SPOC: One Goal, One Journey. - Professional...
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SESSION 606 Thursday, April 14, 2:45pm - 3:45pm Track: Support Center Optimization SPOC: One Goal, One Journey. Eddie Vidal Managing Director – EJV Corp [email protected] Session Description The road to success for organizational change is littered with road blocks; it rarely following a straight, simple path. Changing long- standing processes and team members; roles to reach the ultimate goal of being a single point of contact (SPOC) is a challenging journey. In this session, you’ll learn how one organization with 35,000 customers made improvements through SPOC. Find out how you can combine several services desks into one, how you can utilize team members cross-functionally, and more. Speaker Background Eddie Vidal (@eddievidal) has over twenty five years of experience in information technology, focusing on service delivery and support for IT infrastructures and operations. Eddie is a leader, team builder, communicator, solutions driven, strategic thinker and IT service management professional. In his current role as an independent consultant, he is leading the operational support for The Scripps Research Institute EPIC implementation. In the past he was the Manager of the UMIT Service Desk for the Information Technology department at the University of Miami supporting over 35,000 faculty, staff and students.
Transcript of SPOC: One Goal, One Journey. - Professional...
SESSION 606 Thursday, April 14, 2:45pm - 3:45pm Track: Support Center Optimization
SPOC: One Goal, One Journey.
Eddie Vidal Managing Director – EJV Corp [email protected]
Session Description
The road to success for organizational change is littered with road blocks; it rarely following a straight, simple path. Changing long-standing processes and team members; roles to reach the ultimate goal of being a single point of contact (SPOC) is a challenging journey. In this session, you’ll learn how one organization with 35,000 customers made improvements through SPOC. Find out how you can combine several services desks into one, how you can utilize team members cross-functionally, and more.
Speaker Background
Eddie Vidal (@eddievidal) has over twenty five years of experience in information technology, focusing on service delivery and support for IT infrastructures and operations. Eddie is a leader, team builder, communicator, solutions driven, strategic thinker and IT service management professional. In his current role as an independent consultant, he is leading the operational support for The Scripps Research Institute EPIC implementation. In the past he was the Manager of the UMIT Service Desk for the Information Technology department at the University of Miami supporting over 35,000 faculty, staff and students.
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 – DoOvers
@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
@eddievidalBS - Before SPOC
6 - Academic 4 - Clinical
10 – Med Tech 20
Tier 2
System AdminData Center
BS
@eddievidal
Moving Pieces
@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
Cross Training
@eddievidal
@eddievidal
@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 Menu1. 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
Communication
@eddievidal
Communication
Communication
@eddievidal
Who We Are
@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
Numbers2014 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 - Wins2014 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
Projects
@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%
Demand Management
Capacity Management
@eddievidal
Calls by Hour
@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 & Fusion Track Chair & Speaker
• HDI Strategic Advisory Board
• Founder of South Florida HDI Local Chapter
• Published in Support World Magazine & HDI Connect
• HDI Support Center Manager Certified
• ITIL V3 Foundation & OSA Certified
• itSMF Monthly Podcast Producer
• 2014 itSMF President’s Award
EJV Corp, Managing Director
[email protected] @eddievidal
http://www.linkedin.com/in/eddievidal
@eddievidal
Eddie Vidal | 305-439-9240 | [email protected] | @eddievidal
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