ITS Communication Plan

Initative #1 | Initative #2 | Initative #3 | Initative #4 | Initative #5

Initiative #1: Communicate Who we are and What we do

Customer Need

What does ITS do?

Situation

Within Health Sciences, there is more than one computer support organization, which causes confusion about the lines of responsibilities between the various support units.

Outcomes/Risks

  • Project implementation and resource conflicts among IT organizations
  • Problems reported to wrong entity, lack of follow-up
  • Customer confusion, lower customer satisfaction
  • Misplaced criticism or expectations from non-ITS-supported staff/units
  • Disparity of service levels and customer support
  • Increased opportunity for finger-pointing
  • Increased global IT operating expenses, lower overall efficiencies

Efforts

  • Clarify ITS services (what we do, what customers can expect)
  • Brand ITS services, distinguish from other organizations
  • Clarify services of other computer support organizations
  • Provide clear routing mechanism to other organizations
  • Change attitudes about ITS services
  • Market benefits for using ITS for central services & partnering with ITS

Identified Projects

Project Name Project Description Target Completion Date
ITS Team Websites. Create a public website for those teams who currently have no information posted, particularly the Financial/Ancillary team, Clinical Information Systems, and Netops (rough site in progress). Identify maintenance schedule and individual site owners. Train all ITS site owners. Ongoing
ITS Public Website. Re-analyze the main categories needed and add new ones to better support the overall communication plan. Update all content and links. Create ongoing update and maintenance schedule and mechanism. 2Q04
Metrics Report. Base report and site now live. Implement maintenance schedule for monthly reort and identify process for followup on specific sections (see related communication iniative). Ongoing
ITS Organization Chart. The organizatoin chart is now dynamic so it can be updated daily. Next phase is to add job titles to the chart, and a link to each team's corresponding public web site. 2Q04
Service Level Agreements. Review existing set of SLAs for completeness, currency. Identify missing SLAs, determine publishing mechanism (e.g., Support website?). 3Q04
Annual Year in Review. Publish an annual report highlighting ITS accomplishments for each calendar year. Distribute the report HSC-wide. 4Q/Ongoing