Meeting Schedule:
9:00 AM -11:00 AM every 4th Monday in November, February, April, & June

About SEC

The Service Experience Committee (SEC) evaluates and recommends improvement to people, process, technology, policies, and practices to improve the overall experience in the provisioning and use of Technology Services at Texas A&M University.

Committee Information

Standing Subcommittees

  • TechHub Advisory Group
  • TDX Operational Group
  • TDX Advisory Group


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Minutes *

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  • Annette Shenkir - Division of Finance Representative
  • Nicola Franklin - Division of Human Resources and Organizational Effectiveness Representative
  • Kirk Batterson - IT Enterprise Operations Representative
  • Michael Krenz - Division of Student Affairs Representative
  • Sarah Sweatt - Division of Marketing and Communications Representative
  • Kelly Angell - TAMU Galveston Representative
  • Bobby Richardson - University Police Representative
  • Madeline Dillard - Transportation Services Representative

Ex-Officio Members

  • Ed Evans - Associate Vice President for IT Enterprise Operations
  • Lacey Baze - Assistant Vice President for Product Management & Communication

Committee Scope

  • Gather input from employees and students to identify service gaps and facilitate the improvement of service delivery.
  • Collect innovative ideas to promote continual service improvement through transforming how Technology Services are delivered.
  • Validate the completeness of new or changed Technology Services to ensure the outcome of service meets the needs of employees and students through simplified, efficient, and well-design access to information resources.
  • Recommend and propose annual investments and project priorities to improve the overall technology experience by seeking input through focus groups, surveys, user-centered design events, and related methods of collecting data.
  • Identify opportunities for integration and collaboration to improve the technology experience with other IT Governance committees across specific domains such as research, teaching and learning, data governance, enterprise services, and health technology.
  • Collect information from employees and students for enterprise software needs to be made available University-wide. Utilize criteria for centralized funding, subsidized funding, and related funding model variations to ensure software needs are prioritized to improve the overall computing experience.
  • Incorporate input to improve the classroom, conference room, and learning space experience for the purpose of identifying improvements to these spaces for the assurance of optimized learning and collaboration environments to advance the University mission.
  • Serve as a sounding board for IT Governance committees on policy changes, process changes, and new or changed technology services to improve the likelihood of quality service delivery.
  • Continuously evaluate help desk support service quality to promote an optimal customer-service experience across employees and students when engaging with help desk(s).
  • Evaluate potential university-wide and institutional data systems projects using technology experience data in partnership with the Data Governance Committee.



  • 1 Faculty Senate Representative
  • 2 Faculty Members (Appointed by the Provost)
  • 1 Staff Council Representative
  • 1 Division of Marketing and Communications Representative (Appointed by Chief External Affairs Officer and Sr. VP for Academic and Strategic Collaborations)
  • 1 Division of Student Affairs Representative (Appointed by the Vice President for Student Affairs)
  • 1 University Advancement Representative (Appointed by the Vice President for University Advancement)
  • 2 Student Government Association Representatives
  • 1 Graduate and Professional Student Council Representative
  • 2 Technology Services Representatives (Appointed by the Vice President for IT and CIO)
  • Associate Vice President for IT Enterprise Operations
  • 1 Financial Management Operations Representative
  • 1 Human Resources and Organizational Effectiveness Representative
  • 1 University Police Department Representative
  • 1 Transportation Services Representative
  • 1 School of Law Representative
  • 1 Galveston Campus Representative
  • 1 McAllen Campus Representative
  • 1 Qatar Campus Representative

Ex-Officio Members

  • Associate Vice President for IT Enterprise Operations
  • Assistant Vice President for Product Management & Communication

Terms and Procedures

Chairperson. A chairperson shall be elected during the first meeting of each year, serving a one-year term that begins during the September SEC meeting. In the case of the initial implementation of the IT Governance framework, a chair shall be elected during the September meeting.

Chair Elect. A chair elect shall be elected during the July meeting of each year. The chair elect acts as the co-chair for the committee and serves a one-year term that begins during the September SEC meeting, followed by a one-year term as the chair.

Member Terms. Each member shall serve a term of one year (unless designated for a two-year term) beginning in the month of September and ending in the month of July, for a total attendance of five meetings in addition to related SEC events that occur during the term. The chair elect may request up to five members for a second term to ensure continuity of experience in the committee.

Ex-Officio Members: The Associate Vice President for IT Enterprise Operations shall serve as an ex-officio member.

Meeting Procedures

Meeting Frequency. The SEC meets on the fourth Monday of September, November, February, April, and June. The committee will determine modifications to the meeting schedule as needed based on current activities.

Time Commitment. In addition to the scheduled meetings, members can expect to spend 4-6 hours between the meetings via correspondence methods reviewing related material and handling more routine matters via electronic methods utilized for decision-making.

Meeting Structure. The Office of the CIO will collect and confirm agenda items with the co-chairs and circulate agendas in advance of each meeting to ensure informed discussion of scheduled topics. Staff will be available to aid in the facilitation and documentation of the meetings. Robert’s Rules of Order will be the parliamentary authority.

Reporting. The Office of the CIO will report on decisions and maintain electronic communication mediums for distributing university-wide information for the SEC.

Documentation of Proceedings. All meetings will have minutes of discussions, decisions, and action items that are published within two weeks of the proceeding.

Voting. Each member shall have one vote counting toward a decision/vote, where a quorum is half of the permanent attending members. The chairperson shall have authority in deciding tied or failed votes/decisions.

Research and Supplemental Input Mechanisms. The committee may establish, at its discretion, operational groups, task forces, ITCoPs, or ITSsGs, as needed.

Committee Support. The Office of the CIO will provide administrative support.

Questions about IT Governance can be submitted to: