Information Technology Services Report to the Board of Trustees June 16, 2010 Information Technology Services June 16, 2010 (Prepared: May 20, 2010) This update provides a brief look into the activities initiated or completed in the Information Technology Services Division. LEADERSHIP Establish leadership in the areas in which we have chosen to excel. •
OHECC: State‐wide Technology Conference Over 300 technology professionals from around the state attended this year’s Ohio Higher Education Computing Council (OHECC) conference at The University of Akron. The conference drew people from 36 different schools and 52 vendors working at all levels (technicians to CIOs) as well as industry leaders as featured speakers: Howard Charney of Cisco, and John Mullen of Dell. This year, over 30 breakout and vendor sessions explored technology topics both old and new that are important to the future of IT in higher education. •
Shared Service: PeopleSoft Implementation Project at LCCC Summer and fall registrations were conducted at Lorain County Community College without a single incident. Performance of the servers running at UA was excellent. All applications have now been moved from CMDS, the legacy application, to PeopleSoft with the exception of financial aid and portions of the student accounting system. Those are scheduled to be converted at the end of May when CMDS is scheduled to be turned off. Business processes that occur later in the business cycle are yet to be completed. Financial projects include fiscal year‐end rollover, budgeting, fiscal year‐end close, and financial reporting. Human Capital Management (HR) projects to be completed include leave processing, automating faculty load payroll calculation, absence management, COBRA administration, and electronic PAFs. We expect to complete these projects this summer. In early May, LCCC conducted a “go live” celebration lead by President Roy Church. Over 200 technical and functional LCCC staff attended along with UA IT leadership and technical support. The next step with this project is to combine the IT organizations from UA and Lorain. We expect this consolidation to reduce the total IT headcount required to support both institutions. 2|ITS UPDATE
ENGAGEMENT Design ITS services to function for the public good – for our students, the institution and the communities that we serve. •
At the end of the Spring semester, Information Technology’s Distributed Technology Services (DTS) evaluated the results of the VMWare View pilot. Computer Lab Virtualization Pilot As previously reported, this software allows the University to consolidate virtual desktops on datacenter servers and centrally manage operating systems, applications, and data. By creating a virtual lab, DTS believes it can improve operating efficiency. Maintenance will be done once on a central server and electronically downloaded, eliminating the need to individually manage PCs on campus. This is important since we are currently managing several hundred PCs in labs across the campus. As of the writing of this report, that information was being summarized and the information/data used to determine future direction and provide input to develop a Virtualization Lab infrastructure. •
Continuing and Professional Education The University of Akron is in the process of reviewing its continuing and professional education applications to overcome existing product limitations, enable UA to grow its revenue generation ability, and increase efficiency of the business process. A “best source” approach is being taken with Destiny Solutions because it was determined that the product, owned by PeopleSoft, does not provide the breadth of functionality necessary to support non‐credit at UA. The questionnaires provided by other leading vendors indicated their product was limited as well. The next step will be to conduct a fit/gap analysis to determine specific needs and to identify the types of tools that will meet those needs. Summit College, Wayne College, Medina County University Center and Lorain County Community College will participate in the analysis. •
Post Secondary Enrollment Option (PSEO) High school students earning undergraduate course credit from The University of Akron via distance learning continues to grow. growth During the 2007‐2008 academic year, the University delivered 1,468 college credit hours to local high schools students. For 2008‐2009 credit hours increased to 2,498 and the number grew to 2,682 in 2009‐2010. Many of the students participating in the UA PSEO program matriculate into the University after completing high school. 3|ITS UPDATE
•
Curriculum Approval Process Review A final assessment of the curriculum forms has been completed. The build phase is now underway for the Faculty Senate’s Curriculum Proposal Process Improvement Project. The remaining schedule for this phase, which is subject to change as necessary, is as follows: •
•
•
•
Early July, complete system build. July, begin testing and early training. Early August, begin pilot deployment Full‐scale rollout and training at the beginning of the Fall 2010 semester. INNOVATION Optimize our students’ opportunities for success by providing innovative services and instructional experiences. •
Information Technology (IT) continues to explore technology tools that can enable us to tap into the “collective genius” at The University of Akron. Campus‐wide Innovation Looking at both the technology behind the software and the user experience, the IT team has reviewed BrightIdea, News Gator, Idea Torrent, Brainbank, and Spigit. In early May, the team had interviewed several software providers and users. In particular, the team spoke with the University of Texas (Spigit), the University of North Carolina, (Bright Idea) and NASA’s United Space Alliance based in Houston (Brainbank). The applications offer different features, but also have a great deal in common, including: Common Elements: •
•
•
•
•
UA branding Variable cost options Monitoring of ideas before posting Anonymous posting possible Security/access controls The IT team’s next steps are to: •
•
Finalize its evaluation and make a recommendation to IT and senior management. Select a cross‐functional deployment team; develop a deployment strategy, project plan and budget for senior management. 4|ITS UPDATE
•
Campus‐wide Scheduling A committee comprised of end‐users from throughout the University defined a need to implement a common scheduling system. The benefits of such a scheduling solution include: •
•
•
•
•
Enterprise scheduling when maintained centrally will provide all colleges, departments, divisions, services, and venues with a standard scheduling method. Standardization will allow the central provisioning of training and support. Efficiencies in scheduling and improved facilities utilization will result across the University. Single data source for scheduled activities on campus will result in maximizing the use of university resources like parking, police, etc. Improved view of the Big Picture of asset usage which can lead to: o Increased awareness of events for security o Better planning capabilities for parking o Improved efficiency in scheduling and thus usage of academic space o Improved reporting of space and resource utilization INCLUSIVE EXCELLENCE Value differences with the intention of promoting learning, critical thinking and personal enrichment of students. •
A survey administered to students in courses where faculty have adopted the CourseCast system to record their lectures and make them available for viewing by students reveals a very favorable response: CourseCast: Lecture Capture •
•
•
•
•
•
69% reported using the recording to study for exams 55% reported viewing the recording of classes they missed 95% reported that they studied the recordings alone 52% agreed or strongly agreed that viewing the recordings contributed to learning course content 67% agreed or strongly agreed that they would recommend viewing recorded lectures to their fellow students 77% agreed or strongly agreed that their instructor should continue to record their lectures. Of the 45 comments provided by students, a common theme was: •
•
•
"When I am going through my notes if I have any questions or confusion I can simply listen to the lecture.” “The recordings are awesome and so convenient. I wish I had them for all my classes.” “It definitely contributes to my success as a learner because hearing a lecture more than once is very beneficial to understanding the material." 5|ITS UPDATE
•
CENTSS The CENTSS Project is coordinated by the Ohio Learning Network and supported by Chancellor Eric Fingerhut. At The University of Akron, the Executive Sponsors for this project are Charles Fey and Jim Sage. The CENTSS audit relies on institutional teams to conduct reviews of our web‐based student services by looking at them from the student's point of view and selecting a description that most closely matches our level of service. The results can be used to identify where a technology solution could be implemented to improve the ability of student services staff to provide service to students. The project will take place in two phases. In phase one, 17 student services in the Academic Services and Personal Services areas are being audited. The owner of the service area is the audit leader and invites participants to complete the audit. To date, more than 100 faculty and staff have completed the audit survey for one or more service areas. •
The University of Akron has joined 25 Ohio colleges and universities in the Center for Transforming Student Services (CENTSS) project, which is an assessment of the technological capability of our web‐based student services. These services are very important especially to those students who are taking online courses. IT Support for A&S Information Technology Services at the request of the College of Arts & Sciences Chemistry Department is providing technology support for the department. ITS has stepped into the gap to provide the needed support that resulted from a recent resignation. We are working with the College to identify areas of need, develop backup support strategies, and making suggestions and improvements as needed. •
Electronic Medical Records Initiative Representatives of the College of Nursing and the Speech‐Language Pathology & Audiology program identified the need for a system to automate patient scheduling, patient accounts/billing, and electronic medical records. The two areas partnered with Information Technology Services to research software applications that will meet the requirements identified for this project. Other medically oriented programs at The University of Akron have been included in discussions in an effort to capitalize on the software to meet other University needs as well. A draft Request For Proposal has been developed and is out for review. 6|ITS UPDATE
•
Microsoft Software Campus Agreement Information Technology Services (ITS) is proposing the award of a three‐
year agreement with Insight Enterprises, Inc. for a license to use various Microsoft software products on all University computers. This includes work‐at‐home rights for faculty, staff, and contract professionals. This agreement is for the period of July 1, 2010, through June 30, 2013. The total cost for the three‐year agreement is approximately $189,000 per year or $567,000 in total. Funding for this purchase will be from the student technology fees. This purchase is covered by the current Ohio Inter‐University Council price agreement with Microsoft. Without this agreement these licenses would cost $1,212,000 per year or $3,600,000 over three years for the 6.500 University‐owned computers. The IUC‐Purchasing Group solicited proposals from authorized distributors to sell the Microsoft licenses to all participating IUC schools. Insight was selected as the authorized distributor for this IUC Microsoft Campus Agreement. The agreement provides licensing for current and upgrades of the Windows Operating System Enterprise version and Office Suite Enterprise/Professional version. The University added Visual Studio Net as an additional product as it is used heavily in the College of Arts & Science and Summit College. Microsoft Campus Agreements are for three years. This provides stable pricing, as negotiated by the IUC Purchasing Group, as well as access to all software upgrades in the next three years. Extending our current contract for only one year would be more expensive and would put the University out of sync with the rest of the IUC schools. The software prices are likely to continue increasing, making this proposal more cost effective in years two and three. Additionally, the Microsoft Campus Agreement provides extremely reduced software pricing for our students via a Student Select agreement that is tied to the Campus Agreement. The retail cost for Office 2010 Professional will be $350 to $500 per copy whereas student pricing via the Student Select agreement, through The University of Akron computer store, Computer Solutions, will be $80 to $100. There is no cost for the Student Select agreement and students purchase only the software they need. This proposed purchase will be included in the purchases over $150,000 in the Finance, Fiscal Policy and Investment section of the board book. 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 – APRIL 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
APRIL.
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
APRIL
MARCH
FEBRUARY
4,573
3m38S
70%
3,800
4,882
4,274
4,530
4121
26% (1169)
1,420
2,860
5,283
1m52s
69%
4,033
5,173
4,574
4,652
25
25(1391)
1,585
2,509
5258
23s
82%
5913
5938
4652
4890
115
24%(1239)
851
2635
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
392 / 207
0
100%
387 / 208
0
100%
381 / 210
0
197068
46126
91
1156018
194470
43538
122
12101395
168243
54791
175
10830095
1156018
592123
594252
N/A
N/A
11.00%
7.80%
9.04%
N/A
99.50%
N/A
100%
100%
0
100%
13,395
100%
99%
2
100%
13,707
100%
100%
0
100%
13,431
100%
100%
0
N/A
N/A
N/A
N/A
2,884,139
294,243
763,115
33,221
2,933,937
295,516
698,184
32,643
2,798,936
298,106
723,870
32,337
1,381
150
130
146132
100
45
N/A
N/A
119
58
N/A
21
159
48.75
N/A
47
117
64.75
N/A
23
1,000
660 Atomic
Learning
339 Atomic
Learning
701 Atomic
Learning
8|ITS UPDATE
Tutorials
training and WebCT training suspended in July and
August in prep of Office 2007 and new LMS)
tutorials
Tutorials
ITS DEPARTMENT SCORECARD – APRIL 2010
APRIL
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
(10,375 students)
Financial Aid
(503 students)
Payment
(7,310 students)
Refund
(617 students)
Waiver
(353 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
*10
*12
*11
APRIL
MARCH
FEBRUARY
N/A
N/A
107,654
931
95,627
918
84,421
908
N/A
225,956
172,672
155,173
N/A
N/A
27,430
25,413
24,532
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1,509
3,558
1,635
3,286
156
10,100
12
317
135
1,685
96,177
12,308
1,167,312
1,339
5,288
1,724
3,010
171
9,233
46
494
353
2,035
45,413
8,162
1,223,318
1,352
5,518
1,685
2,647
131
7,349
20
472
332
1,933
10,510
3,202
5,146
2,732
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
48,889
17,453
2,036
461
15,004
126,143
107,944
999
15,852
860
488
10,075
7,763
19,991
4,809
705
501
62,074
14,704
2,411
255
7,605
22,549
8,419
1,772
11,119
1,003
236
11,975
10,218
16,494
7,595
1,190
749
N/A
N/A
N/A
N/A
3970
2618
455
7,043
3,830
2,578
455
6,863
N/A
N/A
N/A
N/A
N/A
622
375
177
70
21,549
622
375
177
70
16,578
*1
16,723
2,331
197
8,392
36,630
16,917
4,107
12,522
2,413
671
14,431
12,178
4,858
2,402
2,584
1,418
885
3,695
2,539
439
6,673
1,904
622
375
177
40
16,123
9|ITS UPDATE
Total Unique Users
N/A
5,217
4,221
3,716
ITS DEPARTMENT SCORECARD – APRIL 2010
APRIL
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
APRIL
MARCH
FEBRUARY
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
706
125
581
31,964
5,856
124
116
8
28,206
8,636
181
27
154
10,585
1,899
706
125
581
30,223
6,081
124
116
8
25,276
8,028
181
27
154
8,912
1,761
706
125
581
30,116
6,051
124
116
8
29,203
8,643
181
27
154
10,290
1,769
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1824
2,976
23,255
50
82
4,151
2702
1556
2,972
23,685
50
82
4,151
2165
1559
2,970
24,465
50
79
3,847
2209
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
0
7
0
115
N/A
26776
42,659
24,072
129
122
7
0
8
0
114
N/A
26,557
41,415
23,425
127
120
7
0
9
0
122
N/A
25,571
40,559
22,850
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. Stats for April were not retained. We are keeping stats for May and future months.
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
11 | I T S U P D A T E