Projects that came out of the 2024 IT Catalyst Program (Crew One, 2024) listening tours. Overarching themes to focus on to make systemic change to IT:
- Communications (need high collaboration with university marketing teams)
- Support Revamp (IT can fully own this)
- Onboarding and training (need collaboration with many others outside of IT)
Projects chosen for the fall semester:
| Project name | Team leader | Team members | Brief Description | Deliverables | Project Status |
|---|---|---|---|---|---|
| Event participation diversity | Gary Barton/Joshua Enos co-lead |
| Get IT community members more involved in more WMU events "More faces at more places" | More IT presence at WMU events with more individuals involved; create a system that can be handed off to next person or cohort | Completed Main deliverable: IT staff members are coordianting attendance at more events on campus. |
| Streamline and Simplify Support Experiences | TBD |
| Identify current processes and needed improvements to simplify and streamline experiences | Check in with departments for feedback; pull Salesforce reports to see if there is a decrease in tickets | Completed Main deliverable: Case to email process in University CMR |
| HR Onboarding doc | Jason Barnes |
| Review and update HR Onboarding doc | Finalize and approved new doc; training to HR on the doc | Completed Main deliverable: Reviewed existing documents and process. |
| Self-help guide and update support matrix | TBD |
| Create/update a self-help troubleshooting guide to be posted in goWMU; Review and update the current support matrix | New self-help guide posted in goWMU Updated support matrix online | In Process 99% done, will be up in Wiki by end of semester. Will need ongoing maintenance. |
| Training topics visibility | Joseph Hill |
| Collect, review, and organize materials around key trainings | An organized CMS page in goWMU about training materials | Completed Main deliverable: Suggestions to Improve the discoverability and accessibility of internal and external articles and FAQs to reduce confusions and increase self-service success rates. |
| Student onboarding experience | Tom Livermore |
| Collect and review all onboarding materials related to new students beginning at WMU | A concise document outlining all necessary steps needed for successful student onboarding experience; train and share with university stakeholders | Completed Main deliverable: website information has been updated and sent to appropriate teams. |
| External IT Champions | Chris Broomell |
| Seek out IT champions (outside of IT) who can be a liaison/connector between IT and their unit | PPT to transition this project to next Catalyst, to pilot a Champions team of non-IT employees who are tech savvy and can be a point of contact for IT problems. | Completed PPT presentation has been completed and is available for the next crew to utilize and continue working with. |