UCAS Support Services. Phil Theobald. Laurence Apperly HEI Team Customer Service Adviser

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Jocelin Wright
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1 UCAS Support Services Phil Theobald Service Support Manager Laurence Apperly HEI Team Customer Service Adviser

2 Overview HEI Team External Relations Team Working with the HEI Team Technical Support - What are our aims and goals Technical Support - Why do we need to change Technical Support - Measurable improvement Technical Support - How are we getting there Summary Questions 2

3 HEI Customer Service Team 3

4 HEI Team - Our Role 4

5 General Enquiries Check Individual Status of an Applicant Check History of Events ie Replies,Confirmation etc Check Transmitted Updates eg Offers, Changed POE/Start Date etc Give Permission to Change Applicant s Status Swap Replies Amend Personal Details Check UCAS Procedures and Recent Procedural Changes RBD/DBD dates Letters/Track Basic Technical Operations Web-link Assistance NetUpdate Assistance 5

6 External Relations working with the HEI Team HEI Team act as first point for your queries and requests for information about all operational, policy and technical matters. Dedicated customer service phone number, together with named contacts Working with the External Relations Team to identify and resolve your queries effectively. 6

7 Technical Support - What are our aims and goals Increase levels of Customer Service Be the entry and exit point to the IT department Increase technical and business knowledge Separate Incident and Problem Management Quicker resolution time with the Incident Management More detailed and systematic Problem Management Enhanced Change and Release Management Separate service support work from new project work Create model for new services to be supported successfully To be a well respected Support Desk for both internal and external users Provide excellent levels of Customer Service 7

8 Technical Support - Why do we need to change Increased and changing requirements over time New systems and services being added to our service catalogue Conflict between support of service and new project work Need to ensure the Service Desk is the entry and exit point All Incidents and Requests raised through Service Desk Ownership of customer contact Allow dealer groups to manage their work 8

9 Technical Support - Measurable improvement One key to success is being able to measure continual improvement ITIL benchmarking carried out External audit in May 07 Audit again in Feb 09 Internal customer feedback External customer feedback Management Information 9

10 Technical Support - How are we getting there Investment in People New tools and processes can only get you so far At least 50% of the success is down to the staff Skills profiling of roles and individuals has taken place Training ITIL foundation training Completed for Service Support staff Remainder of department will be trained Further ITIL training HDI Help Desk and Customer Service courses Skills transfer Relevant technical training Actively involving staff with the changes 10

11 Technical Support - How are we getting there Implementation of ITIL (1) What is ITIL IT Infrastructure Library Good practice framework for Service Management Why ITIL ITIL is the most widely used IT Service Management approach in the World Allows a common language and understanding Can be described as Commonsense documented We can implement in stages 11

12 Technical Support - How are we getting there Implementation of ITIL (2) Moving forward Role out of ITIL focusing on Service Desk Function Incident Management Problem Management Change Management Release Management SLAs / OLAs Start work on simplified Configuration Management 12

13 Technical Support - How are we getting there Listen to our customers Understand why we have a support desk Ensure every process is customer focused Customer input to drive implementation of self service portal Use customer feedback to drive improvement Generate surveys from the new Service Management tool Collate and review all positive and negative feedback Talk to customers at meetings, seminars etc 13

14 How are we getting there New Service Management Tool (1) Customer Self Service News feeds Log own Incidents and Requests Status updates FAQs Manuals Knowledgebase Customer Management Customer Details Central store for communication and activity 14

15 How are we getting there New Service Management Tool (2) ITIL based workflow Incident Management Request Management Problem Management Change Management Release Management SLAs/OLAs 15

16 How are we getting there New Service Management Tool (3) Enhanced Service Desk Features Easier/quicker way to log Incidents and Request Quick log for repeated requests or incidents Automated workflow Knowledgebase Manuals and Documentation News feeds Customer information Management Information 16

17 How are we getting there New Service Management Tool (4) Status Tool chosen is Service-Now Implementation plan Customers testing during May 08 Internal go live aimed for May 08 External go live aimed for June 08 17

18 Summary HEI Team What are our aims and goals Why do we need to change Measurable improvement How are we getting there Investment in People Implementation of ITIL Listening to our customers New Service Management Tool 18

19 Thank you Any Questions 19

ITSM, ITIL & ISO/IEC Implementation Toolkit List of Contents

ITSM, ITIL & ISO/IEC Implementation Toolkit List of Contents Page: 1 of 5 SMS 1 Blank Templates SMS 1.01 Guidance on templates SMS Basic Meeting Agenda Template SMS Contact List Template SMS Contact Map Template SMS Procedure Template SMS Process RACI Template SMS