IT support is now one click closer

Dear Colleagues,  

At our last town hall, we heard from many of you that we need to make it easier to report and track any of your IT issues so that we can more quickly resolve them and reduce downtime or lag. One way we are doing that is by providing easier access to the new  IT Service Portal through the PTOWeb homepage header. 

If you haven’t already, I encourage you to explore the new portal and start using it to help manage your IT needs. It’s more than another intake form: it provides relevant IT-related announcements, tracks your open requests, tickets, and approvals — and much more. We heard you on wanting to cut back on excess email, too. This spring, OCIO will transition all IT service advisories you currently receive via email to this portal, so it’s important to familiarize yourself with its features. 

I also recognize that a new homepage button and an updated IT service portal won’t solve all your problems. We have more work to do on the IT front, including retiring legacy systems and providing you more functionality while minimizing downtime or lags. Streamlining and improving how, when, and where you can submit and track your IT requests and improving the underlying systems themselves are two sides of the same coin. Work on both sides of that coin continues to be one of our highest priorities. This is an important step in the right direction, taken in concert with your union representatives and business unit leaders. 

Thank you for your continued suggestions, flexibility, and patience, as we work to optimize your work experience and improve our IT services.