Info
ormatiion Teechnology SServicees Re
eport to the
e Board off Trustees
Marcch 23, 2011 In
nformation Technologyy Services March 23, 2011
(Prepareed: March 2, 20011) STUD
DENT SUCCEESS Commiitment to Exxcellence •
The Spiigit innovatioon softwaree dubbed Go
olden Ideas h
had its initial, limited launch in eaarly Februarry. C
Campus‐wide
e Innovation
n: Golden Id
deas The pilo
ot began witth a rollout tto approxim
mately 80 peo
ople, most being sstudents. Thaat group pro
ovided initial comments and ideas. They allso providedd feedback o
on the softwaare and proccess. Golden
n Ideas was oopened to th
he entire cam
mpus in earlly March. The topic off the initial ccampaign waas Student SSuccess with
h a focus on generating ideas thhat would heelp us betterr prepare stu
udents to fin
nd jobs aftter graduatioon. Througghout the pil ot, the committee will rreview the to
ool and its use. Near th
he end of thee pilot projeect, the comm
mittee will m
make a recomm
mendation tto senior management w
whether the University should continue ussing Spigit fo
or the remain
nder of the ccontract or tto disconttinue its use . •
C
Curriculum A
Approval Pro
ocess Review
w The Un
niversity‐leveel system of the Faculty Senate’s Curriculum Proposal Process Im
mprovement Project weent live on Feeb. 14. The new
w Universityy‐level system was approved for usee by the Facu
ulty Senate on Februaryy 3. The old system no lo
onger accep
pts new proposals; howeveer, proposalss already in tthe old systeem will be processsed to comppletion throu
ugh that systtem. Software Training SServices (STSS) developed
d training fo
or the new system. •
Hands‐on trraining sessiions – 1 course for Revieewers and 1 course for O
Originators. Training beegan Feb 8. •
Training is oon‐going •
Online tutoorials and job
b aids are at w.uakron.edu/its/learnin
ng/training/C
Curriculum.php http://www
ng and We will begin imm ediately working on thee streamlinin
pproval proccesses. automaating the colllege‐level curriculum ap
After th
he college‐leevel processes are comp
pleted, we w
will measure the speed o
of new curri culum subm
mission and aapproval to vverify that th
he target o
of less than six months iis met consisstently. 2|ITS UPDATE
•
SStudent Tech
hnology: A taablet PC for all Our vission: Studen t arrives for the first dayy at the Univversity of Akron. Rather thann getting a cllass list ema
ailed to them
m or a thick sstudents binder of all their ccourses room
m location, etc., they gett this device, a fully fun
nctioning taablet PC. Afteer logging in
n with their U
University off Akron IID, the screeen displays "Welcome to
o The Universsity of Akron
n, John D
Doe, all you nneed for youur first day is located righ
ht on this device. Click here tto see your cclass schedule. The stu
udent clicks oon schedule and drills do
own to Engliish Composittion (EC) 10
01. Under EC C 101 is the rroom location with a linkk to a map frrom their cu
urrent locatioon on campus. Right under that is "cclick here for textboo
ok(s) for EC 1101". The stuudent clicks and gets an
n iTunes‐like view off their digitaal bookcase ffor EC 101. H
He then clickks on the textboo
ok and it opeens an eBook. Once in th
he book, there is a pop u
up that ou
utlines how tto use the deevice within the e‐readerr view. Then it guides the student on how to hhighlight, dra
aw, makes n
notes and save hose to an iddeabook, whhich is a perssonalized stu
udy guide on
n all of th
the devvice. This is w
where this ssolution diffeers from justt hardware aas it is a solution strictly andd painstakin
ngly customizzed to enable students tto learn m
more effectivvely and efficciently. With
h the additio
on of a styluss as well as multi‐touchh screen, we make the trraditional taablet PC mucch more vversatile and adaptable tto how studeents work. We are
e actively enggaged to find a vendor tthat can produce the hardwaare and softw
ware requireed to enablee this vision at an acceptaable price pooint. Our seccond meetinng with a ven
ndor with a similar vision, mySpark Techno
ologies (http ://mysparkttech.com/), w
was held in late Februarry. More in
nformation w
will be proviided as we cconduct our research and plannin
ng. GLOBAL RELEVA
ANCE Develop Dynamic aand Globallyy Relevant Prrograms •
The fiftth faculty coohort is comp
pleting the Q
Quality Mattters in Online Course
e Design worrkshop with 12 faculty m
members parrticipating. Facultyy members aare introduceed to onlinee course desiign and delivery best practtices in the w
workshop. Q
Quality Mattters Cohorts (small grouups) are enrrolled in an o
online course in Springb
board, our oonline delivery system, faacilitated byy an experie
enced onlinee instructor. Faculty partticipants revview contentt and complete a serries of activities that hellp to explain
n how to design pecific Qualitty Matters sstandards. an online course thhat meets sp
uality Matterrs Research Advisory Co
ommittee sellected UA’s The Qu
implem
mentation foor a small graant. Four facculty membeers are particip
pating in thiss grant. Resu
ults will be p
presented att the Qualityy Matterrs national coonference in
n Novemberr.
3|ITS UPDATE
•
SShared Servicce: Ongoing support; ccombine tech
hnical and fu
unctional u
units 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 infrastructure support continu
ue to be provvided for stu
udent, financial and hum
man capital manage
ement appli cations. Luminaa Grant. Bot h UA and LC
CCC participaated in a three‐day worksh
hop on socia l media train
ning at the B
Board of Reggents. The trainingg was intendded to provid
de a more ro
obust comm
munication strateggy for gettingg the information out reegarding shared service. New Se
enior Managgement at LCCC. Quentiin Potter waas named the
e new VP
P of Adminisstrative Services at LCCC
C beginning Jan 24. Initial meetings have beeen held to prrovide backgground on th
he shared service arrangeme nt between UA and LCC
CC. Priorities now include
e reachin
ng a steady sstate as quicckly as possib
ble with the PeopleSoft post “ggo live” proceess and reorrganizing thee Governancce Committe
ee. Queuin
ng Applicatio
on. A copy o
of the Advising Queuing (scheduling) application was creeated for LCC
CC and mod
dified to meeet their require
ements. Thiss application allows stud
dents to com
me to campuss, logon to a kiosk in tthe student services areea, determin
ne who they need to
o see, and pllace them in
n the queue to see an ad
dvisor or counse
elor. Phase III: Combinin
ng Business U
Units. Data continues to
o be collecte
ed for dete
ermining hoow to combin
ne IT staffs ffrom the two
o schools. Once comple
eted, some ppreliminary p
projections o
on cost savin
ngs can be made. TThe RFP for acquiring co
onsulting serrvices for Ph
hase II was reviewe
ed by Legal. Responses w
were made and the RFP
P was again returne
ed to Legal ffor review. DISTTINCTION Facilitate Faculty D
Developmentt and Successs by Expand
ding Clusterss of Interdissciplinary Teeaching and Research •
A home
e‐grown appplication, RooQueue hass been develloped to help facilitatte the proceess of checking students into any givven office. O
Office Check‐in Automattion: R
RooQueue The intent is to proovide real tim
me tracking of office waiting lines ass well as automatingg some of the data entryy tasks involvved with a student being seenn. In one instance a pprojected cosst saving of aapproximateely $15,000 n of annually will be reaalized from ttime saving through thee automation
ber of associiated tasks. a numb
RooQueue has beeen released tto five locatiions on campus. A few other in
nstances aree in the workks of deployyment as well as an instancce at Lorain C
County Com
mmunity College. The bulk of the devvelopment o
of this projecct has been ccompleted h the use of f student pro
ogrammers w
within the ITTS Division. through
4|ITS UPDATE
•
D
Desire2Learn
n (Springboaard) UA’s De
esign and Deevelopmentt Services is lleading a gro
oup of three
e instituttions/system
ms – The University of Akkron, Univerrsity of Wiscon
nsin System, and the Min
nnesota Statte Colleges aand Universsities (MnSC
CU) – to deveelop shared training materials for ou
ur Desire2
2Learn (D2L)) online delivvery system. Each in
nstitution reccognized D22L’s (branded
d Springboarrd at UA) new version
n presents ann opportunitty to retrain
n our faculty to increase adoptio
on and to im
mprove faculty understanding of exissting feature
es. Given o
our combineed 21 years o
of experiencce using D2L, we undersstand what faaculty need. However, individually eeach instituttion did nott have enouggh resourcess to develop
p a completee online train
ning packagge. By workinng together we accompllished more and can offe
er more o
options to ouur instructorrs. The gro
oup has idenntified a series of coursees. For each of these coursess, we are deeveloping thee following: •
•
•
•
•
•
•
Competenccies Learning Obbjectives Tasks Step‐by‐steep tutorials w
with screen sshots Quick Referrence guidess Captivate vvideos for each major tool A self‐pacedd online verrsion of the ccourse that iincorporatess the print m aterials and videos, and
d includes acctivities and assessmentts. Given o
our combineed experiencce and insigh
hts, we deveeloped materiaals that are more closelyy aligned witth faculty neeeds. The materiaals are usab le by any D22L institution
n. •
TTime and Lab
bor/Absence
e M
Management Part of Oracle’s PeoopleSoft Entterprise Hum
man Capital Managemen
nt d Labor, is deesigned to su
upport the time suite off applicationns, Time and
reporting needs of a wide rangge of businesss functions on campus. Final re
evisions wer e being mad
de to the Req
quest for Pro
oposal (RFP)), which w
was expecteed to be released in Febrruary. The pro
oposal is struuctured to o
optionally prrovide for the implem
mentation off the Absencce Managem
ment module in conjunction with Time and Laboor. Absencee Managemeent streamlin
nes sick and
vacatio
on tracking im
mproving acccuracy and minimizing aadministrative cost. After discussions w
with Oracle aand other co
onsulting services firms experie
enced with TTime and Lab
bor implemeentations, th
he recomm
mended pra ctice is to im
mplement bo
oth Time and
d Labor and Absencce Managem
ment simultaneously. 5|ITS UPDATE
•
Grants Management: Post‐award An RFP was created to obtain professional services with expertise in implementing PeopleSoft Grants Management Post‐award (e.g., accounting, grants billing, and receivables). It was determined to reject all bids because of the cost of the responses. The project was then split into two components. The first will focus on modifying the chart of accounts to better track grants by project and sub‐project. The second will be to implement post‐awards. The chart of accounts work has started with the completion of this phase expected by June. In March, a new RFP will be drafted to seek consulting support for the post‐award component. ENGAGEMENT •
Build and Sustain Vital Relationships and Partnerships Governance and Project Management A pilot is underway to test the effectiveness and acceptance of the new process and framework to manage all IT projects. As a group of selected new projects began, they used the new process and tools. Training and mentoring for the project managers and project teams associated with the pilots have been completed as well. The governance process related to the selection and prioritization of all IT projects is being refined. Incorporating the use of software will help improve this as well. •
Regional Information Technology Exchange (RITE Board) A report titled Northeast Ohio Information Technology 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. Members of the RITE Board have been meeting with college and university representatives at CSU, BW, LCCC, Stark and UA. To‐date we’ve concluded there were two opportunities to pursue. •
First was to leverage the experiential learning lessons from other colleges, like Engineering, in colleges offering IT courses and programs. •
Secondly, we intend to conduct a 1/2‐day, cross‐college collaboration meeting, with our four colleges that offer IT degrees, to discuss the following: sharing resources, forming a high‐level single/shared advisory board which will give private industry one place to go to influence IT curriculum and implementing formal experiential learning ‐‐ internships/coops into the curriculum. 6|ITS UPDATE
•
SSupport Deskk: Live Chat On March 1, the Unniversity’s Support Centter went livee with a new chat feature to com
mplement itss phone, em
mail, and web
b requests m. The tool w
will be used both at the main campu
us supporrt mechanism
and at Wayne Colleege. Using this free app lication, thee Support Ceenter will be able to chatt live witth people se eking help, ssend an emaail copy of th
he chat, and open tickets. Links to
o the chat feeature are on
n the Support Center's h
home page, ZipLine
e login page, and in the ZZipLine help center. Livee chat will be
e availab
ble wheneve r the Support Center is o
open. After w
working with the Support Center, UA
A’s Student SServices Center will also
o begin usin g the same free chat ap
pplication. Th
his will result in Student Services Ceenter savingg $1,500 it cu
urrently payys for its proprie
etary applicaation. Expansion of the toool is being o
offered to otther studentt support are
eas Campus and tthe Media C
Center. on the main campuus, Wayne C
•
B
Benchmarkin
ng study The Inter‐Universitty Council (IU
UC) Institutio
onal Excellence and Shared Service
es (IESS) projject, which w
was awarded
d to Accentu
ure, gathered
d data fro
om all 14 IUC‐member institutions in Decemberr and Januarry. Initial rreviews of thhe data and report weree conducted in early February. The final report was expected du
uring the firsst week of March 2011. This pro
oject is only an assessment of what services IUC
C member instituttions might sshare to ach
hieve reduced costs and greater efficien
ncies. While it can inform
m decision‐m
makers abou
ut how they might cchoose to prroceed, it is o
only an asseessment. Takken alone, th
his study w
will not prov ide the level of detail to
o enable an o
organization to redesiggn or make cchanges to th
he workforcce. The datta provide bby Accenturee indicates th
he followingg headcount in Informaation Technoology Deparrtments acro
oss the statee: •
•
•
•
•
BGSU–224 Miami–178
Kent–250 OU–206 UA‐177 7|ITS UPDATE
•
C
Contributor R
Relations In orde
er to supportt the ever increasing dem
mand for alu
umni and develop
pment servi ces, a group
p is investigating new tecchnologies to supporrt donor relaations (Contrributor Relattions). The o
objective is to overcome softwaree limitationss to enable ggreater interraction with alumni and friends of the University and to
o create more oration with various constituencies w
within the U
University by collabo
using m
more centralized data. Assessm
ment objectives include but are nott limited to p
projecting what Oracle plans for thee contributo
or relations aapplication, what shortco
omings the eexisting appllication has, and how to best meet tthe shortco
omings in th e most cost effective waay. The reco
ommendations will be aligned withh the Univerrsity’s strateggic objectivees to prioritize the work. CIBER C
Consulting w
was engaged
d to complete a Fit‐Gap A
Analysis for Contrib
butor Relatioons. The con
nsultant mett with teamss from Athlettics, Development, Reseearch, Found
dations, Law
w, Alumni Reelations, and IT during the week off Feb. 28, 20011. The resu
ults of the asssessment were due March 111, 2011. A m
meeting to diiscuss the fin
ndings and mine next steeps was scheeduled for M
March 16, 2011. determ
COM
MMUNITY Promotte Vibrant annd Engagingg Environments and Facilities •
NolijWe
eb, the cam pus imagingg solution, w
was upgraded
d to version 6.3 on Feb. 21, 2011. TThis new verrsion brings a modernizeed approach
h to the software in a trrue web‐bassed model, eenabling the University tto convertt more businness processses to paperrless. N
Nolij Additio
onally, this u pgrade provvides the aveenue into future improvvements andd application
n integration
n to better seerve the nee
eds of its ussers. Software Training SServices is providing training. •
•
•
•
Instructor‐leed training forr existing users began on FFeb. 7 in preparation for upgrade o
over the weeekend of Feb. 18. Training for nnew users beegan the week of Feb 24. Developed oonline trainingg materials fo
or existing useers: http://www..uakron.edu//its/learning/ttraining/Nolijj.php Online trainiing materials include tutorrials on Gettin
ng Started, mplate. Student Recoords Inquiry, Scanning, and Using a Tem
NolijWe
eb currentlyy has over 8550 users acro
oss 108 departments an
nd contain
ns nearly 8000,000 docum
ments. 8|ITS UPDATE
•
Electronic Medical Records The selection committee has reconvened with a new Project Manager to discuss the requirements for the Electronic Medical Records System (EMR). The EMR will enable the University to meet Medicaid’s and Medicare’s requirement to bill for services electronically. Previously gathered requirements have been reviewed and refined to include prioritization and weighting. This will provide a stronger foundation for submission of a new RFP and evaluation of responses. •
Recruiting Solutions: e‐Recruiting With the project team in place, the project had its formal kick off in February. The first phase of the project is a readiness assessment and fit/gap review of the current business process in comparison to the delivered functionality provided by PeopleSoft Recruiting Solutions. This first phase will be completed in March followed by the implementation phase, which is expected to continue until September. Recruiting Solutions is a web‐accessible, online system which will help to streamline and automate the recruiting and hiring process for open positions at the University. INTEGRATED PLANNING Achieve Measurable Success • Legacy Elimination The University of Akron is planning to retire the mainframe by June 2011. The project is progressing on plan. • Campus‐wide Scheduling: Series 25 The few remaining pieces of information needed on the mainframe are being converted and reviewed by the user groups. The Project is targeted for completion by June 15, 2011 and is expected to save the University $300,000 annually. The Enterprise Scheduling Solution Project continues to make great strides. The Office of the Registrar has been working with the Environment for Teaching, Learning, and Research Committee to clarify and refine the classroom scheduling procedures for the new system. The goal is to increase classroom utilization from 50 to 70+ percent. The implementation team is also working to improve Event Scheduling in Athletics, EJ Thomas, the Student Union and the Wellness Center. The goal is to have one place that contains all activities scheduled at the University to improve services provided by all service units (i.e., police, parking, dining, etc.) on campus. 9|ITS UPDATE
• 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. 10 | I T S U P D A T E
ITS DEPARTMENT SCORECARD –JANUARY 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
JAN.
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
JANUARY
DECEMBER
NOVEMBER
6992
1m14s
74%
6168
7815
6357
6885
256
13%(880)
2072
2147
2164
57s
84%
3214
3568
2735
3006
36
6%(180)
488
1061
3381
55s
82%
4170
4794
3578
3926
227
14%(472)
1479
3130
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
384 / 186
0
99.96%
397 / 198
0
100%
414 / 204
0
216907
35526
114
8249561
204918
33708
114
7641014
203760
31664
109
8138555
476
649
1625
0.01%
0.02%
0.05%
N/A
N/A
N/A
100%
100%
100%
99.50%
N/A
100%
100%
0
17429
100%
100%
0
16032
100%
100%
0
17215
100%
100%
0
N/A
N/A
N/A
N/A
3,315,356
323,689
912,905
36,950
2,333,949
246,586
699,777
35,857
3,037,667
328,083
818,744
35,407
167
123
142
100
45
N/A
N/A
137
71.75
N/A
21
70
38.5
N/A
2
152
57.75
N/A
6
1,000
403 Atomic
learning
tutorials
157 Atomic
Learning
tutorials
500 Atomic
Learning
tutorials
11 | I T S U P D A T E
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 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
(14,602 students)
Financial Aid
(20,190 students)
Payment
(14,284 students)
Refund
(14,432 students)
Waiver
(1,173 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
JANUARY
DECEMBER
NOVEMBER
N/A
N/A
160,191
953
93,663
920
96,837
949
N/A
375,320
347,184
215,012
N/A
N/A
33,250
32,371
30,180
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1,901
4,209
2,439
3,032
205
11,503
12
695
401
2,993
45,622
8,347
26,178
1,635
3,310
1,547
3,074
174
12,277
20
669
154
2,506
38,214
7,312
14,732
1,645
2,611
1,845
3,049
159
12,164
12
642
182
4,230
86,699
11,680
24,698
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
8,482
23,273
2,611
2,579
28,223
357,014
176,637
87,677
71,883
19,312
1,505
2,890
2,309
11,389
4,360
67,146
20,188
5,582
25,777
2,251
110,081
13,993
125,220
96,409
2,712
25,312
406
381
1,683
1,265
9,244
3,621
1,620
1,079
9,145
14,172
1,569
211
18,974
173,663
148,552
2,213
21,368
1,110
420
1,506
1,184
10,548
3,920
1,533
1,041
N/A
N/A
N/A
N/A
4665
2887
462
8014
4763
2454
462
7679
4,950
2,948
460
8,358
N/A
N/A
N/A
N/A
N/A
N/A
605
390
175
40
8396
2269
605
390
175
40
3746
1505
627
390
167
70
12,926
3,796
*7
12 | I T S U P D A T E
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
JAN.
TARGET
*8
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
796
129
667
25867
6740
132
124
8
24678
8684
197
27
170
6313
1422
796
129
667
9289
3904
132
124
8
8535
4465
197
27
170
1353
748
775
112
663
34,057
7,552
132
124
8
23,525
7,644
197
27
170
3,637
1,058
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1356
3,332
27,301
50
70
4007
1359
442
3,392
25,226
65
95
4736
721
2008
3,342
26,107
56
86
4580
3308
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
128
124
4
1
5
0
134
N/A
24,108
485
638
127
123
4
1
6
2
135
N/A
23,947
945
532
126
122
4
1
7
2
136
N/A
23,670
729
730
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.
13 | I T S U P D A T E