red background image

Empowering IT service users: Making our processes clearer, simpler, better.

Learn about our continuous improvement initiatives aimed at enhancing key touchpoints across the IT journey.

Our goals and objectives    |     Our initiatives     |    Guiding principles    |    Planning framework    |    Our roadmap

Ahead of tomorrow picture of document cover

Strategy in action

Our commitment to Ahead of Tomorrow

IT has embarked upon a key initiative focused on continuously improving our user's experiences. We will support an entrepreneurial university with effective, efficient, and user-centric processes and services.

Our goal

Enhance IT’s user experience. Increase efficiency for end users and internal teams leading to greater client satisfaction. 

Our objectives

  • Improve IT communication clarity and transparency. 
  • Enhance the usability of IT digital touchpoints. 
  • Develop a user-friendly service catalogue. 
     

Our initiatives

Our work will be driven through three key initiatives, each aimed at delivering value and efficiency to our audiences.

#1 clarity for outages and alerts​

​Enhance the transparency and effectiveness of IT system status communications to improve user trust and minimize disruptions.​

Receive clear, concise updates to keep you in the loop on planned and unplanned outages.

#2 user-centric service catalogue​

Create a clear and intuitive service catalogue focused on user needs, making IT services easily accessible and understandable.​

Find the IT services you need quickly and effortlessly. Designed with you in mind: a service catalogue that speaks your language.

#3 enhanced user experiences​

Elevate the usability and overall experience of key IT digital touchpoints to increase user satisfaction and ease.​

Feedback drives our commitment to enhanced, intuitive user experiences. Discover a more user-friendly and efficient way to access IT support.

Our guiding principles

First and foremost the key initiatives are operational, driven through agile delivery. They are grounded in principles of operational excellence, as outlined in our Ahead of Tomorrow Operations Plan: 

  • We are committed to a culture of continuous improvement.   
  • We are data driven.   
  • We focus on effectiveness and efficiency in central functions. 
  • We focus on continuity.   
  • We are committed to teamwork and trust.   
  • We are committed to meaningful partnerships.  
  • We live our university values.   
  • We aim to stay Ahead of Tomorrow. 

 

Continuous improvement cycle, plan, do, check, act

Our commitment to the UCalgary community is rooted in continuous improvement. By listening to our users and embracing change, we’re building IT services that are not only efficient—but centered around our organizations people, values, and goals.

Trevor Poffenroth, CIO, UCalgary

Trevor Poffenroth

Chief Information Officer, University of Calgary

Our planning framework

A comprehensive approach to solving real people’s challenges 

By using the IECB framework we have balanced customer feedback and user testing analysis alongside industry expertise, standards and best practices. 

Internal

  • ServiceNow data analysis 
  • Google Analytics insights 
  • Persona mapping 

External

  • Landscape analysis 
  • User journey mapping 
  • Product design artifacts 

Consultation

  • User testing and analysis 
  • Employee feedback survey 
  • Focus groups 

Best practices

  • NN/g User heuristics research 
  • UI/UX Best practices 
  • Information architecture

Roadmap to success

Our commitment to continuous improvement ensures that we are constantly striving to deliver exceptional value to our users. By embracing an agile delivery approach and prioritizing user feedback, we are able to adapt and evolve our services to meet the ever-changing needs of our community. We have identified key milestones on our journey to success and are dedicated to achieving these goals to enhance the overall user experience.
 

  • Q4 2024: IT service status page launched to help users receive real time information about planned and unplanned outages.
  • Q1 2025: A refreshed IT website with clear user journeys across to the IT service catalogue and restructured, cleaner information architecture. 
  • Q2 2025: User focus groups aimed at developing user-centric categorization of services.
  • Q3 2025: Refreshed service catalogue naming conventions.
  • Q4 2025: A brand new design and user interface for ITs service catalogue, coupled with user journey optimizations to make accessing services simpler and easier.
Roadmap graphic