COVER STORY
“WE HAVE ACCOMPLISHED A LOT IN ONE YEAR. APPROXIMATELY 50 VOLUNTEERS HAVE CONTRIBUTED THEIR TIME AND TALENT ...”
Resource Materials: Under Member Support in the Brothers Only, the GKOR team maintains • Chapter Operation Fonteva guidebook • Province Operations Fonteva guidebook • Member Fonteva guidebook The above guidebooks are reference guides explaining numerous functional- ities within the Fonteva application. HELP DESK SYSTEM Senior Technical Support Engineer Mr. David Pugliese created the help desk ticket system. Mr. Pugliese launched the system internally for IHQ staff in March 2024 and subsequently rolled it out to the membership in April 2024. The help desk ticket system has mainstreamed how IHQ responds to inquiries and has significantly improved the customer service experience for our members. The ticket system also tracks user issues for the IHQ staff. The Need Assistance form drives the Help Desk Ticket System. When a ticket is created and submitted in the form, it is categorized, given priority, and assigned to staff to resolve. Every ticket is maintained in a central repos- itory, and members receive automated notifications on the status of their tickets via email. When the help desk ticket system is used, the average wait time for a member to receive an initial response is 29 minutes. The average time from receipt of an issue to closing of an issue is 2.07 days. The top five ticket requests received are: 1. Dues & Payments
2. Login Issues 3. Internal IHQ Tickets 4. New Membership Inquiry 5. General Inquiry
Alpha Psi by improving operational support of fraternity operations with the Fonteva application while simul- taneously restarting a Grand Chapter office. “We have accomplished a lot in one year. Approximately 50 volunteers have contributed their time and talent to improve our technological capa- bilities. We have added outstanding information technology professionals to our International Headquarters staff who have modernized and trans- formed the technology infrastructure at IHQ. We have improved our cus- tomer service to the membership by implementing a help desk ticket system that allows for a more transpar- ent and quicker resolution of issues,” stated Kyles. “However, with all that was accom- plished, I recognize there is so much more to be done. Our digital infrastruc- ture is still not completely serving the needs and desires of the membership. In 2024-25, our focus is centered on taking the next steps to meet those needs. The focus includes further development of our mobile applica- tion, stabilizing and enhancing the functionality in the Fonteva application established in 2023-24, and continued work with goal of having all chapter and province administration capabilities residing in a single system.” ♦
FINAL THOUGHTS Since taking office in August 2023, GKOR Kyles and his team have accom- plished a significant number of goals that impact Kappa Alpha Psi across the board from the individual member, undergraduate and alumni chapters, IHQ, 12 provinces, and fraternity leadership. Brother Myers reflected on the responses from chapters and prov- inces on the GKOR Administrative team’s efforts. “Overall, the feedback from chapters and provinces has been favorable and helpful as we continue improving the experience for brothers. I recognize the challenges of inter- acting within a new system and the change management that comes with that, but I truly enjoy hearing feedback from brothers that go into the system and work through the guidebooks and just explore.” “Being able to hear that experience reminds me that the work we are doing is bigger than us or our respective provinces. It’s about Kappa,” stated Myers. A final thought from GKOR Kyles on his enormous undertaking of imple- menting his plan to support Kappa
26 THE JOURNAL ♦ SPRING 2024
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