The following community update was shared with University Service Centre teams on Feb 12, 2024:
Dear colleagues,
In 2022, the University Information and Technology (UIT) team enabled the first phase of York’s new ticketing portal – Halo – which allowed members of the community to interact with existing tickets directly through the Halo website. As of Dec. 8, 2022, community members with Passport York IDs could:
- Check the status of their submitted tickets.
- Reply to open tickets directly through the Halo portal.
- View the communication history of a ticket.
- Close an open ticket.
As part of the University Service Centre’s (USC) efforts to ensure we are evolving to meet the needs of community and staff, the USC has been collaborating with UIT and the Service Excellence Program (SEP) to expand the use of Halo in other university services.
It is with great pleasure that we announce the launch of new Halo enhancements for the Contact Centre, Pension & Benefits (PB) and Payroll & Records (PR) teams within the USC. With the integration of PB and PR processes into the Contact centre – which will be the first point of contact for all community inquiries within the USC – community members can now get quicker resolutions for their inquiries.
Some of the changes you will notice include:
- Improved service delivery and faster response times for all PB and PR inquiries.
- A smoother standardized process with valuable analytics that allow you to assess service delivery for short and long-term business needs.
- Enhanced metrics that empower the USC to create operational reporting dashboards, giving managers new insights into the actual time spent on each activity carried out by staff serving the community.
- The ability to identify potential causes for delays, monitor performance against service level agreements (SLAs), and proactively adopt additional process improvement initiatives.
- A data-driven approach that supports informed decision-making and fosters continuous improvement within the USC.
This launch expands the availability of Halo processes to other teams within the USC. We would like to extend our appreciation to everyone who supported the implementation including Catherine Parks, Gillian Colleen Cameron and Josie Singh for their input and direction, and for the important roles their various teams played in adopting this change.
If you have questions, concerns and feedback about PB and PR processes within Halo, please feel free to reach out to me at dmirvine@yorku.ca or to the Service Excellence Program Team at servicee@yorku.ca.
Sincerely,
Diane Irvine
Director, USC People Services
Meagan Heath
Director, USC Operations