Integrated services and systems at a
large multi-campus institution – the
Monash University experience
ATEM Victorian Branch Conference, 7 May 2004
Peter I Yates, Director, Services & Systems, Student and Staff Services
Division, Monash University
Gerard Toohey, Manager Student Administration, SSSD, Monash University
www.monash.edu.au
Why Integrated Services?
Key Result Area:
“developing quality, cost
effective, client-centred
mechanisms and
structures for service
delivery.”
2
The Challenges to Integration at Monash
• Decentralised Organisational Structure
• Disparate Business Procedures
• Scale
• Geography
• Time zones
• Different Faculty/Campus Cultures
3
Monash University Profile
•
Nearly 50,000 Australian & international
students
•
6 Australian campuses, 2 international
campuses and 2 international centres
4
Monash University Profile 2003: Campus
5
Monash University Profile 2003: Enrolments
6
Monash University: Campuses
7
The Monash Vision
A virtual service centre encapsulating both
physical AND online presence
8
Strategic Outcomes
•
•
•
•
Four Es: Efficacy, Efficiency, Ethicality, Elegance
Single-point of delivery for multi-channel management
Integrity
Quality
9
Monash 2020
Support Services Plan: 2002 - 2005
Learning & Teaching Plan
Research Plans
Schedule of Services
Key Areas of Intent
Achieving
self
reliance
Preserving
& building
Monash
image and
reputation
Sustaining
and
developing
Monash
global
operations
Competitive
advantage through
the Monash student
and staff customer
experience
Support
technology
supported
learning
activities &
developments
University
Plans
Developing quality, cost-effective, client-centred mechanisms and structures for service delivery
A. Integrated systems
to support service
delivery
Integrated Systems 2004
HR Systems
Appts/Re-appts on-line
Web based Timesheets/banking
SAP Training and Events
Workcover & OHSE
Staff Development Plans in SAP
Staff Performance Plans in SAP
Mgrs Web based reporting
Student Systems
Callista business improvements
Scholarships and Sponsorships
Callista Research Module
On-line Admissions
Fees Subsystem
Roll out of Course Rules Module,
Course Completion, Graduations
project
Further roll out Progression module
B. Integrated
delivery of
central, faculty
and other
Monash services
Integrated Systems
Projects (cont’d)
Uni wide reporting
Callista Connect
Credit Transfer Databank
eCart/eCommerce solution
HEIMS
Syllabus + (Phase 3)
OHSE Systems
Multimedia Training
On-line form dev’t
Web Publishing
Web Site- restructure
Odata
Community Services
Systems
Integrated
Services
Projects
2004
Caulfield
Service Centre
Telephony
solution for
the Contact
Centre
C. Knowledge/
information
management
systems across
all services
Knowledge &
Inquiry
Mgmt
Projects
2004
Inquiry mgt
system
(ask.monash)
D. Feedback and
Quality
mechanisms to
monitor and
improve the
customer service
experience
Key
Result
Areas
Quality Projects
2004
Student
Administration
Internal Review
HR Services
Internal Review
Content
Management
System
OHS&E
Compliance
projects
CRM
Injury Prevention
projects
Portfolio of
key
Business
Improvements for
2004
Performance Plans
10
Building blocks for Integrated Service
KM/IM
Strategy
Quality
Initiatives
INTEGRATED
SERVICE
Systems
Integration
Infrastructure
11
Building blocks for Integrated Service
Quality
Initiatives
KM/IM
Strategy
INTEGRATED
SERVICE
Systems
Integration
Infrastructure
12
What is Integrated Service Delivery?
A single point of delivery when and where the student
needs it via
• counters (Service Centres)
• telephone
• email
• websites
• on-line facilities such as WES and eServices
• ask.monash (inquiry management system)
Example:The Caulfield Service Centre delivers Student Admin
services plus services for the faculties of Business and
Economics, Information Technology and Art & Design together
with Monash International. The ITS Helpdesk has also colocated in the Centre.
13
Integrated Service Delivery
Enablers
•
•
•
•
Business model that includes SCM, SLAs, KPIs
Champions of the vision
Commitment from stakeholders
Ongoing discourse with University’s strategy
14
Integrated Service Delivery
Blockers
•
•
•
•
Disparate business processes for some functions
Need to achieve short term cost efficiencies
No cohesive information management strategy
Identify management issues with matching right
information to the right people
• Problems with influences over whole university
service strategy
15
KM/IM Strategy
Knowledge Management – Tom Davenport
“…knowledge management has to be "baked into" the job.
It's got to be part of the fabric of the work to import
knowledge when it's needed and export it to the rest of the
organization when it's created or acquired.”
• Attention: Is it worthy of somebody’s attention?
• Appetite: Is it something people are hungry for?
• Affiliation: Are others willing to share the knowledge with
others?
16
Quality Initiatives
• Student Administration & Systems Internal Review
2004
• AUQA Audit 2005/6
• SLAs
• KPIs
• Operational metrics
• Satisfaction Measures (Surveys etc)
• Performance Management Scheme
17
Infrastructure: Campus Service Centres
18
Infrastructure: Caulfield Service Centre
19
Infrastructure: Caulfield Service Centre
20
Infrastructure: Caulfield Service Centre
Services Provided
Produce
• Academic transcripts
• Student letters
• ID Cards
• Travel concessions
Process
• Student forms
• Enrolments
• Payments
Provide general information &
advice on
• Admissions
• Courses
• Examinations
• Graduations
• Scholarships
• Fees
21
Infrastructure: Business Units
KEY CLIENTS
 VTAC
Student
Administration
 Other Central Admin
 Monash International
 Monyx
Client Services
Admissions
Enrolments
Fees
Scholarships
Timetable Systems
 Monash Research Graduate
School
 Current
 Prospective
Manager
Gerard Toohey
 DEST
Officers
KEY CLIENTS
Students
 ATO
 Faculty Managers and
Mainly Bulk
Correspondence
Manager
Terry Hogan
Service Centres
Call Centres
Examinations
Graduations
Students
 Public
 Alumni
 Faculty Student
Services Staff
 Academic Staff
 University Committees
22
Infrastructure: Services & Systems Group, SSS
Student
Administration
Client Services
• Exams
• Admissions
• Graduations
• Scholarships
• Service Centres
Business
Improvements
Projects Team
Occupational
Health Safety &
Environment
Student Systems
Records &
Archives
• Enrolments
• Fees
• Timetable Systems
HR Services
HR Systems
• Application
Development &
Security
• Information
Management &
Support
• Web Systems
• Data Integrity
• Reporting
23
Systems Integration: Online Services
Web Enrolment System (WES)
•
•
•
•
•
Unit Enrolment (with real time update)
Maintenance of Address details
Access to Fee, Enrolment & Payment Details
Viewing Results & Unofficial Academic Record
Viewing Exam details incl. Seating, Location
Timetabling systems
• Viewing personal Timetable details
• Viewing Unit-specific messages posted by academic staff
• Make changes to Lecture & Tutorial allocations (with real time update)
24
Systems Integration: Online Services
my.monash - Portal
• Links to cohort (Staff vs. Student) relevant online Services
• Links to personal Course & Unit information
ask.monash
• Frequently Asked Questions about Student Administration processes
and policies; IT Services; Health, Safety & Environmental issues
• Inquiry submission tool to seek specific information
25
my.monash: Portal
26
Case Study: ask.monash
• A web based customer self-service information and
inquiry management tool for current students and staff
on Australian campus
• A searchable, integrated and dynamic knowledgebase
covering a range of support services
• 24/7 self-service for improved accessibility to
information
• Powered by RightNow™Technologies Service Centre
27
ask.monash: Self-Service Knowledge Base
28
ask.monash: Inquiry Tool
29
ask.monash: Artificial Intelligence Response Tool
30
ask.monash: Personal Inquiry Tracking
31
ask.monash: Sample Inquiry with value-added service
32
ask.monash: Inquiry Workflow
End User
creates and
submits a
question
Unresolved
Tier 1 CSR receipts Incident &
makes decision whether to
A. Solve (immediately)
B. Investigate further
C. Refer on
Unresolved
A. Tier 1 CSR
Solves
(immediately)
Waiting
End User
receives an
Answer to
their Question
Unresolved Unresolved
B. Tier 1 CSR
Investigates
further
C. Tier 1 CSR
Refers on
Waiting
Pending
Tier 1 CSR
Solves
Re-assigned
Tier 2 CSR receipts Incident &
makes decision whether to
A. Solve (immediately)
B. Investigate further
C. Refer on
Re-assigned
33
Case Study: Fees Unit
Objectives
• Inactivate Fees Unit inquiry email address
• Redirect Students’ ‘Fees’ inquiry activity to Caulfield Service
Centre Tier 1 CSRs (processed within ask.monash)
• Fees Unit move to Tier 2 level in processing inquiries and
provide a value-added service with a reduction in generic
inquiries processed
• Encourage Students to ‘self-service’ their ‘Fees’ inquiries
through ask.monash
• Publish relevant useful information for self-service
• Commence November 2003 with Summer Semester
34
Case Study: Fees Unit
Outcomes for Dec 2003/Feb 2004
• Students self-service their ‘Fees’ inquiries in ask.monash (increase of
84% in Fees type Answers Viewed)
• CSC (Tier 1) resolve 1,087 Fees inquiries through ask.monash
• Fees Unit (Tier 2) resolve 57 Fees inquiries through ask.monash
2002
Jan
Phone
2002/2003
Feb
Dec
Jan
2003/2004
Feb
Dec
Jan
Feb
na
na
1,318
1,098
na
275
633
1,214
Email - Fees
354
954
201
2,077
2,974
0
0
0
Self-Service
na
na
229
727
736
688
3,170
6,792
Tier 1 – CSC
na
na
7
37
41
145
429
513
Tier 2 – Fees
na
na
2
9
1
13
17
27
Tier 2 – Other
na
na
6
14
12
35
ask.monash: Performance in 2003
Key Statistics
•
•
•
•
Customers (Current Students & Staff)
Answers Viewed (Self-Service)
Incidents Submitted (Inquiry Management)
Inquiry Management Performance
36
Customer Profile: Staff & Student
37
System Activity: Monthly
38
System Activity: Category
39
System Activity for ‘Student Administration’ 2003
40
Top 14 Answers Viewed in 2003: All Categories
41
Site Activity: Answers Viewed
42
Incident Management: All Categories
43
Incident Management: Resolution Time Tier 1
44
Incident Management: Resolution Time Tier 1
45
Questions
46
Berwick Campus
No of Students:
1,756
Off campus
2.3%
International
16.3%
Higher degree (research) 1.0%
Other postgraduate
Undergraduate
0%
99.0%
Location: Melbourne (Outer Urban)
47
Caulfield Campus
No of Students:
12,841
Off campus
9.8%
International
35.2%
Higher degree (research) 3.2%
Other postgraduate
36.7%
Undergraduate
60.2%
Location: Melbourne (Urban)
48
Clayton Campus
No of Students:
21,906
Off campus
7.5%
International
17.6%
Higher degree (research) 10.1%
Other postgraduate
17.5%
Undergraduate
72.3%
Location: Melbourne (Urban)
49
Gippsland Campus
No of Students:
7,620
Off campus
71.9%
International
35.5%
Higher degree (research) 1.0%
Other postgraduate
20.0%
Undergraduate
79.0%
Location: Churchill (Rural)
50
Parkville Campus
No of Students:
912
Off campus
5.0%
International
12.0%
Higher degree (research) 5.0%
Other postgraduate
Undergraduate
8.0%
87.0%
Location: Melbourne (Inner City)
51
Peninsula Campus
No of Students:
3,125
Off campus
2.0%
International
13.0%
Higher degree (research) 1.0%
Other postgraduate
Undergraduate
8.0%
91.0%
Location: Frankston (Outer Urban)
52
Malaysia Campus
No of Students:
1,779
Location: Bandar Sunway, KL
53
Monash South Africa
No of Students:
235*
*Students enrolled in award courses
Location: Roodepoort,
Johannesburg
54
London Centre
Location: The Strand, London
55
Prato Centre
Location: Prato, Tuscany, Italy
56