planning a quality roadmap to reinvent and improve services (254120583)

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Planning a Quality Roadmap to

Reinvent and Improve Services

January 29, 2015

Gil Gonzales and Bryan Kinnan



Agenda

• Introductions

• Are you in the right place

• Gil Gonzales• University of New Mexico’s Quality-CenteredManagement Approach

• Bryan Kinnan• UNL xtension !echnology "#"# $lan

• Group Interaction• !lus"#eltas

• $rap%up



Are &ou in the right place

• 'ocus I( )rganizational *++orts on *ngagingand eaching -usto.ers

• #e/elop and I.ple.ent a ision to Achie/e a

-o.petiti/e Ad/antage

• */aluate the (ools and !ro+essional

#e/elop.ent eeded



University of New Mexico’s Quality-Centered Management ApproachGil Gonzales



3 In+or.ation (echnologies

Enterprise IT service provider +or 3 Banner *!, -o.puter classroo.s 4 las

!artners 6ith 7!-, esearch, 8earning 3gt

Giga!o!, $estern egional et6or :$;

150 IT Staff , <0= >tudent *.ployees ITIL certification o+ o/er 50? o+ technical sta++

PMI certification o+ pro@ect .anagers

aldrige Quality !er+or.ance *cellence recognition

in 3 2011 4 201



Cuality I( D 3

• %! adheres to %!-industry standard &est practicesfor %! service and pro'ect management

• %! engages our wor(force of )*# sta+ and *#students, and integrates trains new leadershipand sta+

• %! involves sta(eholders and constituentscolla&oratively in strategic and operationalplanning

• %! services are extensively utili.ed and are highlyavaila&le, relia&le and secure

• %! o+ers multiple programs to extend technologyuse in the academic and wider New Mexicocommunities

• /ustains an overall customer satisfaction of 01*out of *



>igni+icant I.pro/e.ent 3easures

• Levels are esta&lished in wor(force satisfaction and have

increased in communication satisfaction• 2elia&ility and availa&ility of (ey systems has increased alongwith usage of these systems, including3• nterprise administrative applications• mail calendar• %nstructional learning technologies•

$rinting storage• 4e& mo&ile applications• 4ired wireless networ(ing

• UNM %! aligns with peer higher ed institutions in scaling commongood services for e5cient and relia&le delivery to campussta(eholders

• %! manages power consumption, negotiates hardware and

software vendor contracts to save money for taxpayers, studentsand to &ene6t smaller pu&lic education institutions in the /tate



'uture%'ocused !lanning at the ni/ersity o+ erasa % 8incolnBryan Kinnan



-an you predict the +uture

Apple IIe E #ell 8aptop

'loppy #is E >B (hu. dri/e

Buddy 7olley E a.ones E ir/ana



(echnology 2020 !lan

$hat is it (echnology strategy through 2020

7o6 6as it +or.ulated and i.ple.ented

!lan a /er, not a nounF >hould e re/isited on a regular asis

7o6 do 6e 6or

ot necessarily a (ech !lan



-ollaoration

*tension 8 )I(> :)++ice o+ In+or.ation (echnology >er/ices;

ni/ersity o+ erasa -> :-o.puting >er/ices

et6or;

8 -)33 :ni/ersity -o..unications; eHtension

erasa >tate *ducational I( )++ice

Internet erasa

)utside ni/ersity A++iliates

3icroso+t

8 *d3edia :*ducational 3edia;



3ilestones

1F #e/elop ca.paign%dri/en .ulti%channel approaches to engage and reach audiencesF2F #e/elop $e resources +or use on .ultiple de/ices, including .oile, 6ith intelligent

6rappers that lin people to rele/ant content, consistent randing and i.portant

ser/icesF

F #e/elop a port+olio o+ high%uality online learning .odules, courses, and .oile

applications that support the educational responsiilities o+ Action (ea.s and initiati/esF

LF #e/elop a culture o+ e/aluation to i.pro/e our understanding o+ audience needs, guide

pro@ect de/elop.ent and co..unicate i.pactsF5F 'ra.e the organizationMs epectations +or +aculty and sta++ pro+essional de/elop.ent 6ith

regard to using and applying technology progra..aticallyF

NF !ro/ide pro+essional de/elop.ent progra.s to help *tension +aculty and sta++ acuire

needed technology sills to engage and reach audiences, and de/elop and deli/er

educational progra.sF

OF !articipate in learning net6ors to listen to, engage and reach audiencesF<F !ro/ide access to /alue%added ser/ices that are critical to .eeting organizational goals

and eecuting the (echnology 2020 !lanF

9F esearch and identi+y e/ent registration and +ee pay.ent ser/ices to support

organizational e/ents and acti/itiesF

10FIncrease the le/el o+ and6idth ser/ing state6ide o++icesF



aF 7o6 do you engage your co..unity insupport o+ change

F 7o6 do you prepare your organization to

adopt change cF 7o6 do you assure your ad.inistration

that your organization is accountale and

co.petiti/e

dF 7o6 to you .easure your success



!lus"#eltas



-losing

planning a quality roadmap to reinvent and improve services (254120583)

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