Main Nav

Reengineering Customer Assistance: The Good, the Bad, and the Ugly

Wednesday, January 1, 1997


In 1995, MIT initiated a process to reengineer many of its administrative functions. A key component of the reengineering effort has been Information Systems (IS), the primary administrative unit focused on computing and networking at MIT. For end users at MIT, perhaps the most visible change in IS is a reengineered customer assistance approach, including self-help resources, customer training and online documentation, an IT Partners program with departments, and a consolidated help desk that combined four separate help desks. This paper provides a "warts and all" overview of what IS has learned about customer assistance during two-plus years of reengineering.

Download This Resource

Tags from the Community


Annual Conference

October 27–30
Save the Date

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.


Digital Badges
Member recognition effort
Earn yours >

Career Center

Leadership and Management Programs

EDUCAUSE Institute
Project Management



Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.


EDUCAUSE organizes its efforts around three IT Focus Areas



Join These Programs If Your Focus Is


Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.



2015 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations

Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.