Operational Support Takes on Mass Processing

eBITS routinely performs a number of mass processes on behalf of Colleges, Schools, and Units (CSUs)  to handle cyclical business processes through centralized, automated processing, which would otherwise have to be completed manually by personnel within each CSU. Reducing the administrative burden on campus while limiting the risk inherent in repetitive data entry is the primary goal of mass processing. When mass processing began, Enterprise Business Solutions (EBS) team members responsible for system management and configuration performed these operational tasks.

In 2022, the success and maturing of the mass processing practice by EBS allowed it to transition from EBS to Enterprise Customer Services as an operational process. ECS team members tasked with operational support routinely work directly with CSUs to provide solutions to the more complex issues they may encounter when using enterprise systems. 

While the transition may be invisible to CSUs, they still benefit from the move. The customer focus of the operational support team gives them improved perspective and flexibility when working with CSUs. This saves time during intake and request processing and when working with CSUs to remediate unexpected results in process output. Recasting mass processing as an operational task, rather than a development task, also saves by allowing EBS more time to focus on system enhancement requests that provide benefits to all of UT.