CBT could benefit faculty, staff and students. Local support organizations need to know what is planned centrally to do their own planning. Goal dates are important, but perhaps not as important as setting the overall direction central organizations will take. The campus climate is such that there is a reluctance to allocate money to central units. NACS should make use of similar databases already in use at other Universities.
Local supporters handle wide variety of support questions.
Grey areas of support among instruction, research, and administration. Managing people's expectations. It is difficult to support this range of users using a common set of practices, yet this is usually what must be attempted. Retaining staff and paying competitive salaries. If people are always upgrading, they are always climbing the learning curve, and never become optimally productive.