Customer Relationships – what we achieve when we listen to each other

Customer Relationships – what we achieve when we listen to each other

Judy Russell, Queen’s University

David Wilson, University of Guelph

Andrea Chappell, University of WaterlooApril 28, 2014

• 2 way communication• Collaborative• Consultative

What’s an Advisory Committee?

Why have Advisory Committees?

When

We

Our customers tell us their needs, concerns, priorities

And we tell them what can and can’t be done and why

And together we talk about what to do next

create a common vision

build trust and understanding

share accountability

Advisory Committees at Queen’sStudent Advisory Committee 2011 ->

Enterprise Information Technology Advisory Committee2012 ->

Faculty Advisory Committee2014 ->

Student Advisory Committee

• Created 2011 (stole the idea from University of Guelph)• 4 staff – 2 ITServices, 1 Library systems, 1 other campus IT• 14 students – from 13 student government/associations• Meetings - September – April, 1st Monday @5:30, pizza & pop• Annual report with recommendations

Faculty Advisory Committee

• Created January 2014• 5 staff – 4 ITServices including CIO, 1 other on campus IT• 8 faculty - each representing a different faculty or school• 1 University Librarian (aka faculty)• 1 grad student• 1 meeting / month – 1 joint meeting with Student Advisory• Annual report with recommendations

Challenges

• Scheduling – food helps • Who drives the agenda?• Turnover – lack of continuity• Don’t make promises you can’t keep

Must haves

• Management backing• Scribe• Did I mention food helps?

Wins• Alumni email • Course enrolment wait lists• Timetables

When we do it together….

University of Guelph

ITSAC – IT Student Advisory Committee

•Objectives•Critical Success Factors •Trends•Successes and Challenges

University of Guelph

Objectives for ITSAC

Provide a forum for effective dialogue between students and the IT programs/service providers on campus.

Review IT-related programs and services used by students on campus.

Assess and recommend any changes or additions to programs/services for the future.

Submit an annual report including the review and recommendations of ITSAC to CCS and Institutional leadership

University of Guelph

Critical Success Factors for ITSAC

Overall community awareness of the group and its mandate

Active participation from committee members, organizational IT service providers as well as student body and IT executive

An effective method of ensuring timely, two way communication between membership and constituent student body needs to be in place early

Role of ITSAC needs to be clear to all stakeholders

Feedback mechanisms to demonstrate that the group is an effective agent for change.

University of Guelph

Trends for ITSAC

2004 – IT services primarily provided by institution. Capability, reliability and performance in certain areas are in some degree deficient and we are looking for institution to remedy it.

2009 - Infrastructure is in good shape, now we want to do more with technology and we want institution to provide capability as well as skills to use it. Both for us and the faculty

2013/14 - We are quite happy with the infrastructure. We are looking to external sources for functional solutions. We want the institution to make information more available and organized so we can use it.

University of Guelph

Successes

Implementation of Google Apps for Education IT Campus Security Awareness Campaign

IT Bytes (short solution cycle issues)

University of Guelph

Challenges

Keeping discussion strategic rather than operational

Keeping discussion representational rather than personal

Understanding ITSAC’s role relative to other continuous improvement initiatives, communication channels and sources of IT leadership

WATERLOO IT ADVISORY

COMMITTEES

Andrea Chappell, Director of Instructional Technologies and Media Service,

Information Systems and Technology

IT resource groups at Waterloo

• Reviewed groups as follow-up to IT community Strategic Plan (ITSP) project

• 15+ groups, various purposesAll groups include information sharing

Operations & change planning

Advisory to another group

User groups

• Mix of IT service providers, and IT users

OUCC 2014 – Customer Relationships and Advisory Groups panel

IT resource groups are a mix

• Computing Technology Services CommitteeIT Directors and managers in IST and FacultiesMeant as resource to campus IT committee, for operational issues, planning implementations, infrastructure topics

• Learning Environment Operations4 collaborating departments for tech and pedagogical support areas

• Admin. Info. Governance Committee - NewCampus data stewardsInfo management compliance, access to data, etc.May infrequently bring items to campus IT committee

Sample advisory group: Student Technical Advisory Committee• Chaired by Special Advisor to VP & Provost• Monthly, Sep – Apr, 4:30 – 6pm, incl. supper• STAC recommendations that got traction

Better cell coverage

More complete wireless coverage

Student portal (slow to get started)

Access to data/Open data (infrastructure for, process to “clear” data not complete)

OUCC 2014 – Customer Relationships and Advisory Groups panel

Need another committee (um, meeting)?

• Do you need to create a new committee?• Do you need a specific constituent group committee?• Do you need a committee focused on IT, or could you tap into

other user groups?• Consider the existing meeting group membership and mandates

What gaps exist? How might those be filled?

OUCC 2014 – Customer Relationships and Advisory Groups panel

Go Green: Reduce, Reuse, Recycle!

• E.g., input/feedback for Tech-enabled T&LLearning Environment Operations

Student Technical Advisory Committee

Undergraduate Operations

Graduate Operations

Teaching Fellows – one for each Faculty

Student Success Office – organize focus groups

Faculty Association

Federation of Students

OUCC 2014 – Customer Relationships and Advisory Groups panel

When needed, create a group

• E.g., created ad hoc faculty focus group for proactive learning environ “scan”, feedback

15 – 20 profs, from all Faculties, mix of heavy, typical, and light instructional tech users

Sent questions in advance

Met as a focus group, got input

Summarized back to group

Duties over, group dissolved

OUCC 2014 – Customer Relationships and Advisory Groups panel

So, another strategy …

• Find regularly meeting constituent groupsStudents, Faculty, Staff, IT Staff, Administrative users, etc.

• Find mandates and membership, consult Chair; if fits, get on their agendas

• Consider short term for targeted input/feedbackAd hoc groups, focus groups, surveys, etc.

• But, if needed, create a new group!

OUCC 2014 – Customer Relationships and Advisory Groups panel

Over to you … Questions?

Comments?

Or, we’ll ask you …

OUCC 2014 – Customer Relationships and Advisory Groups panel