Operational Service have an aim to make the self-service portal (SSP) the primary method for getting support on IS services. However we feel that some improvements are required to the existing system before we can promote the SSP further.
There are a number of opinions on how the SSP could be structured, and what underlying technologies should be used to produce it. As a precursor to a project to develop a new SSP it is felt that a prototype should be built using the currently available tools, polopoly and the unidesk SSP. This should deliver a number of our current requirements as well as allowing us to get a better feel for what we would like from a new system. The benefits of this approach are:
The experience gained from producing a prototype would feed into a full SSP development project.
The SSP would remain in its current state. IS Helpline would be uncomfortable promoting this as the primary source of contact.
It would make it more difficult to produce the requirements for a brand new SSP.
The continued use of the current self-service portal would have a significant impact on the university agenda and programme major initiative to move more service support to self-service.
This project requires the upgrade of Unidesk to 4.6 This is scheduled for late November.
It will require time from Operational Services and Service Management staff.
It will require some input from a business analyst to define the SSP process.
At this stage we do not foresee that it will need Apps development resources.
It is needed as early in the year 2015 as possible
All staff and students who use I S Helpline
It will define what features are required in a SSP.
We will get an idea of what development is needed to deliver a SSP service.
We will get an understanding of what benefits we will get from an SSP.
We establish the measurements we can put in place for Benefits Realisation.
However, we would have an aim to increase use of self-service from 10% of UniDesk calls to 40% within two years.
We would use the analytics already available to record increase in use of self-service.
We will need to see how many calls are submitted via the prototype SSP
We will need to see how many visitors resolve their problems themselves without having to log a call with Helpline.
We would like to capture user experience feedback on the SSP. this may be possible via the existing user satisfaction survey.
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Goals – Excellence in Education | X | Improved Helpdesk EfficiencyImprove the user experience and reduce the amount of calls taken by the IS Helpline by guiding users to self-help pages before they contact us. Establish an enhanced Self Service Portal for Unidesk that · Is easier to use. · Provides more information to users. · Integrates better with the IS Web site and MyEd.
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Goals – Excellence in Research | X | |
Goals – Excellence in Innovation |
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Enablers - People | X | |
Enablers - Infrastructure |
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Enablers - Finance |
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Themes – Outstanding student experience | X | |
Themes – Global Impact |
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Themes – Lifelong community |
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Themes – Social responsibility |
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Themes – Partnerships |
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Themes – Equality & widening participation |
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Programme Priority (per separate guidance) | 3 | |
Overall Priority (per separate guidance) | 2 | |
Programme Scoring (per separate guidance) | 1.Alignment with University Strategic Plan/Business Objectives | 2 |
2.Risk of not doing the project | 2 | |
3.Benefits relative to cost | 3 | |
4.Time to deliver tangible benefit | 2 | |
TOTAL SCORE | 18 | |