DRAFT

Rob says: I pasted this text from the other wiki version into here -- I had to redo all the fomatting markup, as the two systems use totally different markup languages.  Sigh.  The heading styles here clearly aren't what you'd use to duplicate a printed word document.  That can probably be overcome with a custom style sheet, I guess.

Client Support Services - FY2007 Operational Plan

Functional Area: Client Support Services

Mission:

Client Support Services' purpose is to collaborate with MIT faculty, students, and staff to support and maximize their effective use of IT services and technology in fulfillment of MIT's mission. The range of Client Support Services consists of departmental technical support, initial contact and problem resolution through help services, training, communication and consultative assistance to the community, software products, and client security preparedness and response.

Organization:

The CSS Operational Plan is organized in alignment with the IS&T FY 2007 Strategic Plan. Client Support Services will further its objectives in these categories:

• Become a Trusted Partner with the Community
• Improve the IT User Experience
• Provide High Quality, Ubiquitous IT Services
• Improve Performance, Processes and Technologies for Client Support

Strategic Objectives:

1. Provide prompt, accurate, professional resolution of client requests by means of the most effective interaction modes (multiple dimensions). Serve as the front door to IS&T services and tap expertise across the organization. aligns with IS&T Strategic Theme - 1

2. Create capacity to meet the evolving, increasing IT needs of MIT clients through:

• Innovation (Knowledge Base, Content Management Systems)
• New services (Software, Hardware, Tools)
• Process (Escalation improvements, Procedures, Workflows for problem resolution, Combined/integrated services Aligns with IS&T Strategic Themes 2, 3, 4

3. Commit, in each objective, program, project in CSS, to integrate and foster programs for staff learning and development Aligns with IS&T Strategic Theme 5

Resources Required:

This is supposed to be a table.   And actually this wiki has an excellent table editor.

Program 1: Become a Trusted Partner with the Community by establishing direct interaction with clients through a variety of outreach and planning initiatives:

Service/Activity/Project: (Responsible person)

I. Expand IT Security Support activities; engage entire community regarding safe computing practices. Expand awareness and education efforts. (Tim McGovern)

Goals:

• Expand sensitive data campaign to DLCs, including establishing data classification standard, storage media sanitizing service, and close coordination with Audit and other colleague units.
• Expand outreach for the 'Safe Computing' campaign: brochures, meetings with DLCs, the safe-computing@mit.edu mailing list, "This Month in Security" newsletter and other urgent messages of a non-technical, general audience nature.
• Coordinate with the RCC group and selected ILG's to develop a student-specific outreach program to ensure that students have a safe forum to voice security and privacy concerns.

II. Partner with clients to ensure that our programs and services meet their needs and wants (Jon Hunt)

Goals:

• Determine community software needs and preferred delivery mechanisms through 'software liaison meetings'.
• Engage community and IS&T staff to determine the number, timing, and range of software releases that support Institute processes.
• Work with DUE and customers to determine appropriate structure and means to charge nominal fees for student software.

Program 2: Become a Trusted Partner with the Community by providing tools and resources to allow customers to be more self-sufficient:

Service/Activity/Project: (Responsible person)

I. Allow clients greater access to "self-help" materials

Goals:

• Grow IS&T Knowledge Base to increase client capabilities for 'self-help' (Barbara Goguen)
• Make it easier and faster for clients to get software - through downloads or other mechanisms that eliminate the need to travel to N42 (Jon Hunt)

II. Utilize new media solutions to offer clients alternative methods to access our content

Goals:

• Offer Fall Readiness and Security Outreach content via multiple media, including podcasts (Oliver Thomas and Tim McGovern)
• Provide on-line demonstrations (ie. Captivate demos) for high-profile activities (ie. Certificate renewal, SAP upgrade) to allow clients to access comprehensive self-help from their desks. (Carol Wood)
• Improve self-help documentation by implementing the Lenya CMS system which will make it easier to maintain and update software, information and stock answers (Carol Wood)
• Develop plan for better integrating alternative training delivery methods and products like ElementK into the portfolio of the training team. Make those products easily accessible to customers. (Kate Kibbee)
• Educate MIT community members responsible for web content, applications and multimedia about incorporating accessibility into their offerings. (Mary Ziegler)

Program 3: Improve the IT user experience by providing new or updated service offerings to clients:

Service/Activity/Project: (Responsible person)

I. Offer new direct services to clients

Goals:

• Launch coordinated Mobile Devices/PDA services (Kyle Pope)
• Develop a workable support model for integrated communications solutions such as VoIP. (Oliver Thomas)
• (Proposed) Expectation levels, Phase II - establish project manager, team and project plan. (Jon Hunt)
• Participate in iTunesU pilot and determine level of CSS support needed if pilot is to expand to generalized service (Suzana Lisanti and Jane White)

II. Improve on or expand existing client services

Goals:

• Go where the client is: extend DITR offerings in FY07 through long-term and short-term SLA's, expanded membership in the Admin-IT program, and full-year's deployment through the Administrative desktop deployment program. (Kyle Pope)
• Expand remote desktop management option for participating administrative offices. (Kyle Pope)
• Upgrade W92 training facilities (dependence on MIT Facilities department). (Kate Kibbee)
• Review and revise training curriculum to better address changing customer needs. Decrease the number of cancelled classes by half, and improve overall attendance percentage by xx%. (Kate Kibbee)
• Hire 3 additional staff to extend capacity of DCAD team to meet customer demand (Jeff Reed)
• Redefine and implement a new model for offering Usability services to customers. Hire new full-time Usability coordinator. (Jeff Reed)
• Manage client interactions and community input for Request Tracker as an enterprise service, including assisting new customers. Consult with category owners on standard reporting from RT. (Steve Turner)
• Redesign Fall Readiness program in time for FY08 freshman class. (Oliver Thomas)
• Increase satisfaction levels for computing help through improved problem resolution rates. (on-going) (Barbara Goguen)

Program 4: Provide high-quality, ubiquitous IT services by maintaining a consistent, reliable and sought-after suite of Client Support Services

''Service/Activity/Project: (Responsible person)''

I. Retain organizational focus on core mission and services (Managers and Team Leads)

Goals: 

• Assign and monitor staff assigned to core CSS services at overall level of 80% - (actual number TBD) TBD (CSS Managers)
• Other data here showing allocation of resources from the resource model
• Ensure that non-priority projects and other non-core activities do not jeopardize our overall ability to serve customers. (CSS Managers)

II. Within the context of maintaining ongoing operations, integrate support for new products and services (Managers and Team Leads)

Goals: 

• Ensure full ongoing support for Payroll operations (Jane White)
• Provide initial and ongoing support resources to IS&T projects as appropriate. Includes SAP Upgrade, MITSIS, Software Release and other efforts.
• Promote walk-in services in combined service center in N42. (Barbara Goguen and Oliver Thomas)
• Communicate with and support remaining customers undergoing Eudora migration (Jon Hunt and Kyle Pope)

Program 5: Improve performance, processes, and technologies for client support by identifying and rectifying inefficient or ineffective internal processes:

Service/Activity/Project: (Responsible person)

I. Improve financial and resource management practices (Anne Denna and Rob Smyser)

Goals:

• Establish and maintain non-deficit operating level budget. (Director)
• Reinforce fiscal responsibilities - working within budgets, use financial data to insure MIT is getting best value. Understand the financial impacts of priority decisions. (CSS Managers)
• Use data to forecast and identify trends; use to support budget requests. (Anne Denna)
• Use resource model to enable roll-up and view across CSS of resource commitments for activities and projects. (Rob Smyser)
• Continue rate model work with DCAD and expand to at least two other services areas in CSS. (Anne Denna and Team Leads)

II. Improve performance management in CSS.

Goals:

• Establish a development plan for each manager and team leader by 8/31/2006. Report on progress at CSS manager/team leader meetings quarterly. (Ed Dolan)
• Review progress on development plans for selected individuals at CSS manager/team leader meetings quarterly. (Ed Dolan)

III. Improve CSS ability to manage its internal projects.

Goals:

• Provide training and/or support for at least 6 individuals in CSS in the use of project management and/or time management tools and methodologies. (Ed Dolan)
• Review each CSS project in IS&T project database at a CSS manager/ team leader meeting quarterly: plan, changes in status, next steps. (Rob Smyser)

IV. Provide internal tools for improved management of tasks

Goals:

• In conjunction with other client invoicing improvements within IS&T, establish a billing process and set of tools that is uniform across all of CSS. Determine whether central resource can be assigned to invoicing. (Director)
• Complete IS&T Web Site Redesign project in revised timeframe and on budget. Establish new editorial process in collaboration with partners in CSS and all of IS&T. (Carol Wood)
• Identify and implement document sharing mechanism for CSS leadership (Anne Denna)

V. Establish practices and agreements about how we engage with others both within and external to IS&T (Director)

Goals:

• Engage the Relationship Managers in at least two outreach and/or release efforts to determine best practices in utilizing them as a resource. (CSS Managers)
• Complete ACD Implementation Plan, working with telephone staff to work out all technical and security issues. (Barbara Goguen)
• Improve turn-around time for fulfillment of software requests, standardize processing steps and improved tracking and reporting of license and product distributions through Volume and Site Licenses Software. (Jon Hunt)
• Clarify management responsibilities for the MIT Home Page and related services. Create sustainable support and funding model. (Suzana Lisanti)
• Define operational security (including security communications) services, location, and practice. (Tim McGovern)
• Define and develop new strategic and operational planning process to be underway in time for the FY08 Operational Plan. Include one activity toward this goal in each quarterly off-site during FY07. (Director)