus
Dec 2013
• Service
Desk
Manager at
Academic
campus
retires
Jan 2014
• Data
Center
reports to
Service
Desk

@eddievidal
Time line
Jul 2014
• Go to 24
x 7 x 365
Support
Dec 2014
• Call Menu
Change
Apr 2015
• Workday
ERP
Rollout
Jun 2015
• All moved
to ONE
location

@eddievidal
Skill group matrix

@eddievidal
2014 Numbers
Emails 55,628
Calls Offered 194,204
Calls Answered 160,857
Calls Abandoned 25,934
Abandon Rate 13.4%
Avg Speed to Answer 1:47
Service Level 54%

@eddievidal
Call Menu
1. Password Reset/General Info
2. Bio Medical Support
3. Telecom, CaneID, Cane Card
4. Research Systems
5. UChart, Business & Clinical Support
6. Project AD & O365
7. Technical Support
8. Training & Misc
9. Workday

@eddievidal
Who We Are 26
Skill Group Before After
Password, General
Info
20
Workday 7
Technical 10
Project 3
Academic 6
Clinical 4

@eddievidal
Who We Are 26
Skill Group Before After
Password, General
Info
20 26
Workday 7 26
Technical 10 16
Project 3 16
Academic 6 12
Clinical 4 11

@eddievidal
Numbers
2014 2015
Emails 55,628 59,472
Calls Offered 194,204 206,736
Calls Answered 160,857 177,444
Calls Abandoned 25,934 23,232
Abandon Rate 13.4% 11.2%
Avg Speed to
Answer
1:47 1:23
Service Level 54% 62%

@eddievidal
Numbers - Wins
2014 2015 Change
Emails 55,628 59,472 6.9%
Calls Offered 194,204 206,736 6.5%
Calls
Answered
160,857 177,444 10.3%
Calls
Abandoned
25,934 23,232 -10.4%
Abandon Rate 13.4% 11.2% -15.9%
ASA 1:47 1:23 -22.4%
Service Level 54% 62% -14.8%
FCR 81% 85% 4.9%

@eddievidal
Value - Career Path

@eddievidal
Value
 Skill set changes on the fly
 New Employees contribute faster
 Scalable setup for projects
 Ability to more resources around to
different shifts and provide coverage

@eddievidal
Value
 24 x 7 Support
 Technical Resources work on tech calls
 Team Meetings
 Guest Speakers

@eddievidal
Culture & Changes
 Shared plan 8 to 10 months in advance
 Ask questions and what if scenarios
instead of telling them
 What would you do if this were to happen?
 Discussed at every team meeting
 Moved team members gradually

@eddievidal
Tools
 Service Now
 Cisco IPCC
 Exony – Reporting
 Knowledge Base – SharePoint/Service Now

@eddievidal
Training
 Workday – Saturday Sessions
 Weekly Meetings – Guest speakers
 Cross Training
 Lynda.com
 Skillsport
 Workforce Engagement Dept
 KB Wiki
 3 HDI Support Center Analysts

@eddievidal
Calls by Hour
Midnight to 7 AM -
0.65%
6 PM to Midnight – 3.06%
6 PM to 7 AM 3.71%
7AM to 6 PM 96.29%
Hour Total
12:00 AM 22 0.11%
1:00 AM 13 0.06%
2:00 AM 9 0.04%
3:00 AM 13 0.06%
4:00 AM 3 0.01%
5:00 AM 9 0.04%
6:00 AM 68 0.33%
7:00 AM 553 2.64%
8:00 AM 1990 9.51%
9:00 AM 2787 13.32%
10:00 AM 2758 13.19%
11:00 AM 2390 11.43%
12:00 PM 1769 8.46%
1:00 PM 1918 9.17%
2:00 PM 2190 10.47%
3:00 PM 1886 9.02%
4:00 PM 1354 6.47%
5:00 PM 545 2.61%
6:00 PM 224 1.07%
7:00 PM 137 0.65%
8:00 PM 123 0.59%
9:00 PM 75 0.36%
10:00 PM 53 0.25%
11:00 PM 28 0.13%
Grand Total 20917 100.00%

@eddievidal
Calls by Hour
Midnight to 7 AM -
0.65%
6 PM to Midnight – 3.06%
6 PM to 7 AM 3.71%
7AM to 6 PM 96.29%
Hour Total
12:00 AM 22 0.11%
1:00 AM 13 0.06%
2:00 AM 9 0.04%
3:00 AM 13 0.06%
4:00 AM 3 0.01%
5:00 AM 9 0.04%
6:00 AM 68 0.33%
7:00 AM 553 2.64%
8:00 AM 1990 9.51%
9:00 AM 2787 13.32%
10:00 AM 2758 13.19%
11:00 AM 2390 11.43%
12:00 PM 1769 8.46%
1:00 PM 1918 9.17%
2:00 PM 2190 10.47%
3:00 PM 1886 9.02%
4:00 PM 1354 6.47%
5:00 PM 545 2.61%
6:00 PM 224 1.07%
7:00 PM 137 0.65%
8:00 PM 123 0.59%
9:00 PM 75 0.36%
10:00 PM 53 0.25%
11:00 PM 28 0.13%
Grand Total 20917 100.00%
Demand Management
Capacity Management

@eddievidal
Goals
 Not Ready Time
 Knowledge Based Articles
 Call Monitoring
 Professional Development
 Calls vs Incidents

@eddievidal
Lessons Learned
 Communicate Changes
 Involve the team

@eddievidal
Still Working On
 Not Ready Time
 Abandon Rate
 Cross Training
 Knowledge Base
 Long Hold Time for Clinical and Weekends
 Customer Surveys
 Turnover – Sharpen the Saw

@eddievidal
Light at the end of the Tunnel

Eddie Vidal
• HDI Hall of Fame – Class of 2016
• HDI & Fusion Track Chair &
Speaker
• HDI Strategic Advisory Board
• Founder of South Florida HDI
Local Chapter
• Published in Support World
Magazine & HDI Connect
• itSMF Monthly Podcast Producer
• 2014 itSMF President’s Award
Managing Director – EJV Corp
eddie_vidal@yahoo.com
@eddievidal
http://www.linkedin.com/in/eddievidal

@eddievidalEddie Vidal | 305-439-9240 | eddie_vidal@yahoo.com | @eddievidal
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Single Point of Contact (SPOC) - One Goal, One Journey to the Road to Success, an ITSM Academy Webinar

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