Voice Services BPR
In November 2005, UBC IT undertook a business process redesign of the voice provisioning process. The BPR was intended to reduce workflow barriers and streamline the process in order to allow the effective application of technology to enable self serve processes and to allow UBC to take full advantage of emerging technologies and new developments in telecommunications. The BPR team consisted of members of UBC IT currently involved in the delivery of voice services on campus, members of the IT Strategy group, and a member of the UBC community who represented the customer base. In order to ensure that there was community involvement and representation, additional input was sought from other stakeholders on campus through interviews and focus group sessions.In addition, an Executive Steering Committee was formed to ensure that the BPR results met the requirements and if so, to approve the outcome. The report was presented to the Executive Steering Committee in January 2006, where it received approval. The next phase of this project is to develop a roadmap to implement the recommendations. We anticipate the roadmap will take several months to develop, and will involve extensive consultation with members of the IT department and the UBC community. Interim measures such as upgrading our work order system for Voice related requests will be undertaken in the short term to address immediate challenges. Feel free to read the executive summary and end result of the BPR. Many thanks to all of you who participated in the process!