Shan & Iris: Today we are having a conversation with our Chief Information Officer, Martin Bernier, to discuss some interesting and important questions, to find out how IT supports our campus lives as well as our student community.
Shan: If students could better understand one thing about Information Technology, what would it be?
Martin: People often think of IT as just networks, systems, and tools—but at its core, it’s about people. Every technology solution is designed to meet someone’s needs. That’s why we start by asking: What do you need? How can we help improve your experience, especially as a student? The real value of IT comes from understanding people and building solutions around them. As we move forward, even with advances like AI, the human side of technology will only become more important. That’s what makes this work meaningful.
Shan: When you say 'people', are you referring to specific groups like students, professors, or staff?
Martin: I really like your question because that’s the complexity, it’s everything. We’re trying to improve the experience for students, who are the main clients of the University. At the same time, we need to work with professors, researchers, and all the administration side. So those are all different dimensions: academic, research, administration, and students. We’re trying to facilitate the whole ecosystem and make sure it’s efficient. I think it is to improve the end-user experience of all these different individuals at the same time and so on. Students are really at the heart of what we’re trying to improve at the University of Ottawa.
Shan: As Chief Information Officer, what part of your job might students find surprising or unexpected?
Martin: Probably how much of it is about listening. My main job is to understand the needs of our community—students, professors, staff—and find ways technology can support them. While I manage today’s systems, I must also prepare for what’s next, like AI and emerging tools. People often assume I spend my day with machines, but I spend most of it with people. I studied technology, but I’ve learned that human connection is at the heart of everything we do in IT. That shift—from machines to people—is something I didn’t expect, but it’s become the part I enjoy most.
Shan: What advice would you give students, who are interested in tech or IT leadership roles?
Martin: Balance your technical skills with strong soft skills. Communication, empathy, and collaboration are essential in today’s IT landscape. Stay curious—technology is constantly evolving, and lifelong learning is part of the journey. Also, embrace diversity. At uOttawa, we serve students from over 60 countries, each with unique needs and perspectives. To build meaningful solutions, you need to understand your users—their backgrounds, how they interact with technology, and what challenges they face. Ask simple but powerful questions: What are your challenges? What tech would help you? How would you use it? That’s how we create solutions that truly serve people.
Shan: You have mentioned curiosity is very important. Can you give a specific example for how curiosity can help students prepare for a future role in IT?
Martin: Absolutely. Students are naturally curious, but that mindset can fade once they enter the workforce. The key is to keep challenging yourself—to stay curious even when it’s easier to stick with what you know. For example, if you come across a new technology you don’t understand, take the initiative to explore it. Or if you meet someone from a different culture, ask how they use technology—it might be completely different from your own experience. That kind of curiosity helps you grow, adapt, and design better solutions for diverse users.
In IT, curiosity isn’t optional, it’s what keeps you learning, evolving, and staying relevant.
Iris: How will emerging technologies such as AI enhance the student experience in the next few years?
Martin: AI will absolutely transform how students learn. It will allow for more personalized learning experiences and simplify complex processes—like applying to university or selecting courses. We’re already working on virtual assistants to support both students and professors throughout their academic journey. But the real challenge is inclusion. Not every student will embrace AI at the same pace or with the same interest. So, while we build these tools, we also need to ensure no one is left behind. That’s why curiosity and a willingness to learn are so important. Technology will be there to help—but we need to bring everyone along, not just the early adopters.
Iris: I agree, inclusivity is important.
Martin: Absolutely. As I mentioned earlier, it’s not just about diversity, it’s also about inclusivity, and we need to approach it from multiple angles. AI presents a major challenge, not only ethically but also in terms of equity. It’s one thing to build technically sound tools, but we also have to ask: will everyone be able to use them equally? That’s especially important when we design technology for students. We need to make sure it’s accessible and fair for all, not just for those who are already comfortable with tech.
Shan: You have mentioned WI-FI and platforms, is there anything already been done to address this issue?
Martin: We’re expanding 5G coverage to improve connectivity, but full coverage across such a large campus is a challenge. On platforms, students have asked us to simplify and secure their digital experience. We’re working to reduce the number of tools and make them more consistent. But tech alone isn’t enough—adoption matters. Some tools exist, but not everyone uses them. That’s why we’re involving students directly in shaping solutions. It’s a complex system, but collaboration is key to making it better.
Iris: As a student working in IT, I’ve come to really appreciate how hard the IT team works. It’s changed how I see things.
Martin: That’s so true—and I hear it often from students in co-op roles. They’ll say, “Now I understand why things are so complex,” or “Why this solution isn’t perfect.” And I always tell them, “Great! now help us improve it. ”What’s unique is that you’re both an employee and a client. You use the systems, and now you help support them. That dual perspective is powerful, and I really value it. Please go ahead with your question.
Iris: So, would you like to give a conclusion of what IT does differently for students? What kind of help can students get when they reach out for assistance?
Martin: Right now, IT support is spread across different groups—faculties, the library, central IT—which can be confusing. We’re working to make that experience seamless, so students get consistent help no matter where they are or what they’re studying. Our goal is to simplify access, standardize services, and ensure students don’t have to worry about who’s providing the support—they just get the help they need. It’s a work in progress, but we’re moving toward a more unified, student-centred approach.
Iris: We talked about a lot of challenges, but we know alongside challenges there’s always going to be new opportunities. What are some recent or upcoming tech initiatives that are going to enhance uOttawa students’ experience that you’re most excited about?
Martin: It’s hard not to mention AI—especially generative and agent-based AI. We’re working on virtual assistants that can support students anytime, even late at night, answering common questions and improving self-service. That could really transform the student experience. We’re also looking at improving the uOZone portal. It’s been a long-standing request, and we’ve involved students directly in reimagining it—through class projects, feedback sessions, and hopefully co-op placements. The key is collaboration. Some professors and students are eager to participate, others less, but, we’re building with those who are ready, while making sure no one is left behind. That’s how we’ll create meaningful, inclusive change.
Iris: To wrap up this interview, what is your goal for Ottawa’s digital future for students?
Martin: Transparent collaboration. That’s what I’m aiming for. Students often work with us for a semester, but I want their voices to have a lasting impact. We’ve tried consultations and advisory groups, but consistency is a challenge. My dream is to break down silos—between students, staff, and faculty—and bring everyone to the same table. Whether it’s redesigning a portal or launching a new tool, I want students involved from the start: sharing feedback, testing ideas, even helping build the solutions. If you’re interested, reach out—LinkedIn, Instagram, our website. I’ll make sure someone connects with you. And don’t just bring easy questions, bring the tough ones too. That’s how we grow together.