Events for all Levels and InterestsStay
Jump Start Your Career GrowthStay
Get on the Higher Ed IT MapStay
Uncommon Thinking for the Common Good™Stay
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.