Customer Relationships – what we achieve when we listen to each other
Judy Russell, Queen’s University
David Wilson, University of Guelph
Andrea Chappell, University of WaterlooApril 28, 2014
Why have Advisory Committees?
When
We
Our customers tell us their needs, concerns, priorities
And we tell them what can and can’t be done and why
And together we talk about what to do next
create a common vision
build trust and understanding
share accountability
Advisory Committees at Queen’sStudent Advisory Committee 2011 ->
Enterprise Information Technology Advisory Committee2012 ->
Faculty Advisory Committee2014 ->
Student Advisory Committee
• Created 2011 (stole the idea from University of Guelph)• 4 staff – 2 ITServices, 1 Library systems, 1 other campus IT• 14 students – from 13 student government/associations• Meetings - September – April, 1st Monday @5:30, pizza & pop• Annual report with recommendations
Faculty Advisory Committee
• Created January 2014• 5 staff – 4 ITServices including CIO, 1 other on campus IT• 8 faculty - each representing a different faculty or school• 1 University Librarian (aka faculty)• 1 grad student• 1 meeting / month – 1 joint meeting with Student Advisory• Annual report with recommendations
Challenges
• Scheduling – food helps • Who drives the agenda?• Turnover – lack of continuity• Don’t make promises you can’t keep
University of Guelph
ITSAC – IT Student Advisory Committee
•Objectives•Critical Success Factors •Trends•Successes and Challenges
University of Guelph
Objectives for ITSAC
Provide a forum for effective dialogue between students and the IT programs/service providers on campus.
Review IT-related programs and services used by students on campus.
Assess and recommend any changes or additions to programs/services for the future.
Submit an annual report including the review and recommendations of ITSAC to CCS and Institutional leadership
University of Guelph
Critical Success Factors for ITSAC
Overall community awareness of the group and its mandate
Active participation from committee members, organizational IT service providers as well as student body and IT executive
An effective method of ensuring timely, two way communication between membership and constituent student body needs to be in place early
Role of ITSAC needs to be clear to all stakeholders
Feedback mechanisms to demonstrate that the group is an effective agent for change.
University of Guelph
Trends for ITSAC
2004 – IT services primarily provided by institution. Capability, reliability and performance in certain areas are in some degree deficient and we are looking for institution to remedy it.
2009 - Infrastructure is in good shape, now we want to do more with technology and we want institution to provide capability as well as skills to use it. Both for us and the faculty
2013/14 - We are quite happy with the infrastructure. We are looking to external sources for functional solutions. We want the institution to make information more available and organized so we can use it.
University of Guelph
Successes
Implementation of Google Apps for Education IT Campus Security Awareness Campaign
IT Bytes (short solution cycle issues)
University of Guelph
Challenges
Keeping discussion strategic rather than operational
Keeping discussion representational rather than personal
Understanding ITSAC’s role relative to other continuous improvement initiatives, communication channels and sources of IT leadership
WATERLOO IT ADVISORY
COMMITTEES
Andrea Chappell, Director of Instructional Technologies and Media Service,
Information Systems and Technology
IT resource groups at Waterloo
• Reviewed groups as follow-up to IT community Strategic Plan (ITSP) project
• 15+ groups, various purposesAll groups include information sharing
Operations & change planning
Advisory to another group
User groups
• Mix of IT service providers, and IT users
OUCC 2014 – Customer Relationships and Advisory Groups panel
IT resource groups are a mix
• Computing Technology Services CommitteeIT Directors and managers in IST and FacultiesMeant as resource to campus IT committee, for operational issues, planning implementations, infrastructure topics
• Learning Environment Operations4 collaborating departments for tech and pedagogical support areas
• Admin. Info. Governance Committee - NewCampus data stewardsInfo management compliance, access to data, etc.May infrequently bring items to campus IT committee
Sample advisory group: Student Technical Advisory Committee• Chaired by Special Advisor to VP & Provost• Monthly, Sep – Apr, 4:30 – 6pm, incl. supper• STAC recommendations that got traction
Better cell coverage
More complete wireless coverage
Student portal (slow to get started)
Access to data/Open data (infrastructure for, process to “clear” data not complete)
OUCC 2014 – Customer Relationships and Advisory Groups panel
Need another committee (um, meeting)?
• Do you need to create a new committee?• Do you need a specific constituent group committee?• Do you need a committee focused on IT, or could you tap into
other user groups?• Consider the existing meeting group membership and mandates
What gaps exist? How might those be filled?
OUCC 2014 – Customer Relationships and Advisory Groups panel
Go Green: Reduce, Reuse, Recycle!
• E.g., input/feedback for Tech-enabled T&LLearning Environment Operations
Student Technical Advisory Committee
Undergraduate Operations
Graduate Operations
Teaching Fellows – one for each Faculty
Student Success Office – organize focus groups
Faculty Association
Federation of Students
OUCC 2014 – Customer Relationships and Advisory Groups panel
When needed, create a group
• E.g., created ad hoc faculty focus group for proactive learning environ “scan”, feedback
15 – 20 profs, from all Faculties, mix of heavy, typical, and light instructional tech users
Sent questions in advance
Met as a focus group, got input
Summarized back to group
Duties over, group dissolved
OUCC 2014 – Customer Relationships and Advisory Groups panel
So, another strategy …
• Find regularly meeting constituent groupsStudents, Faculty, Staff, IT Staff, Administrative users, etc.
• Find mandates and membership, consult Chair; if fits, get on their agendas
• Consider short term for targeted input/feedbackAd hoc groups, focus groups, surveys, etc.
• But, if needed, create a new group!
OUCC 2014 – Customer Relationships and Advisory Groups panel