Info
ormatiion Teechnology SServicees Re
eport to the
e Board off Trustees
Januaary 20, 20110 In
nformation Technologyy Services Janu
uary 20, 20100 (Prepared: December 155, 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. •
Phase O
One of the shhared service proof‐of‐cconcept with
h Lorain County Community College (LCC
CC) continuees on schedu
ule. Sh
hared Servicce: PeopleSo
oft Im
mplementatiion Project aat LCCC •
PeopleSoft h
P
human capittal managem
ment (HCM), payroll and
financial app
f
plications are on schedu
ule to go live Jan. 5 with the biggest c
t
concern bein
ng an accuraate payroll. P
Prior to “go live” six payr
l
roll parallel runs are sch
heduled to veerify the process wor
p
rks as well orr better than
n the existing legacy application. a
The implem
mentation teaam is now in
n the midst of the fifth p
o
parallel run. •
Programmin
P
ng of reportss, interfaces,, and bridge programs (those progr
(
rams necesssary to interfface to legaccy applications
a
s) are in proggress. Those that are crittical for the “go live” are
“
e on or near schedule. •
Only minor a
O
adjustmentss are being m
made to conversion programs fo
p
or HCM and ffinancials. A
A “dress reheearsal” for the move to
t
o production is underway and expeccted to be completed b
c
by Dec 16. •
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 securit
L
ty structure, identificatio
on verificatio
on environmen
e
nt, applicatio
on support desk, and nettwork support are s
being provid
ded regularly. •
To‐date som
T
me functionaal support byy UA businesss units has been require
b
ed but it hass been far less than origiinally projected. p
•
The student T
application remains on schedule fo
or a Februaryy ntation with
16 impleme
1
h the exception of the fin
nancial aid and student
a
t financials components which are sccheduled to “go live” at t
“
the end of M
May 2010. Phase TTwo of the p roject is to ccombine adm
ministrative units from UA and LCCC into a single officee that suppo
orts both insttitutions effective
ely. We willl select threee to five unitts to combin
ne on a test basis du
uring 2010. 2|ITS UPDATE
•
Sh
hared Servicce: Lumina G
Grant for $3
320,000 The Boaard of Regennts (BOR) req
quested our assistance in writing a grant ap
pplication too the Luminaa Foundation
n. The Univeersity of Akron and Lorain Coounty Community Collegee were awarded
d a $320,0000 grant fro
om the Lum ina Foundattion for Educcation to expand and intensify efforrts to improve
e operationaal efficiency in higher ed
ducation thro
ough its Shared SServices Proogram. This grant is part of a larger $9550,000 grantt that will bee awarded over fou
ur years to O
Ohio for initiatives that ffocus on pro
omoting low‐‐
cost, educational oppportunitiess in Ohio, stu
udent successs and consolid
dating adminnistrative op
perations acrross campusses. •
Non‐credit / C
Continuing EEducation An invesstigation int o a new non
n‐credit / continuing edu
ucation applicattion is underrway. The straategy is to coonsolidate th
he five busin
ness units att The University of Akron and three frrom Lorain C
County Community College (LCCC) into a centralized application that interffaces directlyy with our PeopleSoftt enterprise system, which handles all credit courses. Each of these busin ess units currently retain and suppo
ort their own
n applicattions. The projject will alsoo look at enh
hancing the self‐service component of a cen
ntralized appplication to p
provide imm
mediate paym
ment and course aaccess alongg with movin
ng the billingg and receivaables processes from eac h business u
unit to the ceentral office. The ove
erall goal is too enable eacch institution with an op
pportunity to: •
increase rev
i
venues •
disparate syystems consolidate c
•
enhance fun
e
nctionality an
of the coursee catalog for nd control o
each busines
e
ss unit involved •
streamline b
s
business pro
ocesses affeccted •
use staff mo
u
ore effectively •
increase the
i
e competitivee edge of ou
ur non‐creditt offerings •
create an en
c
nvironment tthat is capab
ble of being a service offered in a o
shared service center 3|ITS UPDATE
ENGAGEMENT Design ITS services to function for the public good – for our students, the institution and the communities that we serve. •
Following a meeting in early December, The University continues to work with local hospitals and non‐profits toward a shared data center. State‐of‐Art Computer Center The meeting, which included representatives from Summit County, the City of Akron, local hospitals and Kent State University, outlined next‐steps for each organization. As a result, the hospitals and the University of Akron are defining technical requirements for Involta, a firm that builds state‐of‐the‐art computer centers. Also, the hospitals and UA are exploring the use of dark fiber (fiber that is already installed but is unused) to connect to the proposed data center. In this effort, we hope to enlist the help of the City of Akron since it has access to much of the dark fiber in the area. 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. Aggregating demand and sharing space will reduce the cost to each institution. •
Curriculum Approval Process Review Accomplishments as of the end of December. •
•
•
•
•
Grants Pre‐Award & Effort Reporting Phase I, the university‐level curriculum approval process has been completed. Work on Phase II the implementation of the defined university‐level approval process will begin in January. Work on Phase IIIa, the definition on the college‐level approval processes is also scheduled to begin in January. Work on Phase IIIb, the implementation of the college‐level approval processes will begin later on in 2010. The project to implement PeopleSoft Grants Management Pre‐
award and ecrt Effort Reporting Application has reached a significant milestone: •
The “go live” process was completed the week of December 14 with access provided to administrators of the new systems on December 21. •
Training for those who will certify their effort on sponsored research will be completed by the end of January, 2010. All those trained will have access to the new systems after their training. The process to certify time for the Fall 2009 semester will begin in February 2010. The project ends after this certification process is complete. 4|ITS UPDATE
•
W
WWW: New W
Web Formatt There iss a lot of actiivity related to the new web site designs. Whatt follows is a high‐levvel recap of ssome of the activities an
nd the statuss ments. of various colleges aand departm
•
Student Affa
S
airs has launched its firstt three divisions including ho
i
ousing, testin
ng and counseling and D
Dean’s office. They will con
T
ntinue a sch
heduled roll o
out, as depaartments finish their w
f
work, througgh January. •
HR is in final
H
l stages of ap
pproval and QA. Launch
h date was set for 12/16
s
6. •
Alumni and A
nt are working with the WebTeam tto Developmen
craft a new l
c
landing pagee for Alumnii and Friendss. The goal iss to push the v
t
visibility of b
both to the h
higher level they require
e.
•
The College T
of Engineering site has been createed with templates an
t
holders and handed oveer to the nd content h
college com
c
mittee to beegin putting in their content. •
The College T
of Nursing h
has an appro
oved site and
d has begun
an aggressiv
a
ve schedule o
of creating aand enteringg their content. The
c
ey hope to h
have a new ssite launched
d early in the
e Spring seme
S
ester. •
Homepages H
wly created C
College of Heealth for the new
Sciences and
S
d Human Services and th
he College o
of Creative and Professi
a
ional Arts wiill launch beefore the Chrristmas break. b
•
The Graduat
T
te School co
ontinues to w
work on their entry of Graduate Pr
G
rograms pages with assisstance from University Communicat
C
tion and thee WebTeam.. This and QA
A are the final stage fo
f
or them, prio
or to launch
h. •
Law School p
L
performed aa very smootth launch on
n Oct. 5. The WebTeam co
W
ontinues to work with the School to
o provide some contin
s
nued supporrt and added
d functionalitty. •
The College T
of Education
n has held th
heir kickoff m
meetings and created a co
c
ollege workggroup. They, in conjunctiion with University C
U
ommunicatiions, are in tthe process of creating a
a primary mes
p
ssage for thee college and
d priorities d
document. •
The Buchtel T
College of A
Arts and Scieences is com
mmencing their commi
t
ittee work. TThis is a veryy large group
p with many
diverse depa
d
artments and will need ccareful workk in the planning sta
p
age to assuree a site repreesentative o
of the diverse
e programs th
p
here. 5|ITS UPDATE
INNO
OVATION Optimizze our studennts’ opportu
unities for su
uccess by pro
oviding innovative services and instructtional experiences. •
In respo
onse to a reqquest‐for‐pro
oposal to en
nhance emerrgency communications, thhe Universityy was approached by Fu
unding Dynamics. The com
mpany propo
osed placing web‐enableed digital monitorrs throughouut the campus to provide communiccations during e
emergenciess (weather, ffire, etc.). However, durring periods of non‐e
emergency, the screens would be used to comm
municate general informationn while geneerating reven
nue that would make the screens and the NO
OVICAST platform self‐funding. Viideo Signage
e The University is considering a p
pilot of the p
program using a few screens (approx. 100). A set of m
metrics would
d be defined
d to measure
e he concept. the succcess and useefulness of th
The scre
eens are diviided into thrree panes –
– two for dispplaying conttent and one
e for advertissing. The ceentral (70%) display area i s “commerccial real estaate”. Comppanies like AOL, AlliSports, and otheers stream co
ontent mutu
ually dents. A 30%
% display agreed tto provide vvalue to stud
area is m
maintained bby the Univeersity. It may be used for any purpose – caampus anno
ouncements,, departm
mental eventts, promotio
onal activitiees. The screeens are individu
ually addresssable so each
h screen can
n display con
ntent specific to its loccation or asssigned group
p. Or, the co
ontent can b
be scheduled
d to displaay Universityy‐wide anno
ouncements: State of thee University, strategic planning, eetc.A third p
pane is used for paid advvertising with pricing based oon the numb
ber of screen
ns and studeents in the campus population.. During an emergen
ncy, the full screen (all three arreas) is commaandeered. A significant capabillity of the platform is its
ability tto “never go
o dark”. The
e emergeency notificaation will remain
n displayed aas long as power iss supplied.
Plans arre to demo tthe proposed
d system at the January Board meetingg. 6|ITS UPDATE
INCLU
USIVE EXCELLLENCE Value diifferences w
with the inten
ntion of promoting learn
ning, critical
thinkingg and personnal enrichmeent of students. • Sttudent Portaal – ZipLine ITS is fin
nalizing negootiations witth a firm to aassist in the re‐
structurring of the sttudent portaal, ZipLine. The University will l everage thee Web 2.0 prroduct suite,, from e, for the ZippLine portal, to enhance and expand
d the Intrasee
offeringgs to our studdents and faaculty. Creation
n of custom pages and aapplications,, re‐architecture of the existing navigation, and integraation of the W
Web 2.0 pro
oduct with ollaborative effort existing PeopleSoft applicationss will be a co
between Intrasee a nd the Univeersity of Akrron IT staff aand approprriate represeentation from
m the students, staff and faculty. • Sp
pringboard! Intrasee
e will providee knowledgee transfer th
hrough trainiing and demonsstration perm
mitting UA staff to proviide ongoing support and
d develop
pment. We hhope to launch this projeect during th
he Spring semeste
er 2010. After sixx semesters of deploymeent, the Springboard leaarning manage
ement system
m continuess to enjoy inccreased adoption by faculty aand student s. As of De
ecember 20009, there aree: •
•
•
2,45
57 active couurse sectionss, 24,0
012 unique sstudents in aactive coursee sections, and 23,6
603 unique sstudents who
o have loggeed into Sprin
ngboard since Sept. 11, 22009. To supp
port this rapiid increase in
n usage, Insttructional Seervices has institute
ed a distribuuted supportt model thatt assigns Tierr 1 and 2 issues to
o the Zip Suppport Center with rapid escalation o
of complex issues to
o Tier 3 suppport. Through
h an investm
ment in crosss‐training, th
he number o
of personnel able to provide Tierr 3 support (primarily for faculty) has been increase
ed. This apprroach in com
mbination with expanded online and
d self‐pacced instructioonal resourcces providess greatly incrreased capacityy to managee the next ph
hase of grow
wth. ASSESSMENT Metrics that measu re ITS utilizaation and im
mprovement against targets.
• ITTS Metrics The mosst current ITTS metrics avvailable at th
he time of th
his report are attached. If a line it em does nott have a targget, the mettric is intended to indicatee the amoun
nt of work or activity being delivere
ed. Lines wit h targets ind
dicate levelss of performance we strive to
o achieve. 7|ITS UPDATE
ITS DEPARTMENT SCORECARD – NOVEMBER 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)
NOV.
TARGET
*15
N/A
*16
>64.8%
N/A
N/A
N/A
N/A
N/A
<2%
N/A
N/A
*17
NOVEMBER
OCTOBER
SEPTEMBER
4028
25s
81%
2946
4379
3302
3567
74
6%(249)
391
3576
4547
25s
82%
3071
4595
3440
3755
257
6%(279)
461
4367
6519
35s
81%
3744
5527
4180
4551
56
13%(521)
1898
3895
100%
100%
100%
100%
100%
100%
99.9%
99.9%
N/A
0
100%
359 / 210
100%
342 / 217
100%
331 / 216
N/A
N/A
N/A
165,285
52,029
168
164,137
51,046
153
10,625,318
163,690
50,563
46,696
10,814,220
54,297,824
43,945,811
90.24%
89.01%
100%
99.9%
99.9%
N/A
N/A
N/A
99.50%
N/A
100%
100%
0
100%
13,099
100%
100%
0
100%
11,093
100%
100%
0
100%
7,263
100%
100%
0
N/A
N/A
N/A
N/A
2,737,989
293,253
734,162
33,156
3,047,060
311,576
778,926
32,698
2,851,322
298,924
434,786
33,077
144
63.5
0
14
125
83.75
0
20
125
64.5
0
44
516 Atomic
Learning
tutorials
2,802 tutorial
hits; 611 Atomic
Learning
tutorials
2,487 tutorial
hits; 1,233
Atomic Learning
tutorials
1,381
100
45
N/A
N/A
1,000
8|ITS UPDATE
ITS DEPARTMENT SCORECARD – NOVEMBER 2009
NOV.
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
(15,586 students)
Financial Aid
(6,103 students)
Payment
(6,798 students)
Refund
(4,842 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
Total Unique Users
*10
*11
OCTOBER
SEPTEMBER
N/A
N/A
77,270
910
75,760
922
86,071
910
N/A
205,937
210,803
162,813
N/A
N/A
28,134
26,429
26,249
1,038
4,283
1,868
2,468
137
7,703
14
495
224
2,801
117,063
15,676
407,174
1,220
4,631
1,683
2,974
157
8,026
59
331
162
3,034
73,645
10,321
94,597
1,308
5,026
2,082
2,820
134
7,746
24
249
1
1,432
3,520
1,477
17,065
31,559
34,941
2,252
378
20,145
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
885
3,626
1,834
430
5,890
1,904
592
375
177
40
18,342
4,086
N/A
N/A
N/A
N/A
N/A
N/A
N/A
*12
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
N/A
N/A
142,894
8,352
19,407
5,480
416
1,550
1,224
22,818
9,017
7,051
6,100
13,817
12,428
2,879
180
17,412
176,463
145,173
6,731
20,972
3,203
384
2,390
1,729
14,282
4,357
4,503
2,839
N/A
N/A
N/A
N/A
3,659
2,257
423
6,339
3,904
2,059
424
6,387
N/A
N/A
N/A
N/A
N/A
N/A
592
375
177
40
19,437
4,417
592
375
177
40
19,622
4,218
*1
9|ITS UPDATE
ITS DEPARTMENT SCORECARD – NOVEMBER 2009
NOV.
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
NOVEMBER
OCTOBER
SEPTEMBER
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
35,617
6,689
124
116
8
30,687
9,274
181
27
154
9,833
1,705
695
125
570
39,061
6,938
124
116
8
37,412
10,206
181
27
154
10,288
1,680
695
125
570
37,694
7,082
124
116
8
46,615
11,185
181
27
154
10,613
1,830
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1,709
2,536
23,375
14
19
501
2375
1,929
2,604
14
19
501
2643
1,938
2,518
9,748
14
19
501
2429
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
131
124
7
1
9
0
129
N.A
24,872
37,793
21,007
131
124
7
1
7
0
129
N/A
24,265
37,198
20,564
133
125
7
1
7
0
131
N/A
24,663
36,266
19,834
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