Student Governance Outsourcing Pilot Outsourcing Pilot Plan
Student Governance Outsourcing Pilot - What? Why? What’s a pilot?
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
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?
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
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)
Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?)
Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only
Student Governance Outsourcing Pilot - Participant Selection Solicit volunteers by invitation (100? 200?) - sophomores & juniors only Target broad customer use-cases
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
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
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
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
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
Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test
Student Governance Outsourcing Pilot - Mail Delivery Participants will have accounts created for them in our test - addresses will have the form
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
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
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.
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)
Student Governance Outsourcing Pilot - Providing Support How do we support pilot participants?
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.
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. - stagger support – operations staff will initially handle all support directly (first two weeks?)
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. - stagger support – operations staff will initially handle all support directly (first two weeks?) - train SSC and transition tier-1 support
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. - 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
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. - 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
Student Governance Outsourcing Pilot - Measuring Success Our primary determinant of success is whether our customers are happy
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)
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
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
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)
Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March 2012
Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation
Student Governance Outsourcing Pilot - Proposed Timeline Preparation: March create pilot website & support documentation / solicit volunteers / prepare service for operation Phase 1: April 2012
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
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
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
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
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