ECMS - Enterprise Content Management Service Customer Advisory Group (ICAG) Charter

This document Enterprise Content Management Service Customer Advisory Group (ICAG) Charter.


Enterprise Content Management Service Team

Enterprise Content Management Service Customer Advisory Group (ICAG) Charter

Purpose

The Imaging Customer Advisory Group (ICAG) is the primary means by which the operational needs, work, and planning of the Enterprise Content Management Service Team are vetted with customer representatives. ICAG allows the Enterprise Content Management Service Team to take into consideration the various community goals, issues, environmental factors and concerns, and find the appropriate balance among competing interests, for its work.

Advisory Group Goals

Advise Enterprise Content Management Service Team about key aspects of the Enterprise Content Management Service Team, provide a community perspective on key considerations, and be a sounding board for Enterprise Content Management Service Team deliverables.

Work towards consensus among Imaging Customer Advisory Group (ICAG) members on the desired Enterprise Content Management Service Team goals, alternatives, and security needs.

Enterprise Content Management Service Team Outcome

The Imaging Customer Advisory Group will be considered a success if:

  • ICAG establishes clear, consensus-based recommendations on best alternatives.
  • ICAG is engaged in a meaningful way in evaluating proposed Enterprise Content Management Service Team alternatives and in reviewing and commenting on the Enterprise Content Management Service;
  • Enterprise Content Management Service Team decisions fit into the context of University constituencies and recognize and respect the unique needs of Enterprise Content Management Service customers;
  • The Enterprise Content Management Service Team schedule takes the least amount of time and makes the most effective use of ICAG input.
  • Appropriate regulatory and government agency security recommendations are vetted in Service decisions.

Terms of membership

A member’s position on the ICAG may be declared vacant if the member:

  • Resigns from the ICAG (this should be in writing and forwarded to the Enterprise Content Management Service Team Lead)
  • Fails to attend more than two meetings without prior notice

In a case where a member’s position is declared vacant, the Enterprise Content Management Service Team Lead will request an alternative representative from the same interest group to fill the position.

Advisory Group Operating Guidelines

Convening of Meetings

  • Meetings will be held at the time and place chosen by the ICAG in the course of their meetings, approximately quarterly throughout the year.
  • ICAG members will be informed of meetings through email or direct mail, depending on his/her preference, at least two weeks prior to the meeting.

Communication

  • Enterprise Content Management Service Team documents and notices will be posted on the Enterprise Content Management Service Team website.
  • Email: the Enterprise Content Management Service Team should be copied on all correspondence, and if the Enterprise Content Management Service Team chooses to open a dialogue via email, all ICAG members will be copied.

Conduct of meetings

  • Meetings will be facilitated.
  • Informed alternates are acceptable and encouraged if the ICAG member cannot attend.
  • Meetings will end with a clear understanding of expectations and assignments for next steps.
  • Meetings are expected to be one hour and not exceed two hours. Extension of time, in 15 minute increments, will require the consent of the majority of members attending that meeting. Consensus will be indicated with a show of hands.
  • The Service Team Lead will keep a record of meeting attendees, key issues raised, and actions required. Comments from individual members will generally not be attributed and a verbatim record of the meeting will not be prepared.
  • The previous meeting record and a meeting agenda will be forwarded to members of the Imaging Customer Advisory Group (ICAG) at least one week before the next meeting. Any changes to the record of the past meetings shall be in writing and forwarded to the Enterprise Content Management Service Team prior to the next meeting.

Meeting Ground Rules

  • Speak one at a time – refrain from interrupting others.
  • Wait to be recognized by facilitator before speaking.
  • Facilitator will call on people who have not yet spoken before calling on someone a second time for a given subject.
  • Share the oxygen – ensure that all members who wish to have an opportunity to speak are afforded a chance to do so.
  • Maintain a respectful stance toward towards all participants.
  • Listen to other points of view and try to understand other interests.
  • Share information openly, promptly, and respectfully.
  • If requested to do so, hold questions to the end of each presentation.
  • Make sure notes taken are accurate.
  • Remain flexible and open-minded, and actively participate in meetings.

Roles and Responsibilities

The Imaging Customer Advisory Group (ICAG) is an advisory group to Enterprise Content Management Service Team.

Imaging Customer Advisory Group (ICAG) members agree to:

  • Provide specific local expertise, including identifying emerging local issues and perspectives;
  • Review Enterprise Content Management Service Team reports and comment promptly;
  • Attend all meetings possible and prepare appropriately if necessary;
  • Relay information to their constituents after each meeting and gather information/feedback from their constituents as practicable before each meeting;
  • Articulate and reflect the interests that ICAG members bring to the table;
  • Maintain a focus on solutions that benefit the entire Service area.

Enterprise Content Management Service Team Lead agrees to:

  • Provide ICAG members the opportunity to collaborate with other departments and groups on making recommendations for the Enterprise Content Management Service Team;
  • Keep ICAG constituencies informed of progress;
  • Provide documentation to support concerns and/or recommendations;
  • Provide technical expertise;
  • Brief local decision makers and produce briefing materials and reports;
  • Provide early notification of ICAG meetings and provide ten working days to review and comment on technical reports and other documents;
  • Conduct public meetings necessary to inform and engage the community.
  • Manage logistics for meetings; and
  • Explain the reasons when deviations are taken from ICAG recommendations.

Communication

Imaging Customer Advisory Group (ICAG) members will be informed of meetings through email or direct mail, depending on his/her preference, at least two weeks prior to the meeting.

  • Enterprise Content Management Service Team documents and notices will be posted on the Enterprise Content Management Service Team website/wiki.
  • Email: Enterprise Content Management Service Team should be copied on all correspondence, and if Enterprise Content Management Service Team chooses to open a dialogue via email, all ICAG members will be copied via the ICAG email list to which ICaG members are subscribed.

Decision Making

The Imaging Customer Advisory Group (ICAG) is primarily advisory. In those areas where it has some decision-making authority with respect to represented groups, members will strive to reach agreement by consensus at a level that indicates that all partners are willing to “live with” the proposed action. Members will strive to work expeditiously and try to avoid revisiting decisions once made. The Enterprise Content Management Service Team Sponsor retains final decision-making authority.

Conflict Resolution

When an issue arises that cannot be easily resolved, ICAG members agree to:

  • Determine if the issue should be resolved within or outside of the ICAG and participate however is appropriate.
  • Ensure the appropriate decision makers are at the table to resolve any issue.



Keywords:Imaging Imaging System WebNow ImageNow perceptive content terms of service use ecm ecms enterprise content management imaging imagenow perceptive   Doc ID:30137
Owner:Guy S.Group:ECMS
Created:2013-05-13 12:42 CDTUpdated:2015-05-27 16:38 CDT
Sites:DoIT Help Desk, ECMS
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