Summer 2012
Training, Technical Support Identified as Key Pillars of OneCarolina Success
 June 26, 2012

July’s Admissions go-live isn’t being viewed as the end of an era. Instead, it’s being touted as the beginning of the project’s post-launch phase.

“There’s a tremendous amount of work that needs to be done behind-the-scenes to ensure the months that follow this initial launch are successful, and that any issues are addressed in a timely manner,” said Project Manager Rita Anderson.

First, it’s important to understand that July’s launch is not the only Admissions release. Until the conclusion of OneCarolina in late 2013, a different set of features and functionality, ranging from Admissions to Financial Aid to Accounts Receivable, will be released on a monthly basis. This is being done to allow time for testing, troubleshooting, and perhaps most importantly of all, training.

“Our decision to develop a comprehensive release schedule will, we hope, allow us to fully support and plan for each individual release that will ultimately benefit those who will be using the system – faculty, staff, and students,” said Anderson.

With regards to training, Admissions will have approximately 65 end-users who will need to be trained prior to the first release of the project in July, and beyond, to ensure that they can perform their day-to-day duties.  To do so, the OneCarolina project office will be working with the Admissions department to author job aids and training tools to assist end users during their first several months with the new system.

“When you consider that Admissions has been using IMS, a legacy system several decades old, you realize that the switch to Banner will be quite a change for many of the end-users. That means that training and support are vitally important to maintaining Admissions’ day-to-day workflows,” said Shannon Hicks, OneCarolina’s training coordinator.

Support also to play a major role

While training will provide end-users with the experience and information needed to work in Banner, there will be times when additional support will be needed.

To do so, OneCarolina will be working in conjunction with the UTS help desk to route OneCarolina questions to those with Banner knowledge in an effort to get questions and issues addressed as quickly as possible.

A four-level support structure has been established, which will leverage departmental support, along with the UTS Service Desk, and functional and technical support teams to respond to issues.

“Our top priority will be to ensure that customers are satisfied. With a project of this scope, users need to feel like they can rely on the support structure to get their issues resolved,” said Keith Osman, director of University Technology Services.

While transitioning decades of institutional experience to a new system is not something that happens overnight, the OneCarolina team is hoping that training and end-user support will help make that transition a more positive experience.


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