Univ of Texas at Austin - Shared Services

[knig...@gmail.com]

The University of Texas at Austin is in the process of implementing Shared Services. We are in the pilot phase with one academic and one administrative unit serving as pilot organizations. Our Shared Services includes business transaction processing and IT desktop and classroom services. What strategies have worked for you for assessing the services - i.e. - customer surveys, campus forums, metrics, etc?

[kathy.kam...@gmail.com]

On Wednesday, October 8, 2014 8:56:03 PM UTC-5, knig...@gmail.com wrote:
> The University of Texas at Austin is in the process of implementing Shared Services. We are in the pilot phase with one academic and one administrative unit serving as pilot organizations. Our Shared Services includes business transaction processing and IT desktop and classroom services. What strategies have worked for you for assessing the services - i.e. - customer surveys, campus forums, metrics, etc?

Oklahoma State University

We have not implemented Shared Services at OSU, but are very interested in the experiences of those who have.

[krist...@gmail.com]

Iowa State University

Our Board of Regents has been conducting an efficiency study; one business case involves shared services. We would be very interested in your experiences and how you have been approaching the pilots.

[fwillbrant]

Kansas State University Response:

We are in the very early stages of looking at shared services.  We have determined that one of our colleges has a model in place that is very centralized and operates in many regards like a shared service center.The main difference at play is that the group reports to the Dean and not to central administration.  We would like to see this model implemented further on the campus and are meeting with campus business managers to try and get more colleges interested in this model.   The college that has the centralized operations is leading the discussions.   For KSU, allowing this effort to be grass-roots,and providing support where needed is more likely to be the ultimate method of consolidation of business processes on our campus.

On Wednesday, October 8, 2014 8:56:03 PM UTC-5, knig...@gmail.com wrote:

[Katrina Yoakum]

The University of Kansas began implementing Shared Service Centers (SSC) in early 2013 and has transitioned about half of campus activities thus far. KU’s SSCs activities include accounting, human resource and post award transaction support. We assess the level of support provided by SSCs primarily through customer surveys and metrics. The pilot KU SSC supports the Liberal Arts & Sciences areas and includes 56 departments. During the first year of implementation, we surveyed department Chairs and area Directors each month to identify areas for improvement and the level of satisfaction. There were many challenges in implementing the initial SSC and it was very important to survey our customers each month to address issues quickly.  Surveys continue to be an important source of feedback during our second year of operation, but are now done three times per year instead of monthly. KU’s SSC survey results are not anonymous. It is important to know where there are issues so we can follow up with departments directly to develop solutions. Following up on each comment is time consuming, but has yielded positive results.

 

Metrics are another important source of SSC feedback. However, measuring what we do is a relatively new concept on our campus. We are in the early stages of working with IT and functional staff to extract data elements to develop meaningful metrics.

 

The University of Kansas has also begun to shift IT services to a central Technical Support Center (TSC) under Information Technologies.  IT is using the following measurements to track IT services.  These measurements are all captured using our ticketing system ServiceNow and we had been using the result to determine our effectiveness and the satisfaction of our customers.

 

• Customer Satisfaction Survey – Non-mandatory survey included in every single ticket that we had closed.  Survey had six questions focus on the timeliness, completion and the how satisfy  the customers are with our overall service provided. 
• Total number of incidents completed
• Total number of incidents completed within or breached Service Level Agreement (SLA)
• Total number of incidents that are resolved in First Contact, we call this First Contact Resolution (FCR)

Resource Contacts:

Jason Hornberger, Assistant Vice Provost, Shared Service Centers, j...@ku.edu

Bob Lim, Chief Information Officer, bl...@ku.edu