This university-wide transformation brings together ten projects designed to modernize and streamline digital services. Six of the ten planned initiatives have been delivered, marking a shift from planning to measurable impact across campus.
Phase I of Polaris IT is transforming the way digital services are delivered — with a focus on effectiveness, efficiency, and service excellence that puts users at the centre of every initiative. This phase focuses on building the foundations for consistent, user-centered digital services — improvements that are already making day-to-day interactions smoother for students, faculty, and staff.
Six initiatives currently underway
- Classroom support Centre of Excellence: A unified support model ensures faster response times and consistent service across all classrooms.
- Faculty application development Centre of Excellence: Units can collaborate with experts from any faculty, service, or IT area to develop or implement solutions that benefit the entire University community.
- Client Care Centre of Excellence: Centralized support that enhances responsiveness and improves the overall user experience.
- Self-service enhancements: Common IT requests, such as password resets and MFA troubleshooting, can now be resolved more efficiently and independently, freeing support teams to focus on complex issues.
- Standardization of support services: Service levels, support hours, and resolution times are now consistent across IT units, improving reliability and transparency for the purpose of continuous improvement.
- Ticket workflow optimization: A single support number and a standard process for all IT groups help streamline requests and ensure faster routing and resolution.
- Apple Centre of Excellence: Specialized internal support provides automated installation and setup for Apple products, further simplifying IT services for the University community.
These achievements reflect not only technological improvements but also a commitment to service excellence, user-centered experience, continuous improvement, and the dedication and collaboration of teams.
A culture of continuous improvement
Polaris IT reflects a cultural shift in how IT services are designed, delivered, and experienced; through shared development models, standardized processes, and cross-campus collaboration, IT teams are breaking down silos and building a community that learns, adapts, and innovates together.