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1 W I S S E N n T E C H N I K n L E I D E N S C H A F T
u www.tugraz.at
One-Stop University Administration
11 June 2014 Graz University of Technology, Austria
2 2 Overview
Point of Departure Goals and Results Approach and Methodology Experiences
11 June 2014 Graz University of Technology, Austria
3 3 Graz University of Technology
Basic Facts: § Located in the South-
East of Austria § Founded 1811 § Research university
with a focus on science and engineering degrees such as mechanical engineering, architecture, computer science, …
11 June 2014 Graz University of Technology, Austria
4 4 Graz University of Technology
Facts and Figures: § 7 faculties with 105 departments § 3 campus areas in the city § Approx. 13,000 students § Approx. 1,500 academic staff and
900 non-academic staff § Approx. 140 M€ federal budget and
60 M€ third-party funds (research grants)
11 June 2014 Graz University of Technology, Austria
5 5 Point of Departure
Many Service Units The university has about 30 service units for staff and students: § HR, Finance, Controlling, Research & Technology,
ICT Services, … § Student Administration, International Relations,
Lifelong Learning, Dean’s Offices, …
11 June 2014 Graz University of Technology, Austria
6 6 Point of Departure
Many Administrative Processes There are more than 500 administrative processes –only for staff! The processes contain forms that are implemented using various technologies – from SAP workflows to Excel sheets
11 June 2014 Graz University of Technology, Austria
7 7 Point of Departure
Many Web-Sites Every service unit has had a web-site since mid-1990s The web-sites contain the units’ forms and in many cases information on how to use them Every service unit has at least one web-site editor
11 June 2014 Graz University of Technology, Austria
8 8 Point of Departure
Drawbacks of this approach: § Information design, design of forms, and process
modelling is done autonomously by service units § No centralised “management” of these efforts § Information is not homogeneous in granularity and
style § Explanations make use of technical, subject-specific
terms that are hard to understand for end-users
11 June 2014 Graz University of Technology, Austria
9 9 Point of Departure
Consequences: § Information is not end-user-oriented, not clearly
structured § Users often do not find the information they need § Users often do not know the support services they
could use § Processes are often not transparent or are hard to
understand
11 June 2014 Graz University of Technology, Austria
10 10 Goals
Overall Goal Plan and implement a new, modern information architecture for the university
11 June 2014 Graz University of Technology, Austria
11 11 Goals
Goal 1: User-Orientation § Clear destinction between staff, students, and
external users ▶ Intranet and service portal for students and staff ▶ Public web-site for external users
§ Two separate entry points – one for staff, one for students
11 June 2014 Graz University of Technology, Austria
12 12 Goals
Goal 2: One-Stop University Administration § Find all required information for daily work in one
place § Initiate all administrative processes from this single
point1
1 Existing systems such as SAP or the campus management system are not replaced, but seamless integration through single sign-on is achieved
11 June 2014 Graz University of Technology, Austria
13 13 Goals
Goal 3: Topic-Orientation § All information in the intranet and service portal
should be structured by topics – not by organisational units!
§ I.e., service units should not have web-sites, there is only one single source of information for students and staff – the intranet and service portal!
11 June 2014 Graz University of Technology, Austria
14 14 Goals
Goal 4: Lean Structures § No more than 12 top-level topics § Information should only be max. four clicks away,
i.e., hierarchy is max. four levels deep
11 June 2014 Graz University of Technology, Austria
15 15 Goals
Goal 5: Users’ Language § Use the users’ language – not the service units’
technical, legal, subject-specific terms
11 June 2014 Graz University of Technology, Austria
16 16 Results: TU4U
Intranet and service portal “TU4U”, launched in October 2013
11 June 2014 Graz University of Technology, Austria
17 17 Results: TU4U
Live Demo ▶ https://tu4u.tugraz.at/
11 June 2014 Graz University of Technology, Austria
18 18 Approach and Methodology
Implemented as “strategic project”, led by ICT Services However, this is not an IT project – it is much closlier related to organisational development!
11 June 2014 Graz University of Technology, Austria
19 19 Approach and Methodology
Step 1: Analysis § Analyse the existing web-sites, forms and
handbooks of all service units § Analyse and document administrative processes
§ First, only document the main characteristcs of the processes (name, owner, purpose/aims, target group)
§ Later, document them using BPMN 2.0
11 June 2014 Graz University of Technology, Austria
20 20
TU4U Studierende
Stundenpläne
DiplomDoktoratMasterBachelor Architektur
FAQ
Meine IT
Druck und KopierzentrumSoftware
HomepageNetzwerkzugang in das TU Graz Netz
Studienadministration
Änderung persönliche Daten
Meldung der FortsetzungTU Graz Card
StudienbeitragBeurlaubung
Interessenvertretungen
Mein Studienplatz
SoftwareHardwareZeichensäleBibliothekLernzentren
Gaststudium an der TU GrazGästehaus der TU GrazWelcome Guide
Studieren im Ausland
Post Studium MobilitätsprogrammeMobilitätsprogrammeSprachkurseErfahrungsberichte
Studienbeginn
Individuelles StudiumTU Graz CardStudienbeitrag
STEOP / Studieneingangsphase
Zulassung zum StudiumDoktorat Nostrifizierung eines akademischen GradesMaster Nostrifizierung eines akademischen GradesBachelor
InskriptionDoktoratMasterBachelor
Studienabschluss
DoktoratDr.-Studium der Technischen WissenschaftenDr.-Studium der Naturwissenschaften
MasterArchitekturSoftwareentwicklung-Wirtschaft
BachelorArchitekturSoftwareentwicklung-Wirtschaft
Diplomstudium Architektur 1. Studienabschnitt
StudienunterstützungNanoversity
Stipendien und Beihilfen
Prüfungen
WiederholungenAbmeldungAnmeldung
AnerkennungenKommisionelle Prüfungen
LehrveranstaltungenLeistungsbeurteilung
AbmeldungAnmeldung
Approach and Methodology
Step 2: Macro-Structure § The macro-structure is the top-level structure for
grouping all processes and information into max. 12 topics
§ Document it using Mindmaps
§ Discuss and refined it with the service units
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21 21
Step 3: Micro-Structure § Find a structure that is valid for all articles in the
intranet and service portal – what does a service provide, who can use it, when can it be used, …
§ Use common headings in all articles § Use consistent references to forms, laws,
official guidelines, … § Use consistent contact information in all articles
Approach and Methodology
11 June 2014 Graz University of Technology, Austria
22 22
Step 4: Functionality § Plan functionality together with users and service
units: § fulltext search, most recent and most frequently
used articles, staff directory, information on public transportation, lunch menus of restaurants, …
§ user feedback for all articles § “did you know that …” for promoting scarcely
known, mainly optional services and limited offers § single sign-on (Shibboleth)
Approach and Methodology
11 June 2014 Graz University of Technology, Austria
23 23
Step 5: Integrate Internal Communication § Integrate existing, central commuication channels:
§ staff magazine (four times a year) § rectorate’s newsletter (monthly)
§ Integrate service units’ communications: § research newsletter (fortnightly), research
magazine (twice a year) § announcements for courses
§ all integrated into the topic-oriented structure
Approach and Methodology
11 June 2014 Graz University of Technology, Austria
24 24
Step 6: Shut down Service Units’ Web-Sites § First describe the processes and information of a
service unit are in the new intranet and service portal § Then permanently redirect the service unit’s web-
pages to the intranet and service portal
Approach and Methodology
11 June 2014 Graz University of Technology, Austria
25 25 Approach and Methodology
Organisation Editorial board (two professional editors) for the intranet and service portal At least one contact person per service unit Close alignment with the PR & Communication Department
11 June 2014 Graz University of Technology, Austria
26 26 Approach and Methodology
Future Changes Most changes are linked to the rectorate, where university guidelines might be changed The intranet and service portal is integrated as the last step in the rectorate’s decision making process: send the information to be published to the TU4U editors
11 June 2014 Graz University of Technology, Austria
27 27 Experiences
Facts & Figures from TU4U: § 120,000 visits by 3,000 users in three months § 90+ percent positive or very positive feedback from
end-users § Mostly positive feedback from service units § TU4U is widely accepted as the source of
information about services and processes
11 June 2014 Graz University of Technology, Austria
28 28 Experiences
Content: § Most frequently used articles: staff benefits,
information on salaries § Least used articles: research in general, general
management tasks
11 June 2014 Graz University of Technology, Austria
29 29 Experiences
Functionality: § Frequently used features: feedback, search, staff
directory, lunch menu § Scarcely used features: bookmarks, alphabetic
index, sitemap, weather forecast
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30 30 Experiences
Feedback Mechanism for Articles: § All feedback is processed and answered by editors § High level of collaboration between editors and end-
users in order to make the information “perfect” § People want to get involved through this functionality
11 June 2014 Graz University of Technology, Austria
31 31 Your Feedback, Your Questions
Questions? ▶ [email protected]
11 June 2014 Graz University of Technology, Austria
32 W I S S E N n T E C H N I K n L E I D E N S C H A F T
u www.tugraz.at
One-Stop University Administration
11 June 2014 Graz University of Technology, Austria