University Telecommunications Division (UTD)

What UTD customers can expect

From Norman Acunis, acting director

arlier in the academic year, the University community learned that University Telecommunications Division had "won" a bidding competition for the institution's telecommunications work.

But what does that mean for UTD's customers? It means that we have reorganized UTD to control costs and to be more responsive to our customers across the University. As important, UTD recognizes the fact that when we can not fulfill the requirements of a particular office, we need to facilitate access to the off-campus source that can best meet that need. It also means that we will spend more time listening to you about your needs.

But we're just at the beginning of the process. The University is now organizing itself to begin the process of replacing the current ROLM system for one that's more up-to-date and useful to a University that relies increasingly on telecommunicationsfor telephone and Internet connectivity.

We are implementing partnerships with outside firms that will keep our telecommunications systems consistent with advances in technology, and we will "outsource" some functions that are better done by contractors or external service providers. We are serving as a University advocate to set guidelines and standards for such service providers, working hard to monitor the services they provide, and set action items for these providers to have a continuous improvement program.

Our internal re-engineering will include evaluation of what is known as "telemanagement." Telemanagement tools include the databases, applications, and hardware and software platforms required to run a complex system to track projects, keep tabs on inventory, integrate inventory data with project scheduling, produce meaningful billing statements for our customers, and provide a better means of monitoring our own performance.

UTD expects itself to be an organization that provides solutions for its customers. As a "solutions provider," we will ensure that the customer's business requirements are either directly serviced by UTD, indirectly serviced by our partners or contractors (and reviewed by UTD), or facilitated by us to an independent third party. Providing solutions also means that we will be prepared to ensure the delivery of the end product, whether it be a report, a presentation, or installation of a phone or network connection, in a carefully communicated and effectively processed manner that is on time, accurate to the customer's specification, and supported from beginning to end.

UTD is also now beginning a major project to replace the current telephone system. The crucial first step is to understand customer needs. Many of you are already part of an interview process which includes all categories of employees in our many diverse customer groups.

Expect to hear more from us in the future:

We will more regularly report to you what our installation timeframes are. Presently, from the time we have your order to the time of the scheduled date when we arrive on site is a period of from seven to ten business days. This is a significant decrease from any time in the past.

We will be notifying customers by phone of the scheduled work date and concluding our services with a customer satisfaction survey. Telephone notification takes the place of the mailed paper notice.

You are welcome to use our "nethelp" e-mail address for technical questions or technical supporting information for a problem you may be having.

We also have a "comments line" available to all members of the University Community. The Director of UTD, x5-9115, will receive all comments and ensure that they are addressed. Please send your comments to "comments@utd.rochester.edu".

We have also recruited a new director and are very excited about his joining our team. David Lewis comes to us from the University of Michigan where he has had significant experience with a large Medical Center, and academic campus. He is also skilled in current technology and development of visionary initiatives. Help us welcome him to the exciting and diverse community that together repre sents the University of Rochester.