huit fall startup 2014 review
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Huit fall startup 2014 reviewTRANSCRIPT
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
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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?