ITS Future Next: Organizational Change Journey

In 2019-20 the ITS Division embarked on a major reorganization to promote lean thinking, strengthen customer focus, and develop a governance model where the consumers of the technology become participants in institutional decisions. Click here to read the campus announcement

Led by Vice Chancellor of Information Technology Van Williams, the organizational changes were designed to address a number of challenges:

  • Customer needs were sometimes delayed due to technology limitations or resource constraints.
  • Some services were "one-deep" or siloed within a small group of technical support staff.
  • It was difficult to implement division-wide technical standards.
  • Performance metrics and key performance indicators (KPIs) were not always tracked, and data was not always used to provide leadership with actionable information on the technologies and services deployed.

This transformation centered on developing a product mindset that aligns more closely with customer requests, improves the user experience, builds technical skill depth, and adapts more quickly to the dynamic needs of the campus.

Our Change Journey Visual

What Changed

New Leaders

ITS has a new leadership team who lead five new units within the division. Those units are: 

  • Products & Services
  • Information Security 
  • Experience
  • Technology Engineering
  • Resource Planning & Management

Click here to read more details about each ITS unit. Click here to view organization charts. 

Professional Development

We have increased our commitment to professional development and will encourage staff to participate in formal professional development plans as part of their annual goals. We are adopting a set of modern technology practices within the ITS organization. As part of this adoption, we are investing in training all ITS staff in these practices. reorg image

Dual Reporting

Most staff in ITS are now dual reporting into a functional unit and a product team and have two managers. This structure allows us to improve access to resources, improve cooperation and communication, and utilize skills and technologies across the organization that might otherwise be locked up in the vertical silos. Dual reporting also brings more flexibility through faster decisions involving multiple stakeholders. 

Questions?

If you have questions about the ITS reorganization, please email vcit@ucsc.edu

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