Last updated January 2007.
This is a DRAFT (and even after it's not, this will be a living and changing document). Indeed, we encourage you to help us develop and refine our mission and goals. ACCORD is uniquely positioned to look at technology services for academics and education across all of MIT. If you see things missing from our goals or strategic themes or if you would like ACCORD to engage with new activities that are not represented here please let us know by using the Contact Us section of this site!
ACCORD's mission is to ensure that all academic computing service providers on campus work together in a cohesive and transparent manner to provide faculty and students with seamless and responsive service in the academic computing domain. Further, it will initiate and monitor processes designed to foster the continuous improvement of these collaborative service arrangements.
Goals
- Provide a seamless and satisfying experience for faculty and students in their use of academic computing services
- Coordinate and establish synergy of various MIT academic computing service groups to ensure easy faculty access to these services
- Improve responsiveness to faculty and students while leveraging opportunities for greater efficiency
- Provide a coherent academic computing service experience to both clients and providers
- Play leadership role in the evolution and sustainability of academic computing services
Strategy
Communicate
- Develop mechanisms to communicate relevant information about services and resources through a variety of channels and formats to clients (e.g. Web Pages, Portal, Newsletters, Brochures)
- Connect needs to appropriate services
- Service level and capacity management, matching client expectations with provider capabilities and identifying gaps
Understand Need
- Understand the requirements of faculty and students.
- Harvest, aggregate and communicate input and feedback received from clients to understand service requirements.
Facilitate
- Clarify workflow and handoffs for multi-agency services
- Provide pathways for effective and efficient transition and handoff of services involving multiple agencies (i.e. serve as consistent "second point" of contact and escalation for queries that existing service lines are not set up to respond to
- Academic service continuity management to help insure that innovations are stabilized and sustainable
- Contact and relationships for services – developing and implementing the support processes including problem resolution and escalation
- Inform evolution of services in core service groups
- Identify gaps in service and develop processes to eliminate and/or prioritize them appropriately
Accountability
ACCORD will receive guidance from and report to MITCET
ACCORD will provide reports and performance metrics to the client community