Student E-Mail Governance Outsourcing Pilot Outsourcing Pilot Plan.

Student E-Mail GovernanceOutsourcing Pilot

Outsourcing Pilot Plan

Student E-Mail GovernanceOutsourcing Pilot - What? Why?

What’s a pilot?

- a mock-up of our proposed future production environment, scaled down to allow for evaluation

What’s a pilot?

Why bother?

What’s a pilot?

Why bother?

- we’ve never run an outsourced e-mail service – before rolling it out to 20,000 students we need to learn how it’ll work for a much smaller group

What’s a pilot?

Why bother?

- we’ve never run an outsourced e-mail service – before rolling it out to 20,000 students we need to learn how it’ll work for a much smaller group

- does it meet our functional requirements?

- are the operating costs within our budget?

- are there specific support issues we can address up-front? (an ounce of prevention)

Student E-Mail GovernanceOutsourcing Pilot - Participant Selection

Solicit volunteers by email invitation (100? 200?)

- sophomores & juniors only

Target broad customer use-cases

- students who forward to Yahoo, Gmail,

Hotmail, UCSB Engineering / CS / Lifesci

- students who don’t forward

- students who primarily use WebAccess

- students who use primarily use Desktop & Mobile Clients

- all SSC staff will be included for support purposes

Student E-Mail GovernanceOutsourcing Pilot - Mail Delivery

Participants will have accounts created for them in our test domain @pilot.umail.ucsb.edu

- e-mail addresses will have the form joegaucho@pilot.umail.ucsb.edu

- messages delivered to participants’ U-Mail addresses will be delivered to their existing account, taking into account any forwarding instructions

- an additional copy of each message will be delivered to their pilot account

- replies from their pilot account will have a “From:” address in the pilot domain (e.g. joegaucho@pilot.umail.ucsb.edu )

- participants will be encouraged to use their pilot accounts in the same way they currently use U-Mail (e.g. if they forward, they should continue to forward)

Student E-Mail GovernanceOutsourcing Pilot - Providing Support

How do we support pilot participants?

- our pilot website http://outsourcing-pilot.umail.ucsb.edu will provide all pertinent information on the pilot project, including project summary, new features, support details, FAQ, etc.

- stagger support – operations staff will initially handle all support directly (first two weeks?)

- train SSC and transition tier-1 support

- in the first month we will support only the web client

- introduce support for mobile & desktop clients in the second phase

Student E-Mail GovernanceOutsourcing Pilot - Measuring Success

Our primary determinant of success is whether our customers are happy

- collect feedback after the first month (web survey)

- use feedback to improve second phase

- collect second round of feedback after termination

Success is also based on our ability to operate & support the service with existing resources (staffing)

Student E-Mail GovernanceOutsourcing Pilot - Proposed Timeline

Preparation: March 2012

- create pilot website & support documentation / solicit volunteers / prepare service for operation

Phase 1: April 2012

- pilot account activation / collect feedback

Phase 1: April 2012

Phase 2: May 2012

Phase 1: April 2012

Phase 2: May 2012

- roll iterative improvements based on feedback / collect final feedback

Phase 1: April 2012

Phase 2: May 2012

Termination: June 2012

Phase 1: April 2012

Phase 2: May 2012

Termination: June 2012

- bring our evaluation to this group for direction on how to proceed

Student E-Mail Governance Outsourcing Pilot Outsourcing Pilot Plan.

Documents

Transcript of Student E-Mail Governance Outsourcing Pilot Outsourcing Pilot Plan.

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