Info
ormatiion Teechnology SServicees Re
eport to the
e Board off Trustees
June 15, 20111 In
nformation Technologyy Services Jun
ne 15, 2011
(Prepareed May 25, 20011) STUD
DENT SUCCEESS Commiitment to Exxcellence •
The new
w innovatio n tool, Golden Ideas, co
ontinues to ggenerate ideas and com
mments. Th e topic of th
he initial cam
mpaign was SStudent Successs with a focuus on generaating ideas that would help us bette
er prepare
e students t o find jobs aafter graduattion. C
Campus‐wide
e Innovation
n: Golden Id
deas With th
he campus‐w
wide launch,, several ideaas were imm
mediately posted by memberrs of the University community, though not all were fo
ocused on thhe advertised campaign. To date
e, over 40 id eas have beeen posted aand discussed. Amongg the ideas: •
Teacher Feeedback •
More eveniing and weeekend hours for adult leaarners •
More tutorss and betterr resources/locations forr them •
New Rec Ceenter prograams to encou
urage worko
outs •
Repeat Onee ‘C‐‘ Coursee for free This summer will foocus on refin
ning the top ideas to enssure they possesss the necesssary compon
nents for imp
plementatio
on. To assisst in the enggagement, m
members of tthe Student Success Workin
ng Group havve been invited to be “EExperts” with
hin the site. These u
users will briing their ow
wn insight and suggestion
ns to the conversation. This expert engaagement willl aid the com
mmunity in building truly innovvative ideas.. he help of thhese expertss, the goal is to identify tthe top Student With th
Successs ideas and ffind one thaat could be im
mplemented
d. Once th
hat idea is iddentified, wee anticipate that a new ccampaign will be laun
nched. This nnew campaiggn may emeerge from the abundance of ideas already posteed or be possed by someone in the U
UA communiity. Golden
n Ideas can bbe accessed at www.uakkron.edu/ideeas. A UA ID and PA
ASSWORD ar e required ffor login. Along w
with the prim
mary Golden
n Ideas site, a feedback ssite was set up at httpss://feedbackk.uakron.spiigit.com 2|ITS UPDATE
•
SStudent Tech
hnology: A taablet PC for sstudents mySparrk expects too deliver thee tablet devices for UA to test by the
e end of June. The orrganization h
has applied to Desire2Leearn (D2L), tthe er of the system we use for online in
nstruction delivery, for provide
membe
ership in thee D2L Partneers Program. They believve they need
d to become a developm
ment partneer with D2L sso they can sset up a servver o interface in
nto their instancce and build the softwarre support to
system. The pro
oject team hhas met with
h faculty, adm
ministratorss, and recruitters at the C
College of N ursing to explore interest in the myySpark tablett eas in the cuurriculum wh
here the mobile device w
would be a ffit and are
with te
eaching practtice and pro
ofessional usse. Positive rresponse witth some targets has bbeen identified. Similar discussions with College
es of Business and Nuursing are peending. Informaation on texxtbooks requ
uired for the programs, rrelated optio
ons and Diggital Rights M
Managemen
nt (DRM) issu
ues are being considered
d. DRM iss similar to “ccopyright” isssues, but reefer to digitaal work inste
ead of pape
er. GLOBAL RELEVA
ANCE Develo
op Dynamic aand Globallyy Relevant P
Programs •
The Un
niversity of A
Akron continues to support Lorain’s PeopleSoft ERP post “ggo live” envirronment and
d operate ass a host for rrunning the PeopleSoft applicattion. Develo
opment and infrastructu
ure support continu
ues to be proovided for sttudent, finan
ncial and human capital
manage
ement appliications. SShared Servicce: Ongoing support; ccombine tech
hnical and fu
unctional u
units Luminaa Grant: A shared servicce workshop
p was held att UA and conduccted with meember institutions from across the U
United State
es includin
ng Indiana, C
California, M
Minnesota, W
Wisconsin, Co
olorado, Arizonaa, Kentucky, the Lumina Foundation
n, and the Oh
hio Board off Regentts. The purpoose was showcasing and
d discussing the shared service model betw
ween Lorain County Com
mmunity College (LCCC) and UA. Ne
ew working relationship
ps were form
med for the p
purpose of continu
uing the dial ogue. Steadyy State: Projeects, milesto
ones, and tarrget dates w
were defined for LCC
CC to achievee steady statte with theirr new implem
mentation o
of PeopleSoft. Steadyy state is deffined as retu
urning to normal operatiions followinng the comp
pletion of an implementaation. Key factors in achievingg steady statte include op
perating thee application d UA supportt, implementing project independent of connsulting and
ement, postt‐implementtation configguration setu
up review, and manage
comple
eting converrsion data cleeanup. 3|ITS UPDATE
•
C
Curriculum A
Approval Pro
ocess Review
w The pro
oject team hhas met with
h most of thee colleges to
o verify theirr curriculum processs flow and is beginning tto implemen
nt the flows iin the system. Each U
UA college w
will be participating in th
he testing processs. In addittion, the teaam has been
n accepting ffeedback on the new system and identifyying potentiial enhancem
ment requessts, prioritizing those rrequests, andd determinin
ng which sho
ould be implemented along w
with the colleege‐level en
nhancements. DISTTINCTION Facilitaate Faculty D
Developmen
nt and Succeess by Expan
nding Clusters of Interrdisciplinaryy Teaching aand Research •
Our online deliveryy system, wee call Springb
board, was u
upgraded to Version
n 9.2 on Mayy 11. This veersion boastss many new features and improvvements, inccluding: D
Desire2Learn
n (Springboaard) •
TTime and Lab
bor/Absence
e M
Management ƒ
The
e ability for sstudents and
d faculty to p
post to discu
ussions from
m a mobile ddevice ƒ
Draamatic improovements to
o rubrics for both studen
nts and faculty ƒ
Inte
egrated aud io recordingg capabilitiess from within
n multiple are
eas of the Leaarning Envirronment and
d ePortfolio
ƒ
Sign
nificant enhaancements tto the Pagerr ƒ
New
w release coonditions, inccluding userr enrollmentt dates and rub
bric scores ƒ
The
e ability to g rade quizzess by question, including blind grading for essaay questionss ƒ
Inte
erface improovements to
o both the Leearning Objeect Rep
pository andd the ePortfo
olio On Aprril 27, the Booard approveed the award
d to implem
ment PeopleSoft’s Time aand Labor and Absence Management modules to diately on a M
Master Servvices Ciber, Inc. Work beegan immed
Agreem
ment and a SStatement off Work with Ciber. Whille those step
ps are und
derway, trainning facilitattors for the A
Absence Maanagement module
e have been contacted ffor acceptab
ble training d
dates. We are
e finalizing p roject teamss and comm
mittee memb
bers. Once set‐
up and organizatio nal issues haave been co
ompleted, wee will nate logisticss and timelin
nes with Cib
ber. An official project coordin
kickoff will be annoounced in th
he coming weeks. 4|ITS UPDATE
ENGAGEMENT •
Build and Sustain Vital Relationships and Partnerships Governance and Project Management Training was provided in June for team members associated with the pilot projects involved with the new processes. Feedback from this initial training will be used for final development of training for the rest of the IT project, portfolio managers, and the members of the governing committees. This training will be provided in June with the expectation that all projects will use the new process. As new projects are initiated, they will be using the new process and tools. The new process will help to improve the selection and prioritization of all IT projects. Incorporating the use of software to manage the process will help improve it as well. •
Regional Information Technology Exchange (RITE Board) A report titled Northeast Ohio Information Technology (IT) Workforce Report published late 2007 concluded that over 5,000 IT jobs in NE Ohio go unfilled each year. To address this issue, a group of CIOs from Eaton, Smuckers, Sherwin‐Williams, American Greetings, Cleveland Clinic, NEOSA and UA formed the RITE Board to address the issue. Current activities of the Board include: •
•
Developing outreach materials to educate elementary, middle school and high school age students and their parents about the positive prospects IT careers offer. Developing a portal that employers can use to post internship, coop and full‐time employment opportunities. The information from the portal will be sent to the universities, selected by the employers, electronically. 5|ITS UPDATE
COM
MMUNITY Promotte Vibrant aand Engagingg Environmeents and Faccilities •
Nolij is the system we’ve selected which w
will enable uss to convert many o
of our paper documents to electronic images. W
Working grou
ups have be
een formed to: • Assess the iimplementaation of the N
Nolij Connecct module. This module wil l permit users to access Nolij docum
ments directly from PeopleeSoft, savingg time. • Define the ddocument sharing frameework that w
will ensure the highest leveel of documeent continuity for Nolij u
users, while preserving necessary document security. N
Nolij (Docum
ment Imagingg) UA has been askedd to present at Engage 2011 (Nolij’s Annual Confere
ence) to shoowcase the ssuccess of ou
ur recent up
pgrade. •
R
Recruiting So
olutions: e‐R
Recruiting On Mayy 16, the prooject moved
d onto Phasee II, which involves the implem
mentation off the functionality provid
ded in the PeeopleSoft Recruitting Solutionns module. TThe implemeentation phaase is schedu
uled to continnue with a ““go‐live” dep
ployment in late Septem
mber for the hiring of staaff and full‐time faculty. Recruitting Solutionns is a web‐aaccessible, online system
m that will he
elp to streaamline and aautomate th
he recruitingg and hiring p
process for open positions at tthe Universitty. •
C
Contributor R
Relations As prevviously reporrted, the Un
niversity is in
nvestigating new technologies to suppport donorr relations (C
Contributor R
Relations). The objjective is to overcome software limitations to enable greate
er interaction with aluumni and friiends of the University aand to create
e more collaborationn with variou
us constituencies within the Universsity by using more centtralized dataa. plete. To datte, the shortcomings of tthe The asssessment is nearly comp
PeopleSoft applicattion have beeen documeented, third p
party functio
onality that w
would enhan
nce UA abilitty to increase giving wass identifiied, and the future viabiility of the PeopleSoft ap
pplication byy Oracle was determ
mined. Final in
nvestigation into an alterrnative soluttion (Blackbaud applicaation) is undeerway. Oncee completed
d, the busineess case will be made aand a recom mendation w
will be put fforth to senio
or manage
ement. 6|ITS UPDATE
INTEEGRATED PLA
ANNING Achieve Measurab
ble Success
• C
Campus‐wide Schedulingg: Series 25 Academ
mic scheduli ng is progressing toward
ds a Fall laun
nch for processsing academ
mic schedulin
ng for Springg 2012. Resultss of the acaddemic schedu
uling testingg scenarios h
have been forward
ded to The O
Office of thee Provostt. The Provoost will makee decisions regardingg the approaach demic sched uling going to acad
forward
d. Event SScheduling iss progressingg toward
d a summer llaunch for booking and sched uling of non
n‐
academ
mic events, sspaces and resourcces. •
G
Graduate Sch
hool Processs Im
mprovemen
nt A series of process enhancemeents are bein
ng implemen
nted to improvve various Grraduate Scho
ool processees. These include: •
Graduate Scchool Applicaation Automated storage of G
documents into Nolij •
workflow pro
ocessing for Graduate Evaluation Electronic w
forms •
Automatic ddepartmenttal notificatio
ons ount of staff time currently These ssteps will heelp reduce a sizable amo
spent o
on preparati on and proccessing of their respectivve documents. •
O
Ongoing Work Followiing is a list oof some of th
he activities ITS is engaged in that arre ongoing. More det ail will be prrovided in fu
uture reports. •
•
•
•
•
•
Online Learnning Data Warehoousing / Busin
ness Intelligence eTextbooks
Faculty Efforrt Reporting
Faculty Laptoop Replacement Making Com
mputer Labs V
Virtual, so stud
dents can acccess from anywhere • ITTS Metrics The mo
ost current ITTS metrics aavailable at tthe time of tthis report are attache
ed. If a line ittem does no
ot have a tarrget, the metric is intend
ded to indiccate the amoount of workk or activity being deliveered. Lines w
with targetss indicate levvels of perfo
ormance we strive to ach
hieve. 7|ITS UPDATE
ITS DEPARTMENT SCORECARD – APRIL 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
APRIL
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
APRIL
MARCH
FEBRUARY
4637
51s
87%
5461
5543
4486
4844
73
13%(619)
1436
2898
5090
37s
84%
3845
5574
4284
4656
24
8%(385)
1552
2463
4248
1m03s
85%
3154
4966
3895
4213
64
18%(777)
1450
2346
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
99.995%
100%
410 / 210
0
100%
411 / 213
0
100%
386 / 188
0
221740
38813
120
8878712
219514
38430
118
8997075
218615
36700
117
7798832
212
325
344
0.01%
0.01%
0.01%
N/A
N/A
N/A
100%
100%
100%
99.50%
N/A
100%
100%
0
16,746
100%
100%
0
18,562
100%
100%
0
17083
100%
100%
0
N/A
N/A
N/A
N/A
3,005,516
316,039
819,999
36,635
3,189,973
326,729
767,825
36,206
2,961,101
307,303
745,809
35,139
64
147
134
100
45
N/A
N/A
134
49
N/A
9
153
84.75
N/A
10
217
57
N/A
14
1,000
383 Atomic
Learning
tutorials
526 Atomic
Learning
tutorials
566 Atomic
Learning
tutorials
8|ITS UPDATE
APRIL
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
(6,739 students)
Financial Aid
(567 students)
Payment
(5,874 students)
Refund
(519 students)
Waiver
(367 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
APRIL
MARCH
FEBRUARY
N/A
N/A
121,489
938
126,725
939
74,428
931
N/A
227,623
190,932
139,733
N/A
N/A
29,956
28,609
26,854
2,349
2,486
1,252
2,907
117
10,046
10
324
97
1,843
92,425
12,286
2,936
3,603
1,914
3,702
180
12,754
36
485
336
2,144
55,189
9,179
2,069
2.899
1,784
2,757
162
9,669
18
542
218
1,798
13,612
3,985
96,984
35,364
6,608
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
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
6,781
14,404
1,467
187
14,267
95,026
78,013
2,022
13,509
1,180
302
14,975
11,696
22,922
9,162
1,345
878
2,863
13,816
1,419
263
8,066
34,354
15,906
3,294
12,749
2,243
162
13,501
12,050
3,986
2,392
1,978
1,186
N/A
N/A
N/A
N/A
4506
2708
463
7677
4720
2744
463
7927
4714
2825
463
8002
N/A
N/A
N/A
N/A
N/A
N/A
605
390
175
40
11288
3476
605
390
175
40
10740
3417
605
390
175
40
10369
2756
N/A
N/A
N/A
N/A
N/A
N/A
N/A
*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
APRIL
TARGET
*8
APRIL
MARCH
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
796
129
667
33452
6849
132
127
8
8155
3974
197
27
170
8566
1494
796
129
667
30083
6744
132
127
8
18056
6467
197
27
170
7242
1456
796
129
667
27761
6351
132
127
8
18869
6620
197
27
170
6740
1399
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1736
3,459
25,239
63
90
4528
2639
1924
3,454
25,915
63
90
4528
2421
1691
3,451
26,191
58
85
4359
1460
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
183
125
4
1
4
1
54
N/A
33043
1204
785
183
125
4
1
5
0
54
N/A
32777
1245
733
182
124
4
1
4
0
54
N/A
32647
468
698
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
11 | I T S U P D A T E