Indiana University and Ivy Tech Community College have announced a technology support partnership to help college students use technology for increased success.
Beginning in mid-October, IU’s award-winning client services and support division will provide 24/7 IT help desk and support services via telephone and email for faculty, staff and students on all Ivy Tech campuses. IU currently provides evening and weekend support for Ivy Tech, making this a natural progression for the two institutions.
“We are providing the best service for the least amount of cost to the students and taxpayers of Indiana,” said Sue B. Workman, IU associate vice president of client services and support. “This agreement eliminates duplication of systems, space, staff and management between the two institutions, so we both make effective use of tuition and state resources. These additional 24-hour support services can provide essential help for full-time students — especially those who are balancing work, families and education on a part-time basis.”
This latest agreement builds on the institutions’ growing technology relationship. In 2011, Ivy Tech moved its primary data center to the Information and Communications Technology Complex on Indiana University’s Indianapolis campus. A 2011 project connected an additional 21 Ivy Tech Community College campuses to Indiana’s I-Light, a high-speed digital network for education and research.
“Once again, Ivy Tech and IU are joining forces to create greater efficiencies in the state’s higher education system,” said Anne Brinson, chief information officer for Ivy Tech. “We utilize similar student support objectives, so collaboration made perfect sense, both cost-wise and customer service-wise. Our students will not only receive expanded customer service hours, but they will also have access to IU’s award-winning information technology services.”
IU’s client services and support, a division of University Information Technology Services, is regarded as a leader in the field, earning national and international industry awards. In the last few years, the group successfully managed more than 200,000 personal contacts via a variety of communication options — phone, email, chat, walk-in and carry-in. In fact, the latest customer surveys report satisfaction ratings of 92 percent and higher in the areas of email support, online self-help and phone support.