Information Technology Services Report to the Board of Trustees April 28, 2010 Information Technology Services April 28, 2010 (Prepared: April 1, 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. •
WWW: New Web Format The University’s new web design continues to garner wide acceptance and use throughout the campus. While the conversion process takes several weeks to months from start to finish, progress toward converting the University’s colleges and departments to the new look‐and‐feel continues at a steady pace. During February and March, much of Student Affairs launched new sites, including Admissions, the Student Services Center, the Transfer Student Center, Financial Aid, and Residence Life & Housing. These sites provide information that is critical to current students and future students. Employing easy‐to‐
use templates, the University’s attractive, functional new sites are designed with the user experience in mind. Information and links are laid out on the pages in logical groupings. Be it applying for admission, searching for services, or reviewing payment options, the required information is within a few easy clicks. Images used on the various sites serve as visual bookmarks. A simple glance at the images help direct users right to the information they want. Along with Student Affairs, work has begun on the University College site. Also, the Buchtel College of Arts & Sciences and the College of Education have begun their conversion to the new University templates. 2|ITS UPDATE
ENGAGEMENT Design ITS services to function for the public good – for our students, the institution and the communities that we serve. •
Running on University of Akron servers, summer registration went live at Lorain County Community College on March 22. After processing the first four registration cohorts, the project team was able to determine that registration was a success, one that “went extremely well”. Shared Service: PeopleSoft Implementation Project at LCCC Following quickly on the heels of that event, the next large registration for LCCC occurred within a week on Monday, March 29. At that time, LCCC was looking at approximately 500 to 700 nursing students registering. That event had the same level of success as the earlier registration. These milestones underscore the months of planning, hard work, and collaboration between The University of Akron and LCCC. During the March 22nd and 29th registration periods, no performance issues, setup issues, or data integrity problems were observed or reported. The registration support team and triage process was well thought out and able to handle all student expectations and questions. As part of the post‐event, quality review, statistics are being kept to identify if there should be changes to the registration cohorts for spring 2011. “Go Live” dates for LCCC were also scheduled for April 5 for the start of Fall registration, and May 25, 2010, for Financial Aid.
•
OHECC: State‐wide Technology Conference This Spring, May 12‐14, The University of Akron campus will host a state‐wide conference that will attract hundreds of IT professionals working at all levels, from technicians to CIOs. The Ohio Higher Education Computing Council (OHECC) conference is an annual function that travels from campus to campus each year. OHECC was formed in the early 1970s to foster communication between higher education IT professionals across the state of Ohio. Initially, the conference was focused on senior management at the core schools, but over the years was broadened to support the full range of IT roles. This year, over 30 breakout and vendor sessions will explore technology topics both old and new that are important to the future of IT in higher education. 3|ITS UPDATE
INNOVATION Optimize our students’ opportunities for success by providing innovative services and instructional experiences. •
Information Technology (IT) continues to explore various technology tools that can enable us to tap into the “collective genius” at The University of Akron. A team in IT is focused on
researching software applications that may be used as ‘tools’ to help meet our objective. At present, the charge is to design, develop or discover a process or system that can be used at The University of Akron to collect ideas from the extended campus community to drive innovation. Campus‐wide Innovation There are three software applications that have been identified that may serve as data collection tools to foster community collaboration in search of ‘great’ ideas. 1. NewsGator: http://www.newsgator.com/ •
Interest in NewsGator was driven by its compatibility with other software used at UA (SharePoint). NewsGator is best characterized as ‘Facebook’ for industry. It is a social networking product that behaves very much like Facebook. 2. Spigit: http://www.spigit.com/ •
Spigit software is deemed as a “Purpose‐Built Social Platform to Drive Profitable Innovation”. This application is designed for the specific purpose to drive Innovation in industry by tapping into the collective genius of an organization. 3. Ubuntu Brainstorm: http://brainstorm.ubuntu.com/ •
This software is built from an open source (non‐proprietary) application. Designed to allow all visitors to post ideas in an open environment (meaning ideas can cover a multitude of topics), the application can be redesigned for a specific purpose and for a targeted audience. These three options have some common elements: •
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UA branding Variable cost options Monitoring of ideas before posting Anonymous posting possible Security/access controls The IT team’s next steps are to: •
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Contact other institutions using these products to see what drove their decision, their deployment plans, etc. Develop a project plan Discuss steps to creating focus groups to help evaluate the tools. 4|ITS UPDATE
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Campus‐wide Scheduling The University’s ongoing commitment to growth requires the ongoing improvement of existing processes. A committee comprised of representatives of the end‐users from throughout the University defined a need to implement one common scheduling system. The benefits of implementing a common scheduling solution include: •
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Computer Lab Virtualization Pilot 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 With a goal to deliver rich, personalized virtual desktops, Distributed Technology Services’ (DTS) pilot project is assessing the viability of VMware View. This software allows the University to consolidate virtual desktops on datacenter servers and centrally manage operating systems, applications, and data. If the pilot proves successful and the virtual lab is implemented, this will improve our operating efficiency. Maintenance will be done once on a central server and electronically downloaded, eliminating the need to individually manage PCs. This is important since we are currently managing several hundred PCs in labs across the campus. This is one example of the ongoing steps being taken in ITS to improve service provided to students, faculty and staff while reducing cost. 5|ITS UPDATE
INCLUSIVE EXCELLENCE Value differences with the intention of promoting learning, critical thinking and personal enrichment of students. •
Focus groups met throughout March to review the Faculty Senate’s Curriculum Proposal Process Improvement Project. Curriculum Approval Process Review The feedback from those sessions will help the project team to further refine the functionality and look‐and‐feel behind the various forms. The remaining schedule for this phase, which is subject to change as necessary, is as follows: •
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•
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. •
Framework for Development of Online Courses and Programs Instructional Services is developing a framework to support the expansion of online degree and certificate programs at The University of Akron. This roadmap will assist faculty and college administrators in completing the required internal and external curriculum and program approval processes. In collaboration with the Office of the Provost, resources will be provided to assist in determining market demand for specific UA programs. Faculty are key to the successful design and delivery of online programs. Each college will establish and implement policies and practices to support faculty with incentives to do the work of redesigning their program for online delivery. To assist faculty to become effective course developers, the Design and Development Services team (DDS) within ITS will provide online professional development grounded in the Quality Matters TM
standards for the design of online instruction. Professional staff from DDS will consult with faculty and colleges to establish timelines, identify course elements requiring professional services in multimedia development and scheduling of support resources. The outcome of the proposed roadmap is a highly scalable approach to producing quality online programs. 6|ITS UPDATE
•
Electronic Medical Records Initiative The need for a system to automate patient scheduling, patient accounts/billing, and electronic medical records was identified by representatives from the College of Nursing and the Speech‐
Language Pathology & Audiology program. This group partnered with ITS 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 Request for Information (RFI) was issued to identify products on the market that can handle these processes. Responses were received from 14+ vendors with information on products that handle everything from just document management to full‐blown hospital administration modules. Work is in progress to determine specific requirements to be included in an Request for Proposal (RFP). The following areas represented on this committee: •
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Allied Health Technology Clinic for Individual and Family Counseling Counseling Center Family and Consumer Science Health Care Office Management Health Services Information Technology Services Learning Resources Center Nursing Center for Community Health Social Work Speech, Lang/Path and Audiology 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 – FEBRUARY 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)
FEB.
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
FEBRUARY
JANUARY
DECEMBER
5258
23s
82%
5913
5938
4652
4890
115
24%(1239)
851
2635
8473
32s
97%
6087
7554
5910
6494
65
29%(2476)
1082
2114
4447
20s
83%
3090
4026
3036
3353
8
11%(506)
288
1271
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
381 / 216
0
100%
375 / 210
0
100%
369 / 210
0
168243
54791
175
10830095
167208
53978
174
9380882
165570
52223
170
10258751
594252
42273824
38329417
N/A
N/A
9.04%
89.52%
86.75%
N/A
99.50%
N/A
100%
100%
0
100%
13,431
100%
100%
0
100%
13,376
100%
100%
0
100%
12,107
100%
100%
0
N/A
N/A
N/A
N/A
2,798,936
298,106
723,870
32,337
3,039,927
294,181
812,952
34,855
2,257,242
242,899
666,770
33,842
1,381
146
141
132
100
45
N/A
N/A
117
64.75
N/A
23
76
59
0
14
65
29
0
11
701 Atomic
Learning
Tutorials
3,481 online
tutorials; 467
Atomic Learning
tutorials
2,561 online
tutorials, 277
Atomic Learning
tutorials
1,000
8|ITS UPDATE
ITS DEPARTMENT SCORECARD – FEBRUARY 2010
FEB.
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
(3,506 students)
Financial Aid
(1,448 students)
Payment
(5,774 students)
Refund
(1,752 students)
Waiver
(579 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
*11
JANUARY
DECEMBER
N/A
N/A
84,421
908
161,101
946
109,951
925
N/A
155,173
364,098
340,213
N/A
N/A
24,532
31,370
30,701
1,352
5,518
1,685
2,647
131
7,349
20
472
332
1,933
10,510
3,202
5,146
2,732
1,182
8,406
2,356
2,871
130
9,799
24
896
398
3,447
42,271
7,958
1,609,701
1,066
6,041
1,673
2.775
139
8,308
18
541
199
3,209
38,510
7,288
1,032,848
53,592
56,896
2,445
103,546
14,322
130,718
99,326
2,775
27,225
775
637
1,754
1,367
8,489
3,575
1,616
1,011
885
3,587
2,109
443
6,139
1,904
592
375
177
40
3334
1302
N/A
N/A
N/A
N/A
N/A
N/A
N/A
*12
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
N/A
N/A
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
80,725
52,862
3,741
2,856
26,964
339,991
168.371
81,259
70,727
18,067
1,567
1,624
1,227
11,991
4,794
62,585
18,865
N/A
N/A
N/A
N/A
3,695
1,952
439
6,086
3,690
2,472
439
6,601
N/A
N/A
N/A
N/A
N/A
N/A
622
375
177
40
16,123
3,716
622
375
177
40
11,221
3,113
*1
9|ITS UPDATE
ITS DEPARTMENT SCORECARD – FEBRUARY 2010
FEB.
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
*13
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
FEBRUARY
JANUARY
DECEMBER
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
30,116
6,051
124
116
8
29,203
8,643
181
27
154
10,290
1,769
706
125
581
24,667
6,148
124
116
8
23,038
8,606
181
27
154
6,861
1,582
695
125
570
13,502
4,726
124
116
8
13,296
6,062
181
27
154
1650
778
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1559
2,970
24,465
50
79
3,847
2209
1254
2,847
25,133
49
78
3,797
1387
484
2,813
22,913
64
86
4,283
484
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
127
120
7
0
9
0
122
N/A
25,571
40,559
22,850
127
120
7
1
9
0
122
N/A
24,704
39,565
22,284
127
120
7
1
9
0
128
N/A
24,308
39,336
21,419
Footnotes
*1.
ITS managed clients logged in to the University network in the last 30 days.
*10.
Process Scheduler Stats are cleared weekly. Stats for April were not retained. We are keeping stats for May and future months.
*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