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#TSP Initiative - Unified Communications System

Description

Deploy targeted and personalized communications systems including personalized web experiences. Scope of the project would include personalized web, mobile app, chat/chatbots, campus telephone system, and support for mobile devices. With decreased use of desk phones; deployment of a replacement strategy for the existing phone system.

Currently CSUSM has two phone systems in use, the Mitel (“new system”) and Pointspan (20 year “old system”). The standard model for all users will be a Mitel 6867i. IMSC also approved to move forward with the purchase of Mitel Contact Center (MiCC) as the solution for ACD. IITS as committed to having the Virtual Queue's working for EMS for the Fall 2019.

Status

Open

Start and Delivery Dates

09/27/2018 to TBD

Department/Committee

Information Management Steering Committee

Status Update

04/29/2019: IITS as committed to having the Virtual Queue's working for EMS for the Fall 2019.

04/19/2019: Working on identifying the individuals that would need to migrate over to the new phone system (MX-One) to take advantage of MiCC.

04/05/2019: IMSC bi-annual progress report - Progress on new phone system included, all campus analog phone lines were move to the new phone system, functional departments are piloting the new phones. A phased implementation and next steps were proposed by IITS.

03/15/2019: IITS is actively piloting the new phone systems and planning a 3-year migration of campus phones to a new modernized telecommunications platform.

11/26/2018: Chatbots provide a responsive way to address basic student questions. This project allows CSUSM the opportunity to partner with other campuses in the use of AdmitHub. Sponsored by Office of Undergraduate Studies; approved by IMSC.

09/27/2018: Initiative status update/change to "Campus Priority" for FY 2018-19. Approved by Information Management Steering Committee (IMSC) on September 27, 2018.

Strategic Alignment

Goal #1 – ENSURE AN ADAPTABLE AND SUSTAINABLE TECHNOLOGY ENVIRONMENT

1.1 CSUSM continuously improves, deploying new systems, services, and strategies that improve efficacy and efficiency

1.2 CSUSM delivers service excellence, meeting evolving needs and expectations.

Goal #2 – DEVELOP A SEAMLESS AND PERSONALIZED EXPERIENCE FOR EACH CAMPUS COMMUNITY MEMBER

2.1 CSUSM enables a mobile experience, providing universal access to services and resources.

Goal #3 – DELIVER TECHNOLOGY THAT ENHANCES LEARNING AND FACILITATES THE EXPLORATION OF KNOWLEDGE

3.1 CSUSM engages campus constituents, integrating intuitive technology with customer-centric services, learning tools, and campus involvement.

Goal #4 – PROVIDE DYNAMIC VIRTUAL AND PHYSICAL SPACES THAT EFFECTIVELY SUPPORT THE CAMPUS

4.2 CSUSM commits to modern technology, balancing fiscal sustainability with priorities for technological currency.

Goal #5 – EMBRACE EMERGING TECHNOLOGIES TO BUILD COMMUNITY AND STRENGTHEN COLLABORATION

5.3 CSUSM connects people, enhancing community by facilitating meaningful communication.

Goal #6 – FACILITATE CONNECTIONS THAT PROMOTE DISCOVERY AND KNOWLEDGE

6.3 CSUSM unites a digital campus, delivering timely, convenient, and personalized communications that connect the community to relevant information and resources.

Goal #7 – SUPPORT INFORMED DECISION-MAKING WITH INTEGRATED AND RELIABLE DATA

7.3 CSUSM extends data analysis, deploying self-service tools that enable independent inquiry and facilitate actionable insights.

Goal #8 – ENSURE PRIVACY AND PROMOTE SECURITY THROUGH TRANSPARENT AND RESPONSIBLE USE OF DATA AND SYSTEMS

8.1 CSUSM values privacy and security, balancing the security of information with appropriate access and compliance.