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Copyright Melissa Mills and Adrienne Moore. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Features of a Successful Distributed
Support Model
Arts & Sciences Duke University
EDUCAUSE Mid-Atlantic Regional Conference
Baltimore, January 16, 2003
Overview
• The proposition
• Background
• Broad strokes
• Mechanics
• Successes
• Current challenges
How to….
• Provide comprehensive & transparent services to faculty
• Meet individual needs
• Maximize limited resources
• Support both high-end users & newbies
• Foster growth for IT staff
• Anticipate needs
• Shape priorities
Symbiotic Balance
• Need to listen for what faculty need
• Need to lead - open possibilities and guide through choices
• Need to harness the energy of IT staff
• Need dynamic synchronization
About Duke University IT
• 9 schools with individual IT orgs
• Center for Instructional Technology
• Office for Information Technology supports 6,300 undergrads, telecom and enterprise apps
Ancient History
• Central acad & admin orgs
• Mainframe computing
• Good infrastructure planning
• Insufficient department level support
• Lots of “funny money”
• Lack of real money
Academic Council
• Advisory Committee on Academic Computing
– ACAC
– ACACAC
• Series of reports established principles
• Dissolved itself in protest (1992)
Advent of President Nan Keohane
1993/1994
• Requested IT report
• Joint faculty/admin committee
• Appointed search committee for VPIT/CIO
• Combined acad & admin orgs
A&S Computing1993
• Assistant Dean appointed• No A&S Computing budget• Departmental IT staff: 14 FTE• The plan: write a plan
Simple Idea
• Make decisions as close as possible to the user
• Centralize vanilla services
• Create structure to allow transparent movement between central and decentralized services and resources
The Faculty
• Producers and disseminators of knowledge
• Jewels of the institution
• Tenure-holders
• Primary clients
IT staff
• Independent yet interdependent
• Restless intelligence
• Curious and intense
• Mentors and mentored
• Defy categorization
Resources - Central
Free!
• Classroom multimedia
• Web design
• Network
• Site Licenses
• IT staff salaries
Resources - Departmental
Annual computing budgets
• Based on individuals’ IT use
• Spent in context of departmental IT plan
• Require participation & prioritization
The power of money
Irrespective of amount, money:
– Delegates responsibility
– Empowers
– Begs the question of priorities
– Gets attention
– Provides leverage
Why a Distributed Model?
• Starting from decentralized
• Need department insiders
• Career path for IT staff
• Scales resources
Central Elements
• Quality
• Standards/policy development
• Best practice/consultation
• Communications
• Community
Desktop Support
Technical Hardware
Support
User
Support
ASNA:A&S Networking Administrators
Classroom Support
Multimedia Design
Workshops
Web Support
Database and WebProgramming
•DukeNet•Servers•“Best practice” technical practices•Security policies
Environment/Infrastrucure
Arts and Sciences Computing Support “Fuzzy” Diagram
Department Faculty
A&S ComputingCommittee A&S
Deans
OIT
CIT
PerkinsLibrary
Features
• Symbiotic balance of IT staff & faculty
• Peer Recognition
• Teamwork
• Common values
• Trust
• Community
Mechanics
• Lines of report
• Faculty advisory committee
• Departmental budgets
• Departmental Faculty Computer Liaisons
• Meetings & forums
About Arts & Sciences
• One of nine schools at Duke
• One of two schools granting undergrad degrees
• Includes ~ 70% of the faculty
Who are we supporting?
• 34 academic departments & programs
• 13 acad support & admin offices
• 580 regular rank faculty
• 570 post-docs, research faculty
• 600 staff
• 1,000 graduate students
A&S Computing2002/2003
• Departmental IT staff: 40 FTEs
• Central IT staff: 22 FTEs
• Annual budget $3.2M
• Add’l departmental salaries $2.2M
Reporting Structure
• Associate IT dean is member of Dean’s staff
• Faculty & chairs report to dean
• IT staff have dual report
– Managerial: departments
– Technical: A&S Computing
A&S DeansAssoc. Dean for Computing
Faculty
Departments
A&S Computing
Dept IT Staff
Fabric of Communication
Central IT Staff
Faculty Advisory Committee
• Advises on annual budget
• Advises on policy development
• Provides conduit for unsolicited input
Departmental Budgets
• Based on annual computing census
– 67% response rate
• In the context of departmental computing plans
Meetings & Forums
• Monthly “A&S Networking Administrators” (ASNA)
• Weekly/biweekly platform centered work groups
• Mailing lists
• Source of advice & direction
• “Best practice” & policy development
Evaluation parameters
• Quality of role within a team
• Level of expertise in job-related areas
• Initiative and learning appropriate new skills
• Timeliness of completing specified work and projects, including quality documentation
• Effectiveness and timeliness of communication with colleagues & clients
• Quality of participation in/contributions to A&S and university community
Measures of Success
• Few complaints
• Some praise
• Low rate of undesirable IT staff turnover
• IT literate faculty and staff
• Effective use of technology
Examples
• A&S IT Security Policy
• 15,000 hours of classroom multimedia use/semester with 3.5 FTE
• Development of standards & guidelines for Web development
• Remotely managed Linux and W2K distributions
• On-line budget system
Challenges
• Scaling up
– Identify leaders
• Local vs “best practice”
– Patience
– Processes, policies & priorities
• Communication!
Current Challenges
• Web support
– Web design & maintenance
– Web programming
• Home support
• 24 x 7 classroom support
• Avoiding grid-lock…
Features
Modes of Communication
• Leadership at the highest level
• Faculty involvement
• Mechanisms supporting community
• Economic incentives supporting goals
Contact InformationArts & Sciences Computing
Duke University
www.aas.duke.edu/help/about/
Melissa [email protected]
Adrienne [email protected]