IS&T realigns organizational structure
October 8, 2009
Georgia State University’s Division of Information Systems and Technology (IS&T) has implemented a new organizational structure to refine its customer focus, enhance service delivery and ensure transparent stewardship over the university's information technology (IT) resources.
“We started this process a year ago because we recognized the need to better understand customer requirements for academic support, and we wanted to offer greater value and increase specialization in meeting customers' needs,” said the university's Chief Information Officer and Associate Provost for Information Systems and Technology, J. L. Albert.
IS&T began redesigning its structure by identifying areas of potential gaps and duplication of services. In 2008, IS&T completed a Full-cost Analysis using the Full-cost Maturity Model (FMM), a standard by which an organization measures its ability to plan its business operations and accurately forecast expenditures. IS&T utilized FMM to demonstrate a commitment to transparency and accountability for IT projects and funding.
The new organization is designed to create more internal efficiency and empowers customers with a range of tools to effectively manage the technical resources IS&T provides them. The overall benefits to the university include:
Customer-Focused Culture
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Entrepreneurial and innovative culture that focuses on customer satisfaction
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Effective teamwork through shared motivation and understanding of goals
Budgetary Transparency
- Accurate tracking of all expenses related to IS&T’s products and services
- Full value from IT purchases through strategic alignment of technology to education and university goals
- Impartial provisioning of IT services among campus stakeholders
Enhanced Business Function
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Clearly defined roles through distinct definition of service areas
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Accountability for results through defined deliverables
IS&T's reorganization also helps the university in its research, as the realignment initiative is part of a study being conducted by Georgia State's Center for Process Innovation through the J. Mack Robinson College of Business. The results of the study are aimed to help leaders of organizations understand the transition to new forms of service management, and ultimately improve organizational performance and employee satisfaction.
“Our vision is to provide leadership and services that are unparalleled and competitive at every level, meeting the changing needs of customers on a daily basis,” Albert said.
For answers to Frequently Asked Questions about IS&T's realignment, visit www.gsu.edu/ist/realignfaq.html.
