Til the Midnight Hour NorMAN Out of Hours Helpline Project

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Til the Midnight Hour NorMAN Out of Hours
Helpline Project
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NorMAN Out of Hours HelplineUser Survey Comment

• This is a great service, a credit to the
  university it shows true commitment to students

Funded by JISC and NorMAN
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Rationale - Some Examples

• Weekdays
• 5 pm Average IT Helpline Closing Time
• 43 - Proportion of Student Sessions after 500
  pm
• Sundays
• 3,100 Number of Student Sessions
• 2,000 Individual Students

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Rationale
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Staffing

• Coverage
• Weekdays 1700 - 2400 7 x 5
• Weekends 0800 - 2400 16 x 2
• Total Min Staff Hours per week 134
• Each shift to have 2 helpline analysts.
• Cost per month 9,000
• At maximum usage (90 calls per shift), cost per
  call 3.60

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The Challenges

• Good idea but unless they have full access to
  the same systems and resources that the daytime
  service have then it's really only a call
  reducing scheme

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Collaboration
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User Survey Comment

• I just hope that a huge amount of expense will
  not be wasted on a service that no-one will use

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Statistics Total Calls Logged
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Daily Call Trend
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Weekend Call Trend
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Call Type Analysis
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First time fix rateProportion of calls resolved
by Helpline
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User Survey
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User Survey
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User Survey
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User Survey Comments

• A very important and well run facility for
  students with IT problems during important pieces
  of work being completed at night and weekends.
• out-of-hours help is greatly appreciated as it
  always seems to be at this time that IT packs up
  on me!
• As a part-time student living some distance from
  the uni the service is a lifeline.

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2007/8 Academic Year

• NorMAN Management Board has agreed to continue
  project within NorMAN for at least 2007/8
  Academic Year.
• NorMAN also agreed to accept non-NorMAN
  institutional participation at a cost of 10,000
  per institution for 2007/8.

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Planned Possible Extensions

• Main enrolment period service (planned)
• Systems Diagnosis followed by callout of
  institutional on-call technical staff (planned)
• Inclusion of FE Colleges (planned)
• Extension of hours of coverage i.e. beyond
  midnight (possible)
• Extension beyond NorMAN (eagerly anticipated!)

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User Survey Comment

• ITS GREAT THAT YOU GET A PERSONAL SERVICE AND
  THE ADVISORS TALK YOU THROUGH EVERY STEP OF THE
  WAY UNTIL YOUR PROBLEM IS RESOLVED. ON THE
  DOWNSIDE YOU HAVE NO EXCUSE TO GIVE YOUR TUTOURS
  FOR LATE SUBMISSION OF WORK HAHA!

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Further Information

• Project Website
• http//nuweb.unn.ac.uk/nooh/
• Email
• debbie.figgis_at_unn.ac.uk
• gillian.cooke_at_unn.ac.uk