Practice Pays Off in COVID Crisis

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As Temple University has transitioned to being fully online, the IT team has responded to the challenge with innovation, collaboration and grace. As the leader of the team, I have been awed and very proud. And it is not just the IT team that has risen to the occasion. The entire Temple community has come together.

Within days, our IT team significantly expanded our remote secure access services to our systems and specialized software. We gathered and distributed laptops to students, faculty, and staff who didn’t have their own equipment to move to the online world as we closed the physical campus. We partnered with colleagues across campus and our vendors to rapidly provide training to the campus. We shifted to a virtual help desk over a weekend without any interruption in service to the campus. We have done all of this while improving our satisfaction rate as measured by a post-service survey to over 97%.

Why were we able to make this transition in such a smooth way?

The answer is clear from the feedback that I have been given from the team and across campus. We had already moved our primary learning platforms to modern cloud solutions that made the transition much easier. And we have been practicing for this kind of emergency for years as we have formed a creative and collaborative culture in ITS. 

Specifically, we already had flexible work guidelines that encouraged everyone to work with their managers, teams and customers to identify how they could provide seamless service when they worked remotely. 

Our help desk had moved to a software call center last November to enhance our support and give that team the ability to participate more fully in the flexible work guidelines. This meant that our help desk had practiced and tested working completely virtual before they had to to comply with the shelter in place order.

Our teams had practiced being innovative and thinking out of the box in our weekly Wonderful Wednesday/Whenever time. Many of the ideas that we implemented in response to the pandemic crises came from the research and exploration individuals had already been doing.

Because our team had practiced, we were prepared and have been able to respond to requests quickly and creatively. Instead of scrambling to figure out how they would be able to do their job from home, the ITS team members were able to focus on helping the rest of campus move to the new paradigm.

As you reflect on the unprecedented changes that the pandemic has caused, what had you practiced that helped you and your teams make the transition? What can you start practicing now?

 

 

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