Huit fall startup 2014 review

1. Fall Start Up
2014 Review
Peter Baskette
Managing Director, Support Services

2. Fall Start Up is…
A complex choreography of activities, teams, systems, processes,
events – and the students, faculty, staff, and parents! – that launches
each new academic year
Crucial for many reasons:
• Represents an opportunity to create a positive first impression for new
students and for parents
• Helps set tone for academic year
• Requires substantial coordinated efforts for many groups across FAS and
Harvard
• Represents annual cycle of significant activity, starting in the Spring or earlier
and culminating with the start of classes
• Puts many HUIT services through their paces

3. From HUIT’s perspective, Fall Start Up requires broad
collaboration and coordination
Some of our partners
• College
• GSAS
• Registrar’s Office
• Provost’s Office
• DCE
• MTS
• Campus Services
• FDO
• OSL
• FAS Physical
Resources
… and most of the
rest of the university
Some key events and
activities
• Student registration
• StarRez and Move-in
Day
• Placement Exams
• First Day of classes
• Study Card Day
• Cross-registration
• Classroom and lab
preparation
• Faculty outreach
• Network device
registration
Our constituents
include
• 6,700 undergrads
• 4,000 graduate
students
• 2500 instructors
• 76 course catalog
coordinators
• 17 resident deans
• Over 100
undergraduate and
graduate program
administrators
3

4. HUIT’s approach to Fall Start Up has historically been
focused on functional areas
• Teams working within their areas on core activities on
well-understood activities such as:
- Registration and enrollment activities
- Classroom and lab preparation
- Outreach to faculty
Streams of
Activity
• HUIT preparatory activities include:
- Weekly meetings leading up to arrival of students
- Daily conference calls through first week of classes
- Identification of systems and services critical to Fall Start Up
- Change freeze and major incident process preparation
- Implement improvements based on previous lessons learned
Specific
Actions

5. Additionally this year, effort to Connect the Dots
Building on strong individual streams of activity, this year we added
unifying coordination.
A more holistic view that:
• Added role explicitly accountable for coordination of HUIT activity
• Synthesized Fall Start Up information into a packet
• Increased communication including SLT update emails and postings
to HUIT intranet
Led to better cross-activity awareness, support, and execution.

6. How did it go?
• Positive feedback from many stakeholders
• Minimized impact of issues that arose
• Passed the Crimson Test: Stories were about expanding the weekend
brunch schedule, not technology
By the numbers…
1650 • freshmen registered for housing over 2 days
5,137 • calls answered
10,264 • study cards scanned
10,554 • students registered
17,134 • total tickets
27,671 • devices registered on the network

7. Tickets distribution was predictable with the majority
focused on set up of computers, email, and accounts
7
1909
1064
948
822
701
473
395 393 386 384
2500
2000
1500
1000
500
0
Top Ten Services

8. Ticket distribution by team was also predictable with
majority resolved by service desk and field support
8
3975
2969
1189
645 626
458 453 430 399 367
4500
4000
3500
3000
2500
2000
1500
1000
500
0
Top Ten Assignment Groups

9. 2012-2014 Retrospective
• HUIT has built a feedback/action item loop for improving Fall Start Up
each year.
• HUIT/FAS coordination and communication has improved with a
stronger partnership in all aspects of engagement.
Fall Start Up
Feedback and
Analysis
Action Plan
Implementation
9

10. Some areas where we can improve
Communications
• Expanded Fall Start Up online presence
• Post relevant documentation
• Post event-driven updates
Partner
coordination
• Physical Resources – better coordination with housing events
• DCE – tighter coordination in support of their students
• Registrar’s Office – continue to strengthen partnership
Learning spaces
• Increased coordinated support for technology is classrooms, labs, and other learning
spaces
• Supports HUIT’s goal re learning spaces
• Opportunity to collaborate more tightly across HUIT and with partners like MTS,
Physical Resources, Registrar’s Office, et. al

11. Thanks to all the teams!
Questions?