1. Tom Rees - trees@u.arizona.edu 520.621.9480trees@u.arizona.edu Assistant Director - Office of Student Computing Resources University of Arizona

2. A Little History 3.5 years ago OSCR didn’t exist. We were: Instructional Computing - a division of Central IT We ran computer labs / e-classrooms We did some multimedia

3. More History 3 years ago OSCR was: Flat with a single ‘boss’ 12 full-time employees

4. Recent History 1 year ago OSCR was: Flat with a single, now stressed out, ‘boss’ And 20 full-time employees 70 student employees And our mission had changed

5. We Now Primary technology support for 29,000+ students Support tech in the Hi-Tech teaching Building (and elsewhere) Run the Student Help Desk / Mobile Help Desk Teach/Support technology classes Provide central services for education/instruction Etc etc etc

6. So... Things Needed to Change On the thin side FTE to student ratio is 1:2055 Employing 70 students technology workers

7. What we wanted Leverage Great People Right person for the right task - regardless of job description Get maximum input in minimum time Negate the “Run over by a bus” syndrome Respond to change - quickly with minimum of bureaucracy Delegate authority/responsibility with accountability

8. Matrix Teams Relatively small teams (4 - 10 members) Cross-functional team membership with Complementary skill sets Common Purpose Real Leadership - Real Authority - Real Accountability Members believe in and contribute to each others success

10. How we did it Call for proposals What does this look like to you? What do you want to do within this structure? What will the others do? Self Select

11. Our Split Personality No Supervisors - Team Leads and Principals We work in functional teams With Team Leads We Administrate Ourselves With Principals

12. We Work Like this: Functional Teams CST - Client Services SNS - Server and Network Services WaTT - Workshop and Training MST - Multimedia Services CLCTT - Computer Lab and Classroom Technologies

13. And this: Functional Teams - cont. WAD - Web and Applications Development MOO - Marketing, Outreach and Operations Teamleads

14. http://www.oscr.arizona.edu/about

17. Go to the Principal For your needs: Technology Career Development - Training Time Coordinate Work Check-ups and Performance Appraisal

20. Things That Happened Be Careful what you ask for Goin’ It Solo Ya Gotta Have Buy-In Taking Ownership Flat to Non-flat disenfranchisement

21. Things That Happened Communication can’t happen too much Well, maybe, perhaps, actually... Yes, it can Too Many Meetings! Accountability/Responsibility - is it real? Feedback PAs

22. Things That Happened Groups vs. Teams It’s all about the people Change is tough Change is very tough Change is very, very tough Did I Say “Change is tough” yet?

23. Results Within More Communication, Faster Referrals More ad hoc teams More Team Decisions Better response time to challenges Less moving upstairs Accountability issues

24. Results Outside Place to work - Place to hang Survey Says: OSCR ROCS Somebody Bet on the Bay Student IT Advisory Board and the Student IT Fee Life is just a bit sweet!