Enhancing Technology Services Phase 2

Project Background

Working with the independent consulting firm BerryDunn, UTS completed a comprehensive review of Oakland's technology operating model — surveys, focus groups, town halls, and benchmarking against peer institutions. Phase II turns those findings into action: building the internal foundation UTS needs — governance, leadership, and a refined operating model — before the university-wide rollout begins in later phases.

Our fundamental driver is to ensure robust Security and exceptional Service delivery across every part of the university.

Project Purpose

• Proactively support the Strategic Initiatives of the University
• Enhance Oakland's security posture, remediate audit findings, and reduce institutional risk
• Improve quality, responsiveness, and consistency of IT services
• Create opportunities for professional development and growth

Project Governance

Three groups are steering and delivering this phase of work.

• Oversight Committee: A dedicated steering group builds, supports, and strategically drive the initiative forward.
• University Leadership / Stakeholder Commitment: Active alignment and strong strategic commitment from University cabinet, deans, and stakeholders.
• Working Committee: Gathers, develops, manages, coordinates, and executes day-to-day operations.

Objectives

The four outcomes this phase is working toward.

1. Provide high-quality IT service to the Oakland community
   • A key outcome is streamlining and improving IT services. Where changes are made, we will focus on minimizing disruptions to support to create a more effective, secure, and sustainable customer experience.
2. Rectify recent audit findings and reduce business continuity risk
   • An integrated approach to management and security of IT operations provides consistent, scalable, and enhanced technology services to the campus while maintaining compliance.
3. Improve coordination, backfill, and development for IT staff
   • Our aim is to build a network of support with no single points of failure. This includes providing team support and creating upward mobility for distributed IT staff to leadership opportunities.
4. Establish coordinated and actionable IT governance
   • Managing IT resources, projects, and decisions is key to aligning IT operations with the campus community's functional needs and driving key technology initiatives in alignment with priorities.

Steps to Refresh the UTS Organization

Five sequential steps carry the refined model from approval to a stable, supported operation.

1. Confirm Model: Gain formal approval on UTS's structure and functions.
2. Establish Leadership: Seat the right managers to lead the expanded operating model.
3. Design Teams: Integrate in-scope distributed IT in a data-driven way.
4. Implement: Change reporting lines and conduct a thoughtful integration.
5. Stabilize: Monitor service metrics closely and address any concerns.

Planned Project Timing

A high-level view of when each step is expected to run from July 2026 to June 2027.

Bars indicate the months each step is active, shown at full monthly detail across the 12-month rollout.