askUS Phone Support Hours are Changing on October 1, 2020

Beginning October 1, the askUS support desk phone hours will change to 9 a.m. - 4 p.m., while continuing to respond to email from 8 am-5 pm. During peak processing times, such as semester start-up and fiscal year-end, the askUS support desk will provide additional support to the UT community by extending hours from 7:30 am-5:30 pm for both phone and email support.      

askUS Support Hours beginning October 1

  • Phone – 9 a.m. - 4 p.m.
  • Email – 8 a.m. - 5 p.m.
  • Phone + Email During Peak Times – 7:30 a.m. - 5:30 p.m.
    (Semester Start-up and Fiscal Year-End)

We are making these adjustments to our service offerings after observing clear trends in the data we use to evaluate the performance of the askUS Support team. Based on data collected over the past two years, these trends show a shift of user preference in favor of receiving support via email, an overall decline in requests for support from campus, and consistent customer service ratings.

Our exploration of these trends shows a dramatic move from phone to email requests for help with DEFINE & Workday, with the average number of monthly requests received through email exceeding 60% of all requests over the past 12 months. Shifting resources to respond to this trend requires that we marginally reduce our phone support hours to focus the team’s time where the majority of the work is coming from—email! Our investigation of the overall reduction in support requests indicates that this reduction is due in part to enhancements to the Change Job business process and the increase in mass processing services. Improvements to HR/Payroll processing since Workday go-live have resulted in 9% fewer contacts to the askUS support Desk. Given these trends, we were also interested in determining their impact on customer service levels with timeliness and quality of service provided to our customers being of utmost importance. Here the data shows the customer service experienced by customers who prefer to receive support via email is as good or better as those who choose phone support. Seeing that these trends have not negatively impacted customers, along with our commitment to continuous improvement, we decided to change our phone support schedule. We will continue to monitor these trends and adjust our support services whenever we see a clear benefit to the UT community.

Sept. 25, 2020