1. Richard’s Comments  My Reactions  What I heard  Common Themes  A Technical Context for a Framework  A Framework to Consider  Moving Forward

2. My Reactions  Very impressed Focus on speed is nearly unprecedented Diversity of participation is breathtaking  Excited Your high morale is infectious  Hopeful Your enthusiasm will carry you far  Grateful

3. What I heard  Lots of goodwill at KU  Services today work well, but are fragmented and not transparent  Service strategy and model are competitive differentiators  People want ‘familiar landmarks in a sea of change’  High tech, high touch  Information reliability and trust are key

4. Common Themes  ‘Always On’ technology and service culture 24x7 availability  Convenience, convenience, convenience One-stop shopping  User awareness  Integration of data and services  Promote culture of evidence

5. A Context for a Framework Mainframe Computing 1970198019902000201020202030 Personal Computing Physical Connectivity Logical Connectivity Embedded Connectivity

6. Transactional Improvement Technology- Mediated Decision Making Embedded Intelligence And Decision Automation Potential Gain Level of Complexity Improving institutional processes Improving Decision Making Eliminating or Automating Unnecessary Decisions and Transactions

7. Moving Forward  Failure to move forward is not an option  Focus on integration across initiatives Common service model(s) Common philosophy (e.g. assessment)  Develop a shared vision and service strategy  Develop implementation plan and timetable Early wins Executive sponsorship