Expanding and Adapting Services and Locations to Match the Growing Needs of NCRC
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Medical School Information Services

From the moment a department or lab starts organizing a move to NCRC, MSIS supports them each step of the way. As construction progresses at their new location, MSIS works in partnership with the department and NCRC throughout the remodeling. A designated MSIS move team performs a site visit at the department’s current location and surveys their needs to plan for what they’ll need at NCRC. Taking a “whole team” approach, the needs of entire department are considered, from administrative staff to bench scientists. MSIS provides ongoing consultation and communication, ensuring that each department’s needs for computers, data, and more, are met and all services are implemented and operational.

[pullquote align=”right”]The open office environment has encouraged cross-functional and cross-organizational teams and makes it easier to incorporate customers into MSIS project teams.[/pullquote]After a recent move to NCRC, Charmaine Prichard, Business Manager for General Medicine, wrote, “I just want to tell you how awesome Jonathan Komorowski and the MSIS Solutions Center crew (Brandon Boucher, James Hicks, Mike Vincent, Zach Pulsifer, and Stephanie Petree) were today. They did an amazing job helping over 80 of our General Medicine staff members move in to NCRC. They were very accommodating and got all computers up and running. Words cannot even begin to express how grateful we all are that everything went so smoothly. We are very happy to be at NCRC and to be working with such a great team! Kudos to all of them.”

MSIS will soon be adding walk-up, in-person support at multiple “Help Me Now,” locations at NCRC, while continuing to take requests via traditional methods, such as the MSIS website, by phone, or by email. Other options for support include attending one of the MSIS “Technology Town Hall” events, scheduling staff training for a department, or working with one of the MSIS onsite service or device teams when assistance is needed. Offering many ways for NCRC tenants to engage with MSIS leads to more efficient problem resolution, even as the number of departments moving into NCRC grows:

  • MSIS support teams assigned to NCRC now handle around 160 tickets a month, almost double the number of tickets from a year ago
  • Over 50% of these tickets are solved within one business day (7:00am to 7:00pm)
  • MSIS support teams at NCRC have a 99% Satisfaction rating over the past year

MSIS continues to adapt their services and locations to match the growing needs of NCRC. With 145 of their employees on site, MSIS has an insider’s view of the unique needs of NCRC tenants and their collaborators. MSIS customers are encouraged to share the MSIS collaborative space in Building 200, especially when their projects are in development. This collaborative environment fosters teamwork, facilitates quicker problem resolution, and produces faster results for MSIS customers.

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