Featured Expert Spotlight: Thomas Goff on Improving Campus Processes

This semester, we're highlighting Thomas Goff as our featured subject matter expert. He recently shared his thoughts on the question, “How does the Business Analysis & Process Improvement service help campus departments and areas?”

Check out his response to learn more about our new service, how he helps make campus operations more efficient and to get to know him a little better.

How does the Business Analysis & Process Improvement service help campus departments and areas?

Ever feel like a process “just grew that way” over time? Many of our everyday workflows, like forms, spreadsheets, approvals, emails and handoffs, began as quick fixes for immediate needs. Over time, these workarounds become harder to manage, more difficult to teach and riskier to scale when responsibilities or requirements change.

Business analysis and process improvement help departments step back and review how work gets done. By engaging the right stakeholders and understanding what’s needed, the service helps identify ways to simplify and improve efficiency before adding new tools or technology. This results in workflows that are clearer, more sustainable and easier to support.

Understanding Your Current Processes

We start by building a clear understanding of the business environment and desired outcomes. This means learning how work is done, the limitations and how the process supports academic or administrative goals.

This work includes:

• Identifying key stakeholders
• Gathering input through conversations and documentation review
• Analyzing requirements to find gaps, inefficiencies and areas for improvement

This structured approach helps departments shift from informal or manual practices to clear, well-defined workflows. It also helps reduce misunderstandings, extra work and misaligned expectations between teams.

Developing Lasting Solutions

After we understand your current processes, we explore and develop practical solutions. This could mean:

• Refining an existing process
• Leveraging current tools better
• Or, defining needs before selecting a new system

By working with IT and other partners, we make sure the chosen solution is easy to support and sustainable. After implementing the changes, we continue to check in to encourage ongoing improvement.

Where this Service Makes a Difference

The Business Analysis & Process Improvement service is especially well-suited for:

• Redesigning workflows
• Supporting compliance and onboarding documentation
• Clarifying requirements before technology decisions
• Addressing inefficiencies that span multiple roles or teams

If your team is looking to address any of these areas, consider exploring additional details in our knowledge base article, "What Do I Need to Know Prior to Submitting a Business Analysis & Process Improvement Request?".

Meet Thomas

Our featured expert this semester is Thomas Goff (TG) an IT Business Systems Analyst who specializes in business analysis and process improvement. We asked him several questions to get to know him better:  

Q: What interests you in business analysis?

TG: I’m most interested in business analysis because it sits at the intersection of people, process, and technology. I enjoy helping UNCW faculty and staff navigate complex work that makes everyday tasks easier and more effective. Knowing that this work ultimately supports our students makes it especially rewarding.

Q: What are three websites, magazines or organizations you would like to share with our readers?

TG: 

• EDUCAUSE: A go-to resource for higher education technology trends, research and best practices in colleges and universities.
• International Institute of Business Analysis (IIBA®): Offers practical guidance and globally recognized standards to help organizations define needs and deliver value.
• ITIL® (Information Technology Infrastructure Library): A widely adopted framework for IT service management that focuses on delivering value through well-designed, well-managed services and continual improvement.

Q: What is your favorite place on campus?

TG: Trask Coliseum is my favorite place on campus. I’m a huge basketball fan, so cheering on our studentathletes and being part of the gameday energy is one of my favorite pastimes. Go Seahawks!! 

Q: Do you have any hobbies?

TG: Scuba diving is my primary hobby. I’ve been fortunate to travel to many beautiful locations over the years, and I enjoy the sense of exploration and calm that comes with being underwater.

Q: Are you more of a beach person or a downtown person?

TG: Definitely a beach person, 100%. As a three-year transplant from Louisville, KY, I’ve fully embraced coastal life. If there’s water involved, beach, inlet, sound or marina, I’m there. Sorry, downtown.