Info
ormatiion Teechnology SServicees Re
eport to the
e Board off Trustees
Octo
ober 6, 20110 In
nformation Technologyy Services Octo
ober 6, 2010
(Prepared: September 15,, 2010) STUD
DENT SUCCEESS Commiitment to Exxcellence •
In a mo
ove to ensurre the reliabiility and perfformance off the Universsity’s academ
mic networkk, Informatio
on Technologgy Services (ITS) created UARH
H, a separatee residence h
hall networkk to provide
ooms. students with interrnet access ffrom their ro
R
Residence Haall Network (UARH) B
Bandwidth Even w
with the sepaarate networrk and increaased capacitty, it was importaant that studdents in the Residence H
Halls be awaare that onlin
ne moviess, gaming, st reaming, an
nd other high
h‐bandwidth
h‐consumption activitie
es slow dow
wn the netwo
ork. In addittion, ITS rem
minded the students not to dow
wnload and share copyrrighted mateerial. To also
o improve peerformance o
of the new n
network, thee University now requires autheentication to
o access UAR
RH. Studentss log into the
e networrk with theirr UAnet ID an
nd password
d. This preveents non‐
Universsity people ffrom accessiing the netw
work and con
nsuming bandwidth. •
D
Digital Mediaa Project Design & Developm
ment Servicees has completed the deevelopment phase o
of a collaborrative projecct with librarry personnell to support faculty who would like to use ccopyright‐prrotected digiital media. The implementatioon enables library personnel to make digital media availab
ble to studennts via our on
nline learnin
ng system (Springboard) using Springboard’ s integrated
d Learning Object Repository (LOR). The LOR serves as tthe gatekeeper therebyy assuring thaat students and dia only for llearning and
d that the faculty are able to use the med
de the datess during which media ccannot be coopied or acccessed outsid
the cou
urse is offereed. This approach is beeing piloted in Fall 2010 and is on traack to be fullly implem
mented in Sppring 2011. •
B
Boopsie: mobile applicattions ITS devveloping an i mplementattion and dep
ployment plaan for Boopssie. As prevviously reporrted, Boopsiie will allow the University to have a
a fully functional appplication that will provid
de access to: •
•
•
•
•
Campus maapping and p
people directory Full library aaccess and ccourse inform
mation and reading listss Athletics, caalendar/eveents and shutttle schedule Emergency information
n Blogs and TTwitter as weell as third‐p
party content 2|ITS UPDATE
GLOB
BAL RELEVANCE Develop Dynamic aand Globallyy Relevant Prrograms •
Design & Developm
ment Servicees has develo
oped an onliine worksho
op for facu
ulty who wissh to learn h
how to design online cou
urses. Q
Quality Mattters Cohorts (small grouups) are enrolled in an o
online coursee in board facilitaated by an eexperienced online instru
uctor. Facultty Springb
particip
pants review
w content in Springboard
d and complete a series of activitie
es that help to explain h
how to desiggn an online course that meets sspecific Quaality Matterss standards. Sponso
ored by MaryylandOnline, Inc., Qualitty Matters has received nationaal recognitioon for its peeer‐based app
proach to qu
uality assurance and con
ntinuous im provement in online education. The third faculty coohort completed this traaining in Auggust. The Qu
uality Matterrs Research A
Advisory Committee sellected UA’s implem
mentation for a small graant. This extternal recoggnition of ou
ur faculty training approaach will refle
ect positive
ely in any fu ture request to the High
her Learningg Commission to subsstantively chhange our sco
ope or level of distance education activityy. The Un
niversity of A
Akron joined the Quality Matters (QM
M) Ohio consorttium in earlyy 2009. QM is a faculty‐ccentered, peeer review processs that awardds recognitio
on to well‐deesigned onlin
ne courses. •
C
Campus‐wide
e Innovation
n Informaation Technoology Servicces (ITS) is in the processs of negotiatting a pilot of the Spigitt software fo
or The Univeersity of Akro
on. Once w
we reach agr eement with
h Spigit, ITS plans to run
n the pilot fo
or a semestter to evaluaate user inteerest, the pro
ogram’s effeectiveness, and its value to the Uniiversity. Informaation Technoology (IT) haas identified Spigit as thee technologyy tool it ffeels will enaable us to taap into the “collective geenius” at the
e Universsity. Next stteps: •
•
•
•
•
o the Steering Committee Present an overview to
Identify reppresentatives from each Division to serve on an Idea Managgement com
mmittee Finalize conntract with the vendor Design and brand the SSpigit tool for UA Develop a m
marketing pllan 3|ITS UPDATE
•
C
Curriculum A
Approval Pro
ocess Review
w: TTimeline reviised The Facculty Senatee’s Curriculum
m Proposal Process Imp
provement Projectt is still on taarget for a Sp
pring rolloutt. In the meaantime, the o
old curriculum proposaal system is being used tto support p
program and
d course changes du ring the Fall semester. maining timeeline is as fo
ollows: As prevviously reporrted, the rem
Novem
mber: Compleete system iinstallation aand testing b
by the first week o
of Novemberr. A pilot rolllout will occur during wh
hich selected
d users w
will process l ive proposals. Training for faculty m
members will be avaiilable by midd‐Novemberr while the p
pilot test is underway. December: A gene ral rollout of the new cu
urriculum prroposal process mber 7 and be completeed by Decem
mber 15, prio
or will beggin on Decem
to the sstart of wintter break. Januaryy: Effective JJanuary 20111, the new ssystem will b
be operation
nal and willl serve as thhe only curriculum propo
osal entry syystem for the Universsity. At that point the old system will be closed permanently and enttry of all new
w curriculum
m proposals will use the new system
m. Closingg of the old ssystem does not mean that all review
ws must be comple
eted at that ttime. All pro
oposals that are entered
d into the old
d curriculum databasse will movee through thaat system un
ntil final approvval is grantedd. •
TThe Universiity’s New W
Web Pages The we
eb team conttinues conveerting Univeersity departments and college
es to the new
w web design
n. Web Sites Nearing completion • Education
• ITS • Engineeringg • Arts and Sciiences College • University C
• Office of Geeneral Counssel h sites as theey are ready
• Student affaairs continues to launch
4|ITS UPDATE
DISTTINCTION Facilitate Faculty D
Developmentt and Successs by Expand
ding Clusterss of Interdissciplinary Teeaching and Research •
Instructional Servicces completeed the upgraade of our online learnin
ng system (Springboarrd) to versio
on 9 at the beginning of Fall 2010. SSpringboard (Desire2Leaarn) As a ne
ext step to thhe upgrade, Instructionaal Services iss collaboratin
ng with Th
he Universityy of Wisconssin and the M
Minnesota SState College
es and Un
niversities (M
MnSCU) systeem to develo
op a compreehensive trainingg program foor faculty. A comp
plete set of ttraining matterials is bein
ng developed including step‐byy‐step guide s, quick refeerence guidees, overview videos, and critical task videos.. materials wi ll also be packaged into correspond
ding online These m
trainingg courses to expand thee self‐servicee training opttions for faculty. This collabooration acro
oss three Desire2Learn ssites enabless us to greatly increase the trainingg service offeerings for ou
ur faculty on a much tighter timel ine using few
wer UA reso
ources. Springb
board's new and improvved features include: •
Navigation Baar, the Classslist, the Improvemeents to the N
Manage Filees tool, and Rubrics. •
A new Courrse Builder that will simp
plify course developmen
nt tasks. •
A new Mannage Dates to
ool that will simplify thee maintenance of start andd end dates iin the coursee from term‐to‐term. ENGAGEMENT Build and Sustain V
Vital Relation
nships and P
Partnerships
•
ITS has establishedd a framework and proceess for selecting and with our Peo
opleSoft modules. managing projects associated w
G
Governance & Project management An initiative was coompleted in September that reviewed the proce
ess and the
e frameworkk needed to manage all IT projects including tho
ose for the Computer O
Operations, Learning Tecchnologies, and Web Development grou ps. This reviiew focused on improveements and change
es to the fram
mework and
d process as well as the implem
mentation of f tools to hellp automatee and stream
mline them.
These rrecommend ed changes and improveements will be implem
mented throuugh the rem
mainder of th
his calendar yyear. 5|ITS UPDATE
•
SShared Servicce: Ongoing support; ccombine tech
hnical and fu
unctional u
units The Un
niversity of A
Akron continues to support Lorain’s PeopleSoft ERP post “ggo live” envirronment. Deevelopment and infrastrructure supp
port continu
ue to be provvided for stu
udent, financial and hum
man capital manage
ement appli cations. Focus is on makingg certain all aapplications are meetingg Lorain’s d requiremen
nts. Further work to critical business maandates and
streamline businesss processes is occurringg as resourcees become availab
ble. To‐date
e many UA i ntegrations,, modificatio
ons, and reports have be
een provide
ed to LCCC saving the scchool significcant money ffrom having
g to develop
p the same rroutines. UA
A also provid
des consultattion to solve
e a numbe
er of business problems due to LCCC
C being new to the technology. Combin
ning Units: TThe next phaase of the prroject (phasee 2) is being
planned. The goal oof phase 2 iss to prove w
we can take b
business unitts oth schools and combine (i.e., IT,, purchasingg, payables, eetc.) from bo
them in
nto one unitt that will serve both sch
hools, elimin
nating duplicaation and thee associated
d cost. The Un
niversity is ussing ScottMaadden Inc. to
o help understand the processs and plan p ilots. This firrm has a stro
ong history o
of success in
n the pub
blic sector, pparticularly w
with the federal governm
ment. Next stteps: A meetting is plann
ned for the senior leaderrship of The Universsity of Akronn to provide information
n about what shared service is, the beneefits it can brring to the in
nstitution, w
why UA shou
uld assume
e a leadershiip position, w
where we arre in the pro
ocess, and w
what the plan is for goin g forward. It is neccessary in thhis phase of tthe project ffor bringing about a true
e shared service orgaanization to involve funcctional busin
ness units. COM
MMUNITY Promotte Vibrant annd Engagingg Environments and Facilities •
In orde
er to supportt the ever increasing dem
mand for alu
umni and develop
pment servi ces, a group
p has begun investigatingg new technologies to suppport Contriibutor Relatiions. C
Contributor Relations The Development O
Office is puttting togetheer a work gro
oup that consists of represeentatives from the Officee involved w
with the curre
ent application, key useers from oth
her units acrross campus, and Informaation Technoology Servicces. The objeective is to assess the require
ement from each area fo
or a new app
plication and
d document require
ements to taake contributtor relationss to the nextt level. 6|ITS UPDATE
•
EElectronic Medical Recorrds: Vendorss U
Under consid
deration Representatives off the Collegee of Nursing and the Speech‐Languag
ge Patholo
ogy & Audiology program
m identified the need fo
or a system tto automaate patient sscheduling, p
patient acco
ounts/billing,, and electro
onic medicaal records for their clinics. The two areas parttnered with IT to researcch software applicationss er that could meet th e requiremeents identifieed for this project. Othe
ncluded in the medicaally oriented programs aat the Univerrsity were in
discusssions. At The University oof Akron, thee three areass that will usse an EMR are Health Services (Di vision of Stu
udent Affairss), Nursing C
Center for Commu
unity Healthh (College of Nursing), an
nd Speech, LLang/Path an
nd Audiolo
ogy (Summitt College). The com
mmittee hass completed
d the vendor demonstrattions and will meet to
o choose a vvendor. Thee project chaarter will be ssubmitted fo
or review. ocess to idenntify the besst implemen
ntation strateegy has The pro
begun. We are idenntifying hard
dware needss for each arrea and documenting stepss needed to convert the current bussiness processs (paper)) to the new
w business prrocess (electtronic). This will be a phased
d‐in approac h with the fiirst targeted
d area being the Spe
eech, Lang/PPath and Aud
diology officce. The ven
ndors underr consideratiion are e‐MD
D, Suite Med
d, alteer Offiice, Cerner Power Worrks, and workkflow.com. INTEEGRATED PLA
ANNING Achieve
e Measurab le Success • ITTS Metrics The mo
ost current ITTS metrics aavailable at tthe time of this report arre attache
ed. If a line ittem does no
ot have a tarrget, the metric is intend
ded to indiccate the amoount of workk or activity being deliveered. Lines w
with targets indicate levvels of performance we strive to ach
hieve. 7|ITS UPDATE
ITS DEPARTMENT SCORECARD – AUGUST 2010
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)
AUGUST
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
AUGUST
JULY
JUNE
12519
1m30s
95%
9997
12583
9820
11192
407
16%(2051)
3463
1322
7078
3m12s
81%
5682
6706
5433
5850
50
16%(1125)
1225
546
5449
2m12s
88%
4969
5380
278
346
51
21%(1171)
615
600
100%
100%
100%
100%
100%
55%
100%
100%
100%
100%
100%
100%
100%
376 / 194
0
100%
368 / 198
0
100%
383 / 203
0
202184
52218
105
7228830
201303
50612
100
6373517
199799
48756
96
6469147
219
101047
164257
N/A
N/A
0.01%
3.24%
4.99%
N/A
99.50%
N/A
100%
100%
0
100%
17907
100%
100%
0
100%
6509
199%
100%
0
100%
6,189
100%
100%
0
N/A
N/A
N/A
N/A
3,066,031
298,062
856,274
39,095
2,266,123
225,273
477,141
34,374
2,118,894
218,799
439,038
32,025
1,381
156
89
165
100
45
N/A
N/A
348
103.45
N/A
26
88
43.25
N/A
17
96
56.75
N/A
10
571 Atomic
Learning
tutorials and
39 workshop
views
929 Atomic
Learning
tutorials and
38 Atomic
Learning
workshops
2,631 hit to
online
tutorials; 571
Atomic
Learning
tutorials
1,000
8|ITS UPDATE
ITS DEPARTMENT SCORECARD – AUGUST 2010
AUGUST
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
(18,380 students)
Financial Aid
(19,275 students)
Payment
(17,143 students)
Refund
(10,549 students)
Waiver
(1,448 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
AUGUST
JULY
JUNE
N/A
N/A
202,135
925
106,970
866
96,077
884
N/A
445,135
219,811
192,572
N/A
N/A
35,199
30,185
27,472
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1,682
4,067
2,896
3,331
157
13,110
12
311
24
1,103
54,235
9,291
32,510
1,539
3,319
2,073
2,838
149
13,223
14
317
51
1,188
47,408
6,454
48,868
1,644
4,403
2,054
3,394
141
13,638
22
272
60
1,213
39,279
6,525
352,109
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
9,793
17,643
3,625
8,146
30,571
423,039
232,498
76,837
99,193
12,748
1,763
6,044
4,247
30,684
9,900
59,902
19,274
5,975
15,278
2,029
9,211
15,634
129,433
97,059
4,367
25,289
2,110
608
6,418
4,681
28,735
9,287
2,882
2,276
14,589
16,307
1,941
8,099
26,493
247,961
225,828
3,910
15,130
2,206
887
5,748
4,358
71,082
16,319
2,386
1,484
N/A
N/A
N/A
N/A
4,088
2,748
482
7,318
3,578
2,028
457
6,063
3,567
2,139
458
6,164
N/A
N/A
N/A
N/A
N/A
N/A
592
345
177
70
5,619
1,924
592
345
177
70
4,298
863
552
275
207
70
6,593
1,405
*1
9|ITS UPDATE
ITS DEPARTMENT SCORECARD – AUGUST 2010
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
AUGUST
TARGET
*13
JUNE
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
677
104
573
11,225
5,010
132
124
8
15,471
6,875
181
27
154
1,942
890
677
104
573
7,855
1,835
132
124
8
8,377
2,878
181
27
154
1,754
371
677
104
573
7,071
1,714
124
116
8
8,737
3,116
181
27
154
2,016
408
N/A
N/A
N/A
N/A
N/A
N/A
N/A
514
3,093
26,611
19
24
497
786
258
711
10,846
18
23
468
542
300
696
10,530
16
15
394
469
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
130
123
7
2
4
0
126
N/A
23,345
2,695.50
676.75
130
123
7
1
4
0
87
N/A
22,725
1,757.00
441.25
131
124
7
0
4
0
87
N/A
24,810
46,210
24,950
Footnotes
*1.
*10.
*11.
*12.
*13.
*14.
*15.
*16.
*17.
ITS managed clients logged in to the University network in the last 30 days.
Process Scheduler Stats are cleared weekly.
FAFSA applications for financial aid.
Total is higher than unique users because individual students may have had more than one transaction.
Includes UA on-campus rooms and Medina County classrooms. This includes both distance and local use.
Only semester totals are available for Computer Based Assessment & Evaluation.
There are 10 days with no phone reports.
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.
Laptop Check-out centers included in report Student Union
10 | I T S U P D A T E