CTS Online Work Request Debuts in September
Note: This story may not be current. It is part of the IT News Archive, and exists as a historical document.
Each year the University of Houston colleges and divisions submit over 12,000 requests for goods and services to IT Computing and Telecommunication Services (CTS). Often these requests involve installation, relocation, or changes to various telephone, data, video, and other services.
To streamline the processing of work requests, CTS has developed an Online Work Request application that is being rolled out by UH college and division administrators (CDAs) to the campus in September. The new CTS application is available now at www.cts.uh.edu/wo.
Guidelines for online ordering of CTS products and services will be communicated to UH faculty and staff through the college and division administrators.
The launch of this online application represents the first of a three-phase project initiated to enhance the process of ordering CTS products and services.
Benefits
In an eight week pilot program to test the application, benefits to users, business units, and CTS Customer Services were quickly apparent. The application resulted in faster and more dependable submission, approval, and processing of work requests.
Paper Form Still Available
The familiar paper-based work request form still exists and is posted online, but customers are encouraged to use the CTS Online Work Request when ordering CTS products or services.
Procedures and Guidelines
UH college and division administrators will work with faculty and staff to detail internal procedures and guidelines explaining how their organization plans to use the CTS Online Work Request application. In addition, training sessions are available for those who will be using the application and will be scheduled by the UH CDAs.
Videostreamed Training and FAQs
On the CTS Work Request web site, click on the "Videostreamed Training" link to view step-by-step instructions on how to prepare and submit a new online Work Request. Also provided is a Frequently Asked Questions (FAQs) section that answers many of the most commonly asked questions as well as a CTS Products and Services Guide, which includes definitions and prices for CTS products and services.
Useful Features
Multiple orders of products or services can be included in a single work request. This is especially beneficial in instances such as when a department moves into new offices and needs to move its phones or data connections to a new location.
Another helpful feature is provided through built-in functionality that prompts the user to supply only the information specific to his or her request, thus speeding up the work request ordering process.
A Collaborative Effort
The CTS Online Work Request application was developed through collaboration and feedback from college and division administrators, along with comments and suggestions of customer focus group members representing a number of colleges and divisions.
As part of the development process, CTS tested the application with a focus group and the UH Change Review Committee, and then sponsored an eight week pilot in which several UH colleges and divisions participated.
The business workflow for online ordering was approved by auditors after a review of the controls and procedures used by the application, which includes web site security, use of proper purchasing procedures, and authentication and authorization of business administrators.
For Further Information
For further information about CTS online ordering or about any of the available CTS products or services, please refer to the FAQs, call 713-743-1111, or e-mail ctscustomerservices@uh.edu.
