Ellen Lin, COO of Green Dot Public Schools National, discusses the implementation of a help desk ticketing and knowledge-based solution at Green Dot. The project aimed to streamline operations and improve efficiency by replacing the use of email for ticketing across departments. Ellen shares the challenges faced, the evaluation process for selecting a vendor, and the fast onboarding and implementation timeline. She also highlights the impact of the ticketing system on agents and the organization as a whole. Ellen encourages operational leaders to prioritize projects that align with organizational goals and to think strategically about system redesign.
As your organization scales, systems and processes require new design and often new technology to maintain efficiency.
When selecting a new vendor to redesign a system, consider the specific needs of different departments and ensure the technology can accommodate differentiated use cases, workflows, and security requirements.
Change management is always difficult at scale, but onboarding and implementation timelines can be accelerated by involving department managers early and frontloading training for end-users before rollout.
Continuously evaluate and iterate on your operational systems. In the case of Green Dot's helpdesk solution they are regularly looking to track tends, improve response times, decrease the number of tickets, and increase user satisfaction.
03:06 Background on Green Dot and Green Dot National
04:43 Size, Scope, and Scale of Green Dot
06:38 Conditions that Led to the Ticketing Project
08:07 Prioritizing the Ticketing Project
10:22 Challenges with Legacy Systems
12:34 Using Email for Ticketing Across Departments
13:49 Beginning the Project and Evaluating Vendors
15:32 Choosing DeskPro as the Vendor
20:28 Fast Onboarding and Implementation
22:38 Departments Integrated with DeskPro
24:36 Impact of the Ticketing System
26:20 Long-Term Iterative Approach
30:16 Encouragement for Taking on Projects
ABOUT OUR GUEST
Ellen Lin serves as the Chief Operating Officer at Green Dot Public Schools National. Ellen is responsible for overseeing the Human Resources, Information Technology, Information Systems, Data and Analytics, and Compliance services for all Green Dot regions. Ellen joined Green Dot in 2007. Prior to joining Green Dot, Ellen worked as a Center Director for SCORE! Educational Centers, a subsidiary of Kaplan that provided supplemental tutoring for students pre-K through 9th grade. Ellen earned her Bachelor of Arts from Pomona College with a major in Politics and a minor in Music and an MBA from UCLA Anderson.
You can listen to Charter School Insider: Lessons from the Nation's Top Charter School Operators on your favorite podcasting platform...