1. Before the transition…So far during the transition… 1. There wasn't much communication to the customers (or even, it seemed, to the FAS-IT staff) about what was going on in FAS-IT or where it was going. Stakeholders would call attention to a few specific initiatives, network core changes, email system upgrades, etc. but there was still plenty not covered and the context of the initiatives, what they would do for the school and how they fit with the mission, was often insufficient or missing entirely. 2. The way video workflows have evolved has resulted in collaboration between IMS and FAS-IT/ATG. IMS relies on FAS-IT for certain video storage, encoding and web delivery services, and FAS-IT/ATG relies on IMS to provide content capture and post-production & non-standard product delivery services. Despite this collaboration, there are no formal relationships between the groups defined, and in many cases, it is the personal relationships that have developed that make this arrangement work. 1. A lot of effort has been made to communicate, internally and externally, about the transition itself, where it's going in general terms and what some of the goals are. I think an example has been set and the importance of not only thinking about IT's role but talking about it is a part of the mission that should not be overlooked. 2. The increased communication among groups have provided an opportunity for leadership to examine formalizing this relationship and streamlining communication among the involved groups. Thanks so much for sharing your own observations around the IT transition to date. We are seeking all kinds of stories from those closest to the highly collaborate design work done to date. Please feel free to summarize ‘before and after’ stories in terms of the value and impact as you see it or as you or others (e.g., your customers) have experienced to date. This is part of an ongoing process to share and learn about the impacts and changes the IT Transition is eliciting.

2. Before the transition…So far during the transition… 3. Clients were uncertain about which office provided which services. At times, the process became frustrating and they gave up trying to locate a service. 4. Services were duplicated in different areas of FAS and CA. Resources were infrequently shared, so costs were higher than necessary and cost savings were more difficult to obtain. 5. Unfortunately we have received service complaints, for example, “No one has responded to our repair ticket for more than a week”. 3. The catalog will provide an on-line resource for finding services, including those that we did not know were available. 4. There will be a more cost-effective sharing of resources. 5. With more resources available through the marriage of FAS-IT and UIS, such complaints should be significantly lower.

3. Before the transition…So far during the transition… 6.Getting things done had a lot to do with “who you know” and knowing who to call for what you need. 7.FAS knew very little about “the center” and the services they provided, and vice versa. 8.Organizational barriers existed that prevented good work from getting done, both between the two groups and groups across the University. 9.Faculty and other end users have been very discouraged about IT. In many cases they have the general impression that things could not get done. We have always had to explain why we can’t do something 10.A few weeks ago the transition was viewed with fear and negativity, people were afraid of losing jobs, etc. 11.Customers have no clear understanding of the breadth of services available 12.Prior to the transition, I had a colleague working in FAS IT. 13.People have been working in "cylinders" and in most cases don't see how they contribute to the overall mission of the University. 6.There should be an office that we call - we're moving toward more formal relationships which is a positive. - Services and providers are more obvious for our customers 7.We've come to know a lot more about the two organizations and services offered - things we didn't know before. 8.Barriers are already falling because the organizations are getting to know each other better. Indirectly the transition is helping to break down barriers in other areas, both within FAS and across the University. Collaboration is becoming more of the culture vs. the exception. 9.We have been hearing more optimism around IT and our ability to deliver. With better organization and more resources we will be able to say yes to end user requests much more often. 10.Lately we have sensed much less fear and negativity because of the efforts made to be transparent. 11.There is much greater visibility into what is available - not just for customers but for everyone working on transition especially in cases where people are working on several sub-teams. 12.As a result of the transition, I now have a partner in FAS IT and a much stronger working relationship. 13.People are already starting to feel more connected to the University (transition team members), which makes for a better working environment and greater job satisfaction.