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Outsourcing Pilot

Outsourcing Pilot. Student E-Mail Governance. Outsourcing Pilot Plan. Outsourcing Pilot - What? Why?. Student E-Mail Governance. What’s a pilot?. Outsourcing Pilot - What? Why?. Student E-Mail Governance. What’s a pilot?

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Outsourcing Pilot

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  1. Outsourcing Pilot Student E-Mail Governance Outsourcing Pilot Plan

  2. Outsourcing Pilot - What? Why? Student E-Mail Governance • What’s a pilot?

  3. Outsourcing Pilot - What? Why? Student E-Mail Governance • What’s a pilot? - a mock-up of our proposed future production environment, scaled down to allow for evaluation

  4. Outsourcing Pilot - What? Why? Student E-Mail Governance • What’s a pilot? - a mock-up of our proposed future production environment, scaled down to allow for evaluation • Why bother?

  5. Outsourcing Pilot - What? Why? Student E-Mail Governance • 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

  6. Outsourcing Pilot - What? Why? Student E-Mail Governance • 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)

  7. Outsourcing Pilot - Participant Selection Student E-Mail Governance • Solicit volunteers by email invitation (100? 200?)

  8. Outsourcing Pilot - Participant Selection Student E-Mail Governance • Solicit volunteers by email invitation (100? 200?) - sophomores & juniors only

  9. Outsourcing Pilot - Participant Selection Student E-Mail Governance • Solicit volunteers by email invitation (100? 200?) - sophomores & juniors only • Target broad customer use-cases

  10. Outsourcing Pilot - Participant Selection Student E-Mail Governance • 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

  11. Outsourcing Pilot - Participant Selection Student E-Mail Governance • 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

  12. Outsourcing Pilot - Participant Selection Student E-Mail Governance • 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

  13. Outsourcing Pilot - Participant Selection Student E-Mail Governance • 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

  14. Outsourcing Pilot - Participant Selection Student E-Mail Governance • 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

  15. Outsourcing Pilot - Mail Delivery Student E-Mail Governance • Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu

  16. Outsourcing Pilot - Mail Delivery Student E-Mail Governance • Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu - e-mail addresses will have the form joegaucho@pilot.umail.ucsb.edu

  17. Outsourcing Pilot - Mail Delivery Student E-Mail Governance • Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu - e-mail addresses will have the form joegaucho@pilot.umail.ucsb.edu - messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions

  18. Outsourcing Pilot - Mail Delivery Student E-Mail Governance • Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu - e-mail addresses will have the form joegaucho@pilot.umail.ucsb.edu - 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

  19. Outsourcing Pilot - Mail Delivery Student E-Mail Governance • Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu - e-mail addresses will have the form joegaucho@pilot.umail.ucsb.edu - 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. joegaucho@pilot.umail.ucsb.edu )

  20. Outsourcing Pilot - Mail Delivery Student E-Mail Governance • Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu - e-mail addresses will have the form joegaucho@pilot.umail.ucsb.edu - 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. joegaucho@pilot.umail.ucsb.edu ) - 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)

  21. Outsourcing Pilot - Providing Support Student E-Mail Governance • How do we support pilot participants?

  22. Outsourcing Pilot - Providing Support Student E-Mail Governance • 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.

  23. Outsourcing Pilot - Providing Support Student E-Mail Governance • 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?)

  24. Outsourcing Pilot - Providing Support Student E-Mail Governance • 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

  25. Outsourcing Pilot - Providing Support Student E-Mail Governance • 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

  26. Outsourcing Pilot - Providing Support Student E-Mail Governance • 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

  27. Outsourcing Pilot - Measuring Success Student E-Mail Governance • Our primary determinant of success is whether our customers are happy

  28. Outsourcing Pilot - Measuring Success Student E-Mail Governance • Our primary determinant of success is whether our customers are happy - collect feedback after the first month (web survey)

  29. Outsourcing Pilot - Measuring Success Student E-Mail Governance • 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

  30. Outsourcing Pilot - Measuring Success Student E-Mail Governance • 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

  31. Outsourcing Pilot - Measuring Success Student E-Mail Governance • 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)

  32. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • Preparation: March 2012

  33. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • Preparation: March 2012 - create pilot website & support documentation / solicit volunteers / prepare service for operation

  34. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • Preparation: March 2012 - create pilot website & support documentation / solicit volunteers / prepare service for operation • Phase 1: April 2012

  35. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • Preparation: March 2012 - create pilot website & support documentation / solicit volunteers / prepare service for operation • Phase 1: April 2012 - pilot account activation / collect feedback

  36. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • 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

  37. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • 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

  38. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • 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

  39. Outsourcing Pilot - Proposed Timeline Student E-Mail Governance • 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

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