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Making Life Simpler at UC Davis
"The CAP" Helps Campus Use Information
Technology by Vicki Suter, Information Resources
Are you new to campus and unsure whom to call for information about computers, networking, instructional technology, audiovisual equipment, telephone services, or campus databases?
Or, have you been a long-time customer of Computing Services, Instructional Media, Computing Support Services, Telecommunications, Administrative User Systems, Administrative Information Systems, and Student Information Systems-but now are unsure just exactly who does what with all the reorganization of Information Technology?
Be sure! During the 1992 Fall Quarter, life got simpler!
Call 752-2548, UCD's Information Technology Campus Access Point (known as IT-CAP or "the CAP"), or drop by the Surge 11 building anytime from 8:00 am to 10:00 pm, Monday through Friday.
Meeting Your Information Technology Needs
The CAP is not just a phone number or a place. It is a process for serving the campus that focuses on helping people use information technology by matching them with the resources they need - whether for information, consulting, equipment access and repair, vendor assistance, or technology planning. Serving much like a general contractor, the CAP coordinates all information technology support and acts as a single (but not sole) point of entry to UCD Information Technology.
If you already know whom in IT you need to contact, you can call that person directly as always. However, if you don't know the right person or the number to call; there is always one right number. 752-2548 (CAL-IT).
The CAP staff person who answers not only takes your call, but takes ownership of your call as well. She or he sees your request through to your satisfaction, regardless of what other resources and persons are ultimately involved in the process.
Working With You on Information Technology Solutions
The CAP promotes a new set of attitudes on campus - Collaboration, Access, and Partnership.
Collaboration
The idea of a client services center was developed in a brainstorming process that involved over fifty Information Technology staff and many campus community members. Eight workgroups now have formed to plan and implement the center, comprised equally of IT staff and customers of the IT Campus Access Point.
Access
The new attitude toward access and empowerment is apparent in the ultimate goal of the CAP - to put itself out of business by providing access to a rich set of tools that will help make the campus community, in terms of information technology, as self sufficient as
possible.
To that end, within two years everyone on campus will have access to the same technology tools as those being developed and used in the CAP, including:
- an on-line knowledge base of technology problems and resolutions;
- databases on campus resources and experts,
- automated work order systems for everything from telephones to equipment repairs; and
- "boxed products" - well-organized and standardized products and services that are as easy to use as possible.
To make sure that the CAP continues to focus on the right attitude and orientation toward people, the position of Client Advocate makes sure that services work the way they are intended from the viewpoint of the people using those services - meaning you!
Partnership
If you are interested in participating actively in this collaborative venture, call the team leader in the appropriate workgroup listed below. Or, send a message to the electronic mailname or alias listed next to each workgroup name.
Core Work Group (CAP-CORE)
The team leaders of all other IT-CAP workgroups serve on the coordinating body for the entire IT-CAP effort. Team Leader: Vicki Suter (752-0311, vnsuter@ucdavis.edu)
Transition Planning (CAP-TP)
This group is producing a transition plan for integrating the customer service functions of all IT units. Members interface with CAPCORE members, meet with IT staff to elicit their help and input, and report the progress of the project to IT and the other workgroups. Leader: Vicki Suter (752-0311, vnsuter@ucdavis.edu)
Resource & Physical Plant Planning (CA...)
This group is evaluating and recommending tools for use by IT-CAP and eventually by the campus as a whole. Such tools will include call reporting, trouble tracking, knowledge-base of problems/solutions, work order processing, automatic call distribution, and others. The group is designing the physical space for IT-CAP, working with the Operational Planning Workgroup to determine furniture, network, hardware, software, telecommunications, signage, personnel, and other requirements. Group members are investigating groupware application. to customer service support and the design of customer service databases. Team Leader: Steve Faith (752-5951, safaith@ucdavis.edu) ITCAP-Focus Workgroup (ITCAP-Focus)
The purpose of the ITCAP-Focus workgroup is as follows:
- Identify Information Technology customers and define their characteristics. Determine what our customers want Information Technology to provide.
- Develop means by which Information Technology can keep our customers informed of changes in the organization and in the services provided.
- Develop means by which Information Technology can stay in touch with CAP customers on an ongoing basis, so that our services change to reflect changes, in our customers needs and wants. Cm, in programmer's terms, GOTO step 1. That is, we must establish procedures and practices to ensure that IT frequently goes back and makes sure that we still know who our customers are, what they do, and how they want or need to use IT.
Team Leader: Ken Weiss (752-5554, krweiss@ucdavis.edu)
IT Staff Orientation & Training (CAP-ISOT)
This group is assessing the skill and experience level of IT staff and developing a training plan to enable them to work effectively in IT-CAP. Members will schedule training, coordinate development of course materials, and recruit instructors or serve as instructors. Training will occur during September through December 1992. The same training program will ultimately be used for technical support personnel throughout the campus. Team Leader: Jennifer Koester (752-1904, jakoester@ucdavis.edu).
Departmental Support Representative Program Planning (CAP- DSRPP)
This group is designing the Departmental Support Representative Program, working closely with the Computer Consultants
Association, departmental technical staff, local area network administrators, system managers, and other campus support staff. The program will provide for a network of technical support personnel on campus and focus IT efforts on supporting these individuals. Due out at the end of December 1992, the program plan will include recommendations for incentives for departmental participation. It will establish the requirements and define the role of
Departmental Support Representatives and determine the resources required to implement the program. CAP-DSRPP will begin work in October 1992. Team Leader: Karen Munoz (752-5127, kmmunoz@ucdavis.edu).
Operational Planning(CAP-OP)
This group is working with campus community members, IT staff, and the Client Advocate to decide how the IT-CAP should operate, at a detail level. The IT Staff Orientation & Training group will use the operation plan developed by CAP-OP as a training document. The final plan will include recommended work processes and call flows, a minimum set of policies to guide resource decisions, descriptions of critical procedures, and definition of service level/performance standards. Team Leader:
Linda Honzik (757-8772, ljhonzik@ucdavis.edu)
Documentation & Publications (CAP-DOC)
CAP-DOC members are determining the nature, content, and form for
publications and documentation that need to be developed for IT-CAP.
The group will schedule documentation and publication development,
prepare a template for this material, and identify the resources
necessary to complete all recommended publications. Team Leader:
Gee Lee (757-3247, gblee@ucdavis.edu)
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