CIO releases recommendations for EUA follow-up

Last week, we posted the final recommendations report of the Enterprise University Applications (EUA) Project. Today, we’re sharing CIO Jessie Minton’s recommendations for further analysis and implementation of those changes on a category-by-category basis.

Minton will discuss both the EUA Project team’s final report and her recommendations at the Transform IT virtual town hall meeting tomorrow (Wednesday, July 15), at 10:30am-12pm. As a reminder, registration is required.

USS Metrics for June 2020 review period

The User Support Services Implementation schedule began with transitions into User Support Services by College of Design (on April 27), School of Journalism and Communication (on April 27), and College of Arts and Science (on May 18).

User Support Services is gathering and sharing the following metrics:

  • Customer satisfaction scores for four questions, each using a 1 to 5 scale
  • Time to respond data

During most of June, implementations were put on hold while we gathered data on the quality of support. The new team, USS Academic North, is comprised of IT professionals from College of Design, School of Journalism and Communication, and College of Arts and Science.

Customer Satisfaction

The chart below shows customer satisfaction scores for the new team and compares those scores with those from the Technology Service Desk (Tech Desk) for the same period.

Column chart that shows customer satisfaction metrics for USS Academic North compared to Tech Desk

Time to Respond

This measures the amount of time it takes, on average in hours, from when a customer creates a ticket to when they receive the first response.

Team Hours Days May, 2020 June, 2020
USS Academic North 8am to 5pm Mon-Fri 7.1 7.24
USS Tech Desk 8am to 10pm Mon-Sun 3.26 1.8

Figures above are average of the absolute hours to first response for the period shown. Here, “absolute” means the clock starts when the ticket was created and ends when the initial responsible group first responds regardless of work hours. Teams with shorter hours of operation may see longer average times due to requests that arrive just past close of business. 

More Data Available

Information Services will publish metrics monthly for User Support Services at User Support Services Metrics (UO Service Portal).

In the future, we aim to include first contact resolution (FCR) metrics. FCR is the measure of how often a question is answered on the first contact.

EUA final report released; virtual town hall scheduled for July 15

The final recommendations report of the Enterprise University Applications (EUA) Project is now available.

The EUA Project team recently completed an assessment of software applications in use at the university. The report outlines the team’s recommended approaches to changing the purchase, development, management and support of applications to save resources and improve services. An executive summary is also available.

A virtual town hall meeting to discuss the EUA recommendations is scheduled for Wednesday, July 15, at 10:30am-12pm. UO faculty, staff, and students are invited to attend. Registration is required.

At the town hall, CIO Jessie Minton will also share her recommendations for further analysis and implementation of those changes on a category-by-category basis, which may involve the reorganization of IT staff who support applications in some categories.

You’re welcome to submit questions in advance to Kristin Smith at or ask questions during the Zoom meeting.

If time permits, Minton will also field questions about the ongoing USS implementation project.

Six UO IT staff hired for EDM team

The User Support Services team is excited to announce six new employees for the Enterprise Device Management (EDM) team! Michelle Brown leads this newly-formed group.

The EDM administrators, who will be responsible for systems administration of enterprise devices, are:

  • Shane Martins, previously with SAIT;
  • Jason Shirley, previously with College of Design;
  • Ryan Stasel, previously with School of Journalism and Communication; and
  • Michael Suskin, previously with Lundquist College of Business.

The EDM team will also manage campus computer labs. The EDM Computer Lab team is comprised of:

  • Peter Verrey, previously with UO Libraries, lead as the Lab Manager;
  • Ben Heiken, previously with Information Services, will be a lab administrator reporting to Peter.

The searches for the Knowledge Manager position and two USS manager positions continue.

For a more complete picture of the User Support Services organizational structure, see the USS organizational chart on this site.

EUA project team submits final report to CIO

The Enterprise University Applications (EUA) Project team submitted its final report to CIO Jessie Minton on June 15.

The report reflects the team’s recommendations for categories of applications in use at the university that have the potential for efficiency gains and cost savings related to purchasing, hosting, management, and support.

The team will discuss the report with Minton at its final weekly meeting on June 18. In the coming weeks, the report will be posted on this website.

EUA project team compiling recommendations for applications

Over the past few weeks, the Enterprise University Applications (EUA) Project team has gathered data to create a catalog of applications in use at the university. Team members have also been evaluating the range of software used at the university. In groups of two or three, they have been reviewing applications on a category-by-category basis, in categories such as finance and business processing, project management, and forms and surveys.

As of May 20, the subteams had identified application categories with the potential for efficiency gains and cost savings related to purchasing, hosting, management, and support. Project Manager Tony Saxman is compiling those recommendations into a draft report for the full team to review.

The team then plans to choose four or five projects to recommend as the initial priorities for further focused analysis and implementation.

Team members are also working to develop recommendations about the delivery of custom application development as a service and associated potential organizational changes.

USS Implementation schedule

Paul Taylor, project manager, and Gary Sullivan, director of user support services, and Gary’s assistant directors continue to develop a transition schedule for the User Support Services Implementation project in conjunction with stakeholders in each unit.

Start Date Unit to Transition into USS USS Support Team
Complete College of Design Academic North
Complete School of Journalism and Communication Academic North
Complete College of Arts and Science Academic North
June 2020 Evaluation period—complete
6/29/20 UO Portland Academic Central
7/6/20 Student Life Administrative
7/20/20 VPFA, Global Engagement, Military Science and others supported by FAIT (Tim Miller’s team) Administrative
7/27/20 School of Music and Dance Academic South
8/3/20 Lundquist College of Business Academic Central
8/10/20 UO Libraries; Graduate School Academic South
8/10/20 Advancement and Communications Administrative
8/24/20 College of Education Academic South
9/14/20 Student Services and Enrollment Management Administrative
10/12/20 Finance and Administration Shared Services Administrative
10/19/20 Honors College Academic Central
11/9/20 Business Affairs Office Administrative

Revised 7/27/20

NOTE: All dates above are tentative until confirmed except for units that have started implementation.

Transitions to schedule

  • School of Law