Almost 70% of UC Tech News survey respondents said that learning more about tech projects being implemented across UC is important to them. In response, we’ve launched the UC Tech Project Series. This story is part of that series.
When someone starts a new role, one of the first signs that an organization is ready for them is simple: their technology works. They can sign in, access email, acquire the resources they need, and begin contributing without unnecessary delays. Behind that first-day experience, however, is often a long list of technological setup tasks that can become slow, repetitive, and inconsistent when they rely on manual work.
Before this automation effort, new-hire technology provisioning at UC Office of the President (UCOP) required IT Client Support Services team to work manually through several separate systems. A single request could involve creating an account, preparing email access, assigning permissions, and making sure security steps were completed. The process worked, but it took time and careful coordination. For a team managing a steady volume of requests, that meant a significant share of staff time was going toward repeatable administrative work.
Redesigning a Manual Process Without Adding Complexity
Seeing that challenge firsthand, we designed and implemented an automation-driven workflow to improve the process without introducing a new platform or unnecessary complexity. A key improvement was removing the need for the New Hire Account provisioning operator to switch back and forth between multiple portals and services to complete a single request. Instead, the operator now enters the information provided on the New Hire Account setup request ticket into a Unified Provisioning Portal, and automated processes take over from there, passing the data to the appropriate systems and completing the required provisioning tasks.
The project also improved the experience for staff submitting New Hire onboarding IT provisioning requests. Previously, login credentials information was relayed through a GoAnyWhere Secure Email Portal that, due to prolonged inactivity, could become difficult to access without coordinating with the technical support team. To simplify delivery, the process now uses Box file sharing. Because Box is already familiar and widely used across UCOP, requesters have a consistent way to receive what they need. Box also automatically alerts the staff who manage New Hire Onboarding IT provisioning when a secure file containing login credentials is ready, reducing follow-up and making communications more uniform.
Measurable Gains in Speed, Consistency, and Oversight
These practical changes made a measurable difference. By reducing manual navigation across systems and turning a fragmented process into a single guided workflow, the work became faster, more consistent, and easier to manage. Because the solution was built on existing systems and familiar tools already available at UCOP, it fit naturally into day-to-day operations and could be adopted in a sustainable way. It also showed that meaningful improvement does not always require a major new investment; it can come from examining an essential process closely, identifying where time is being lost, and redesigning the path so the right work happens by default.
The results have been significant. Work that once took roughly an hour from request to completion can now be completed in about five minutes. Over the past year, UCOP processed 532 new-hire technology provisioning requests through this workflow, saving nearly 90 hours of administrative effort annually. Just as important, the updated process has improved consistency. Requests are handled the same way each time, reducing the likelihood of missed steps, cutting down on rework, and helping new employees get connected faster.
The project also strengthened governance. Standardizing how information is captured, how access is prepared, and how tasks are sequenced made the workflow easier to oversee and audit over time. This added structure supports efficiency, but it also supports trust: new employees, managers, and support teams benefit when access is delivered in a predictable, well-controlled way that reinforces security expectations.
Automation in Service of People, Not Just Systems
Although the work behind this project involves technical systems, the story is really about service: removing friction from a process that affects people at an important moment—the start of their work. Faster setup means less waiting, fewer handoffs, and a better first impression. For UCOP Digital Innovation and Technology (DigIT), it also means operators can focus attention on exceptions, customer questions, and higher-value support instead of repeating the same administrative steps across multiple systems. UCOP gains a more reliable onboarding process that enables new employees to be productive faster.
This is also the kind of improvement that can resonate across UC. Every location has responsibilities for technology provisioning, and many are balancing the same constraints: meeting security requirements, delivering timely access, and doing so with limited staff time. This project offers a practical example of how a familiar workflow can be simplified without disrupting core systems. The lesson is not only about automation itself; it is about choosing the right operational problem, keeping the design grounded in everyday needs, and building a solution that others can adapt and scale.
What makes the project especially notable is that it was designed and implemented by a single contributor using existing tools and infrastructure already available at UCOP.
By turning a manual, multi-step technology provisioning process into a faster and more dependable workflow, this effort improved both staff operations and the experience of receiving technology access at UCOP. It is a reminder that some of the most meaningful technology projects are the ones that make essential work easier, more consistent, and more human.
Author & Contact
Samson Bali
UCOP IT Client Services Support Team
“Architecting and Improving IT Client Support workflows to better serve the UC Community.”
UC Tech Project Series
Almost 70% of UC Tech News survey respondents said that learning more about tech projects being implemented across UC is important to them. In response, we’ve launched the UC Tech Project Series. We’d like to invite you to submit a written piece about a project your team has completed, is working on, or is preparing to work on. Your story, if accepted for publication, will be shared out on the UC Tech News site, in the UC Tech News newsletter (room/timing permitting), and on the UC Tech News LinkedIn page.
Please use the UC Tech News blog intake form to submit your UC Tech Project story: https://app.smartsheet.com/b/form/be650a2cf625471684bd94d18122d17b
Questions? Email us at UCTechNews@ucop.edu.
