Council debates ITC outsourcing decision

Students oppose ITC proposal; Hilton says plan will increase services, allow for 24/7 support

University students attending last night’s Student Council meeting debated the relative merits and downsides of the Information Technology and Communication office’s proposal to phase out student consultants later this year.

Student Information Technology Consultant Seth Kaye spoke out against ITC’s proposal.

“The physical support that we offer here on Grounds and in libraries like Clemons and Alderman ... can’t be solved over the phone,” Kaye said.

Kaye also noted that the introduction of new computing systems at the University, such as the Student Information System, which will replace ISIS, will result in an influx of help requests. He also added that there is no reason to eliminate student consultants if it will not help balance budget cuts.

“We’ve been hearing from the start that this is not about budget cuts, which seems like a dig at our service,” Kaye said. “Why would they be outsourcing us especially if it’s not to save money? It’s ridiculous if we are doing a good job.”

Kaye also noted that the availability of student consultants is a prime example of student self-governance at the University.

“I think we all know how important that is here,” he said. “How great is it that U.Va. students can help support other U.Va. students in terms of [technological assistance]?”

With the proposed changes to outsource student consultants, ITC would not be able to fulfill its goal of making computer service and assistance available around the clock, he said.

“Twenty-four/Seven support is something we can easily do at U.Va.,” he said, adding that he also is concerned about the level of personal support that could be lost if the service is outsourced. “Clemons is open 24/7 and we can offer an e-mail support system that’s available 24/7.” 

James Hilton, University vice president and chief information officer, however, said outsourcing will cost the same as operating an ITC help desk and ITC will still be able to achieve 24-hour computer service and assistance even if it outsources. Outsourcing also would provide the proper documentation of inquiries and common problems to track quality control, which he thinks will be an advantage for students in the long-run, he said.

Matt Fifer, vice chair of Council’s Academic Affairs Committee, said he believes the change will primarily affect the student body.  “Students are going to bear the brunt of that, so I anticipate that service requests are going to explode,” Fifer said.

Academic Committee Chair Marisa Roman expressed concerns similar to those of Kaye about the elimination of on-Grounds student consultants.

“If I’m computer illiterate,” she said, “I can’t have someone on the phone to help me — I need someone to actually do it for me.”

Hilton, noting that plans are still moving forward, said he remains interested in hearing student input about the issues raised last night.

“I will always listen,” Hilton said. “I’m happy to meet and talk to people.”

Source: http://www.cavalierdaily.com/