huit fall startup 2014 review

Fall Start Up 2014 Review

Peter Baskette

Managing Director, Support Services

Fall Start Up is…

Crucial for many reasons:• Represents an opportunity to create a positive first impression for new

students and for parents

• Helps set tone for academic year

• Requires substantial coordinated efforts for many groups across FAS and Harvard

• Represents annual cycle of significant activity, starting in the Spring or earlier and culminating with the start of classes

• Puts many HUIT services through their paces

A complex choreography of activities, teams, systems, processes, events – and the students, faculty, staff, and parents! – that launches

each new academic year

From HUIT’s perspective, Fall Start Up requires broad collaboration and coordination

Some of our partners

• College• GSAS• Registrar’s Office• Provost’s Office• DCE• MTS• Campus Services• FDO• OSL• FAS Physical

Resources

… and most of the rest of the university

Some key events and activities

• Student registration• StarRez and Move-

in Day• Placement Exams• First Day of classes• Study Card Day• Cross-registration• Classroom and lab

preparation• Faculty outreach• Network device

registration

Our constituents include

• 6,700 undergrads• 4,000 graduate

students• 2500 instructors• 76 course catalog

coordinators• 17 resident deans• Over 100

undergraduate and graduate program administrators

3

HUIT’s approach to Fall Start Up has historically been focused on functional areas

• Teams working within their areas on core activities on well-understood activities such as: - Registration and enrollment activities - Classroom and lab preparation - Outreach to faculty

Streams of Activity

• HUIT preparatory activities include: - Weekly meetings leading up to arrival of students - Daily conference calls through first week of classes - Identification of systems and services critical to Fall Start Up - Change freeze and major incident process preparation - Implement improvements based on previous lessons learned

Specific Actions

Additionally this year, effort to Connect the Dots

A more holistic view that:

• Added role explicitly accountable for coordination of HUIT activity

• Synthesized Fall Start Up information into a packet

• Increased communication including SLT update emails and postings to HUIT intranet

Led to better cross-activity awareness, support, and execution.

Building on strong individual streams of activity, this year we added unifying coordination.

How did it go?

• freshmen registered for housing over 2 days1650

• calls answered5,137

• study cards scanned10,264

• students registered10,554

• total tickets17,134

• devices registered on the network27,671

• Positive feedback from many stakeholders• Minimized impact of issues that arose• Passed the Crimson Test: Stories were about expanding the weekend

brunch schedule, not technology

By the numbers…

Tickets distribution was predictable with the majority focused on set up of computers, email, and accounts

7

PC Softw

are

Walk-

in S

ervice

s

PC Hard

ware

FAS Mail

PIN

ICEM

ail

Telephones

Lab support

Canvas

Printin

g0

500

1000

1500

2000

2500

1909

1064948

822701

473395 393 386 384

Top Ten Services

Ticket distribution by team was also predictable with majority resolved by service desk and field support

8

Servic

e Des

k

Field

Sup

port

Wal

k-in

Sup

port

Cente

r

Comp

Lab

& Cla

ssro

om

Accou

nts &

Acc

ess M

gmt

SEAS Sup

port

NOC

FAS Ace

mdi

c Tec

hnol

ogy

Telec

om S

uppo

rt & P

rovis

ioni

ng

Win

dows A

dmin

0

500

1000

1500

2000

2500

3000

3500

4000

4500

3975

2969

1189

645 626458 453 430 399 367

Top Ten Assignment Groups

2012-2014 Retrospective

• HUIT has built a feedback/action item loop for improving Fall Start Up each year.

• HUIT/FAS coordination and communication has improved with a stronger partnership in all aspects of engagement.

Fall Start Up

Feedback and Analysis

Action Plan

Implementation

9

Some areas where we can improve

Communicati

ons

• Expanded Fall Start Up online presence• Post relevant documentation• Post event-driven updates

Partner

coordination

• Physical Resources – better coordination with housing events• DCE – tighter coordination in support of their students• Registrar’s Office – continue to strengthen partnership

Learning

spaces

• Increased coordinated support for technology is classrooms, labs, and other learning spaces

• Supports HUIT’s goal re learning spaces• Opportunity to collaborate more tightly across HUIT and with partners like MTS,

Physical Resources, Registrar’s Office, et. al

Thanks to all the teams!

Questions?