The IT Catalyst team (Crew One, 2024) is partnered with the WMUx Market Research team to conduct listening tours across campus. The listening tours were aimed at strengthening relationships with campus stakeholders, understanding current challenges and opportunities, and actively solving existing or anticipated challenges through the application of IT expertise and resources. The results of those listening tours have been posted here.
This is what we heard:
| Department/College | Date of Visit | General Sentiment | Project Ideas |
|---|---|---|---|
| Human Resources | Oct. 1, 2024 | Human Resources face a myriad of challenges, including lack of resources, procedural inefficiencies, and a strained relationship with IT. Long-term goals that could be achieved with IT projects have not been achieved (e.g., eliminating paper forms). Would like to have a voice in IT projects moving forward, earlier communication about changes that impact their unit, more resources/attention devoted to administrative/business units (as these are also critical to the success of academic units), and stronger support partnerships for resolution of issues. The university needs a 3-5 year plan for IT that is visible to all stakeholders. |
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| University Advancement | Sept. 18, 2024 | Overall University Advancement has good interactions and experiences with OIT, and they get great service from their local IT. They sometimes feel bounced around after putting in a case while really just wanting to reach the SME easier; people will directly contact SME if they are known. They would like to see some processes improve and clearer ownership of some systems or programs. Suggested OIT increases their visibility, transparency and branding. |
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| Western Student Association (WSA) and Graduate Student Association (GSA) | Sept. 3, 2024 | Students generally find the Help Desk responsive and appreciate the immediate assistance available via phone calls, with staff maintaining a positive attitude that prevents students from feeling "stupid" or intimidated. However, there is a strong desire for clearer and more frequent communication about available IT services, device registration processes, and quick access to help. While students understand the necessity of security measures like DUO and device registration, they often find them frustrating and would benefit from improved messaging that frames these measures as protective rather than restrictive. The Experience WMU platform is particularly disliked by RSOs, though alternatives are not favored either. Wi-Fi and device registration processes are confusing for many, leading some students to use the guest network or disable Wi-Fi on campus. Off-campus and upper-level students struggle with remembering registration steps due to infrequent exposure. Students suggest a centralized, easily accessible resource summarizing critical IT actions and periodic reminder emails each semester. The mobile help desk concept is popular, and there is interest in more frequent deployment and permanent support stations on campus, along with quick "5-minute troubleshooting" sessions to encourage early help-seeking behavior. |
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| Student Affairs | Sept. 3, 2024 | Positive outlook on IT here at WMU, though most people in student affairs only ever work with SAIS or those in SHC. They appreciate Its speedy response to issues but feel that there is a “black box" when cases are being transferred internally to different groups. The major pain points seem to be issues with the network and a lack of education for end users/students. |
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| Veterans and Military Affairs | Sept. 3, 2024 | The Department of Veteran and Military Affairs at WMU is grappling with several IT infrastructure challenges. These include outdated equipment in the PC lab, such as desktops and AV equipment, and difficulties in registering military devices to the WMU network. Additionally, there is a lack of access to essential software like Adobe programs, issues with printing and scanning, and an understaffed IT support team. |
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| Custodial | Aug. 21, 2024 | The meeting was overall positive. There were several anecdotes about the Helpdesk providing good support. The group overall had a very mixed awareness of how to get help or the Helpdesk or other resources available. They will have easier access to technology resources with their iPads as previously they didn’t have easy access to devices at work. We discussed various projects and opportunities, feedback on IT services, and areas for improvement. |
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| Disability Services for Students | July 23, 2024 | Information Technology (IT) is integral to everyday processes, making it indispensable for seamless operations. IT facilitates systems integration, enabling data systems to communicate effectively with each other. It’s crucial to recognize the limitations in terms of people, financial resources, hardware, and software. Additionally, ADA accommodations are time-sensitive and require prompt attention. Clearer lines of communication within units are necessary, particularly regarding who the Disability Services for Students (DSS) should contact for specific solutions or assistance. Keeping DSS updated with personnel changes in IT and any adjustments in duties related to their systems is essential. IT is making significant strides in enhancing accessibility for populations requiring accommodations. DSS aims to be included in the early stages of communication, whether through participation in a task force, inclusion in relevant messaging, or deeper involvement. This requires further discussion as IT continues to improve its internal communication processes. |
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| WMUx | June 20, 2024 | IT is headed in the right direction and communication and partnership go a long way. Engage with the correct stakeholders early. Provide support promptly, share resolutions as soon as possible, and trust the user's expertise. |
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