The zig-zagged experience of individuals seeking assistance, and then being sent through a series of disjointed touchpoints, creates frustration and inefficiencies. TeamDynamix customer Rhonda Spells-Fentry, VP for Enterprise Technology and CIO at Prince George’s Community College, was featured in Education Technology Insights and describes her priority to stop the ping-pong effect and improve service across campus for students, faculty, and staff.
By Rhonda Spells-Fentry, VP for Enterprise Technology and CIO, Prince George’s Community College
I’ve set a priority to stop the ping-pong effect, the zig-zagged experience of students, faculty, and staff being sent through a series of touchpoints going from building to building or website to email to website. This phenomenon creates frustration and inefficiencies and impedes the learning process. At Prince George’s Community College (PGCC), we serve a diverse population of nearly 40,000 students who represent 103 countries worldwide with approximately 2,500 faculty and staff members supporting the campus. Each individual has a broad spectrum of needs whether it is related to IT, facilities, HR or media services and servicing these needs quickly and painlessly is a critical building block to their success.
“A self-service portal with a knowledge base and service catalogue for making requests dramatically improves time to resolution.”
A few years ago, we decided to take a hard look at the ping-pong experience across our campus, which included all aspects of administrative and academic operations. In doing this, we stepped through the actual experiences of our students, faculty, and staff. We found that our own internal structure was disjointed and this was causing a fragmented experience with wasted time and resources.