Communication

2.1. US:IT will establish an environment that promotes transparency and collaboration

• 2.1.1 Implement a comprehensive communication plan template for service owners to disseminate/publish critical information to stakeholders to promote transparency and collaboration.
• 2.1.2 Complete initial IT service-oriented cost analysis for distribution to campus leadership to promote cost transparency and flexibility.
• 2.1.3 Evaluate, select and implement a standard intra- and inter-team messaging and collaboration platform to promote collaboration and information sharing
• 2.1.4 The US:IT Data Analytics and Reporting Team will foster collaboration and enhance mutual understanding of data by increasing the frequency of in-person meetings and online communications.
• 2.1.5 Engage the University community by establishing a “News You Can Use” topic-oriented newsletter containing simple solutions to topics identified by high ticket incidents, security issues and pending IT updates
• 2.1.6 Establish working committee to identify and develop relationships with comparable higher education institutions/systems to gather best practices and inform improvements in service delivery and support

2.2. US:IT will embrace a customer-centric communication focus

• 2.2.1 Establish a quarterly newsletter designed to showcase current IT projects and initiatives targeted to both internal and external stakeholders
• 2.2.2 Establish an open campus meeting calendar to promote periodic campus meetings, at least annually, to engage and inform stakeholders while gathering feedback
• 2.2.3 Develop and implement comprehensive outage communication plan to ensure affected community and/or stakeholders are provided with relevant updates within 30 minutes of status changes
• 2.2.4 Establish a student opt-in service to improve student notifications of suspicious activities