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Student E-Mail Governance Outsourcing Pilot Outsourcing Pilot Plan.

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Presentation on theme: "Student E-Mail Governance Outsourcing Pilot Outsourcing Pilot Plan."— Presentation transcript:

1 Student Governance Outsourcing Pilot Outsourcing Pilot Plan

2 Student Governance Outsourcing Pilot - What? Why? What’s a pilot?

3 Student Governance Outsourcing Pilot - What? Why? What’s a pilot? - a mock-up of our proposed future production environment, scaled down to allow for evaluation

4 Student Governance Outsourcing Pilot - What? Why? What’s a pilot? - a mock-up of our proposed future production environment, scaled down to allow for evaluation Why bother?

5 Student Governance Outsourcing Pilot - What? Why? What’s a pilot? - a mock-up of our proposed future production environment, scaled down to allow for evaluation Why bother? - we’ve never run an outsourced service – before rolling it out to 20,000 students we need to learn how it’ll work for a much smaller group

6 Student Governance Outsourcing Pilot - What? Why? What’s a pilot? - a mock-up of our proposed future production environment, scaled down to allow for evaluation Why bother? - we’ve never run an outsourced service – before rolling it out to 20,000 students we need to learn how it’ll work for a much smaller group - does it meet our functional requirements? - are the operating costs within our budget? - are there specific support issues we can address up-front? (an ounce of prevention)

7 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?)

8 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only

9 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases

10 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases - students who forward to Yahoo, Gmail, Hotmail, UCSB Engineering / CS / Lifesci

11 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases - students who forward to Yahoo, Gmail, Hotmail, UCSB Engineering / CS / Lifesci - students who don’t forward

12 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases - students who forward to Yahoo, Gmail, Hotmail, UCSB Engineering / CS / Lifesci - students who don’t forward - students who primarily use WebAccess

13 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases - students who forward to Yahoo, Gmail, Hotmail, UCSB Engineering / CS / Lifesci - students who don’t forward - students who primarily use WebAccess - students who use primarily use Desktop & Mobile Clients

14 Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases - students who forward to Yahoo, Gmail, Hotmail, UCSB Engineering / CS / Lifesci - students who don’t forward - students who primarily use WebAccess - students who use primarily use Desktop & Mobile Clients - all SSC staff will be included for support purposes

15 Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test

16 Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test - addresses will have the form

17 Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test - addresses will have the form - messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions

18 Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test - addresses will have the form - messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions - an additional copy of each message will be delivered to their pilot account

19 Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test - addresses will have the form - messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions - an additional copy of each message will be delivered to their pilot account - replies from their pilot account will have a “From:” address in the pilot domain (e.g.

20 Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test - addresses will have the form - messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions - an additional copy of each message will be delivered to their pilot account - replies from their pilot account will have a “From:” address in the pilot domain (e.g. - participants will be encouraged to use their pilot accounts in the same way they currently use U-Mail (e.g. if they forward, they should continue to forward)

21 Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants?

22 Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants? - our pilot website will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.http://outsourcing-pilot.umail.ucsb.edu

23 Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants? - our pilot website will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.http://outsourcing-pilot.umail.ucsb.edu - stagger support – operations staff will initially handle all support directly (first two weeks?)

24 Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants? - our pilot website will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.http://outsourcing-pilot.umail.ucsb.edu - stagger support – operations staff will initially handle all support directly (first two weeks?) - train SSC and transition tier-1 support

25 Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants? - our pilot website will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.http://outsourcing-pilot.umail.ucsb.edu - stagger support – operations staff will initially handle all support directly (first two weeks?) - train SSC and transition tier-1 support - in the first month we will support only the web client

26 Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants? - our pilot website will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.http://outsourcing-pilot.umail.ucsb.edu - stagger support – operations staff will initially handle all support directly (first two weeks?) - train SSC and transition tier-1 support - in the first month we will support only the web client - introduce support for mobile & desktop clients in the second phase

27 Student Governance Outsourcing Pilot - Measuring Success Our primary determinant of success is whether our customers are happy

28 Student Governance Outsourcing Pilot - Measuring Success Our primary determinant of success is whether our customers are happy - collect feedback after the first month (web survey)

29 Student Governance Outsourcing Pilot - Measuring Success Our primary determinant of success is whether our customers are happy - collect feedback after the first month (web survey) - use feedback to improve second phase

30 Student Governance Outsourcing Pilot - Measuring Success Our primary determinant of success is whether our customers are happy - collect feedback after the first month (web survey) - use feedback to improve second phase - collect second round of feedback after termination

31 Student Governance Outsourcing Pilot - Measuring Success Our primary determinant of success is whether our customers are happy - collect feedback after the first month (web survey) - use feedback to improve second phase - collect second round of feedback after termination Success is also based on our ability to operate & support the service with existing resources (staffing)

32 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March 2012

33 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation

34 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April 2012

35 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April pilot account activation / collect feedback

36 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April pilot account activation / collect feedback Phase 2: May 2012

37 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April pilot account activation / collect feedback Phase 2: May roll iterative improvements based on feedback / collect final feedback

38 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April pilot account activation / collect feedback Phase 2: May roll iterative improvements based on feedback / collect final feedback Termination: June 2012

39 Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April pilot account activation / collect feedback Phase 2: May roll iterative improvements based on feedback / collect final feedback Termination: June bring our evaluation to this group for direction on how to proceed


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