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?


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









- 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 [email protected]

mailto:[email protected]




- 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. [email protected] )








- replies from their pilot account will have a “From:” address in the pilot domain (e.g. [email protected] )

- 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.

http://outsourcing-pilot.umail.ucsb.edu/




- 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







- 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





- 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




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.

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