2024 IT Catalyst Listening Tour Results

The IT Catalyst team is partnering with the WMUx Market Research team to conduct listening tours across campus. The listening tours are aimed at strengthening relationships with campus stakeholders, understanding current challenges and opportunities, and actively solving existing or anticipated challenges through the application of IT expertise and resources. The results of those listening tours will be posted here.

This is what we heard:

Department/CollegeDate of VisitGeneral SentimentProject IdeasProject(s)Project Status
University AdvancementSept. 18, 2024Overall University Advancement has good interactions and experiences with OIT, and they get great service from their local IT. They sometimes feel bounced around after putting in a case while really just wanting to reach the SME easier; people will directly contact SME if they are known. They would like to see some processes improve and clearer ownership of some systems or programs. Suggested OIT increases their visibility, transparency and branding.
  • Quick troubleshooting guide before putting in a case
  • Improve HR & IT onboarding process for staff
  • Improve tutorial visibility and some advanced user tips & tricks for some software
TBDPlanning
Student AffairsSept. 3, 2024Positive outlook on IT here at WMU, though most people in student affairs only ever work with SAIS or those in SHC. They appreciate Its speedy response to issues but feel that there is a 鈥渂lack box" when cases are being transferred internally to different groups. The major pain points seem to be issues with the network and a lack of education for end users/students.
  • Revamp student onboarding for IT services, include training, how-tos, and the basics of IT at WMU.
  • Chat support
  • Expanded Help Article case entry features 
TBDPlanning
Veterans and Military Affairs Sept. 3, 2024The Department of Veteran and Military Affairs at WMU is grappling with several IT infrastructure challenges. These include outdated equipment in the PC lab, such as desktops and AV equipment, and difficulties in registering military devices to the WMU network. Additionally, there is a lack of access to essential software like Adobe programs, issues with printing and scanning, and an understaffed IT support team.
  • Update PC lab equipment, replace outdated desktops and AV equipment in the PC lab.
  • Improve network registration process, make it easier to register military devices to the WMU network.
  • Increase access to software, provide cadets with access to more Adobe software, either on lab machines or on their personal devices.
  • Resolve printing and scanning issues, fix the issues that are preventing cadets from printing and scanning to the department machines.
  • Increase IT support staffing, hire additional IT support staff to improve response times. 
     
TBDPlanning
CustodialAug. 21, 2024The meeting was overall positive. There were several anecdotes about the Helpdesk providing good support. The group overall had a very mixed awareness of how to get help or the Helpdesk or other resources available. They will have easier access to technology resources with their iPads as previously they didn鈥檛 have easy access to devices at work. We discussed various projects and opportunities, feedback on IT services, and areas for improvement.
  • Outreach Communication and Training
    • Basic support information, goWMU, Helpdesk.
    • Basic security topics include Wi-Fi and phishing.
  • Champions for IT
  • Request Process for Training
  • Laptop/Phone Secure Disposal
  • Support for innovation (e.g., approval and funding for new technology)
  • Antivirus for personal mobile device/pc 
TBDPlanning
Disability Services for StudentsJuly 23, 2024Information Technology (IT) is integral to everyday processes, making it indispensable for seamless operations. IT facilitates systems integration, enabling data systems to communicate effectively with each other. It鈥檚 crucial to recognize the limitations in terms of people, financial resources, hardware, and software. Additionally, ADA accommodations are time-sensitive and require prompt attention. Clearer lines of communication within units are necessary, particularly regarding who the Disability Services for Students (DSS) should contact for specific solutions or assistance. Keeping DSS updated with personnel changes in IT and any adjustments in duties related to their systems is essential. IT is making significant strides in enhancing accessibility for populations requiring accommodations. DSS aims to be included in the early stages of communication, whether through participation in a task force, inclusion in relevant messaging, or deeper involvement. This requires further discussion as IT continues to improve its internal communication processes.
  • Provide consistent classroom technology/Hyflex training for faculty and accommodations staff, specifically in regards to students with accommodations
  • Resource sharing of approved technologies
  • Support for creating the materials for disabled students-what technological items are a central IT, DSS, or faculty responsibility
    • An accessibility Library of resources available on campus gathered in one physical or digital place
TBDPlanning
WMUxJune 20, 2024IT is headed in the right direction and communication and partnership go a long way. Engage with the correct stakeholders early. Provide support promptly, share resolutions as soon as possible, and trust the user's expertise.
  • Minor phone tree tweaks could alleviate user issues and bouncing between support areas.
  • Common services page and how to get work started (for more advanced users) SSO, integrations, etc.
  • Help Articles and goWMU need some work
  • Educate users better on processes like talking with vendors about needs and accessibility.
  • Consolidate support channels and simplify ticketing/case management.
  • Help the campus community understand who we are and what we do.
  • Work on proactive communication.
TBDPlanning