Saturday, May 03, 2008

UTO Reorg






opscaredev-cropped.jpgIf you haven’t already heard, we've made some changes to UTO's organizational structure to help us serve the University better. You can see the new organization chart on the UTO People page. We've focused the bulk of the team around three principal activities: Operations, Customer Care and Development - Ops, Care and Dev for short.














Ops NapkinThe Ops team, headed by Bob Nelson, is charged with making today as good as yesterday. This means the Ops team is focused on providing a rich and reliable technology utility including robust network and voice connectivity, managed technology services, and 24x7x365 access to the range of applications and online services central to ASU's academic, research, and administrative activities.
Care NapkinThe Care team, headed by Sarah Hughes, is charged with making every day a great day. Their mission is to create “raving fans” of ASU’s technology services by providing in-person, online, and self-service aid to ASU’s students, faculty, and staff. The Care team also works closely with Ops and Dev to make ASU’s technology environment understandable and enhance our customers' productivity.
Dev NapkinThe Dev team, headed by Max Davis-Johnson, is charged with making tomorrow better than today. and is responsible for working with all of ASU’s administrative units as well as students and faculty to continually improve the information technology environment at ASU in support of University priorities.

We are determined to use this new organization to improve UTO's operational efficiency and reliability, accelerate development, and provide better customer service. Making the three missions of Ops, Care, and Dev as distinct as possible will give us greater clarity on how to measure and improve success.

Next up: the Concept of Zero and the Concept of One.

11 comments:

Jamie May 4, 2008 at 7:16 AM  

ASU's probably got the one of the most elite UTO's on any college campus. I've met with Leah and I'm looking forward to meeting Anish, and to see all the stuff that goes around their offices makes me realize that either a lot of universities don't care about the customer, or that their usability is pretty bare bones and that they don't get a lot of feed back from students to improve on it. Even from the admissions and applications aspect from when I was a non-student, the user experience was definitely far more intuitive and responsive when I compare it to other universities that I applied to. Furthermore, as soon as I was a student I already felt very much at home because I was immersed within the different systems used at ASU. I just recently learned about itunesU from Jason Landers at alt^I and there are A LOT of services such as itunesU that are offered for the student that a lot of people either don't know about or utilize.

I've also been talking with other experts on their blogs concerning eLearning (WebCT, ANGEL and other course/content management systems) and ASU's got it right on with integrating all these different systems for a rich student experience (even branching out to a web 2.0 niche with ASU Blogs) when you compare it to other Universities like Drexel even (who way back in the day had their systems sparse and all over the place, their grading system was set up on bannerweb, their e-mail was strictly client based (Pine, Outlook), and their course management was on another system..etc), and their other web services were on other systems (financial aid, and tuition...etc why can't these services be combined?)

After seeing the new design prototypes from Leah, I can see that the UTO is really responding to students who demand a more intuitive and consolidated user experience which already places it ahead of a lot of other colleges who really have their services stagnant, static and sparse (that is to say that there's no room for dynamic content, or room for students to thrive on the services offered here at ASU beyond just signing on to check your grades or to view your tuition balances).

Keep up the good work UTO!

Hypotheek Berekenen May 27, 2008 at 8:14 AM  

As said here before. Impressive what ASU is doing while I read all this. My biggest issue at my last BBA was that I just felt like a number, now my MBA I really already feel some more "respect" when they see me more as the client.

I can state it very clear, without students no school. Some professors and boards sometimes intend to forget that ;-)

Toni,  June 1, 2008 at 5:36 AM  

The collaboration with Gmail was a great idea! Sadly, every other change that's come out of UTO has been overwhelmingly negative from my perspective. Over the past year, UTO has significantly increased my workload, and continues to do so by making unannounced changes and delivering untested technologies. I've been at ASU since 1999 and never had a problem until Fall 2008. Since then, I haven't gone a week without the aggravation of having to work around technologies that just don't work anymore.

Daniel June 4, 2008 at 3:57 AM  

These technologies are great - but just remember that they are being produced by the few useful people that haven't been hit by the "oh sh^!, our budget just evaporated again" train.

darel eschbach,  July 22, 2008 at 12:28 AM  

The link to UTO People seem to be broken. I got page not found.

Thanks.

Chris August 21, 2008 at 10:31 AM  

Hey, the core symbol looks just like the man... I mean the burning man logo, check it out: http://www.bloggersblog.com/pics/burningman.gif

Love,
Chris

Sean,  August 27, 2008 at 5:50 AM  

When will you guys stop reorg'ing and focus on the task at hand, which is to improve service and support?
We got very good email support last year and now he's gone!

Janet Soper,  August 29, 2008 at 1:44 AM  

Adrian,
I just noticed that your link at the top of this blog entry to the UTO People page is now broken. I was trying to send a colleague the link to the UTO org chart and had remembered this blog entry's discussion and links. What is the current link to the UTO People page and/or the UTO org chart?
Thanks,
Janet

Jeni Li,  September 17, 2008 at 5:35 AM  

Adrian, I've just taken a CRM case that says your "UTO People" link on this blog post is broken. From the context, I'm guessing the correct link is now http://uto.asu.edu/people . I've notified the customer of the correct link and told her I'd inform you.
Cheers
j

Hypotheek March 23, 2009 at 8:48 PM  

Interesing information. Thanks for posting.
Regards,
Angela

Chris Russell June 10, 2009 at 8:23 AM  

Yes hey that icon does look like the burning man!