+ Info
ormation Teechnollogy S
Servicces
Reeport to thee Board off Trustees
Decem
mber 16, 20009
In
nformation Technologyy Services
Decem
mber 16, 20009
(Prepared: November 166, 2009)
k into the activ
vities initiated
d or completeed in the Inforrmation Techhnology Serviices Division.
This uppdate providees a brief look
LEAD
DERSHIP •
IT Team o
of the Year Establish leadershipp in the areas in which w
we have chossen to excel. Informaation Technoology Servicees at The Un
niversity of A
Akron was named tthe IT Team of the Year for 2009 byy the Northeast Ohio Softwarre Associatioon (NEOSA). UA also won
n this honor in 2007. NEOSA ccited UA’s w
work in threee primary areeas: 1. The ongoing
T
g work suppo
orting the University’s m
mission as well as its st
w
tudents, facu
ulty and stafff. 2. Engagement
E
t outside of the Universiity in community initiatives lik
i
ke Akron’s W
Wi‐Fi. 3. UA’s leaders
U
ship in develloping shareed services. The awaard acknowl edges ITS’s ccommitmen
nt to studentt success along w
with a dedica tion to outreeach activities that enhaance the well being an
nd economicc developmeent of North
heast Ohio and the state. In selectting UA as thhe non‐profiit organization of the yeear, NEOSA recognizzed the ITS division’s strategic objectivves of engaged leadersh
hip, enablingg infrastru
ucture, and seamlesss and secur e access tthat empoweers the univversity community, createss a collaborrative environment, and engaged fosters e
outreach. The awaard was pressented to Jim
m Sage, VP In
nformation Technology & CIO, d
during NEOSSA’s Nov. 10,, 2009, CIO FForum. The NEO
OSA award w
was based on the divisio
on’s work thaat demonsstrated a com
mmitment to
o excellencee driven by in
nnovative thinkingg and a strat egic focus.
2|ITS UPDATE
•
State‐of‐Art Computer Center The University, CB Richard Ellis, the local hospitals and others continue to work collaboratively to encourage a firm that builds state‐of‐the‐art computer centers (www.involta.com) to build a computer center in Akron. When built, the center will be shared by a large manufacturing company, the three hospitals in Akron, the BioInnovation Institute, the University, the County, the City and possibly Kent State University. The public, private collaboration will lower the cost significantly for the University. Without these alternative funding sources, the University could not afford to build the computer center that’s being proposed. The state‐of‐the‐art computer center will provide the high‐level of availability and redundancy that will be required as shared services expands. We intend to file for federal stimulus money in February to offset the cost of building the very high speed network in the city that will be required to interconnect all the organizations involved to the new computer center. •
Akron Wireless Network Earlier this year several foundations, including the Knight Foundation, committed funding to begin building a wireless network that will eventually cover the entire City of Akron. The first phase of the wireless network, built downtown, went live early November. We connected the University’s network to the City’s network which enables our students to access university resources from several locations downtown. Early next year the network will be expanded to the University Park area to serve students living there as well as residents living in that area. 3|ITS UPDATE
•
Shared Service: PeopleSoft Implementation Project at LCCC Phase One of the shared service proof‐of‐concept with Lorain County Community College (LCCC) continues on schedule. Recent activities and accomplishments include: •
PeopleSoft human capital management (HCM) and financial applications are on schedule to go live Jan. 5. Much remains to be completed to make the “go live” date but all signs indicate there are no major impediments to meeting the date at this time. A weekly evaluation is made by the management team to monitor progress, problems, decisions, and communicate the results to both LCCC and UA. •
Payroll parallel testing is progressing. Two pays were selected from the legacy system and copied to PeopleSoft where they will be compared for accuracy. •
Testing of the conversion programs for HCM and financials is nearly complete. A “dress rehearsal” for the move to production was scheduled for Nov. 30. •
Good progress has been made on critical reports. These include regularly scheduled and requested reports that will be used by functional departments. They do NOT include special reports such as checks, transcripts, invoices, etc. •
UA continues to provide database, development, and infrastructure support to LCCC. Copies of the database and database migrations occur on a daily basis. Help setting up LCCC security structure, identification verification environment, application support desk, and network support are being provided regularly. Copies of programs used by UA that can be leveraged by LCCC have been given to LCCC. Many technical and functional questions are answered each day by UA staff. The progress we’re making with shared services at LCCC has been recognized by the Ohio Board of Regents (BOR). The BOR requested our assistance in writing a grant application to the Lumina Foundation. We expect to receive $300,000 a year for four years from the Foundation to help defray the costs of creating the shared services proof of concept with Lorain. 4|ITS UPDATE
ENGAGEMENT Design ITS services to function for the public good – for our students, the institution and the communities that we serve. •
There is a lot of activity related to the new web design. What follows is a high‐level recap of some of the activities. WWW: New Web Format •
•
•
•
A customized web site was created for the College of Education for their accreditation visit in October. The new tools available allowed us to produce a truly superior experience for the committee’s visit. The School of Law launched their site in the new system. Student Affairs will be launching their converted sites in stages by departments. Human Resources has developed and launched their new site. Our campaign in online advertising, Google Adwords is beginning to pay dividends in the form of quality admission leads for targeted programs. •
Criminal Justice •
Medina Nursing Program •
Medina Business Degree •
Military Services Currently, development continues, in various stages, for: •
Graduate School •
College of Nursing •
College of Engineering •
College of Education •
Honors College •
Wayne College •
VP for Finance •
VP for Information Technology 5|ITS UPDATE
INNO
OVATION Optimizze our studennts’ opportu
unities for su
uccess by pro
oviding innovative services and instructtional experiences. •
Work is underway tto simplify how studentss, faculty and
d staff log‐
Our goal is to make it po
ossible to loggon once, we onto our systems. O
call this single signoon, and havee the approp
priate accesss automatically grantted to the divverse system
ms across campus. ZiipLine We conttinue to connsolidate con
ntent on ourr various websites. When completted externall audiences ((i.e. prospecctive studentts/parents, prospecctive faculty and staff, do
onors, and o
other external friends off the Univversity) will use www.uaakron.edu. EEnrolled students and our emp
ployees will use our intranet called ZZipLine to acccess the informaation they neeed. This co
onsolidation will eliminatte the confusio
on caused w
when contentt resides in m
multiple websites acrosss campus. INCLU
USIVE EXCELLLENCE Value diifferences w
with the inten
ntion of promoting learn
ning, critical
thinkingg and personnal enrichmeent of students. • Grants and efffort reportin
ng The projject to impleement Peop
pleSoft Grantts Managem
ment Pre‐
award aand ecrt Effoort Reportingg Application
n continues. •
Deve
elopment effforts are in the final staages for convversions, interfaces and r eports for th
he ecrt and PeopleSoft P
Pre‐Award systems. •
Final infrastructture setup is being comp
pleted for the production enviironment for ecrt. •
Com
mmunicationns with the C
Council of Deeans and Pro
ovost’s Office has started regaarding the prroposed policy on Effortt Reporting.
•
Deans and depaartment heads are identtifying the deesignated adm
ministrators ffor the ecrt aand Grants ssystems. •
“Go live” was sccheduled forr the second half of Deceember with train
ning to follow
w in Januaryy for the adm
ministrators,, certifiers and those enterring effort. •
This project will provide thee automation
n required to
o support our planned groowth in spon
nsored reseaarch. 6|ITS UPDATE
•
Curriculum Approval Process Review IT continues to work closely with the Faculty Senate on the Curriculum Approval Process Improvement Project. We are on schedule to present the proposed university‐level Curriculum Approval Process to the Faculty Senate in November. If approved, we will be seeking funding approval from the Board to implement the new university‐level process and to begin defining the Curriculum Approval Processes that will be used within the colleges. It can take as long as 18 months to get new curriculum approved today, our goal is to reduce this to 3‐6 months. The will enable the University to be much more responsive to changing needs in the market. ASSESSMENT Metrics that measure ITS utilization and improvement against targets. • ITS Metrics The most current ITS metrics available at the time of this report are attached. If a line item does not have a target, the metric is intended to indicate the amount of work or activity being delivered. Lines with targets indicate levels of performance we strive to achieve. 7|ITS UPDATE
ITS DEPARTMENT SCORECARD – SEPTEMBER 2009
DAILY SERVICES PROVIDED
Support Center (Help Desk)
Number Support Center calls
Average Speed of Answer
1st Call Resolution Rate
Number of tickets opened by HD
Total tickets opened
Calls closed within four hours
Calls closed first day
Calls over one week old
Support Center abandoned calls
# of Users serviced at walk-in centers
# of Laptops checked out at walk-in centers
Central Servers (Data Center)
Data Center uptime percent (% of posted hours)
Mainframe uptime percent (% of posted hours)
Unix/Linux server uptime percent (% of posted hours)
Windows/Apple Server uptime percent (% of posted
hours)
Web Server www.uakron.edu uptime percent
Total number of virtual/physical servers on platform
Total number of data center outages
Messaging & Network
Total email accounts (UAnet IDs)
Total active email accounts (UAnet IDs)
Total forwarded email accounts (forwarded off campus)
Total emails processed (originates internally + originates
externally and accepted)
Total emails filtered (originates externally and either
tagged spam/virus or rejected)
Percent of emails filtered (percent of total mail originating
externally either tagged or rejected)
Email uptime percent (weighted by percent users affected)
Total active network nodes
Data network uptime
Wireless network uptime
Total number of reported network outages
Web
Total Web page views
Total unique Web visitors
Total ZipLine (portal) logins
Total ZipLine (portal) unique logins
Printing
Total print jobs processed
Training
Total attending and completing class
Contact hours for classes
One-on-one training sessions
Application support – one-to-one assistance (tickets)
Number of visits to online tutorials (NOTE: Office 2003
training and WebCT training suspended in July and
August in prep of Office 2007 and new LMS)
TARGET
*15
N/A
*16
>64.8%
N/A
N/A
N/A
N/A
N/A
<2%
N/A
N/A
*17
100%
99.9%
99.9%
99.9%
99.9%
N/A
0
N/A
N/A
N/A
SEPTEMBER
AUGUST
JULY
6519
35s
81%
3744
5527
4180
4551
56
13%(521)
1898
3895
12,042
32s
82%
9486
11,579
10,031
10,538
86
25%(3,053)
2268
1091
5,799
24s
88%
5105
6377
5317
5631
148
11%(623)
523
597
100%
100%
100%
100%
100%
100%
100%
331 / 216
100%
325 / 216
100%
320 / 215
163690
50563
46696
10814220
163401
50899
18334
9832575
162169
49076
9258
9557053
43945811
38635851
38324156
N/A
N/A
89.01%
87.52%
87.24%
N/A
99.50%
N/A
100%
100%
0
100%
7,263
100%
100%
0
100%
6,950
100%
100%
0
100%
6,256
100%
99.5%
1
N/A
N/A
N/A
N/A
2,851,322
298,924
434,786
33,077
2,841,882
257,821
741,661
36,339
2,439,831
216,464
460,069
32,034
1,381
206
100
45
N/A
N/A
125
64.5
0
44
208
101
0
12
183
74.75
0
25
1,000
2,487 tutorial
hits; 1,233
Atomic
Learning
tutorials
2,590 tutorial
hits; 941 Atomic
Learning
tutorials
1,962 tutorial
hits; 268 Atomic
Learning
tutorials
8|ITS UPDATE
ITS DEPARTMENT SCORECARD – SEPTEMBER 2009
SEPT.
TARGET
DAILY SERVICES PROVIDED
Critical Application Data
Administrative logins PeopleSoft
Administrative users PeopleSoft
Logins to PeopleSoft self-service via ZipLine (students,
faculty, staff)
Number of PeopleSoft users via ZipLine (students, faculty,
staff)
NT Process Scheduler statistics
App Engine
Crystal
COBOL
PSJob
RoboFTP Script
SQR
XML Publisher
Admissions applications: Grad
Admissions applications: Law
Admissions applications: Undergrad
Self-service enrollment requests (by students)
Self-service enrollment requests unique users (students)
Administrative enrollment/maintenance requests (by staff)
Administrative enrollment/maintenance requests unique
students
Transcripts produced
Enrollment verifications produced
Grades posted
Student financials transactions, unique students
Student financials transactions
Charge
(6,716 students)
Financial Aid
(3,764 students)
Payment
(8,438 students)
Refund
(5,551 students)
Waiver
(840 students)
Financial aid ISIRs loaded
Financial aid ISIRs loaded, unique students
Financial aid award transactions
Financial aid award transactions unique students
Financial aid disbursements
Financial aid disbursements unique students
University-Enterprise Manager Computers
Total Windows desktops clients
Total Windows laptops clients
Total Apple clients
Total Managed Clients
Lab Computers (count & utilization)
Windows Laptops (ITS managed)
Students Checkout
Mobile Teaching
Special Use
Total Logins
Total Unique Users
*10
*12
*11
SEPTEMBER
AUGUST
JULY
N/A
N/A
86,071
910
203,294
908
119,131
832
N/A
162,813
399,445
204,329
N/A
N/A
26,249
32,670
27,807
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1,308
5,026
2,082
2,820
134
7,746
24
249
1
1,432
3,520
1,477
17,065
1,044
5,620
2,209
2,780
138
10,560
28
324
20
1,070
51,284
8,880
28,319
1,057
6,199
1,819
2,911
115
9,343
28
429
41
1,192
45,602
6,371
17,121
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
3,352
9,002
3,918
564
14,457
95,896
49,609
10,691
27,641
7,003
952
2,883
2,021
11,982
4,131
5,896
3,477
9,255
13,538
3,571
7,293
29,137
414,656
230,328
64,492
105,650
12,360
1,826
4,902
3,887
24,299
8,522
48,485
17,449
N/A
N/A
N/A
N/A
3,626
1,834
430
5,890
3,602
1,760
427
5,789
N/A
N/A
N/A
N/A
N/A
N/A
592
375
177
40
18,342
4,086
592
375
177
40
6,172
2,003
5,551
10,834
2,193
9,623
16,501
126,716
95,220
3,228
25,815
1,702
751
5,755
4,580
23,863
8,218
2,109
1,720
885
3,517
1,597
422
5,536
1,904
592
375
177
40
3,478
725
*1
9|ITS UPDATE
ITS DEPARTMENT SCORECARD – SEPTEMBER 2009
SEPT.
TARGET
DAILY SERVICES PROVIDED
Windows Desktops (ITS managed)
ITS General Purpose
Departmental
Total Logins
Total Unique Users
Kiosk Stations
Main Campus
MCUC
Total Kiosk Logins
Total Kiosk Unique Users
Apple Labs
Departmental Laptops
Departmental Desktops
Total Logins
Total Unique Users
Distance Learning/Audio Visual/Academic Technology
Number of DL class sessions
Number of Springboard active course sections
Number of Springboard unique active users
Number of unique instructors using clickers
Number of course sections using clickers
Number of students (all sections) using clickers
Number of Audio Visual equipment deliveries
Department & Administration
Total ITS headcount at end of month
Full-time
Part-time
Consultant
Approved openings
On leave
Student
Total "Ask the VP" questions
Total department hours accrued for vacation
Total department reported vacation
Total department reported sick time
*13
SEPTEMBER
AUGUST
JULY
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
695
125
570
37,694
7,082
124
116
8
46,615
11,185
181
27
154
10,613
1,830
677
125
552
15,867
5,274
124
116
8
29,090
10,268
181
27
154
3,190
1,163
665
125
554
11,520
2,217
124
118
8
12,268
3,429
181
27
154
1,581
344
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1938
2,518
9,748
14
19
501
2429
582
646
9,748
14
19
501
688
234
614
9,395
14
19
501
782
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
133
125
7
1
7
0
131
N/A
24,663
36,266
19,834
133
125
7
1
7
0
131
N/A
23,972
35,508
19,284
133
125
7
2
7
0
97
N/A
24,044
34,161
18,859
Footnotes *1. ITS managed clients logged in to the University network in the last 30 days. *10. Process Scheduler Stats are cleared weekly. *11. FAFSA applications for financial aid. *12. Total is higher than unique users because individual students may have had more than one transaction. *13. Includes UA on‐campus rooms and Medina County classrooms. This includes both distance and local use. *14. Only semester totals are available for Computer Based Assessment & Evaluation. *15. There are 10 days with no phone reports. *16. Industry standard for the first call resolution rate is 65.8%, for Higher Education 58.8%, industry target is 70.9%. Cost savings to the institution for first call resolution is about $150. per call. Outsourced Support Desks FCR is 66.3%. ** HDI best practices survey 2007. *17. Laptop Check‐out centers included in report Student Union 10 | I T S U P D A T E