Sheree Kornkven and Jared HallInformation Technology ServicesNorth Dakota State University

North Dakota State University

• Located in Fargo, ND

• Fargo-Moorhead metropolitan area has a population of nearly 180,000

• Part of the ND university system of 11 universities and colleges

• A land-grant university

• Student enrollment: 12,000

Information Technology Services (ITS)• ITS provides:

– Leadership – Planning– Implementation– Support

• ITS employs 67 full-time staff members

ITS Student Employees

• ITS employs nearly 100 students

• Students provide core campus technology services

• Students work in 10 workgroups

Application DevelopmentCommunicationsInstructional ServicesServer SystemsStatistical Consulting

Help DeskTechnology Learning CenterDesktop SupportClassroom and Media TechnologiesNetwork Services

Independent Workgroups• Management • Recruiting• Interviews• Orientation• Training• Pay scale• Policies and procedures

– General policies– Disciplinary policies– Grievance policies

Moving to the Next Level• 2004: Decision made by ITS to establish an

STS program• Half-time STS coordinator appointed

– Full-time ITS staff member

• STS would be under the leadership of the director of IT Client Services

• Successful STS program at University of Wisconsin-Milwaukee served as a model

• STS programs are staffed and managed by students

STS Program Goals

1. Integrate all ITS student employees into a unified, consistently managed program

2. Enhance communication between ITS administration, workgroups, and student employees

3. Develop more equitable and consistent hiring practices and pay scales

STS Program Goals (cont.)

4. Enhance professional development opportunities for student employees

5. Provide a higher level of IT services for the NDSU campus

1. Unified Program

• STS Organization– Three student management positions

• STS manager• STS human resources manager• STS professional development manager

1. Unified Program- Challenges• An environment of change

– ITS Reorganization: Reorganizing Service Areas

New locations

Redefine services

Merge services

Realign staff

1. Unified Program- Challenges• Apprehension that STS would:

– affect well-established management structure in workgroups

– impact individual jobs– change long-standing policies

• Confusion about reporting structure

Who do I report to???

Change . . .“It’s not so much that we’re afraid of change or so in love with the old ways, but it’s that place in between that we fear. . . . It’s like being between trapezes. It’s Linus when his blanket is in the dryer. There’s nothing to hold onto.” - Marilyn Ferguson, American Futurist

©United Feature Syndicate, Inc.

1. Creating Unity

• Developed organizational chart and responsibility charts

• Developed consistent HR policies and procedures

• Met individually with workgroup managers

• Held a kick-off event for all students

• Cooperation, rather than competition, with workgroups

2. Enhance Communication

• Use of electronic communication tools– E-lists– Web– Blackboard

• Student employee meetings

• STS management acts as point of contact

3. Consistent Wage Structure

• Prior to STS:– Current pay scale inequitable– Workgroups independently assigning position

descriptions and wages– Limited or non-existent performance evaluations– Salary increases automatic

3. Consistent Wage Structure

• Taskforce appointed to examine all student positions, job descriptions, pay rates

• June 2005: A new, more equitable pay scale approved

• Fall 2005: Most students received significant raises

• Raises would be based on performance

4. Enhance Student Development

• Explicit Training– On-the-job training– Professional development program

“We can’t afford to hire people who have only technical skills. They have to have business and planning skills and financial awareness.”

-Don Alishio, Network Engineering Manager The Boeing Co.

Professional Development

• Topics include:– Communication– Customer service– Diversity training– Leadership– Career development– Technology training

• Around 30 training options each semester

• Four sources for professional development events:– Arranged by STS management team– Campus events– Alternative events– Technology short courses

5. Enhance Student Development

• Excellent work experience– Technology – Leadership– Customer service– Communication– Performance evaluations

5. Higher Level of IT Services

• Better use of resources

• Increased efficiency

• Increased productivity

What’s Ahead?

• Create methods to measure program effectiveness and employee satisfaction

• Develop methods to assess student needs

• Improve professional development

• Expand supervisor training

• Improve employee orientation

• Plan for management turnover

Conclusion

1. Unified, consistently managed program

2. Enhanced communication between students and administration

3. Equitable and consistent pay scales

4. Enhanced development opportunities for students

5. Higher level of IT service

Questions?