Skip to main content

News

University Business magazine honors Carthage

  • Carthage is one of eight colleges and universities nationwide to be honored by University Business magazine in its summer ...
    Carthage is one of eight colleges and universities nationwide to be honored by University Business magazine in its summer 2013 “Models of Efficiency” national recognition program, thanks to improvements in the Library and Information Services request tracking system.
    Carthage College

By

Elizabeth Young

September 18, 2013

Carthage is one of eight colleges and universities nationwide to be honored by University Business magazine in its summer 2013 “Models of Efficiency” national recognition program.

The program recognizes innovative approaches to streamline higher education operations through technology and business process improvements. Carthage was recognized for improvements that Library and Information Services made to its request tracking process.

“Help requests have so many touch points that it’s nearly impossible to maintain them properly without a tracking system,” said Tim Goral, senior editor of University Business. “Carthage College’s solution does a great job of creating a digital record, while also offering anytime, anywhere accessibility.”

LIS’ 22 staff members answer 10,000 questions a year, from where to find a book to why a student’s email account suddenly stopped working. With the number of requests on the rise, Carthage needed an organized tracking process. Combining Request Tracker, an open source ticket system, with Google Apps for Education, allowed work to be assigned and scheduled, and keep the requester informed. Staff members estimate that the new system has eliminated up to 80 percent of repeat, follow-up phone calls and saved $4,000 annually.

Models of Efficiency is sponsored by Higher One, a leader in providing services to higher education administrators and students at more than 1,600 campuses across the U.S.