Proposed title
Using incident management for insights to make better decisions on how to allocate limited resources and support continuity and resilience in the Registrar’s Office.
Learning outcomes
Benefits of incident management
What you should know before starting
Something about resilience, continuity, and disruption
How about these:
Systematic Efficiency: Grasp how ticket management systems streamline service requests, enhancing the overall service delivery for students and faculty.
Data-Driven Decision Making: Discover the power of ticket system analytics in guiding strategic planning, highlighting problem areas, and optimizing resource allocation.
Enhanced Communication Strategies: Recognize the significance of transparency and learn techniques to foster improved communication, leading to increased stakeholder satisfaction.
Program Description
The traditional work-by-email model showed its fragility during a period of disruption due to position turnover in Summer 2022. Our team knew we were busy, but identifying the brightest burning fire was impossible. On August 1, 2022, our team implemented an incident management framework to triage work requests and identify “hot spots” needing attention. Long-term, incident management has provided insights to make better decision on how to allocate resources as well as supporting continuity of operations and resilience in the face of disruption.
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Review Description
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Description:
In today’s environment of constantly having to do more with less, it is tempting to resist change that feels like it will dilute the quality of the service we provide. But sometimes necessity pushes us off the cliff! Our presentation aims to demonstrate how Tulane’s Office of the Registrar adopted a ticket management system and how it has proven to be a transformative tool in our service model.
Key Points of Discussion:
Instantaneous Service Enhancement: With the introduction of the ticket management system, we noticed an immediate enhancement in how we handled queries, concerns, and requests. No longer did requests go unanswered or get lost in a sea of emails. Every ticket, whether from a student, faculty, or staff member, was documented, prioritized, and managed systematically, ensuring timely and consistent responses.
Empowerment Through Data: One of the unforeseen benefits was the rich data the system provided. With the analytics and reporting capabilities, we could identify recurring issues, peak service request times, and areas of improvement. This data was invaluable in our strategic planning and resource allocation.
Improved Communication: The system fostered an environment of transparency. Users can track the status of their requests, receive updates, and provide feedback. This improved communication significantly reduced frustrations and improved overall satisfaction rates.
Case Study – Gaining Resources: Through the data, we were able to present a solid case for additional resources during budgeting sessions. By highlighting the volume of tickets, average resolution time, and areas with the highest demand, we could justify our needs with evidence. No longer were decisions made based on mere assumptions or anecdotal evidence.
Future Forward – Scalability & Adaptability: As institutions grow and evolve, having a scalable system is crucial. We'll discuss how the ticket management system adapted to our expanding needs and how it could potentially do the same for other institutions.
Conclusion:
Our journey with the ticket management system wasn't just about implementing a new tool; it was about reshaping the entire student service paradigm. We wish to share our experiences, the challenges faced, the solutions derived, and the profound impacts we witnessed. We believe our insights can pave the way for other institutions to reimagine their service frameworks, providing an enhanced experience for all stakeholders.