[Edited on 5/10 to add the reference to the summary report]
The User Support Services project report and a summary of the report are now available!
Following the Campus Engagement project, the User Support Services (USS) Analysis project is the second project in Transform IT. This project has two phases: recommendation for how USS should be delivered to campus and the implementation of USS. This report outlines the recommendation for USS.
The User Support Services Analysis recommendations aim to increase efficient use of IT support resources, drastically reduce or eliminate duplication of user support for IT services, and consolidate support tools, processes, and services. Through USS, IT support should be provided to campus in a way that creates a consistent user experience for all students, faculty, and staff.
The recommendations in this report were developed with an eye towards how efficiencies could be gained by adjusting how IT services are provided while remaining agile, innovative, and not reducing existing levels of service.
Jessie Minton, chief information officer, is presenting the recommendations at two town hall meetings on Transform IT:
- Portland: Friday, May 17 @ 12:00pm (noon); location is TBA
- Eugene: Tuesday, May 28 @ 1:00pm in the Knight Library Browsing Room
Minton has also met with the University’s senior leadership team and dean’s council to discuss the USS recommendations. During the remainder of May, Minton will also meet with IT directors and their staff, as well as other campus stakeholders, to discuss the USS recommendations.