BUSINESS SERVICES COMMITTEE (BSC)
Meeting Notes
December 4 2015
1:30 – 3:00 pm
FAC 228D
I.
Service Center Concept – Endorse (Jamie Southerland)
Jamie Southerland presented the proposal for the concept of UT Service Center
Proposal for a 311 for Campus. Wants to establish a central service center to
provide effective, efficient quality Tier 1 support for campus.
Concept is:
 To provide a 311-like service for campus, build and manage a
knowledgebase to resolve as much as possible at first contact
 Route incidents/requests to centers of excellence and other organizations
as required
 Enable contact types including web requests, email, phone app, chat and
walk-up.
Goal is to unify campus and have a central service for information on the
campus.
Q. When you say campus, do you mean faculty and staff or students as well?
A. We’re thinking big picture, as in everybody. For now, starting with ITS
helpdesk and use that as a foundation to be ready to take on other areas of
business.
Includes a Best Practice Service Operations Model. Tiers are:
Tier 0: Self Service Capabilities
Tier 1: Contact Center
Tier 2: Team
Tier 3: Team or Subject Matter Experts
Case assignment path will go from lowest tier to highest tier depending on
complexity of service. It optimizes the use of self-service capabilities and
maximizes the number of inquires that can be resolved at the first point of
contact.
Q. What do you mean by everything?
A. Transactional parts of HR, Accounting, and ITS, (desktop support). There’s a
long list of things that are not in scope of Shared services. We are not saying
that all these things will be adopted into shared services.
Q. One of the concerns I have for HR only is that we have a service center and it’s
pretty developed, and it does this triaging to second tier and others as it is right
now. I’m concerned about it not be duplicative of what is being done, the
accountability of what is be discussed is streamed through HR. Having a
secondary resource for HR is confusing for campus, and is not efficient, and it is a
beginning way of forum shopping. I would have to feel comfortable about this
being accepting it.
A. I agree. The issues of being duplicative, we are already being duplicative
already. You have to have someone curating your knowledge. This would not be
taking over content. This would be answering the questions that units provide. If
they don’t know, they’ll go to tier 2.
Q. If they give out information for what we create for this, and I don’t like their
answers, I want to be able to do performance management. Who has control
over the people who do this, and accountability over the person and
information? I want to be very careful of the handoff of the services because it’s
critical.
A. The answers that they provide they should be reading from a script that you
provide.
Q. How long does it take to get from this service center to the local ones? What is
the visibility in the timeline for this? That’s where to me this more centralized
areas has the potential to close the timeline for this.
Q. Is this a problem? Doesn’t the university have a number right now?
A. Accounts payable is one example of there are 12 people getting 5,000 calls a
year. You don’t need a skilled account payable to see where their check is. I need
a Tier I Help Desk for this. They do have a website with this information but they
still get calls. Proposal is to look at this concept and start the conversation.
Q. Are auxiliary (Athletics, Parking, etc.) included in this?
A. They could be.
The person on the call is only going to answer the questions that they have been
approved to answers. They will route to others if they don’t know the areas.
The committee asked Jamie to continue to explore this concept but was not
ready to endorse/approve it at this time.
II.
WorkDay Demonstration
Jesse Caps gave a demo on the Workday product.
Q. Will this be skinned at all to look UT rbanded?
A. It’s not there yet but we will be able to have that functionality around
September of next year. Eventually individuals will have their own pictures for
their page.
Q. Are you going to work with University Communication?
A. Yes.
Q. Will this be made in an effort to look like UT Portal or more like Workday?
A. That is a good question. We control over standard coloring. The more we can
maintain the look a feel, the better.
III.
ITS Applications 2015 Service Plan – Update (Julienne VanDerZiel)
Julienne gave a presentation on ITS Application 2015 Service Plan. Outlined
team organization and their accountability with IT Governance. Also included
last year’s key accomplishments, current major projects, deferred projects, and
operation metrics.
IV.
ITS Zero-Based Budget – Brief (Brad Englert)
Brad Englert presented the ITS zero-based budget brief for the past years. The
goal of the zero-based budget was to evaluate and prioritize the projects and
services of the organization and to make the organization more transparent.
From fiscal years 2009 – 2013, 44 services have been introduced and more than
30 services have been retired. A detailed report is available on the CIO website.
January meeting cancelled. ASMP 2.0 is cancelled as well.