IT FAQs on the new organization (ITFS: IT Field Services)

  1. How many field service teams will there be?  Where will they be located?  There will initially be 5 site-based teams. The size and main location focus of these teams may change over time, based on customer populations.
    1. Parnassus
    2. Laurel Heights and Mount Zion
    3. Mission Center Building
    4. San Francisco General Hospital
    5. Mission Bay, 654 Minnesota Street, China Basin Landing, 50 Beale Street, 220 Montgomery, Executive Park, Oyster Point
  2. Will teams be housed together at each site?  This depends on the site. We want to maintain as many support relationships as possible through the transition, so some technicians will continue to work in close proximity to their customers.
  3. How will space be allocated?  We will make an effort to create a shared space at each location grouping where teams can gather and be co-located.  This will not always be possible and teams may be split amongst several spaces.
  4. Will field technicians have to be on-call?  We anticipate that technicians may be on-call after hours on a rotational basis.
  5. Will field technicians rotate between locations? Over time yes, to provide a wide range of experience for our staff.  However, transitions will be methodical and planned to not disrupt service to customers.
  6. Will field technicians rotate to the Service Desk?  Yes, we anticipate that Field Technicians will rotate through the Service Desk and overtime Service Desk technicians may rotate into the field.
  7. What’s the purpose of rotating technicians through the Service Desk?  To increase Service Desk knowledge and increase first call resolution.  IT Field Services is an extension of the IT Service Desk and having both teams understand workflow will improve service to the campus.
  8. Will all field technicians rotate to the Service Desk, including senior field technicians?  Yes.
  9. When technicians rotate to other locations or to the Service Desk, how will you arrange coverage?  By increasing the ability to resolve issues at the Service Desk, less tickets will be sent to the field. We’ll coordinate closely within our teams to provide coverage.
  10. How many people are going to be affected by this consolidation?  It is difficult to know the exact number because departments will make individual decisions about staffing decisions.  For example, a person in a department doing 50% desktop support and 50% web support, may have their position transition to 100% web support and be unaffected.  However, there will be departments that eliminate staff doing desktop support.  Based on survey data collected during the OE Desktop Support Consolidation workgroup, it was estimated that there were approximately 180 staff doing desktop support at some percentage.  The FTE count was approximately 100. 
  11. What is the expected participation level across (i.e., how many customers does 74 FTE cover)?  Pending approved service levels as monitored by the IT Field Services Advisory Board, the staffing model will support all of campus.
  12. When the UCSF Medical Center joins the IT Field Service after 2014, will more jobs posted?  The current staffing model is just for the campus side, so we will need to add positions to staff Medical Center.  We have not yet determined staffing levels and will begin working with the Medical Center in 2013 to develop that plan.
  13. Will I be provided with a mobile device?  Field Technicians will have smart phones.