Customer Centered Resources:

1
The e is for Everything e-Commerce, e-Business
and e-Learning in Higher Education
EDUCAUSE in Australasia May 23, 2001
Richard N. Katz EDUCAUSE
2
A View from the States

• Y2K and ERP moving behind us
• So now what?
• Dot.Com fascination and letdown
• But e-everything is here to stay
• Technology is moving quickly into the classroom
• Growing focus on integration and collaboration

3
What Comes Next?

• New Ways of
• Attracting Stakeholders?
• Building Relationships?
• Unlocking Information?
• Organizing Services and Processes?
• Making Money?
• Promoting the Institutional Image?
• Facilitating Commerce?
• Enhancing Security?
• All of the Above???

4
It Was More Clear Before
5
But is the Past, Prologue?
Then Now

• Technology was scarce, mysterious and a mans
  business!
• The path could be charted
• ICT suppliers (and the ICT Dept) drove projects
  and set expectations
• By and large, academic faculty didnt care
• Nor did the students
• Nor did the vice-chancellor!

• Technology is ubiquitous and is everyones
  concern
• Unclear and risky path
• Expectations of services are conditioned by
  external realities
• Not only does everyone care, but technology has
  become mission critical
• IT is a clear competitive differentiator

6
In Fact, Its Downright Weird

• Empowerment really happened
• There is no center anymore
• The rest of the world discovered the internet,
  and
• The locus of innovation shifted
• The promise of any time ... any where, any way
  at any pace services became an expectation

7
The Challenge Ahead

• The Infrastructure
• Anytime, anywhere, anyhow, fast, reliable,
  recoverable, secure networking and computer
  services
• On-demand video servers
• 10/100 Mbit switched service to desktop
• Lots of wireless experimentation/trials

8
The Challenge Ahead

• Organizing bricks and clicks around (changing)
  stakeholders
• Students, Parents, Patients, Alumni, Donors,
  Faculty, Employees, ...
• Through a compelling (and sticky) web

9
The Challenge Ahead

• Secure Services
• Standards and conventions for directories
• Identified, and institutionalized roles and
  authorizations
• Single sign-on with Net ID for all services

10
The Challenge Ahead

• Information and services tailored to Your
  interests and tastes
• Cradle to endowment?

11
The Challenge Ahead

• A rich tapestry of tools, Information and
  services
• Efficient self service model, yet
• robust enough to reinforce loyalty

12
The Challenge Ahead

• A New Business Architecture

Source University of Washington, Ed Lightfoot
13
Changing Economics, Processes, Roles and
Structures

• An auction economy
• Shopping bots?
• Reverse auctions?
• Seamless, provider-independent, and self-serve
  processes
• The death of distance rise in competition
• U21, Phoenix, Cardean, ZDNet, Open U.,
  e-University, Harcourt U., e-Army

14
Differing (and somewhat confused) Visions?

• Promote regular use of our web
• encourage return to the same point of entry?
• Get people to stay awhile
• Evolve into a community (with buying power?)
• Integrated resources and services
• A massive fund of information

15
Questions of the Day

• Revolution, Quagmire (or both)?
• If this is indeed the Second Wave
• Common vision(s) of our future?
• Key business issues?
• Evolving IT architecture(s)?
• Promising institutional strategies?
• Key policy impacts?
• Barriers and enablers?

16
Lots of Issues Stand in the Way

• Business Issues
• New security risks
• Institutional brand identity
• untested business models
• new political jurisdictions
• for-profit competition
• A New Business Architecture

17
Technology Issues

• Security and Middleware
• (PKI, certificate authorities and bridges,
  single sign on, inter-realm authentication,
  directories, smart cards, etc.)
• Service oriented component architectures (XML,
  RSS Channel Standards )
• Wireless and pervasive computing environments

18
Technology Issues Whats Important?

Directory Standards
80.00 Single Log In
74.29 Distributed Learning
62.86 Workflow/Imaging

60.00 Consistent User Interface
57.15 E-Business

57.15 Personalized Portal Page
48.57 Online Collaboration Tools
48.57 Online Profiles (e.g.
CRM) 34.29
19
Organizational Issues

• Nimble services
• Web integration in devolved management
  environments
• turf battles, alignment, resource sharing
• 24x7x365 expectations
• Effective collaboration strategies and techniques
• Including the governance of B2B relationships

20
Organizational Issues The Barriers
(exampleportal)

Insufficient Financial Resources
40.00 Fragmented Authority Structures
34.29 Need for
Consensus
31.43 Lack of Engaged Leadership
28.57 Lack of Vision

22.86
Big Emerging Issue Incrementalism vs.
Revolutionary Action
21
Policy Issues

• Advertising policy
• Information access and privacy
• Intellectual property
• Commercialization of the academy
• Brand management
• Lots of Progress Occurring Here

22
Policy Issues
Single Campus Policy Authority (n30)?

• 2000
  2001

Advertising 40.74
60.00 Ownership of 25.93
40.00 Course
Mtls. Dist. Learning 33.33
45.71 E-Business 22.22
42.86 EIP
25.93
54.29
23
Summing Up The IT Vision 2001
As I understand it, my colleagues are working to
create the capabilities of (1) aggregating
content from multiple sources, (2) integrating
ERP backbone systems into role-based self-service
transactions (3) accessing role-based
analytical information and (4) facilitating
commercial transactions. All this, in secure,
seamless and intuitively useable fashions.
24
And Why is e-Everything Critical to Higher
Education?
The debate is not about portals or e-business.
Its about modernizing education, leveraging
possibilities, and securing a future for your
university in a radically different
environment.