student e-mail governance outsourcing pilot outsourcing pilot plan
TRANSCRIPT
Student E-Mail GovernanceOutsourcing Pilot
Outsourcing Pilot Plan
Student E-Mail GovernanceOutsourcing Pilot - What? Why?
What’s a pilot?
Student E-Mail GovernanceOutsourcing Pilot - What? Why?
What’s a pilot?
- a mock-up of our proposed future production environment, scaled down to allow for evaluation
Student E-Mail GovernanceOutsourcing Pilot - What? Why?
What’s a pilot?
- a mock-up of our proposed future production environment, scaled down to allow for evaluation
Why bother?
Student E-Mail GovernanceOutsourcing Pilot - What? Why?
What’s a pilot?
- a mock-up of our proposed future production environment, scaled down to allow for evaluation
Why bother?
- we’ve never run an outsourced e-mail service – before rolling it out to 20,000 students we need to learn how it’ll work for a much smaller group
Student E-Mail GovernanceOutsourcing Pilot - What? Why?
What’s a pilot?
- a mock-up of our proposed future production environment, scaled down to allow for evaluation
Why bother?
- we’ve never run an outsourced e-mail service – before rolling it out to 20,000 students we need to learn how it’ll work for a much smaller group
- does it meet our functional requirements?
- are the operating costs within our budget?
- are there specific support issues we can address up-front? (an ounce of prevention)
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Target broad customer use-cases
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Target broad customer use-cases
- students who forward to Yahoo, Gmail,
Hotmail, UCSB Engineering / CS / Lifesci
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Target broad customer use-cases
- students who forward to Yahoo, Gmail,
Hotmail, UCSB Engineering / CS / Lifesci
- students who don’t forward
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Target broad customer use-cases
- students who forward to Yahoo, Gmail,
Hotmail, UCSB Engineering / CS / Lifesci
- students who don’t forward
- students who primarily use WebAccess
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Target broad customer use-cases
- students who forward to Yahoo, Gmail,
Hotmail, UCSB Engineering / CS / Lifesci
- students who don’t forward
- students who primarily use WebAccess
- students who use primarily use Desktop & Mobile Clients
Student E-Mail GovernanceOutsourcing Pilot - Participant Selection
Solicit volunteers by email invitation (100? 200?)
- sophomores & juniors only
Target broad customer use-cases
- students who forward to Yahoo, Gmail,
Hotmail, UCSB Engineering / CS / Lifesci
- students who don’t forward
- students who primarily use WebAccess
- students who use primarily use Desktop & Mobile Clients
- all SSC staff will be included for support purposes
Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery
Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu
Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery
Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu
- e-mail addresses will have the form [email protected]
Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery
Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu
- e-mail addresses will have the form [email protected]
- messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions
Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery
Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu
- e-mail addresses will have the form [email protected]
- messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions
- an additional copy of each message will be delivered to their pilot account
Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery
Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu
- e-mail addresses will have the form [email protected]
- messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions
- an additional copy of each message will be delivered to their pilot account
- replies from their pilot account will have a “From:” address in the pilot domain (e.g. [email protected] )
Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery
Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu
- e-mail addresses will have the form [email protected]
- messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions
- an additional copy of each message will be delivered to their pilot account
- replies from their pilot account will have a “From:” address in the pilot domain (e.g. [email protected] )
- participants will be encouraged to use their pilot accounts in the same way they currently use U-Mail (e.g. if they forward, they should continue to forward)
Student E-Mail GovernanceOutsourcing Pilot - Providing Support
How do we support pilot participants?
Student E-Mail GovernanceOutsourcing Pilot - Providing Support
How do we support pilot participants?
- our pilot website http://outsourcing-pilot.umail.ucsb.edu will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.
Student E-Mail GovernanceOutsourcing Pilot - Providing Support
How do we support pilot participants?
- our pilot website http://outsourcing-pilot.umail.ucsb.edu will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.
- stagger support – operations staff will initially handle all support directly (first two weeks?)
Student E-Mail GovernanceOutsourcing Pilot - Providing Support
How do we support pilot participants?
- our pilot website http://outsourcing-pilot.umail.ucsb.edu will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.
- stagger support – operations staff will initially handle all support directly (first two weeks?)
- train SSC and transition tier-1 support
Student E-Mail GovernanceOutsourcing Pilot - Providing Support
How do we support pilot participants?
- our pilot website http://outsourcing-pilot.umail.ucsb.edu will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.
- stagger support – operations staff will initially handle all support directly (first two weeks?)
- train SSC and transition tier-1 support
- in the first month we will support only the web client
Student E-Mail GovernanceOutsourcing Pilot - Providing Support
How do we support pilot participants?
- our pilot website http://outsourcing-pilot.umail.ucsb.edu will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.
- stagger support – operations staff will initially handle all support directly (first two weeks?)
- train SSC and transition tier-1 support
- in the first month we will support only the web client
- introduce support for mobile & desktop clients in the second phase
Student E-Mail GovernanceOutsourcing Pilot - Measuring Success
Our primary determinant of success is whether our customers are happy
Student E-Mail GovernanceOutsourcing Pilot - Measuring Success
Our primary determinant of success is whether our customers are happy
- collect feedback after the first month (web survey)
Student E-Mail GovernanceOutsourcing Pilot - Measuring Success
Our primary determinant of success is whether our customers are happy
- collect feedback after the first month (web survey)
- use feedback to improve second phase
Student E-Mail GovernanceOutsourcing Pilot - Measuring Success
Our primary determinant of success is whether our customers are happy
- collect feedback after the first month (web survey)
- use feedback to improve second phase
- collect second round of feedback after termination
Student E-Mail GovernanceOutsourcing Pilot - Measuring Success
Our primary determinant of success is whether our customers are happy
- collect feedback after the first month (web survey)
- use feedback to improve second phase
- collect second round of feedback after termination
Success is also based on our ability to operate & support the service with existing resources (staffing)
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Phase 1: April 2012
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Phase 1: April 2012
- pilot account activation / collect feedback
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Phase 1: April 2012
- pilot account activation / collect feedback
Phase 2: May 2012
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Phase 1: April 2012
- pilot account activation / collect feedback
Phase 2: May 2012
- roll iterative improvements based on feedback / collect final feedback
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Phase 1: April 2012
- pilot account activation / collect feedback
Phase 2: May 2012
- roll iterative improvements based on feedback / collect final feedback
Termination: June 2012
Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline
Preparation: March 2012
- create pilot website & support documentation / solicit volunteers / prepare service for operation
Phase 1: April 2012
- pilot account activation / collect feedback
Phase 2: May 2012
- roll iterative improvements based on feedback / collect final feedback
Termination: June 2012
- bring our evaluation to this group for direction on how to proceed