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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
NorMAN: Out of Hours IT User Support for Students and Staff 2nd Stage Funding – Final Report
Authors: Trevor Cornwell, Debbie Figgis, Gillian Cooke NorMAN Out of Hours Helpline March 2010
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
Contents 1
Executive Summary
3
2
Background
4
3
Feasibility Study Outcome Report August 2008
6
4
Details of 2nd Stage Funded Project
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
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EXECUTIVE SUMMARY 1.1
Overall Comment on the Funded Pilot Programme 1.1.1 The programme to accelerate uptake of the NorMAN Out of Hours Helpline service has been delivered successfully and has achieved the target of 10 additional subscribers over the period April 2009 to July 2010. 1.1.2 The Service now has 25 subscribing institutions accounting for a potential 21% of the UK’s HE student population at HE institutions (including the Open University). 1.1.3 The Service will continue and projections indicate that it will continue to be financially sustainable. 1.1.4 There continues to be a high level of satisfaction with the service from end users – 83% Satisfied or Very Satisfied. 1.1.5 The funding provided by HEFCE successfully stimulated and supported accelerated growth in uptake of the service and facilitated marketing activities that underpin the continued growth of the service.
1.2
Validity of Assumptions In Feasibility Study Report August 2008 1.2.1 The findings of the current study closely match those indicated in the August 2008 report. 1.2.2 The only significant deviation is the potential deceleration of uptake due to the budgeting concerns of HE institutions in the light of recent funding announcements. 1.2.3 In summary the following assumptions from the August 2008 report are all upheld : There continues to be a User requirement. There continues to be an Institutional requirement. The shared service model continues to work. There is a sufficient market. The service continues to be financially viable and sustainable. The service delivers considerable financial benefit to the sector. Priming HEFCE funding did successfully accelerate uptake of the service.
1.3
Efficiencies Delivered From the Funded Pilot Phase 1.3.1 Compared to the cost of institutional self delivery the additional 10 subscribers achieved during the period of funding delivers annual benefit of between £556,000 and £1,346,000 depending on level of staffing assumed.
1.4
Sector Wide Benefits 1.4.1 Overall annual benefits of between £1,390,000 and £3,360,000 can be realised with the current 25 subscribers (as at March 2010).
1.5
Wider Rollout Within Sector 1.5.1 Assuming a 50% conversion rate of the 36 good and longer term potential subscribers the overall annual benefit to the HE sector would be between £2,390,000 and £5,790,000. 1.5.2 Optional increased hours of cover (Extra Hours) have now been made available to subscribers to facilitate additional savings. 1.5.3 Active marketing of the service will continue in order to realise this potential which would be greatly assisted by the injection of further acceleration funding should it be available.
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BACKGROUND 2.1
Background to HEFCE 2nd Stage Funding 2.1.1 In March 2009 the NorMAN Out of Hours Helpline service submitted a request for HEFCE 2nd Stage Funding. 2.1.2 The agreed outputs of the £150,000 funding were indicated in the request and are shown in italics. The bullet points indicate the relevant activity taken during the funded period April 2009 to March 2010.
2.2
The Programme 2.2.1 Over the next 12 months, the following activities are due to take place to encourage the growth in the sector and to ensure service levels are maintained at a satisfactory level:
2.3
Marketing and Publicity 2.3.1 Marketing of the service to attract new participants through appropriate canvassing, advertising, conference stands. Employment of dedicated sales staff to carry out telesales campaign and assist with other activities including prospective customer visits Development of marketing materials and website Attendance at conferences. 2.3.2 Publicising the service success through publications and press releases with particular reference to the HEFCE Shared Services programme Press releases submitted Articles submitted to UCISA Update, Support World Supplier case studies (helpdesk system and knowledgebase).
2.4
UK User Group 2.4.1 Organise a one-day event in a central location for representatives from participating institutions to discuss service operation, developments and improvements. Conference in London organised in November, current and prospective participants invited with 39 representatives attending.
2.5
Additional Helpline Advisers 2.5.1 To deal with increased volume of calls as the number of participants expands. Helpline team increased significantly to facilitate 50% increase in staffing at peak periods.
2.6
Technical Support 2.6.1 Helpdesk system set up (customer data, daily call handover) for new participants Automated processes were developed to ensure efficient and consistent set up of institution reference tables, customer data import routines and daily call report production 2.6.2 Production and automation of statistical analysis on queries logged, phone system data. Monthly statistics are now generated through an automated process for dispatch to the home institutions.
2.7
Knowledgebase Support 2.7.1 Loading of local information for new participants to be used by Helpline staff. The knowledgebase has grown in importance with the expansion of participants. Loading standard FAQs into the knowledgebase has been a pre-requisite for go-live at each new institution. There is also continual updating to take account of changes and ensure the Helpline offers up to date advice.
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
2.8
Quality Assurance 2.8.1 Dedicated management resource to ensure effective service management The Out of Hours Helpline Manager and full time Supervisor have devised quality assessment schemes for ongoing monitoring of Helpline staff. Regular service reviews have been conducted with representatives from the participant organisations monthly or quarterly as agreed with them. 2.8.2 Customer survey – online survey of students at participating organisations 12 universities participated in the survey which was carried out in October by a market research company, the fourth student survey since the service started in 2006. 83% of those who had used the service were Very satisfied or Satisfied overall with the service received. 2.8.3 Regular ‘mystery shopping’ reports. Participants have been encouraged to carry out mystery shopping as regularly as possible and feedback on results.
2.9
Training & Staff Development 2.9.1 Formal initial and ongoing training for Helpline staff in helpdesk operations, data protection, contingency plans. Data protection training sessions run by Northumbria University’s Data protection Officer were organised for all staff to attend. New staff undergo an intensive programme of training before they become active advisers. This is essential to cope with the complexities of providing service to a large range of customers. Contingency plans for a number of scenarios have been tested during out of hours operation.
2.10
Deliverables
Deliverable
Date in Proposal
Actual Outcome
Helpline staff training sessions
July-September 2009
Achieved
SCONUL Conference stand*
June 2009
Invited to run a workshop session at SCONUL 2010
UCISA Advisory & Support Staff Symposium stand/workshop
July 2009
Attended
Marketing materials refresh
September 2009
Achieved also website redesign and refresh
Customer survey
End October 2009
Achieved
UK User Group
End November 2009
Achieved
UCISA Management Conference and JISC conference
March 2010
UCISA attended March 2010, JISC booked April 2010
Additional participant recruitment – 10 additional subscribers
Apr 2009 – July 2010
Achieved
* After evaluation of the opportunities to promote the service alongside the costs, it was decided this would not be a worthwhile event to attend.
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FEASIBILITY STUDY OUTCOME REPORT AUGUST 2008 3.1
Background 3.1.1 HEFCE funded a Business Case and Financial Model study in 2008 which culminated in a Feasibility Study Outcome Report produced in August 2008. 3.1.2 The assumptions and conclusions contained within the August 2008 report are commented upon in this section in the light of the findings of the 2nd Stage Funding period April 2009 to March 2010. 3.1.3 The headings reflect the conclusions contained within the August 2008 report.
3.2
Is there an IT User Requirement? 3.2.1 Perceived Importance – Students continue to attach high levels of importance to the availability of support out of hours – 74% Important or Very Important.
3.2.2 Query Volume out of hours – the overall volume of Out of Hours queries continues to grow year on year as the number of subscribers increases.
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3.2.3 Query Volume by Hour (see example month below) – Out of Hours calls logged on the helpdesk system indicate a continuing requirement for the service from subscribers.
3.3
Is there an Institutional Requirement? 3.3.1 The continued growth of the service from 8 subscribers in July 2008 to 25 by December 2009 indicates that institutions believe that there is a need for such a service. 3.3.2 At the 1st UK NorMAN Helpline User Group meeting in London delegates unanimously indicated the value of the service to their institutions both in financial and non-financial terms.
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3.4
Will a Shared Service Work? 3.4.1 User Satisfaction – the service has grown considerably over its lifetime to date. Satisfaction with the service continues to be high at 83% (satisfied or very satisfied) representing a 5% improvement over the previous year’s survey.
3.4.2 1st Level Fix Percentages – increased growth in subscribers has not adversely the 1st level fix percentages achieved by the service (example month shown below). Institutions indicate a high level of satisfaction with the fix levels achieved to date.
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
3.4.3 With subscribers from the far North, South West and South East of Great Britain geographical proximity has proven not to be an issue in the provision of the service.
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
3.5
Is there a Sufficient Market? 3.5.1 The service has grown by 10 subscribers over the period of funding. 3.5.2 An evaluation of future prospects is shown graphically below indicating 5 good and 31 longer term prospects based on knowledge to date.
3.5.3 Whilst the service was initially established as an IT Helpline the internal organisational structures of some of the subscribers has meant that the Helpline now provides 1st level support for a variety of other areas most notably Library queries. 3.5.4 Recently the service has had sales enquiries from the Libraries of institutions that do not subscribe from an IT perspective. It is worth noting that these do not include the fielding of detailed Learner Support type queries but rather the more generic type such as information about payment of fines, renewing library books etc. 3.6
Is the Service Financially Viable? 3.6.1 The service is financially viable and is self sustaining. 3.6.2 Subscription fees are assessed annually and adjusted to achieve a projected positive cashflow. 3.6.3 It is anticipated that growth will slow down due to budget concerns within Institutions especially in the light of recent HEFCE funding announcements. This can be compensated within the cashflow financial model by a corresponding decrease in growth in staffing costs (which account for the majority of the services costs). The service is however still getting a number of fresh enquiries which will hopefully be converted into subscriptions. 3.6.4 A number of the management delegates at the UK User Group meeting indicated a wish to explore the feasibility of extending the hours of cover provided by the service and the ability to book day cover for events such as staff away days and emergency cover. The Extra Hours service has now been approved by the NorMAN Management Board and takes the following form :
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report
Standard subscription - £19,000 (2009 rates) Extra Hours 1 (morning) cover to 09:00 instead of 08:00 - £3,000 Extra Hours 2 (morning) cover to 10:00 instead of 08:00 - £7,000 Extra Hours (afternoon) cover to 16:00 instead of 17:00 - £3,000 3.6.5 Whilst these Extra services add to the cost of the subscription they offer the opportunity for the subscriber to remove costs from their institutional budgets if these hours are currently being covered by agency staff or overtime payments thereby offsetting the costs of the NorMAN Helpline subscription. 3.7
Is the Service Financially Beneficial to the Sector? 3.7.1 In calculating the Financial Benefits accruing from the service the following assumptions have been made : Cost savings are based on difference between Institutional self provision compared to subscription to the NorMAN Service. Single Staffing means 1 FTE covering the hours 17:00 to 08:00 weekdays and 24 hours at weekends. The equates to an annual cost including vat of £78,000 per institution. Double Staffing means 2 FTE covering the hours 17:00 to 08:00 weekdays and 24 hours at weekends. The equates to an annual cost including vat of £157,000 per institution. Staff costed at £12.20 per hour – assumes use of an institution’s own staff therefore no vat is applied. Savings would be greater if agency staff have to be used in an institution. Cost of subscription to the service is based on 2009 levels of £19,000 plus vat. 3.7.2 Funded Period Benefits – over the period covered by the 2nd stage funding annual benefits are shown below. The additional annual benefits achieved are between £556,000 and £1,346,000 depending on level of staffing assumed.
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HEFCE Shared Services Project – 2 Stage Funding NorMAN : Out of Hours IT User Support for Students and Staff – Final Report Wider Sector Benefits – overall annual savings of between £1,390,000 and £3,360,000 can be realised with the current 25 subscribers (as at February 2010). This grows proportionately as indicated below with increasing numbers of subscribers.
3.7.3 Assuming a 50% conversion rate of the 36 good and longer term potential subscribers the overall benefit to the HE sector would be as follows : Single Staffing – annual benefit £2,390,000 Double Staffing – annual benefit £5,790,000 3.7.4 The VAT effect – during the financial year 1st August 2009 to 31st July 2010 there will be an £89,000 vat loss to the sector through having to charge vat on invoices to subscribers.
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3.8
Is Priming Funding Required? 3.8.1 Actual Growth in Subscribers Compared to Predicted Growth – the accelerated growth line achieved due to the HEFCE funding closely matches that projected in the August 2008 report.
3.8.2 As stated earlier, growth is expected to slow down due to institutional budgeting concerns across the HE sector. 3.8.3 The HEFCE additional funding to accelerate growth has undoubtedly been successful. Future additional funding would almost certainly have similar positive impact as it would allow more injection of sales activity and the exploration of service extensions which may not otherwise be possible. 3.9
Overall Comparison to Feasibility Report (August 2008) 3.9.1 In conclusion the findings of the current study closely match those indicated in the August 2008 report. 3.9.2 The only significant deviation is the potential deceleration of uptake due to the budgeting concerns of HE institutions in the light of recent funding announcements.
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DETAILS OF 2ND STAGE FUNDED PROJECT 4.1
New Subscribers Added During Funded Period April 2009 to March 2010 University of Bradford Staffordshire University London School of Economics and Political Science Strathclyde University University of Liverpool Liverpool Hope University University of East London Nottingham University Royal Veterinary College Southampton University
4.2
Total Subscribers as at Date of Report Aberdeen University Bournemouth University University of Bradford De Montfort University Durham University University of Exeter University of Huddersfield Imperial College London Leeds Metropolitan University Liverpool Hope University University of Liverpool London School of Economics and Political Science London South Bank University Newcastle University Northumbria University Nottingham University Portsmouth University Royal Veterinary College Southampton University Staffordshire University Strathclyde University Sunderland University Teesside University University of East London University of the West of England
4.3
UCISA Advisory and Support Staff Symposium 4.3.1 The NorMAN Helpline Service exhibited at the symposium held in Birmingham in July 2009. 4.3.2 As a direct result of contact made at the symposium 1 additional subscriber joined the service.
4.4
UK User Group 4.4.1 The 1st meeting of the NorMAN Out of Hours Helpline UK User Group was held at The Royal Society, London on the 10th November 2009. 4.4.2 39 delegates from 24 institutions attended the one day meeting. 4.4.3 The meeting included the following topics –
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Update on the current status of the NorMAN Helpline service A delegate presentation Presentation of the results from the 2009 NorMAN Helpline student survey Group discussion to receive feedback about the service and suggestions for additional services Demonstration of the Knowledgebase and support software used by the service An opportunity for further group discussion focussing on user support issues 4.4.4 Feedback from delegates was very positive as indicated below : 95% indicated that the meeting was very worthwhile or worthwhile attending 95% stated it met their expectations 95% stated that they would like to see an annual User Group event organised 4.4.5 Group discussions identified the possibility of some additional services that the NorMAN Helpline service may wish to consider : Extra Hours to extend the hours of cover – this has now been implemented Extra Days to provide cover for institutional staff away days or emergency cover 4.4.6 To facilitate networking amongst subscribers it was also suggested to establish a forum for communication about general items of mutual interest. A JISC Mail Forum has subsequently been set up. 4.5
General Marketing Activities 4.5.1 A sales executive was employed for most of the funded period and engaged in telesales activity, telephone and web conferences and a limited number of site visits. 4.5.2 12 telephone/web conferences were undertaken and resulted in 8 new subscribers. 4.5.3 A limited number of visits to London institutions was undertaken (3 visited) which resulted in 1 new subscriber. 4.5.4 The NorMAN Helpline service marketing material content and image was refreshed. 4.5.5 A UK top level domain was established for the service and the website content and image refreshed. http://www.outofhourshelp.ac.uk/
4.6
Events 4.6.1 UCISA Management Conference, Harrogate, March 2010 – The NorMAN Helpline exhibited and benefitted from a number of enquiries that are likely to lead to additional subscribers. 4.6.2 JISC Conference, London, April 2010 – exhibiting 4.6.3 SCONUL Conference, Leeds, June 2010 – invited to deliver a workshop session.
4.7
24 x 7 Approach for Other HEI Specific Functions 4.7.1 Evidence of the potential for extending the 24 x 7 approach to other functions has emerged from the variety of query currently handled by the Helpline. In addition, discussions with subscribers and prospective subscribers have highlighted development potential. 4.7.2 Types of functions include Estates queries e.g. access control incidents, lighting or heating fault reports Main switchboard calls (e.g. Northumbria switchboard calls are routed via the Helpline out of hours) Wider student-related enquiries e.g. enrolment processes, open days, fee queries.
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Investigations into library services of a more in depth learner support nature are at an early stage and gathering of metrics will continue. Current metrics, which it should be noted are from a very limited pilot group of institutions at present, indicate that the incidence of this type of query out of hours may be low and its potential untapped. However, further work would need to be carried out to make a full assessment of this area of out of hours support. Funding for an additional pilot would be required due to the different staff skills set required. 4.8
Progress Reporting 4.8.1 Over the period of funding there have been 4 meetings (April, July, November 2009 and January 2010) with the HEFCE representative Mr Paddy Walker which have been extremely beneficial to the project.
4.9
Use of Funding 4.9.1 Staffing – Sales Executive, Technical Staff, Additional Helpline Advisors, Knowledgebase Staff 4.9.2 Events – UCISA Symposium, UK User Group, UCISA Management Conference March 2010, JISC Conference April 2010 4.9.3 Survey – User Satisfaction Survey conducted by Bluegrass Research 4.9.4 Use funds from HEFCE 1st April 2009 to 31st March 2010 Description Established Staff
42,921
Non-Established Staff
87,290
Staff Costs
130,212
Professional Services
8,091
Publicity/Marketing
8,067
Staff Development
2,183
Travel/Subsistence
1,447
Non-Staff Costs
Total 4.10
Amount
19,788
150,000
Conclusions 4.10.1 The programme to accelerate uptake of the NorMAN Out of Hours Helpline service has been delivered successfully and has achieved the target of 10 additional subscribers over the period April 2009 to July 2010. 4.10.2 The Service now has 25 subscribing institutions accounting for a potential 21% of the UK’s HE student population at HE institutions. 4.10.3 The Service continues to be financially sustainable and there is still significant interest in the service from additional Institutions. 4.10.4 The funding provided by HEFCE successfully stimulated and supported accelerated growth in uptake of the service and facilitated marketing activities that underpin the continued growth of the service.
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