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Portals: A Framework For Customer Centered Resources

Explore the University of Washington's innovative approach to developing customer-centered web portals, focusing on managing relationships with various stakeholders such as students, faculty, alumni, and community members. Discover the challenges and strategies in integrating services, understanding constituents, and re-conceptualizing business practices, all while prioritizing security. The success of MyUW web portal reflects the importance of personalized services and organizational adaptability in a rapidly evolving digital landscape.

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Portals: A Framework For Customer Centered Resources

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  1. University of Washington Computing & Communications Portals:A Framework For Customer Centered Resources Oren SreebnyAssistant DirectorComputing & Communications University of WashingtonOctober 11, 2000

  2. Portals – More than the latest buzzword? • Search for “web portal” – 673,000 hits! • The obvious (Yahoo, Excite, Lycos) • Sadhu! The Theravada Buddhism Web Directory and Portal • Network Economy WebPortal • ALFY - webportal for kids • Oficial Webportal Of Government of Kerala

  3. University Portals • Only 136,000 hits!  • UCLA Humanities World Wide WebPortal • MSU Potato WebPortal • Lots of student portals. • Some prospective student portals. • Some faculty portals.

  4. What’s the UW up to? • Work began about 2.5 years ago on a system to manage ongoing relationships with the University. • Grew out of a study investigating perception of the University in the state of Washington.

  5. The Customer is the Center • > 1 million people use the UW’s web pages each month. • < 10% are faculty, staff and students of the UW. • Relationships change over time. • Multiple concurrent relationships are common.

  6. Students in K-12 outreach programs Community college students UW prospective students and applicants Current students Faculty Staff Alumni Patients Referring physicians Parents of students Donors Sports fans Who Are Our Customers?

  7. Customer Centered Resources

  8. The Web – The Universal Lens • A flexible, active, personalized transaction-oriented environment. • Will require policy and technology infrastructures that don’t yet exist.

  9. Authentication • A single university ID for each person. • Must persist across multiple, overlapping, relationships. • Verification requirements may change as relationships shift.

  10. Authorization • Roles and relationships must be formally recognized and defined. • Some roles should be centrally stored for multiple applications to access.

  11. Relationship Management – The Portal • Leverages the Authentication/Authorization infrastructure. • Builds default views based on a person’s relationships. • Manages personalization.

  12. Services • The full range of institutional activities: • Teaching, learning, research, library, employment, public service, patient care, the arts, etc. • Managing b-b and b-c Ecommerce. • Community building tools

  13. The Reality at UW - MyUW • Student and alumni versions of MyUW released in May, 2000. • Grad student and branch campus versions released in October, 2000. • Currently developing faculty and staff versions.

  14. How’s It Going?

  15. So far… • About 44,000 unique people have used MyUW. • Typical usage is running from 13,000 – 16,000 logins per day. • Peak days up to 27,000 logins per day.

  16. Conclusions • It’s not (mostly) about technology. • What is it about? • Integrating services • Understanding our constituents • Battling our organizational constraints • Re-conceptualizing our businesses • Security is a key concern • This is hard stuff

  17. My UW Demo MyUW Web Site

  18. Coments, Questions, Input? http://myuw.washington.edu oren@cac.washington.edu

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