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Frontline Support-for-hire Pilot Project

Information Systems and Computing Distributed Staffing program

In ISC's distributed staffing program, developed gradually in response to client requests, local units contract with ISC to place computing support staff on-site. The staff take direction from and are funded by the local unit, but are managed by ISC. At the heart of the approach is the establishment of an effective working partnership between ISC and the participating department, with the latter in the role of a valued client or customer. Some key elements of this partnership formula are:
  • ISC and the client unit jointly develop the computing support job descriptions and select candidates.
  • The client department provides funding for the distributed staff.
  • Distributed staff reside in the client department, with office space, facilities and personal computing equipment provided by the department.
  • The client department sets overall service priorities, while the distributed staff manage day-to-day allocation of effort and resources under the general direction and technical oversight of an ISC supervisor.
  • Distributed staff attend regularly scheduled ISC meetings, which serve essential management and coordination functions and facilitate sharing of information and solutions.
  • When appropriate, distributed staff act as the client's advocate in ISC matters, with the goal of effective integration of services for the client
  • The client and ISC establish site-specific procedures for ongoing communication on progress, problems and prioritization.

Information Systems and Computing
University of Pennsylvania
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