For a start, the measures of success are not quite the same. “Success to us is losing a third of our customers every year,” says Gosling, referring to the number of graduates the university aims to produce each year.
The three customer groups at AUT (students, academic, and office staff) need to achieve different goals but they all rely on shared IT infrastructure, she says. Managing customer expectations and providing support for the 27,000 students and 2000 full time equivalent is the top priority for her team.
“Like all ICT organisations, we could always provide more support,” says Gosling.
See related story: The customer-centric IT organisation
AUT’s main campus in Auckland City, and its three satellite campuses in Manukau, North Shore, and Millennium Institute of Sport and Health are managed by a 90-strong IT team.
Call centres manage tier one support, and each campus has a student run IT support desk to provide in person support on campus. Gosling says that the students, usually studying IT, are provided with work experience hours which they can log against their courses.
Before major pieces of work are considered, consultation workshops are held with representatives from various stakeholders in the university.
Faculty members are kept up to date with future IT projects through the five year technology plan, developed by Gosling and senior department heads.
Gosling was unwilling to show the plan to CIO magazine, but says it includes the ambitious new education precinct under construction on Auckland’s Mayoral Drive, and more support for mobile learning through BYOD.
“Universities by their nature are very collaborative places to work, and there’s no difference in expectations when new IT projects are rolled out,” says Gosling.
“Educational organisations have a requirement to have information accessible to the widest range of people as possible.
“It’s not quite a full-blown BYOD strategy but it involves signficant investment across our three campuses involving a lot of in person support for those devices that don’t quite fit the mould.”
Sim Ahmed (@simantics) is a reporter for CIO New Zealand.
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