MISO Survey Results and Follow-up Actions

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This message was emailed to employees and students by Vijay Menta on April 2, 2024.

Dear WPI Faculty, Staff, and Students,

Just over one year ago, Information Technology Services invited all employees and a random sampling of students to participate in the Measuring Information Service Outcomes (MISO) survey to help us determine what was working well and in what areas we could improve. We received a great response of 1,152 surveys: 56% from staff, 43% from faculty, 33% from graduate students, and 27% from undergraduate students. I am following up to share general survey results and update you on changes Information Technology Services (ITS) has implemented.

Overall, we were pleased to see that, in most areas, respondents noted that they were satisfied with the areas they deemed important.

But just as significantly, the MISO Survey results helped us identify five key areas to focus improvement efforts: Authentication, Workday, Data Governance, the WPI Hub, and Wireless Networking—areas that will help all members of our community.

ITS leadership and staff have collaborated to identify action plans, and below you will find a grid of actions taken and plans for future changes in each of the five focus areas.

Authentication
Action Taken	Future Plans
Adopted latest security standards using phishing and MFA-fatigue resistant authentication methods: Microsoft Authenticator app with number matching or security key.	Explore ways to make the authentication process more seamless, including on classroom podium computers.
Workday
Action Taken	Future Plans
Streamlined support by consolidating teams into one Enterprise Cloud Systems & Integration Services team. • Dedicated additional FTE resources to Workday and integration support. • Developed a continuous improvement plan focused on the user experience. • Created parent-focused task force to actively triage parent log-in issues during billing deadlines, resulting in significantly fewer tickets requiring escalation.	• Institute a release management process that implements new functionality to improve user experience as it becomes available from Workday. • Partner with business offices to optimize existing functionality. • Develop Workday and Canvas eco-system integrations. • Promote new developments for course rosters and job aids for common tasks. • Continue to push Workday to improve course registration.
Data Governance
Action Taken	Future Plans
• Conducted mailing address clean up with Advancement in June 2023 (Experian). • Held discovery sessions across campus to gather feedback and understand concerns around WPI data handling and access. • Evaluated concerns and formed a solution in a co-sponsored initiative led by VP of Information Technology and CIO, Vijay Menta, and VP of Strategic Initiatives, Rachel LeBlanc. • Established a new Data Governance Body that is integrated into a new data-centered cross-functional Technology Intake and Planning process. • Undertook a cross-campus collaborative approach that will improve data literacy, quality, security, and access, while creating strategic pathways to facilitate data-driven decision making and better technology utilization in supporting the WPI community.	• Using the new Data Governance Body and Technology Intake Process, we will continue to analyze feedback, measure outcomes, and use a continual improvement methodology to ensure sustainability and effectiveness in this new cross-campus collaborative framework.
WPI Hub
Action Taken	Future Plans
• Improved the search functionality. • Implemented ability to better track article updates. • Dedicated staff to review content quality and accuracy. • Reviewed ticket communications. • Working with Marketing and Communications to amplify ITS communications to the campus.	• Explore new ticketing tool and/or new WPI Hub layout and design. • Pursue new avenues to improve information delivery.
Wireless Networking
Action Taken	Future Plans
• Identified locations to add Access Points to increase Wi-Fi coverage. • Discussions held with SecureW2 regarding pain points putting devices on WPI-Wireless. • Continue to identify pain points with Wi-Fi coverage and connection.	Create "Improved Wireless User Experience" strategic project to: • Increase campus Wi-Fi coverage. • Provide an alternative method of securely joining the wireless network. • Re-evaluate the method of onboarding a wireless device at WPI to make the experience more user friendly

Moving forward, we will continue to provide updates on these action plans as appropriate.

We value the input from our community members to help us understand how to best enable and support your technological needs. We are considering administering the MISO survey every three or four years, as we may identify other surveys to validate against. Together, let's continue to leverage technology to enhance the WPI experience and uphold the values that make our community and academic journey and endeavors truly exceptional.

Best,

Vijay

Vijay Menta (he/him/his)

Vice President and Chief Information Officer

Information Technology Services

Worcester Polytechnic Institute

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