Information Technology Services Report to the Board of Trustees September 21, 2011 In
nformation Technologyy Services September 21, 20111 (Prepared
d August 25, 22011) STUDENT SUCCEESS Commiitment to Exxcellence •
Golden
n Ideas is a roobust onlinee suggestion system thatt engages students in focusedd improvement initiativees called cam
mpaigns. Th
he initial ccampaign, Sttudent Succeess, concluded this summer. The Student Success W
Working Grou
up is evaluating the 60 p
plus ideas to determ
mine which should be preesented to U
UA leadershiip for conside
eration. C
Campus‐wide Innovation
n: Golden Ideas The plaan is to run aa total of fou
ur campaigns throughou
ut the Fall Semestter. Two willl be run simu
ultaneously for two mon
nths (Sept/O
Oct), then annother two ccampaigns w
will replace them for two
o monthss (Nov/Dec).. Topics for these ca mpaigns aree still being d
discussed, th
hough the plan is to foccus at least ttwo, if not aall, of them o
on student services issue
es. For exaample, we coould exploree the new stu
udent orienttation proce
ess with incoming freshmen or wee could look at accessibillity issues. T
The projectt team’s plann is to identiify campaign
n topics from
m improvement ideas submitted too Golden Ideaas during the summer. Key to running the success of tthis project iis identifyingg and recruitting sponso
ors who will ttake ownersship of the id
dea/question/topic and committ resources tto suggestio
ons provided
d in the camp
paigns.
•
The Un
niversity is w
working to create a hosteed, virtualizeed computerr lab on tthe internett by Octoberr 2011. LLab Virtualization In this p
plan, the Unniversity provvides an “alw
ways on” remote hosted
d computer environm
ment that en
nables studeents, faculty,, staff, and contracct professionnals to gain aaccess to software and ttools necesssary to acco
omplish its accademic misssion of education, teaching, and researcch from any location. In the ffirst phase oof this projecct, a third party will provvide internett‐
based aapplications that studen
nts wouldn’t normally haave access to
o without going to a computer laab. The higgh‐level goalls for the pro
oject includee: •
•
•
Provide virttualized com
mputer lab en
nvironment that provide
e access from
m anywhere. Allow for “aalways on” rremote. Reduce phyysical compu
uter lab spacce. 2|ITS UPDATE
GLO
OBAL RELEVA
ANCE Develo
op Dynamic aand Globallyy Relevant P
Programs •
SShared Service: Ongoingg support; ccombine technical and fu
unctional u
units The sup
pport of Loraain’s PeopleeSoft develop
pment and infrastructurre for stud
dent, financiial, and hum
man capital m
managementt application
n continu
ues. The pro
oject to brin g LCCC’s imp
plementatio
on to a stead
dy state is expecte
ed to be com
mpleted by tthe end of Seeptember. Much o
of the work hhas been completed and
d, in particular, the depend
dence on hirring consultaants to support the application has been dramatically reduced. The few tasks that remain include implem
menting projeect management, comp
pleting conveersion data cleanup
p, and traini ng newly hirred businesss analysts to
o support the
e applicaation. LCCC re
ecently reorgganized its d
department for informattion technology. A new
w director waas hired, thee departmen
nt was reorgan
nized in an eeffort to provide better ssupport, and
d some stafff downsiizing took pl ace. The nexxt step with shared servvices is to wo
ork with the business un
nits to dete
ermine whichh units (e.g.,, HR, purchaasing, IT, etc..) will be combin
ned as a partt of our proo
of‐of‐concep
pt. We will also begin working on a quantified
d business caase to inform
m this deccision. 3|ITS UPDATE
•
The Faculty Laptop Refresh committee has finalized and published (www.uakron.edu/it/laptop‐refresh/index.dot) specifications for the new technology. Faculty Laptop Refresh Developed with input from faculty members, the basic configuration of the new technology will be offered at no cost to departments. This configuration will meet the computing needs of most of the faculty. An advanced configuration, featuring a faster processor, more memory, a larger monitor (Apple version only), and other enhancements will also be offered. If a faculty member selects this configuration, the department will pay the difference between the basic computer and this “advanced” option. An RFP was issued to Fujitsu, Dell, Lenovo, HP (Gartner’s Tier I vendors), and Apple on August 11. As of this writing, we are still awaiting responses, which are due August 26. Once responses are received, the committee will select a vendor and begin preparing documents for the Board of Trustees. An abbreviated version of the projected timeline is as follows: •
•
•
•
•
•
•
•
•
•
•
Sept. 2: Issue Pre‐Board of Trustees documentation/recommendation Sept. 5: Memo to Dean requesting laptop choices and distribution Sept. 13: Develop distribution list Sept. 13: Create draft requisitions and delivery schedule Sept. 21: Submit to Board of Trustees for approval Sept. 21: If approved, issue Purchase Order(s) Oct. 10: Receive first shipment Oct. 17: Begin deployment to faculty Oct. 17: Refurbish old Dell D630 laptops and MacBook Pros Nov. 14: Begin redeployment of used laptops to Part‐Time Faculty Dec. 31: Complete deployment of new and refurbished equipment. 4|ITS UPDATE
DISTINCTION Facilitate Faculty Development and Success by Expanding Clusters of Interdisciplinary Teaching and Research •
The University plans to expand our online offerings to reach underserved markets. Our research indicates traditional universities are only serving twenty‐seven percent of the students desiring more education. Our online initiative will target the other seventy‐three percent of the market, which are largely adult students. The key to success in the online environment is being able to offer 24/7/365 student support services like recruiting, advising, tutoring, financial aid, tech support, etc. Since our current student services are designed to support traditional students and the cost to expand them to 24/7 would be prohibitive, we have decided to look to a third party to provide these services. An RFP was issued for eLearning Technology Infrastructure and Administrative Support Services. We are seeking a full‐service, online solutions provider that will be dedicated to helping UA create and expand our educational offerings. Online (eLearning) Learning The University is seeking one vendor that is able to demonstrate its ability to deliver comprehensive and best‐in‐class scalable technology infrastructure and services. The vendor should be able to provide an innovative and unique combination of programs, technology, services and strategies, along with associated research plans and investments. The comprehensive solution will include: •
•
•
•
•
technology solutions technical support services course design and implementation services recruitment and marketing strategies services and project management The program will be dedicated to serving the needs of the University's online education population. The RFP was issued on August 4. On August 30, the RFP team is scheduled to meet, compare individual scores, and make a decision. •
Time and Labor/Absence Management A Fit/Gap analysis for the Time & Labor/Absence Management project was recently reviewed by the Joint Steering Committee and Oversight Committee. The assessment culminated with an approval to begin configuration work on August 15. Gaps will be addressed and pilot areas for implementation will be refined. The initial focus will be on Absence Management rules for exempt employees. 5|ITS UPDATE
ENGAGEMENT •
Build and Sustain Vital Relationships and Partnerships Governance and Project Management Project management training has continued throughout the summer for anyone interested in becoming a project manager. The Project Management Office hosted brown bag sessions to provide an overview of the project management process and associated tools. As new projects are initiated, they will use the new process and tools. The new project management process will help to improve the selection, prioritization, and implementation of all IT projects. COMMUNITY Promote Vibrant and Engaging Environments and Facilities •
The transition to the online recruiting process is now scheduled to occur on October 24. Recruiting Solutions: e‐Recruiting An adjustment in the implementation date was deemed necessary as project resources were required to complete other initiatives. As the go‐live date approaches, Human Resources (HR) will notify the University and outline a schedule for posting positions. At present, HR plans to take down the online site on October 21 to make the transition to the new system. Training on the new system is scheduled to begin the week of October 10. Training will focus on specific areas of the new software. Training dates will be provided in the near future. Also, an overview of the entire process will be provided by HR, which will offer two demos of the system in mid‐October. •
Software‐as‐a‐Service Investigation for Human Capital Management Due to significant increases in the cost of owning PeopleSoft applications, the end of the technology architecture life span for Enterprise Resource Planning (ERP) applications like PeopleSoft, and the opportunity Software‐as‐a‐Service (SaaS) creates for rapid adoption of shared services, an assessment is being conducted to determine if it is a cost effective replacement for the existing Human Capital Management (HCM) application. HCM consists of human resources, benefits, and payroll applications. The term used to describe the new application architecture and delivery model is Software‐as‐a‐Service (SaaS). SaaS products, such as Workday Human Capital Management (HCM), provide lower total cost of ownership and improved quality of service. Several meetings have been conducted with Workday, developer of an HCM SaaS application for higher education. A study of the business case is underway to determine the cost and benefits for adopting the package at UA. 6|ITS UPDATE
INTEGRATED PLANNING Achieve Measurable Success • Campus‐wide Scheduling: Series 25 The Office of University Scheduling is completing final system configurations for the launch of the campus‐wide scheduling system. Training has taken place for the event schedulers and their teams. Training will be available to academic schedulers in late September in order to meet the Fall launch for processing academic course and space scheduling for Spring 2012. Communications to the campus community are being coordinated with the Office of the Provost to inform the campus about the new scheduling system and its features. •
Ongoing Work Following is a list of some of the activities ITS is engaged in that are ongoing. More detail will be provided in future reports as new information warrants. •
•
•
•
• ITS Metrics Data Warehousing / Business Intelligence eTextbooks Faculty Effort Reporting Integrator University 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 – JULY 2011
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
JULY
TARGET
*1
N/A
*2
>64.8%
N/A
N/A
N/A
N/A
N/A
<2%
N/A
N/A
*3
100%
99.9%
99.9%
99.9%
99.9%
N/A
0
N/A
N/A
N/A
JULY
JUNE
MAY
5835
1m15s
92%
5201
7210
6155
6626
91
17%(724)
1639
523
5993
1m12s
88%
5107
6473
5332
5669
175
19%(900)
733
679
5707
2m12s
84%
5730
6239
4956
5281
46
25%(1411)
1052
890
100%
N/A
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
426 / 219
0
99.48%
416 / 215
0
100%
411 / 212
0
225994
48255
123
7713945
224700
45056
120
8067437
223046
40763
121
7870564
415
288
256
0.01%
0.01%
0.01%
N/A
N/A
N/A
100%
100%
100%
99.50%
N/A
100%
100%
0
12,019
100%
100%
0
12,029
100%
100%
0
15,972
100%
100%
0
N/A
N/A
N/A
N/A
2,168,706
214,021
474,636
35,513
2,192,617
229,700
446,887
33,557
2,461,588
248,937
707,013
37,717
N/A
0
57
68
100
45
N/A
N/A
116
62.25
N/A
4
133
71.5
N/A
5
89
56.75
N/A
9
1,000
455 Atomic
Learning
tutorials
423 Atomic
Learning
tutorials
208 Atomic
Learning
tutorials
8|ITS UPDATE
JULY
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 loaded: Grad
Admissions applications loaded: Law
Admissions applications loaded: 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
(20,572 students)
Financial Aid
(2,077 students)
Payment
(6,111 students)
Refund
(1,804 students)
Waiver
(406 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 Managed 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
*4
*5
*6
JULY
JUNE
MAY
N/A
N/A
137,427
888
126,086
878
148,099
954
N/A
212,257
193,850
374,008
N/A
N/A
30,335
28,340
33,546
N/A
N/A
N/A
N/A
N/A
2,700
2,791
1,785
3,305
165
13,747
14
256
53
1,008
41,051
2,994
3,567
2,253
3,706
150
15,132
14
259
57
1,096
40,218
3,261
5,551
1,972
3,775
175
13,663
14
286
59
1,585
50,564
N/A
6,916
6,965
8,861
N/A
15,013
16,243
45,042
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
5,111
11,503
1,512
8,549
23,386
142,431
110,253
4,279
25,189
2,200
510
5,564
4,198
24,730
9,465
2,917
2,074
5,379
15,718
1,660
8,242
27,396
285,125
260,324
3,997
17,638
2,620
546
5,270
4,255
64,037
17,282
2,376
1,467
8,558
31,203
2,408
102,386
13,907
119,814
75,240
8,885
32,331
2,373
985
8,263
5,923
11,817
4,957
5,694
3,298
N/A
N/A
N/A
N/A
3357
2168
468
5993
3773
2230
468
6471
4427
2569
463
7459
N/A
N/A
N/A
N/A
N/A
N/A
612
390
182
40
634
207
612
390
182
40
4915
1078
612
390
182
40
4372
1456
*7
9|ITS UPDATE
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
JULY
TARGET
*8
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
JULY
JUNE
MAY
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
796
129
67
1160
496
132
124
8
672
451
197
27
170
47
31
796
129
667
7699
2024
132
124
8
5543
2326
197
27
170
1350
317
796
129
667
8741
3075
132
124
8
6964
3503
197
27
170
2098
843
N/A
N/A
N/A
N/A
N/A
N/A
N/A
260
977
11,626
11
14
391
518
298
834
11,777
6
8
173
471
273
639
10,474
7
9
165
380
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
212
126
4
1
2
0
81
N/A
25315
2150
692
214
124
4
1
3
0
85
N/A
26043
1944
520
213
124
4
1
2
0
84
N/A
24997
1954
929
Footnotes
*1.
*2.
*3.
*4.
*5.
*6.
*7.
*8.
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
Process Scheduler Stats are cleared weekly.
Total is higher than unique users because individual students may have had more than one transaction.
FAFSA applications for financial aid.
ITS managed clients logged in to the University network in the last 30 days.
Includes UA on-campus rooms and Medina County classrooms. This includes both distance and local use.
10 | I T S U P D A T E