Road Map of Presentation The business problem Diagnosis The project The technology The hurdles The benefits

enefits The numbers

The Business Problem Nomadic ICT Staff 7 days to resolve calls 1:4 ICT Officer to Incident Resolution Non standard resolutions ICT Staff spread thin on the ground Low confidence in level 1 support Fear of technology Low Staff Morale

Diagnosis Physical stock take reveals 700+ PCs Hive mentality in ICT Rudimentary ICT Skills Poor ICT Structure Non-existent KPIs for ICT Team Customer = Bother Touching = Fixing

The Project
Beginning
Introduced a Call Center -12 seater Establish a hunting line - Ext 333 Email: helpdesk@usiu.ac.ke Remote Control support from the CC Service Desk System LanSupport Cleaned up the network & policies 15 mins CC; 30 mins RT; 60 mins PCPro Service from 8:00 am to 9:00 pm Review of Performance per Officer SOPs in the form of checklists Intern Induction, training and exams

Fine Tuning
Automated assignment & escalation Closing + Satisfaction Survey + Report Mandatory Certification of Officers Application based training User Manuals Posters for PR and Communication Daily Patrols to Inspire Confidence

The Technology 3 GB RAM PCs Regular phones Standard Microsoft Tools GP to allow for remote assistance MS Outlook Tasks LanSupport From flat LAN to VLANs From 1GB to 10 Backbone From crowd forms online queries Semi-automation of processes

The Hurdles We are not Safaricom or KQ! No CC! Seeing is fixing Remote Control = Security Risk Where is my guy Accountability Allergy (ICT) Deluge of tickets & complaints Getting the basics right Becoming Promise Keepers

The Benefits and The Numbers

Benefits
Faster turn around time Faculty freed from technology Students embrace technology E-Learning uptake shoots up YouTube becomes part of learning ICT becomes paperless SOPs for end and begin semester Evidence of Performance increased customer confidence Confidence in ICT Projects Maintenance adopts LanSupport Interns got permanent jobs

Numbers
Initial investment of 6000$

Resolution 7 days to < 24 hours Performance 1:4 to 1:30 per day 19,000 tickets resolved successfully Lab downtime from 50% to < 1% Apps Supported increase from 10 - 68 E-learning from 12% to 58% E-learning from .ppt & .doc to assignments, exams and multimedia Workshop PCs from 25 0.05 /week 15 interns given contracts 6 contract staff made permanent Reduced interns from 50 to 22 /sem