System Office Service Desk Call Rerouting
| Name | Nadine Jenkins |
| Location | Kingwood |
| Department | Student Services |
| Statement of Intent | To provide primary phone number for students to call if they cannot locate desired information on the Web, and provide a Webpage on System Office and all campus sites to support the number and provide information that may assist student/parent instead of needing to call. Number and Webpage would be located on following Webpages: Admissions & Registration and Student Support. |
| Goal | Reduce System Office ServiceDesk calls that are student services related (admission, registration, payment, specific college questions); direct callers to Call Centers at campuses to streamline intake of calls and reduce caller confusion about which campus office/dept to contact. |
| Rationale | System Office Service Desk fields a high number of student services-related calls; these questions consistently are among top three most commonly asked questions to System Office Service Desk. Providing a Webpage and single phone number for students to access will promote common enrollment information in order to serve students more efficiently and quickly by directing them to offices that can field their requests. |
| Research | Student services-related questions are part of the top three of types of calls received by System Office ServiceDesk. Over period of April 2005-February 2007, System Office ServiceDesk has received almost 4000 non-IT related calls. MyRecords "reset password" requests total 5199 calls over same period. For the new Webpage, research was conducted using a closed card sort method. WIS researched validity of each proposed page placement and found that users favor Admissions & Registration and Student Support pages when seeking the information presented on the proposed Student Services Help page. |
| Stakeholders | Students, campus call centers, campus student services directors, content authors, Web coordinators |
| Date Needed | October 1, 2007 |
| Recommending Group | Student Services Council |