OPERATIONAL EXCELLENCE
University of Michigan employee, student data stolen in cyberattack
“Following a detailed analysis from ‘a dedicated review team,’ the University believes that besides personal data, like an individual’s name, the threat actor also accessed medical and financial information.
For students, applicants, alumni, donors, employees, and contractors, the educational organization says that the following details were exposed:
• Social Security
number
• Driver’s license
or other
government-
issued ID number
• Financial account
or payment card
number
• Health
information”
What is our aspiration?
ES will operate with an emphasis on continuous improvement, reducing the time it takes to complete certain tasks and improving the overall quality of our products. This will increase client satisfaction and drive employee engagement.
Why is this important?
Striving for operational excellence in all aspects of ES operations is essential to increase productivity, deliver greater value to our clients, and empower our workforce. This approach will improve efficiency and achieve long-term cost savings.
Our clients’ expectations are higher than ever, and we must work to achieve these objectives to enhance our client relationships. By doing so, we will also drive employee engagement and satisfaction.
To maximize the services we deliver with the resources we have available, we must create a culture of continuous improvement. This will lead to happy clients and employees.
What are our concrete goals?
- Enhance operational efficiency and facilitate seamless communication by standardizing ES internal documentation.
- Ensure the security and resilience of IU’s IT systems and infrastructure by implementing UITS Safe IT objectives.
- Explore project-based metrics to provide valuable insights into the progress, efficiency, and success factors of ES projects and systems.
What specific targets are we setting for ourselves for 2024?
- Enhance operational efficiency and facilitate seamless communication by standardizing ES internal documentation.
- Develop and document the standards for a new employee onboarding process through collaboration with UITS HR business partners and other UITS divisions.
- Define documentation standards for internal ES technical and administration documentation.
- Research and recommend ES documentation management tools by category.
- Ensure the security and resilience of IU’s IT systems and infrastructure by implementing UITS Safe IT objectives.
- Review and improve account lifecycle management to significantly reduce the total number of active accounts.
- Begin email domain alignment effort to reduce the number of non-iu.edu domains.
- Roll out DUO Verified Push to all faculty, staff, and students.
- Explore project-based metrics to provide valuable insights into the progress, efficiency, and success factors of ES projects and systems.
- Publish dashboards from the Metrics task force and launch production operations and onboarding for collection of these metrics across enterprise systems.
- Define project implementation metrics and go-live success metrics for the Stellic implementation and build dashboards to track and analyze those metrics.
- Document and share what was done with and what was learned from the Stellic metrics project.