CSWG Meeting May 3

CSWG Meeting May 3. 2001

AAC II Sponsored by Bob Brown, John Curry

Notes

New start - chance for IS to listen in an intentional manner.

-Amy Francis-rep support group for all MIT Support Staff.
Div of Bioengineering. - Fresh eyes/look at this issue

-Computer support-hot button going back to original ACC. Issues still unresolved

-Marybeth Costa Fiscal Officer, Physics. Point of view of DLC - fresh
eyes - from the DLC perspective. Had exchanged an E-mail with Nate as
context

-Elizabeth Cooper-EECS/AACII -@MIT 9yrs some with computer support some
without

    -AACII looking at inconsistency. Need regular reliable source
   -Whats a reasonable model to make peoples lives more functional
   -IS can't solve this on its own
   -Take feedback to the community to determine if were on right track

-Mike Sampson-IS Team Leader for DCS, consultants provided to DLC's
by IS.

- long term (1 yr) & short-term (activity specific)
Coordinates IT Partners

Theresa Regan, OCP Practice, time in Administrative environment, what
techniques are out there, what technologies to retire over time,etc. how data
flows, Create bridge to DLC's with tech resources & how IS can assist.
Checking in with DLC's regarding new products, licensing, training, etc.

Greg Anderson - I/T Support Director; just getting started and
interested in creating this dialogue on an ongoing basis.

ISSUES

- Inconsistency / haves - have nots
- Resources & funding - how to get the right bang for the buck
- Just in time delivery of support combined with preventative maintenance
- skill sets/competencies
- Consistent individuals for support in each location to provide predictabilty
- know your work environment
- does maintenance, preventive measures
- Web development
- Available for emergencies
- How to make the case for resources
- Quantify - who has what; who has support, what kind, is it good/bad
- How to prove that computing support is absolutely essential
- HW/SW, what tools do people need - beyond desktops in DCL's includes
business applications-local servers

How to quantify - How can this group assist the AACII
    - IT Partners?
    - How are people allocated to computing support?
   - How to hire for this work?
   - What do you give up?
   - How to share computing support resources - follow model of

Administrative Cluster? Leads to questions of proximity, how to allocate
resources, etc.
   - Assistant Deans as one area of information/feedback
   - Orientation/new staff & computing support/ preventative measures
   - Policies & procedures (are any of them affected in this work)? For
   example, policies in effect to assist technology support for staff
   turnover (both when staff leave and new staff arrive).
    - Extended hours of service
    - Students support - Student Technology Assistance - Kim Vandiver.
    - For administrative tasks - the entire community

NEXT Steps
- Proposal to AACII that this working group head the qualification effort?
- Whats the scope of computing support?
- What are we doing today?
- What are root causes of problems staff experience?