Hurry, hurry! ¡Ándale¡, ¡ándale¡ Everyone wants answers quickly and UNM’s CIRT has provided a tool to help. FastInfo, a knowledge base on the Web at FastInfo, currently supports several campus departments.
“I believe many more UNM departments will be able to reduce cost and increase customer satisfaction using this technology,” said Danny Lee, CIRT knowledge management specialist.
Commonly asked questions are posted and range from “How do I forward UNM email to my Yahoo account?” to “What are flexible spending accounts?” Relevant departments, in these instances, CIRT and Human Resources, provide answers.
Adopted last year to assist the CIRT Support Center, the project quickly widened to include Project LINK’s Service Center. Under the guidance of Associate Controller Frances Starnes, the “finance” section of FastInfo was developed to support the first Banner module implementation.
CIRT employees realized that the product could be adapted to assist most any department. Currently, FastInfo has searchable knowledge bases for admissions and recruitment, registration, financial aid, housing, graduate studies, and human resources.
“Employees and job applicants can get most of their general human resources questions answered through Fast Info,” said Kim Singleton, staff recruiting
services supervisor.
If a user is unable to find the right answer in the system, FastInfo provides several channels to obtain expert help.
“You can submit a question to a consultant, chat online with an expert, or request someone from the department call you back at a convenient time,” Lee said.
A high percentage of users locate answers online, he said, noting, “FastInfo is not intended to replace phone consultants, but by eliminating many basic and repetitive requests, it does free up expert time to concentrate on more complex questions.”
Any department on any UNM campus can be added to FastInfo. Adding a department requires some implementation work handled by the CIRT Support organization and generally takes a few weeks.
For an initial discussion, department representatives should contact Lee at abqdan@unm.edu.
Contact: Laurie Mellas, (505) 277-5915; e-mail: lmellas@unm.edu