Information Technology Services Report to the Board of Trustees August 3, 2011 In
nformation Technologyy Services Auggust 3, 2011
(Preparred July 11, 20111) STUDENT SUCCEESS Commiitment to Exxcellence •
Alreadyy hundreds oof students, faculty, and
d staff have p
participated in the University’s ne w innovatio
on tool – Golden Ideas. C
Campus‐wide Innovation
n: Golden Ideas The inittial campaiggn, Student SSuccess, gen
nerated dozeens of ideas and suggesttions, includding: •
•
•
•
•
•
•
•
•
Virtual adviising and yeaar around ad
dvising mentorship p
program Interdiscipl inary peer m
STEMMobilles for high sschool studeents who maay come to U
UA Career plannning class fo
or undeclareed sophomores Career prepparedness – give graduaating studentts flash drive
es with interviiew tips, job search adviice, resume templates, e
etc. Healthy eatting with heaalthier foodss Encourage sstudents to take placem
ment tests Learning te chnology wo
orkshop Evening andd weekend ccore requireement classees for adult learners other ideas w
were Througghout the moonth of July,, these and o
evaluatted, refined,, and voted o
on by the Un
niversity com
mmunity. Th
he intent w
was to encourage peoplle who posteed ideas to rrecruit otherrs to help
p refine the i deas and gather supporrt for them. By earlyy August, th e ideas will be vetted byy the campaaign sponsors and sub
bject matterr experts likee those who
o are part of the Student Successs Working G
Group. The id
deas that sho
ow the mostt promise will be forw
warded to seenior managgement for fu
urther consideration. Cash re
ewards are pplanned for tthe top idea. Small rewaards (coffee at Starbuccks, etc.) willl also be givven for particcipation by tthose who post campaiign‐specific iideas as welll as to thosee who provid
ded meaning
gful and con
nstructive coomments. With th
he beginningg of the Fall Semester, a new campaaign will be launche
ed. While thhe subject is yet‐to‐be‐defined for th
he campaign
n, many id
deas alreadyy submitted to the Golden Ideas sitee have the potential to be devveloped as a campaign. The pro
oject team w
will work witth senior maanagement to identify a campaiign. 2|ITS UPDATE
•
SStudent Tech
hnology: A taablet PC for sstudents ITS has continued ccommunicattions with m
mySpark and learned thatt a software glitch hass delayed pro
oduction of the final releease. be delivered to UA by July Producction grade uunits were exxpected to b
24. The
ese devices w
will be rigoro
ously tested by ITS staff to evaluate the fun
nctionality annd features as presented to us by th
he company. Assumiing the devicces meet expectations, ITS will make presentations to instrructors in Nuursing, CBA, and Educatiion to identiify opportunities for fiield testing b
by students and researcch studies byy on, and effecctiveness of tthese mobile faculty of the impaact, utilizatio
devicess on teachingg and learning. GLO
OBAL RELEVA
ANCE Develo
op Dynamic aand Globallyy Relevant P
Programs •
SShared Service: Ongoingg support; ccombine technical and fu
unctional u
units ITS con
ntinues to suupport Lorain
n’s PeopleSo
oft ERP post “go live” environ
nment and ooperate as a host for run
nning the PeeopleSoft applicaation. We are
e continuing to provide d
developmen
nt and infrastructure supporrt for studen t, financial, and human capital man
nagement applicaations. Steadyy State: The ffirst milestone for achieeving steady state at LCC
CC is comple
ete. The number of connsultants sup
pporting bussiness officess use of PeopleSoft at Loraiin has been reduced draamatically. P
Project manage
ement princcipals have b
been put in p
place to man
nage projectts and priorities. Furt her work on
n critical issu
ues such as financial reporting will be thhe focus of the next and final phase of steady state. Steady state is defiined as returrning to normal operatio
ons following the com
mpletion of aan implementation. Keyy factors in aachieving steady state includde operating the applicattion indepen
ndent of consultting and UA support, implementing project man
nagement, post‐im
mplementati on configuraation setup review, and completing conversion data cleeanup.
The nexxt step with shared servvices is to wo
ork with the business un
nits to dete
ermine whichh units (e.g. HR, purchassing, IT, etc.)) will be combin
ned as a partt of our proo
of‐of‐concep
pt. We will aalso begin working on a quanttified busineess case to in
nform this d
decision. 3|ITS UPDATE
•
ITS is working with a committee comprised of faculty members, IT, and tech support personnel to refresh faculty laptops. Faculty Laptop Refresh Laptop computers currently used by faculty are three years old. As the computers age, problems begin to arise and the computers need repaired more frequently. Also, the warranties for the computers are expiring, which will increase UA’s cost of repairs. As part of the process to provide the faculty with new computers, the committee surveyed several other universities to compare their activities to those of UA. The research confirmed that UA is in line with other schools when it comes to providing computing technology to faculty. In fact, the research indicated UA provides a better selection by allowing portable devices and Apple computers. To help guide the committee’s decision, the committee also surveyed UA faculty regarding their computing needs and how computers are presently used – in the classroom, for research, etc. Results of the survey are available online at the project website http://www.uakron.edu/it/laptop‐refresh/index.dot. For the next generation of computers, the committee will look at technology offerings from Tier I vendors as ranked by technology research company Gartner. This includes Lenovo, Dell, HP, Fujitsu and Apple. As of July, the committee was developing a recommendation for senior administrators. If approved, the next step is to develop specifications and issue a Request for Proposal. Currently, the plan is to complete the refresh by December 31, 2011. DISTINCTION Facilitate Faculty Development and Success by Expanding Clusters of Interdisciplinary Teaching and Research •
The Time & Labor/Absence Management project officially began on June 28, 2011, with the Fit/Gap Discovery Phase. A formal kickoff event was held on July 7, 2011. Time and Labor/Absence Management With the help of an external consultant, ITS is identifying how the delivered software can complement and replace UA’s current manual processes for time reporting and leave processing. Next steps include developing Fit/Gap summary documents and a Business Process Review document. 4|ITS UPDATE
•
Athletic Software Transition The Athletics Department currently uses ACS Athletics Software to track students, handle recruiting, and ensure compliance with NCAA rules. The department is not fully satisfied with ACS. As a result, Athletics is moving forward with a new, online software package, JumpForward. To help with the transition to the new, hosted system, ITS is providing project management, training, and communications support. The current timeline will have the new application in place and used by Athletics by the end of this calendar year. ENGAGEMENT •
Build and Sustain Vital Relationships and Partnerships Governance and Project Management Project management training is being provided to the IT project managers, the members of the governing committees, and any potential project team members in ITS . This training is ongoing throughout the summer (June, July and August) with the expectation that all projects will use the new process. As new projects are initiated, they will use the new process and tools. The new project management process will help to improve the selection and prioritization of all IT projects. COMMUNITY Promote Vibrant and Engaging Environments and Facilities •
The project is in the middle of the Phase II stage, which involves the implementation of the functionality provided in the PeopleSoft Recruiting Solutions module. This implementation phase is scheduled to continue through the summer with a “go‐live” deployment in late September for the hiring of staff and full‐time faculty. Recruiting Solutions: e‐Recruiting Design of the web interface was completed in early July and forwarded to IT. A prototype of the new system was on target to be completed by the middle of July. Recruiting Solutions is a web‐accessible, online system that will help to streamline and automate the recruiting and hiring process for open positions at the University. 5|ITS UPDATE
•
Contributor Relations ITS continues to work with the Alumni and Development offices by investigating new technologies to support donor relations. The objective continues to be overcoming software limitations to enable greater interaction with alumni and friends of the University. We also want to create more collaboration with various constituencies within the University by using more centralized data. The assessment of the best approach to improve UA’s contributor relations operation is complete. Work is underway to develop a proposal outlining steps to enhance the contributor relations operation. That proposal is expected to be submitted to senior management next month for review and approval/denial. •
Software‐as‐a‐Service Investigation for Human Capital Management Due to the continuation of significantly increased costs and the end of the technology architecture life span with Enterprise Resource Planning (ERP) applications like PeopleSoft, an investigation was launched into the next generation of computer 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 through standardization of business processes. A SaaS HCM implementation will also make shared services possible in a much shorter timeframe than with today’s other ERP offerings. IT continues to explore this promising new approach while also working to advance shared services among schools in Ohio. INTEGRATED PLANNING Achieve Measurable Success • Campus‐wide Scheduling: Series 25 Plans are underway to launch the campus‐wide scheduling system in mid‐August. The project team has completed system configuration and testing. Training is being developed for additional event schedulers and will be available late July. Academic testing is complete and will meet the Fall launch for processing academic scheduling for Spring 2012. Training for academic schedulers will be available in September. IT is working with the University’s Internal Communications to inform the campus about the new scheduling system and its features. 6|ITS UPDATE
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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. •
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• ITS Metrics Online Learning Data Warehousing / Business Intelligence eTextbooks Faculty Effort Reporting Making Computer Labs Virtual, so students can access from anywhere 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 – JUNE 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
JUNE
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
JUNE
MAY
APRIL
5993
1m12s
88%
5107
6473
5332
5669
175
19%(900)
733
679
5707
2m12s
84%
5730
6239
4956
5281
46
25%(1411)
1052
890
4637
51s
87%
5461
5543
4486
4844
73
13%(619)
1436
2898
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
99.48%
416 / 215
0
100%
411 / 212
0
100%
410 / 210
0
224700
45056
120
8067437
223046
40763
121
7870564
221740
38813
120
8878712
288
256
212
0.01%
0.01%
0.01%
N/A
N/A
N/A
100%
100%
100%
99.50%
N/A
100%
100%
0
12,029
100%
100%
0
15,972
100%
100%
0
16,746
100%
100%
0
N/A
N/A
N/A
N/A
2,192,617
229,700
446,887
33,557
2,461,588
248,937
707,013
37,717
3,005,516
316,039
819,999
36,635
57
68
64
100
45
N/A
N/A
133
71.5
N/A
5
89
56.75
N/A
9
134
49
N/A
9
1,000
423 Atomic
Learning
tutorials
208 Atomic
Learning
tutorials
383 Atomic
Learning
tutorials
8|ITS UPDATE
JUNE
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
(24,482 students)
Financial Aid
(1,472 students)
Payment
(5,736 students)
Refund
(2,102 students)
Waiver
(435 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
JUNE
MAY
APRIL
N/A
N/A
126,086
878
148,099
954
121,489
938
N/A
193,850
374,008
227,623
N/A
N/A
28,340
33,546
29,956
N/A
N/A
N/A
N/A
N/A
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
2,349
2,486
1,252
2,907
117
10,046
10
324
97
1,843
92,425
12,286
N/A
6,965
8,861
N/A
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
5,379
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
9,798
16,062
1,583
1,925
10,981
68,039
51,967
1,200
13,701
722
449
9,429
7,247
12,330
4,627
845
561
N/A
N/A
N/A
N/A
3773
2230
468
6471
4427
2569
463
7459
4506
2708
463
7677
N/A
N/A
N/A
N/A
N/A
N/A
612
390
182
40
4915
1078
612
390
182
40
4372
1456
605
390
175
40
11288
3476
96,984
*5
*6
*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
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
JUNE
TARGET
*8
JUNE
MAY
APRIL
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
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
796
129
667
33452
6849
132
124
8
8155
3974
197
27
170
8566
1494
N/A
N/A
N/A
N/A
N/A
N/A
N/A
298
834
11,777
6
8
173
471
273
639
10,474
7
9
165
380
1736
3,459
25,239
63
90
4528
2639
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
214
124
4
1
3
0
85
N/A
26043
1944
520
213
124
4
1
2
0
84
N/A
24997
1954
929
209
125
4
1
4
1
79
N/A
25722
1204
785
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