Case Study
Online education division credits help desk with improving efficiency
SucceSS Story u Masso nline, the online education division of the u niversity of Massachusetts, was established in 2001 to increase access to the university and meet community educational needs. It supports all five of the university’s campuses—UMass Amherst, UMass Boston, UMass Dartmouth, UMass Lowell, and UMass Medical—as well as state-funded programs such as the Department of Elementary and Secondary Education. Receiving consistently stro