McMaster's Computing & Information Services and Telecommunications departments amalgamated this week to form a new University Technology Services Department.

“This change reflects our absolute commitment to improve service for our clients,” says Debbie Barrett, chief information officer and author of McMaster's new University Technology Strategy. “The approach creates a single point of client service so that 'one call does it all' for technology support and services. The McMaster community deserves nothing less.” She adds that putting the customer at the centre of the universe is not only the right thing to do but will gradually facilitate a shift to partnerships and collaboration based on a shared purpose, agility, and flexibility rather than the current “incoming” barrage of service requests.

The new department includes three teams — client services, enterprise networks, and project management. Some staff positions will be realigned and/or relocated to ensure a positive customer experience.

Client services is the door to technology support and offers a service desk, student computing centers and advice and guidance on all aspects of technology. Within client services, an infrastructure team will research infrastructure trends and emerging technology, deploy and manage infrastructure and equipment and monitor availability and reliability consistent with best practices. An application support team will maintain, upgrade and enhance integrated systems such as human resources and payroll, financial and asset management, and student information.

To support the client-focused initiative, a new manager of client services will be hired. New service desk software has been implemented and will enable faculty, staff and students to initiate and track service requests both online and by telephone.

“The service desk software is the foundation piece for our larger service excellence initiative,” says Heather Grigg, director of service development & delivery. “The ultimate goal is to delight clients, anticipate service requests, and enable client self sufficiency.”

The enterprise networks team will research network and telecommunications trends and best practices, design, provide and support the network and telecommunications architecture and infrastructure, design and implement technology for new and renovated facilities in conjunction with Physical Plant, administer the University telephone and network switches, manage network services, provide telephone and network problem resolution, and provide off-campus and wireless connectivity.

The project management office will facilitate the delivery of the many projects described in the University Technology Strategy. The goal is to create a small, high performance team to ensure that scarce technical resources are available to all initiatives such as the business intelligence project, future student portal, new student technology centres, and the document management project. The team will consist of project managers, a technical architect, database manager, quality assurance analyst, test analyst, and project co-ordinator who will partner with clients to position projects for success using best practices.

In 2007, University Technology Services will move into the newly renovated Burke Sciences Building. Currently most CIS staff are located in T13, while telecommunications staff are in Hamilton Hall.

The University Technology Strategy envisions a future where all McMaster technology services providers will work together with University Technology Services.

For more information contact University Technology Services at helpline@mcmaster.ca, or ext. 24357 or call Debbie Barrett directly at ext. 26351 or cio@mcmaster.ca.