Aarti Paul
University of British Columbia
Aarti Paul is Director Engagement Services with UBC IT, the group that has the mandate to lead engagement with the UBC community by bringing together functional and technical expertise to define and implement practical, strategic customer-oriented services. She is an Information Technology professional with over 20 years of experience in integrating business interests and requirements with enterprise solutions. Aarti has a Masters Degree in Electronic Science and holds the Project Management Professional (PMP) designation since 2005.
Engagement is the glue that binds the organization’s goals of governance, service improvement and strategic priorities. The goal of client engagement for UBC IT is to understand how technology, people and process can enable... [ view full abstract ]
Engagement is the glue that binds the organization’s goals of governance, service improvement and strategic priorities. The goal of client engagement for UBC IT is to understand how technology, people and process can enable the goals and objectives of the institution.
Organizations that focus on client engagement are focused on value creation, not just revenue extraction or service charge back to satisfy their budget agendas. They give people something meaningful beyond a sales pitch: a brilliant end-to-end customer experience, great support, or interactive, real-time customer support.
In a diverse and somewhat devolved environment such as UBC, there is an equally diverse array of IT groups supporting faculties, departments, researchers and core enterprise services. With a number of significant transformational projects now moving forward, including the replacement of the student, HR and finance systems, the creation of a universal data model and data interchange, as well as a marked increase in the focus on governance, it has never been more important to foster collaboration and cooperation across IT units to leverage the collective skills and experience to help support the goals of the University.
UBC IT consciously and actively makes sustained effort to remain engaged and connected with the university community as well as other IT partners within and outside the institution. Fostering partnerships across the community helps UBC to pool our IT expertise and capacity to achieve greater outcomes. This presentation is intended to spark discussion around why higher educational institutions should invest dedicated resources to engagement activities through the sharing of UBC’s journey
