Administrative Effectiveness & Student Experience

In order to grow and be effective and efficient, we need to simplify experiences by using fewer systems, reducing redundancy and embracing standardization. This goal can be accomplished by looking at system compatibility, integration capability, automation and electronic workflows. This commitment starts with the procurement process. As the IT governance process continues to mature, a primary goal will be effective prioritization. Human resource capacity planning is also part of this equation.

GOAL Partner with colleges and units to reduce redundant systems that create data silos, leverage enterprise solutions whenever possible, improve and streamline business processes, and make good decisions for the University.	Target Date	Status
E1: Promote use of SalesForce; reduce reliance on other CRMs ’23 Update: OneIT partnered with University Advancement to move their system to Salesforce Ascend. ’24 Update: OneIT partnered with Enrollment Management to utilize and expand the use of SMS messaging. OneIT partnered with the Graduate School to implement targeted communications within the Salesforce Marketing Cloud platform. OneIT continues to partner with University Advancement to implement Salesforce Ascend. ‘25 Update: OneIT partnered with Advancement to launch Ascend, a Salesforce-based solution that enhances fundraising, constituent relations, and alumni engagement. We also introduced one of the first Agentforce (Charlie) generative AI agents to provide 24/7 OneIT service desk support. In collaboration with NinerCentral, we began modernizing their Salesforce environment with real-time Banner integrations, a self-service portal, and Agentforce (Charlie) for continuous student support. Additionally, OneIT expanded the use of Marketing Cloud with the Graduate School, enabling real-time, data-driven communications to ensure students receive timely and relevant information.	FY ‘27	In Progress
E2: Reduce paper workflows by leveraging enterprise workflow systems ’23 Update: OneIT continues to partner with the colleges and departments to digitize workflows using Slate, Docusign, Archibus, NinerWorks and Perceptive Content. ’24 Update: OneIT has streamlined the review of newly requested software requests and contracts using our Portfolio and Portfolio Management tool. These new workflows have reduced the time for reviews by automating processes and providing traceability ensuring that the right parties have been engaged. OneIT is also working with HR and Financial Aid to digitize paper workflows	FY ‘26	In Progress
E3: Optimize mobile experience for systems ’23 Update: OneIT continues to optimize websites for mobile-first, responsive design. Employee Self Service Banner 9 was released this year providing a much improved interface and usability experience. ’24 Update: OneIT transitioned from Drupal to WordPress, opening the door for a modernized website design. We are now focusing on the initial phases of the University website transformation project, emphasizing enhanced design, streamlined navigation, and improved usability. ’25 Update: OneIT partnered with University Communications to deploy a new web theme that is mobile friendly and designed for student engagement. OneIT will continue to optimize interfaces for mobile experiences.	FY ‘25	Complete
E4: Mature IT governance decision-making, forecasting, and communication capabilities ’23 Update: The IT governance process was completely redesigned this year; roles and responsibilities were clarified and tools were implemented that provide clarity into workload, process and decision-making. ’24 Update: OneIT has continued to refine and enhance IT governance decision-making, forecasting, and communication capabilities. While this goal has been completed, these enhancements are part of our ongoing commitment to maturing our IT governance, ensuring it remains robust and responsive to the evolving needs of the University.	FY ’24	Complete

Alignment

This objective aligns with Transform Students’ Lives Through Educational Opportunity and Excellence, Power the Future Through Inquiry, Research and Creative Discovery, Drive Progress for North Carolina and Beyond

Strategic Partnerships

Divisional leads for Academic Affairs, Business Affairs, Student Affairs, Athletics, Research and Economic Development, Institutional Integrity, University Advancement, College Deans, Procurement Department, Human Resources

Accountable Leaders

AVC Enterprise Applications, AVC Client Engagement, AVC Planning and Projects, Executive Director Business Affairs Support, Executive Director College Support, Executive Director Academic Affairs Support, Executive Director Student Affairs Support

See Our Progress

Explore how we’re advancing toward our 2023–2027 Strategic Goals. Track key milestones, measure impact, and see how our initiatives are shaping the future.

View Overall Progress