University of Washington

for 2014 CREATING COMMUNITIES Offer UW Exchange Online, a cloud-based email and calendar service with 50GB of mailbox storage per user, covered by the Technology Recharge Fee. Provide eduroam network access to support easier collaboration among research and education partners worldwide. Continue to offer Technology Teaching Fellows workshops to enable faculty to leverage technology tools to enrich learning. Improve interdisciplinary collaboration and minimize online security and privacy risks by leading work to develop Identity and Access Management software through the national higher education consortium CIFER (Community Identity Framework for Education and Research). Expand streaming audio and video services for UW campuses using MediaAMP. Upgrade the UW SharePoint service to SharePoint 2013 to provide a substantially better cross-browser and mobile experience. Provide a centralized captioning solution for UW-produced videos that is convenient and cost-effective. PARTNERING FOR BETTER SERVICE Work with the IT governance boards to prioritize resources, ensure transparency and deliver forward-looking, customerfocused IT services. Conduct a broad-based customer survey to measure satisfaction and identify improvements. Collect continual customer feedback on services and outages. Implement a new service management tool, with the Foster School of Business, to provide a unified, automated system for accessing help. Partner with other IT units to leverage the new service management tool to improve IT service delivery across the UW. Redesign the UW-IT Service Catalog, enabling customers to more quickly and conveniently order services. Integrate multiple UW-IT help desks to deliver 24x7 support and create a more consistent customer experience. Expand service options for storage and servers to provide more efficient solutions to campus IT groups. Evaluate communications solutions for the UW that integrate email, voice, instant messaging, videoconferencing and more. 2013 ANNUAL REPORT 15

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