Ongoing Issues and Challenges

The USER Project has been a catalyst for change on many levels. End-users are more responsible than ever before for the content and quality of their decisions. Systems developers and customers are working more collaboratively together. Departments are adjusting their business processes to take advantage of new technology. Central offices are no longer processors of paperwork but providers of customer support and training.

Given this dynamic environment, the USER Project faces the task of preparing the university community for the changes brought about by this new way of doing business. Some of the challenges that have emerged with this new “culture of change” include:

Sustaining the change after initial implementation of an application - Once an application is transitioned to its new business owners, continued involvement of end-users is vital during the maintenance and enhancement phases. Business owners, who are often central offices, are being challenged to learn and apply the principles of the USER Project as they work with users, which is often very different from how some central offices have historically operated.
Technical maintenance and enhancement of deliverables - As applications are implemented, there is ongoing pressure to ensure that sufficient technical resources are available to maintain and enhance them. No application is ever “finished” in light of the changing needs of users and the flexibility of Web technology. Identifying who is responsible budgetarily and administratively for providing these technical resources remains an ongoing issue.
Changes in roles and work - As central offices become “stewards” of new systems, different skill sets are needed. Instead of payroll staff doing data entry, for example, they now provide customer support and training, design and update web pages, and work with end-users to develop enhancements. Similar shifts in work roles have occurred for many department staff. It is an ongoing challenge for administrators and managers to navigate their offices through these role changes.
The ongoing need for end-user involvement - As end-user involvement gains in popularity as a proven method for system development, these valuable “volunteers” will continue to be tapped more and more to serve on teams and provide feedback. Additional resources are increasingly needed to recruit, train, and empower end-users to meet their goals.

These ongoing challenges are presented here to provide a full picture of what it means to develop and implement new systems utilizing “the USER way.” Organizations interested in this approach need to realize that it often requires more labor and time up front to involve end-users in system development, and that there will be ongoing challenges to manage. These costs must be considered in addition to the benefits that result from employing the USER Project approach.

Next: Conclusion