An e-support office (e-learning helpdesk) was established during 2005 to provide the following centralised support services to users:
- quick solutions and immediate support to lecturers, support staff and students with respect to the e-learning systems at UP;
- e-administration training to enable staff to utilise the existing UP e-learning systems, in order to improve their own efficiency and enable them to provide assistance to users to function independently;
- just-in-time training to assist lecturers with basic Lecturers Online and clickUP functions;
- customised training of lecturers and support staff on specific needs in Lecturers Online or clickUP at a time and venue of their own choice
Future plans of the e-support office include implementing a service management system which will provide a consistent service to users, accessible via a single point of access. Services will then be measurable and automated request handling and problem resolution will be beneficial in improving workflow. It is expected that the system will provide valuable project tracking information needed by project managers, as well as statistics which may be helpful in identifying trends and problem areas.