The challenge
RMIT University has more than 100,000 students and 11,000 staff across five campuses in Melbourne and regional Victoria. Technology had to be simple to access and use — but instead, IT was creating distractions.
As Sinan Erbay, CIO at RMIT University, explains:
“IT was creating too much noise. RMIT’s staff and students had to be able to focus on what’s important to them – be it learning, research or admin. We threw it out to the market to bring us something that reimagined our end user computing services. How do we get things done more easily, simpler and faster?”
The solution
To solve this, RMIT partnered with Compnow to launch Techbar Service hubs across its campuses. These walk-up support hubs replaced time-consuming calls and email troubleshooting with face-to-face help.
Key to the success of Techbar are PC Locs FUYL Smart Lockers. Devices are securely stored, pre-imaged, and ready for collection, giving staff and students immediate access to the tools they need.
Ben Doubleday, Senior Manager of End User Technology at RMIT, says:
“What has reduced so much noise is that pre-imaged devices are ready and waiting for user collection at secure PC Locs smart lockers. They have immediate access and log-ins for onboarding launches.”
The results
The results have been transformative:
- More than 6,000 devices under streamlined management.
- User satisfaction never below 84%, with “terrific feedback” from staff and students.
- Significant reduction in IT tickets and overall costs associated with device management.
Instead of wasted hours on troubleshooting, users can walk up, collect a device, or resolve issues quickly. As Ben notes:
“Support needs to be consistent and frictionless and it may mean changing the way you look at your issues.”
A model for higher education
With PC Locs Smart Lockers at the heart of Techbar, RMIT has turned a frustrating IT experience into a model of efficiency.
Here's how Sinan reflects on the shift:
“With immediate service rather than having calls and messages going backwards and forwards, we’ve gone from frustration on all sides to happy users and staff. Everyone gets the same high standard of care.”
The future of IT in higher education is frictionless, efficient, and human-centered — and PC Locs Smart Lockers are helping make it possible.
Want to see how PC Locs Smart Lockers can transform device management at your school or university?