Providing Personalized Services Based on Last Year's Performance Analysis
[Asia Economy Yeongnam Reporting Headquarters Reporter Kim Gui-yeol] The Gyeongbuk Office of Education operates the ‘NICE User Support Center’ to resolve users' questions about overall NICE tasks and to solve problems that arise during work processing.
The ‘NICE User Support Center’ is staffed by three counselors who handle consultations from schools related to eight academic affairs tasks, thirteen school administrative tasks, twenty-one general administrative tasks, and four public support tasks through phone and PC consultation services.
In 2021, NICE user support totaled 25,167 cases, with 19,281 cases handled via phone consultation service and 5,886 cases via PC consultation service, averaging 2,097 cases per month. This means each counselor supported more than 699 cases monthly.
In particular, user inquiries were concentrated in March, the start of the new semester, and in February and July, the end of semesters. This was analyzed as a result of many PC consultation service requests regarding NICE usage due to changes in task personnel following teacher personnel transfers.
Analyzing user support content by task type shows that academic affairs accounted for 9,709 cases (39%), the highest, followed by remote work services with 3,884 cases (15%), general administration with 2,761 cases (11%), and system management with 2,738 cases (11%).
It was analyzed that inquiries about remote work services increased as telecommuting and remote work for faculty and staff increased due to COVID-19.
The NICE User Support Center continuously revises and supplements the monthly distributed Q&A (FAQ) collections and consultation casebooks to match the users’ level of understanding, providing them for practical use in work.
Additionally, during consultations, explanations are tailored according to the user's understanding of the tasks, and through PC consultation services where the user's PC is viewed during the consultation, efforts are made to provide efficient support and enhance users' understanding of their work.
Park Seong-il, Director of the Budget Information Division, said, “Through detailed analysis of NICE user support records, we will provide ‘user-centered customized services’ that promptly respond to users’ needs, improve faculty and staff’s understanding of their work, and contribute to reducing their workload, so that school tasks can be carried out stably.”
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