CONCURRENT SESSION 1C
Wednesday 6 September 2017
Time: 1.30pm - 3.00pm
University of Adelaide
A Journey From Last To First Place In Customer Satisfaction
A journey on how the University of Adelaide went from last place in customer satisfaction (across all ANZ universities) to first place by improving support services and allowing staff the freedom to choose the computing device they desire.
With over 18 years’ experience in both the University and Private Sector Ian is currently the Associate Director – Technology Support & Student Systems at the University of Adelaide responsible for Service Desk, Desktop Support and all student IT systems. Having recently lead a highly successful customer improvement initiative across the Technology Services team, Ian has turned his attention to improving the student experience with responsibility for systems such as PeopleSoft Campus, CRM, enrolment, admissions and online student services.
Previous accomplishments include a large desktop and application virtualisation project for staff and students, transformation of standard lecture spaces into collaborative teaching spaces as part of the University flipped classroom initiative and the delivery of IT into 5 large building construction projects including the $246m Adelaide Medical and Nursing School.