Best Practices in Higher Education Information Resources 1997 Award Winners

Professional Development category - University of California, Berkeley

CAL PACT: CAL People and Computer Training

In 1994, the University of California, Berkeley, began the long process of replacing its legacy financial and human resources systems with new, client/server applications. Staff recognized that the campus community would not realize maximum benefit from the new systems unless they had training in basic desktop tools such as spreadsheets, word processing, and e-mail. In an effort to replace the existing environment of minimal and sporadic departmental commitment to technical training, two departments—Human Resource's Employee Development & Training (EDT) unit and Information Systems & Technology (IST)—formed a partnership to define baseline computing training requirements and objectives for the campus.

The partnership established a campuswide Basic Computer Skills Training task force with representatives from each of the campus control units to develop the CAL PACT (CAL People and Computer Training) program, offering a no-cost training solution to departments and employees. CAL PACT spells out computer core competencies and computer literacy requirements for campus staff and meets organizational readiness objectives set forth by the campus. The core competencies consist of four classes, covering computer basics, Internet resources, the Berkeley computing environment, and computer health matters (taught in partnership with University Health Services and offering ergonomic advice).

To reduce costs and take advantage of a valuable campus resource, students were hired as instructors. Over 100 students were already employed within IST as consultants in the general access and instructional microcomputer facilities, and their technical knowledge and consulting experience provided an excellent applicant pool from which CAL PACT could draw. A one-time allocation from central campus funds covered start-up pilot costs, Web site and course development, instructors fees, and a staff administrator position. Because of the tremendous success of the pilot and the effective campus outreach, funding was awarded for 1996-97 and again for 1997-98. Over 2,000 staff employees have participated in classes since May 1996, taking advantage of the non-intimidating teaching environment and strong central support. Offered for both PC and Macintosh platforms, the CAL PACT program has expanded to integrate a variety of training approaches, including CD-ROM-based training materials, outside training programs for specialized software classes, and a peer-to-peer basic computer skills tutoring project.

Applications category - University of California, Irvine

BYPASS: Using Interactive Voice Response Technology in Parking Permit Sales

In 1995 the parking office at the University of California, Irvine, was handling 22,000 parking permit application forms each year. Customers completed two- or three-part application forms in a labor-intensive, paper-dependent process that required information that was redundant or never used. The solution—BYPASS (Buy Your Permit Automatically Sans Standing-in-line)—involved innovative and thoughtful reengineering, effective process analysis, and a judicious use of outsourcing.

Parking staff redesigned the process based on four design principles: (1) Obtain demographic and employment data from campus databases rather than asking customers to provide data they have already provided elsewhere. (2) Don't ask customers for information they might not reasonably be expected to have. (3) Allow permits to be purchased 24 hours a day without having to stand in line. (4) Automate to streamline paper-intensive tasks and reduce cycle time.

Staff evaluated each item of information requested on the application form to determine whether it was necessary, redundant, or could be provided by another department. They concluded first that the student or employee identification number was the only information necessary to complete the permit sale—and then that the permit application itself was unnecessary because all critical information could be obtained from the registrar and payroll offices. The recognition that policy permits were for individuals rather than vehicles eliminated the need to track license plate numbers and loaner or rental vehicles.

Technological innovation was needed to achieve the third and fourth design principles. Both Point-of-Sale (POS) and Interactive Voice Response (IVR) modules were introduced to accommodate round-the-clock service, streamline paper-intensive tasks, and reduce the distribution cycle time. An in-house program using a relational database now records permit sales transactions, and ICVerify software processes credit card payment, with barcode scanners and receipt printers at each POS station. To further reduce cycle time, the system sends an electronic file of transactions to the permit manufacturer, who then distributes permits to the student's home address via a private courier. The student's signature is verified against an electronic file on the Internet.

As a result, parking staff are no longer directly involved in permit fulfillment for permits purchased through BYPASS; fewer permits are ordered, inventoried, and stocked by the parking office; and students receive their permits prior to attending classes. The BYPASS system is estimated to save over $70,000 annually, while eliminating permit applications reduces in-office permit sale transaction time by 80 percent.