1. January 21, 2015 ISC STATE OF THE UNION

2. Purpose: Share what has been accomplished so far, discuss on going strategies and introduce you to new members of the ISC leadership team Agenda:  ISC State of the Union  ISC Leaders Panel Discussion  Small Group Sessions with New ISC Leaders  Discussion & Reflection  Next Steps and Close 2 PURPOSE & AGENDA 01/21/15ISC State of the Union

3. Four Goals  Improve Collaboration, Role in Cross-University Decision-making and Coordination  Fix Billing, Funding, and Cost Recovery  Fix ISC Culture  Improve Customer Service 3 YOUR FEEDBACK BECAME OUR GOALS 01/21/15ISC State of the Union

4.  ITR, Tech Jobs@Penn, and Research Subgroups  ButtonUp  Common Solutions  IRM Initiative  IAM Advisory Board 4 COLLABORATION: ACCOMPLISHING MORE TOGETHER 01/21/15ISC State of the Union

5.  IT Financial Management – accounting for every dollar  Services and Organization Realigned for Simplicity, Efficiency and Optimization  Simplification of Cost Structures 5 BILLING, FUNDING & COST RECOVERY 01/21/15ISC State of the Union

6.  Client-focused Guiding Principles  Client-centered Organizational Alignment  Shared ownership and accountability 6 ISC CULTURE EASY TO DO BUSINESS WITH 01/21/15ISC State of the Union

7.  New Client Care/Intake Model  New Website 01/21/15ISC State of the Union 7 CUSTOMER SERVICE

8. 8 Spotlight – Client Care Dawn Augustino 01/21/15ISC State of the Union

9.  New Model Launched October 2014, included  Single point of contact service for ordering and requesting ISC services and support  One phone number, one email and one website  Consolidation of 6 help desks into one  Planning for next Release  Continue consolidation ISC service desks; with priority placed on:  improving the client experience  increasing transparency of support requests  standardizing fulfillment practices  Order Management System  Identify areas for improvement 9 ISC CLIENT CARE 01/21/15ISC State of the Union

10. Early client feedback indicates marked improvement in service response, communication, and consistent/predictable experience  I have worked at Penn for almost 6 years and the new Client Care team is a breath of fresh air for the IT community. They are responsive, keep us updated and “they” should be commended for their empathetic listening and actually following through with the feedback that was received—something unprecedented in the pre-Tom ISC. Kudos to the entire team!  I just wanted to write and say that I have been very impressed with the work that they have been doing with regard to the Client Care Initiative. They have engaged constituents, welcomed feedback and executed on what I know to be a complicated process. It is also readily apparent that they are taking our feedback to heart and [I] am seeing our needs being addressed in very concrete and balanced ways. 01/21/15ISC State of the Union 10 ISC CLIENT CARE - FIRST 90 +DAYS

11. 11 ISC CLIENT CARE PERFORMANCE 01/21/15ISC State of the Union

12. 12 ISC CLIENT CARE PERFORMANCE EXTRA 01/21/15ISC State of the Union

13. 13 Spotlight – New Website Jaron Rhodes 01/21/15ISC State of the Union

14.  Consolidating 20k HTML pages; 8 websites  Drupal 7 CMS  Hosting on Pantheon cloud  Soft launch in early February  New WebsiteNew Website 01/21/15ISC State of the Union 14 SPOTLIGHT – NEW WEBSITE

15.  Continue what we started:  Client focused  Transparency – cultural and transactional  Rationalize, harmonize, simplify and standardize  Technology Services  AND  Competitive costing  Self Service  Strategic –position IT at Penn for success 01/21/15ISC State of the Union 15 LOOKING AHEAD

16. 16 ISC Leaders Panel Discussion 01/21/15ISC State of the Union

17. After a brief break,  Go to your group station  Meet with your first of four Newly Named ISC Leaders  Donna  Jeanne  Jim  Kirk  After 10 minutes, ISC Leaders will move to the next group until each ISC Leader has met with each client group  Return to your seat for discussion after meeting with the 4 th Leader 17 SMALL GROUP SESSIONS WITH NEW ISC LEADERS 01/21/15ISC State of the Union

18. 01/21/15ISC State of the Union 18 SMALL GROUP SESSION STARTING STATIONS Donna Main floor front Jim Balcony front Kirk Main floor rear Jeanne Balcony rear FRONT REAR Screen Windows Doors

19. 19 Discussion & Reflection 01/21/15ISC State of the Union

20. In small groups, discuss:  What did you hear?  What is one big question, concern or suggestion you have about what you heard today?  What is one thing that you like about what you heard today? Write one or more question, concern, suggestion, or other feedback on index card(s). Give to any ISC team member. 20 DISCUSSION & REFLECTION 01/21/15ISC State of the Union

21. 21 Next Steps & Close 01/21/15ISC State of the Union

22. WHAT’S NEXT  Backup Services  Web Services  Governance & Prioritization  Client Care Release 2  IT Financial Management Implementation 01/21/15 22 ISC State of the Union

23. 01/21/15ISC State of the Union 23 WHAT WE NEED FROM YOU

24. 24 Thank you Contact us with more feedback about ISC State of the Union at redefiningisc@lists.upenn.edu 01/21/15ISC State of the Union