Info
ormatiion Teechnology SServicees Re
eport to the
e Board off Trustees
Marcch 24, 2010 In
nformation Technologyy Services Marrch 24, 20100 (Prepared: February 25,, 2009) This up
pdate provide
es a brief lookk into the activities initiate
ed or completted in the Info
ormation Technology Servvices Division. LEAD
DERSHIP Establish leadershipp in the areas in which w
we have chossen to excel. •
W
WWW: New W
Web Formatt The new
w year has seeen the introducction of new
w, exciting, componennts to The University of Akkron’s web site
e. During tthe Holiday sseason, we featured the University’s Holidayy card Community.. for the C
The 200
09 Report to the Commu
unity was added to the P
President’s site in an exciting, innteractive w
web publication. The new
west televisioon campaign
n, ‘Experiencce the Energgy’, produced originallly for the Su per Bowl, haas been converted for u
use on the web site
e and is feat ured both in
n an article aand in a videeo on the home page of the w
web site. These are all prime examples off the cooperration betweeen technolo
ogy provide d by ITS and the content andd creative direction from Instittutional Marketiing and Univversity Communication. Work to
o bring all of f the Collegess into the neew University look and feel continues and this SSpring semeste
er should seee the launch o
of many of t he sites the Colleges have been harrd at work to
o complette. Notablyy: College of Nursing
College of Engineer ing As these
e are compleeting their w
work, work iss progressingg in various stages w
with most otther collegess and departtments.
2|ITS UPDATE
ce: PeopleSo
oft ion Project aat LCCC Phase O
One of the shhared service proof‐of‐cconcept with
h Lorain County Community College (LCC
CC) continuees on schedu
ule. •
PeopleSoft h
P
human capittal managem
ment (HCM), payroll and
financial app
f
plications weent live on Jaan 4. The firsst pay was generat
w
ted on Jan. 112 without p
problems. Lo
orain employees a
e
and retirees are able to view their p
paycheck detail throug
d
gh PeopleSo
oft self‐servicce applicatio
ons. •
Work contin
W
nues on the PPeopleSoft C
Campus Solu
ution, which
is expected t
i
to go live on
n Mar 22. Alll configuration of the application i
a
is complete and much o
of the initial u
user acceptance t
a
testing is do
one. Much off the time is being spentt on integratio
o
on testing, w
which validattes the interraction of the application b
a
between diffferent busin
ness offices. •
UA continue
U
es to providee database, d
developmen
nt, and infrastructur
i
re support to LCCC. Cop
pies of the daatabase and database mi
d
igrations occcur on a daily basis. Help
p setting up LCCC sec
u
urity structu
ure, identificcation verificcation environmen
e
nt, applicatio
on support desk, and nettwork support are s
being provid
ded regularly. •
To‐date func
T
ctional supp
port by UA business unitss has been minimal. m
Phasse Two of thhe project is to combinee administrattive units from
m UA and LC CC into a sin
ngle office th
hat supportss both instiitutions effeectively. Disccussions havee begun to d
determine fu
unctional paarticipants to
o work on the prooject. We have reached out to Scott Madden, the premier connsulting firm for shared sservice for the federal ernment, to begin the gove
discussion. was the firm that directeed the very ssuccessful Scottt Madden w
sharred service aarrangementt for the IRS,, NASA and o
others. 3|ITS UPDATE
•
Non‐credit / C
Continuing EEducation An invesstigation int o a new non
n‐credit/continuing educcation applicattion is underrway. Destin
ny Solutions presented itts product to
o business units from The Universsity of Akron
n, Lorain Cou
unty Community Collegee, and UA's In
nformation TTechnology Services. The product has muuch more robust non‐creedit function
nality than our currrent applicattions from PPeoplesoft w
which are useed to manag
ge our for ccredit coursees. It is clearr that Oraclee’s (the owners of Peoplessoft) vision iss to partner with Destinyy Solutions rrather than investing in upgradiing its own p
product. Because
e the producct appears to
o be the "beest source" available, a justification has beeen written and presenteed to Purchasing. Purchassing agreed w
with the exp
planation. Th
his will allow
w the projectt team to
o proceed to an assessment phase, sskipping the need for a lengthy RFP processs. The assesssment phasee will be con
nducted with
h the vend
dor in an efffort to deterrmine detailss for craftingg a proposal and determining hoow best to im
mplement th
he applicatio
on. Project documentattion includin
ng a businesss case is bein
ng develope
ed for pressentation to the ITS Steeering Committee and Board for approvaal. Develop
pment of thee business caase requiress collecting in
nformation about th
he current sttaffing and b
business pro
ocesses as th
hey currentlyy exist and projectingg what they m
might look like with the acquisition of the new non‐creddit applicatio
on. Once in place, this aapplication w
will enable the Universitty to expand its non‐ccredit/conti nuing educaation offerings. ENGA
AGEMENT Design IITS services tto function ffor the public good – for our students, the instituution and the communitties that we serve. •
The projject to impleement Peop
pleSoft Grantts Managem
ment Pre‐
award aand ecrt Effoort Reportingg Application
n is in the fin
nal stages fo
or implementation. Soome of the fiinal set of taasks include: Grants Pre‐Aw
ward & Efforrt Reporting •
Final cleanup off the prod
duction enviironments iss bein
ng completedd and is expe
ected to be ddone by thee end of Februaryy. •
o Training is schedduled and beeing compleeted for reseearchers who
will certify their r effort withiin ecrt. The ttraining is beeing com
mpleted in a ““just in timee” mode for those certifyying time this mon
nth. •
Com
mmunicationns to all emp
ployees and tthose directly affected by th
he certificattion of research effort is being madee. 4|ITS UPDATE
An RFP will be issued for consulting services to implement the PeopleSoft Post‐Award functionality. This will consist of the implementation of the Projects, Contracts, Billing, and Accounts Receivable functionality to complete the implementation of the Grants suite. This enhanced pre‐award, effort reporting and post‐award automation will enable the University to expand research activities, without growing administrative staff while remaining in compliance with all grantors. INNOVATION Optimize our students’ opportunities for success by providing innovative services and instructional experiences. •
The Faculty Senate’s Curriculum Proposal Process Improvement Project is moving along well. Since the start of the Spring semester, work in both phases II and IIIa have been occurring in concert. Accomplishments as of Feb 05, 2010. Curriculum Approval Process Review •
Phase I, streamlining the university‐level curriculum approval process has been completed. •
Phase II the implementation of the defined university‐level approval process, is underway. Focus groups are reviewing the proposed input form definitions. Definition and design work will continue through February and March. •
Phase IIIa, refining the college‐level approval processes, is also underway. Initial meetings have been held with representatives from six colleges to verify AS‐IS processes and review a potential TO‐BE model. The remaining schedule for Phase II, which is subject to change as necessary, is as follows: •
Feb. through March work with focus groups to define functionality, look‐and‐feel •
Mid‐April begin the system build. •
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. The goal of this project is to reduce new curriculum approval from eighteen months to less than six. 5|ITS UPDATE
INCLUSIVE EXCELLENCE Value differences with the intention of promoting learning, critical thinking and personal enrichment of students. •
Members of the University’s Department of Development (Tim Dufore and Peggy Shriber) indicated their current application for contributor relations has not kept pace with functionality needed to support strategic plans to grow and enhance the development process at The University of Akron. Contributor Relations At their suggestion, a representative from The University of Akron visited Ohio State and reviewed Blackbaud, a contributor relations product recently implemented at that school. It was clear that the Blackbaud system provided significantly greater functionality. A discussion of how to proceed will continue and participants from individual colleges will be asked to join. 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. 6|ITS UPDATE
ITS DEPARTMENT SCORECARD – JANUARY 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)
JAN.
TARGET
*15
N/A
*16
*17
JANUARY
DECEMBER
NOVEMBER
>64.8%
N/A
N/A
N/A
N/A
N/A
<2%
N/A
N/A
8473
32s
97%
6087
7554
5910
6494
65
29%(2476)
1082
2114
4447
20s
83%
3090
4026
3036
3353
8
11%(506)
288
1271
4028
25s
81%
2946
4379
3302
3567
74
6%(249)
391
3576
100%
99.9%
99.9%
100%
100%
100%
100%
100%
100%
99.9%
99.9%
N/A
0
100%
375 / 210
0
100%
369 / 210
100%
359 / 210
167208
53978
174
9380882
165570
52223
170
10258751
165285
52029
168
11007818
42273824
38329417
42058305
N/A
N/A
N/A
N/A
N/A
89.52%
86.75%
87.70%
N/A
99.50%
N/A
100%
100%
0
100%
13,376
100%
100%
0
100%
12,107
100%
100%
0
100%
13,099
100%
100%
0
N/A
N/A
N/A
N/A
3,039,927
294,181
812,952
34,855
2,257,242
242,899
666,770
33,842
2,737,989
293,253
734,162
33,156
1,381
141
100
45
N/A
N/A
76
59
0
14
65
29
0
11
144
63.5
0
14
467 Atomic
Learning
tutorials
277 Atomic
Learning
tutorials
2,842 online
tutorials; 516
Atomic Learning
tutorials
1,000
7|ITS UPDATE
ITS DEPARTMENT SCORECARD – JANUARY 2010
JAN.
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
(14,039 students)
Financial Aid
(18,866 students)
Payment
(13,631 students)
Refund
(13,495 students)
Waiver
(1,185 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
JANUARY
DECEMBER
NOVEMBER
N/A
N/A
161,101
946
109,951
925
77,270
910
N/A
364,098
340,213
205,937
N/A
N/A
31,370
30,701
28,134
N/A
N/A
N/A
N/A
N/A
N/A
N/A
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
1,038
4,283
1,868
2,468
137
7,703
14
495
224
2,801
117,063
15,676
407,174
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
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
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
31,559
34,941
2,252
378
20,145
N/A
N/A
N/A
N/A
3,690
2,472
439
6,601
3,587
2,109
443
6,139
N/A
N/A
N/A
N/A
N/A
N/A
622
375
177
40
11,221
3,113
592
375
177
40
3334
1302
*1
142,894
8,352
19,407
5,480
416
1,550
1,224
22,818
9,017
7,051
6,100
885
3,659
2,257
423
6,339
1,904
592
375
177
40
19,437
4,417
8|ITS UPDATE
ITS DEPARTMENT SCORECARD – JANUARY 2010
JAN..
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
JANUARY
DECEMBER
NOVEMBER
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
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
695
125
570
35,617
6,689
124
116
8
30,687
9,274
181
27
154
9,833
1,705
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1254
2,847
25,133
3,797
78
49
1387
484
2,813
22,913
4,283
86
64
484
1,709
2,536
23,375
14
19
501
2375
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
127
126
7
1
9
0
122
N/A
24,704
39,565
22,284
130
123
7
1
9
0
128
N/A
24,308
39,336
21,419
131
124
7
1
9
0
129
N/A
24,872
37,793
21,007
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.
9|ITS UPDATE
*16.
*17.
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