unb's single site service source
Integrated Technology Services (ITS) Departments at the University of New Brunswick (UNB) coordinate technology support for the UNB bi-campus (Fredericton and Saint John) community. This service includes a help desk web site. The first Computing Help Desk web site was released early in 1998 on the Fredericton campus. It was clear that the new site provided valuable service as visits to the site tripled over the first three years. Yet despite the services it provided, the web site had some shortcoming. The most serious of these was lack of inclusion in the site of the smaller of UNBs' two main campuses, the Saint John campus. A number of problems and new services had also been requested as possible site improvements. It was time for a site redesign - to turn the Help Desk web site into a true "Single Site Service Source" for both campuses providing services required by both customers and Help Desk personnel.In June of 2001 a bi-campus team consisting of a programmer, web designer, Fredericton campus publications manager and Help Desk managers from both campuses joined together. Although the primary objective was provided a single help site for both campuses, additional goals included: a new improved look, enhanced functionality, improved ease of use, services for student consultants, more content, production of service statistics and a clearly defined responsibility for site maintenance. What seemed to be a simple project expected to last a couple of months, ended up being more complex than expected and took closer to 6 months. A few months after the new site was released its deficiencies were noticed. A new team was formed, to implement more "renovations", kind of sounds like "Bob Vila and This Old Site". The final site has been well accepted, and site visits continue to grow.
service support help desk web helpdesk