Campus Web Services Models Cross-Campus Collaboration

Extensive collaboration between Campus Web Services and the UArizona Digital community of campus web developers has led to a suite of branded, mobile responsive, accessible and easy-to-use web solutions. This year, the Campus Web Services team furthered rapid university adoption of website best practices. 

Campus Web Services demonstrated collaboration in action with the redesign of the Eller College of Management website. This redesign involved the consolidation of the main Eller site with 36 schools, departments, centers and lab sites, which included over 6,800 pages, 1,500 redirects, 90 domains and 40+ website contributors. The project involved contributions across many teams and thrilled Eller staff who were able to use leverage university Digital resources.

Delivering flexible, scalable low-cost shared web resources that are optimized for user experience, information security and regulatory compliance allow campus units to focus on their content differentiation strategy.

Recognition

UA Digital Team nominated for University Award for Excellence, based on their cross-campus collaboration on the Quickstart platform.

Arizona.edu ranked #4 among the best university websites. (Source: Convince and Convert, 2019)

24/7 IT Support Center Is Committed to Customers

The 24/7 IT Support Center continues to provide anytime, anywhere technical support to university's diverse student and employee populations. With the roll-out of new services, such as NetID+ two-factor authentication for faculty, staff and students, the demand for IT support continued to increase in FY2019 to 111,055 requests. Still, customer wait times averaged less than 60 seconds.

“I look at the 24/7 IT Support Center as an emergency room. People come in here panicking and thinking, ‘What do I do, who can help me?’ It just feels nice to be able to help them in that instant. Whether it’s through the phone, chat or in person.” 

24/7 IT Support Team is a leader in providing exceptional customer service support. On metrics measuring courtesy, knowledge, timeliness, and overall quality, the 24/7 Team outperformed industry and higher education.

“When it’s 2 AM, and I can’t get into D2L, if there was no one I could call, I’d be freaking out. It’s good that we are available in the 24/7 IT Support Center for situations like that.”

UAService Expands Footprint

11 campus units are using UAService, a request and tracking solution providing real-time and historical data.  This tool manages information security incidents, technical self-help articles, and directed workflows and approvals. It also handles financial aid requests and tracks equipment in centrally scheduled classrooms. In FY20, UAService will begin to process service alerts for technical system outages and maintenance, and asset management. UAService is governed by a group of campus partners and operated by UITS.

6th Annual IT Summit

Over 600 people attended the sixth annual summit, where IT and related professionals from across campus learned from each other and from industry specialists about campus IT projects, services, processes, and tools. The program featured remarks from UA President Robert C. Robbins and CIO Barry Brummund, 47 breakout sessions, poster session, Hackfest, AR/VR Showcase, and interactive workshops.