January 21,
2015

PURPOSE & AGENDA
Purpose : Share what has been accomplished so far, discuss on going strategies and introduce you to new members of the ISC leadership team
Agenda:
 ISC State of the Union
 ISC Leaders Panel Discussion
 Small Group Sessions with New ISC Leaders
 Discussion & Reflection
 Next Steps and Close
01/21/15 ISC State of the Union 2

YOUR FEEDBACK BECAME OUR GOALS
Four Goals
 Improve Collaboration, Role in Cross-University
Decision-making and Coordination
 Fix Billing, Funding, and Cost Recovery
 Fix ISC Culture
 Improve Customer Service
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COLLABORATION:
ACCOMPLISHING MORE TOGETHER
 ITR, Tech Jobs@Penn, and Research Subgroups
 ButtonUp
 Common Solutions
 IRM Initiative
 IAM Advisory Board
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BILLING, FUNDING & COST RECOVERY
 IT Financial Management – accounting for every dollar
 Services and Organization Realigned for Simplicity,
Efficiency and Optimization
 Simplification of Cost Structures
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ISC CULTURE
EASY TO DO BUSINESS WITH
 Client-focused Guiding Principles
 Client-centered Organizational Alignment
 Shared ownership and accountability
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CUSTOMER SERVICE
 New Client Care/Intake Model
 New Website
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01/21/15
Spotlight – Client Care
Dawn Augustino
ISC State of the Union 8

ISC CLIENT CARE
 New Model Launched October 2014, included
 Single point of contact service for ordering and requesting ISC services and support
 One phone number, one email and one website
 Consolidation of 6 help desks into one
 Planning for next Release
 Continue consolidation ISC service desks; with priority placed on:
 improving the client experience
 increasing transparency of support requests
 standardizing fulfillment practices
 Order Management System
 Identify areas for improvement
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ISC CLIENT CARE - FIRST 90 +DAYS
Early client feedback indicates marked improvement in service response, communication, and consistent/predictable experience
 I have worked at Penn for almost 6 years and the new Client Care team is a breath of fresh air for the IT community. They are responsive, keep us updated and “they” should be commended for their empathetic listening and actually following through with the feedback that was received—something unprecedented in the pre-Tom ISC. Kudos to the entire team!
 I just wanted to write and say that I have been very impressed with the work that they have been doing with regard to the Client Care
Initiative. They have engaged constituents, welcomed feedback and executed on what I know to be a complicated process. It is also readily apparent that they are taking our feedback to heart and [I] am seeing our needs being addressed in very concrete and balanced ways.
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ISC CLIENT CARE PERFORMANCE
Resolution improves with Client Care
25
20
15
10
5
0
October
November
December
Infra- structure
21
14
7
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PennNet
17
8
5
Web Hosting
14
8
3
ISC State of the Union
Exchange
14
10
4
PennNet Phone
13
8
5
PennKey
5
1
2
11

ISC CLIENT CARE PERFORMANCE
EXTRA
Top 5 requested services
400
350
300
250
200
150
100
50
0
01/21/15
PennNet PennNet Phone Zimbra Exchange
ISC State of the Union
Web Hosting
December
November
October
12

01/21/15
Spotlight – New Website
Jaron Rhodes
ISC State of the Union 13

SPOTLIGHT – NEW WEBSITE
 Consolidating 20k HTML pages; 8 websites
 Drupal 7 CMS
 Hosting on Pantheon cloud
 Soft launch in early February
 New Website
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LOOKING AHEAD
 Continue what we started:
 Client focused
 Transparency – cultural and transactional
 Rationalize, harmonize, simplify and standardize
 Technology Services
 AND
 Competitive costing
 Self Service
 Strategic –position IT at Penn for success
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01/21/15
ISC Leaders Panel Discussion
ISC State of the Union 16

SMALL GROUP SESSIONS WITH
NEW ISC LEADERS
After a brief break,
 Go to your group station
 Meet with your first of four Newly Named ISC Leaders
 Donna
 Jeanne
 Jim
 Kirk
 After 10 minutes, ISC Leaders will move to the next group until each ISC Leader has met with each client group
 Return to your seat for discussion after meeting with the
4 th Leader
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SMALL GROUP SESSION
STARTING STATIONS
FRONT
Screen
Donna
Main floor front
Kirk
Main floor rear
REAR
ISC State of the Union 01/21/15
Jim
Balcony front
Jeanne
Balcony rear
18

01/21/15
Discussion & Reflection
ISC State of the Union 19

DISCUSSION & REFLECTION
In small groups, discuss:
 What did you hear?
 What is one big question, concern or suggestion you have about what you heard today?
 What is one thing that you like about what you heard today?
Write one or more question, concern, suggestion, or other feedback on index card(s). Give to any ISC team member.
01/21/15 ISC State of the Union 20

01/21/15
Next Steps & Close
ISC State of the Union 21

Thank you
Contact us with more feedback about ISC State of the Union at redefiningisc@lists.upenn.edu
01/21/15 ISC State of the Union 24