KU announces 'revolutionary' project to improve info tech services, resources

LAWRENCE -- By next summer, the University of Kansas plans to implement better customer service methods and revolutionary technological advances to deliver information and other academic resources through the Web, computer labs, libraries and student assistance offices, KU Information Services and the Office of the Vice Provost for Student Success announced today.

More than 60 people representing information technology, libraries, academic units, administrative units, students and national consultants will participate in three projects, beginning immediately, to evaluate the university's infrastructure and to tailor user-friendly services for students, scholars and administrators.

"Today's undergraduates are the beginning of the 'born digital' generation, who bring new, unprecedented demands for user-friendly technology services," said Marlesa Roney, vice provost for student success. "There is a definite spike in technology savvy among the current KU students and a desire for anytime-anything-anywhere services. Students want to go to only one Web page or only one office to get their questions answered."

The projects are: improving campus learning centers, such as computer labs and library reference areas by integrating print and electronic resources; designing new service models and delivery methods such as the greater use of e-mail and instant messaging; and preserving digital resources, such as human resource, student enrollment and scholarly research records.

"The higher-education environment today is a complex web of scholars, knowledge and technology," said David Shulenburger, KU provost and executive vice chancellor. "Information and knowledge are the fuel of the university, and Information Services plays a critical role in the way faculty and students utilize information and technology to improve the learning and research process. Our users' expectations for technology and services have changed as much as technology itself has changed. We are departing from higher education's traditional philosophy of separate technology, library and administrative services. Instead, we're going to move toward a different model of services delivery matched to our users' needs."

KU has dubbed the project "HVC Squared" for its two components: High Velocity Change through High Volume Collaboration. Due to the project's timely focus, the project likely will be watched closely by KU's national peers. The EDUCAUSE Center for Applied Research, or ECAR, will participate in the process, and it has classified the HVC Squared project as one of its "living case studies."

"Historically, information technology, libraries and customer service initiatives have developed in three distinctly separate ways, not only in higher education, but in the world in general," said Richard N. Katz, vice president of EDUCAUSE and founding director of ECAR. "Information technology has focused on creating innovative hardware and software. Libraries have been preserving and organizing huge amounts of information. Customer service priorities anticipate and respond to customer needs. The KU leadership and community propose to merge these efforts in a new way. This proposal and approach are exciting, and my colleagues and I are flattered to have this opportunity to study and comment on this work."

EDUCAUSE is a nonprofit association with offices in Boulder, Colo., and Washington, D.C., whose mission is to advance higher education by promoting the intelligent use of information technology. The current membership comprises nearly 1,900 colleges, universities and education organizations, including more than 180 corporations, and more than 13,000 active member representatives.

KU's Office of the Vice Provost for Information Services supervises all campuswide technology hardware and software resources and services, the University Libraries and Printing Services.

KU's Office of the Vice Provost for Student Success provides services and programs that promote retention, academic success and graduation.