Information Technology Services Report to the Board of Trustees October 6, 2010

Transcription

1 Information Technology Services Report to the Board off Trustees October 6, 2010

2 Information Technologyy Services October 6, 2010 (Prepared: September 15,, 2010) STUDENT SUCCESS Residence Hall Network (UARH) Bandwidth Digital Media Project Boopsie: mobile applications Commitment to Excellence In a move to ensure the reliability and performance of the University s academic network, Information Technology Services (ITS) created UARH, a separatee residence hall network to provide students with internet access from their rooms. Even with the separate network and increased capacity, it was important that students in the Residence Halls be aware that online movies, gaming, streaming, and other high bandwidth consumption activities slow down the network. In addition, ITS reminded the students not to download and share copyrighted material. To also improve performance of the new network, the University now requires authentication to access UARH. Students log into thee network with theirr UAnet ID and password. This prevents non bandwidth. University people from accessing the network and consuming Design & Development Services has completed the development phase of a collaborative project with library personnel to support faculty who would like to use copyright protected digital media. The implementation enables library personnel to make digital media available to students via our online learning system (Springboard) using Springboard s integrated Learning Object Repository (LOR). The LOR serves as the gatekeeper thereby assuring that students and faculty are able to use the media only for learning and that the media cannot be copied or accessed outside the dates during which the course is offered. This approach is being piloted in Fall 2010 and is on track to be fully implemented in Spring ITS developing an implementation and deployment plan for Boopsie. As previously reported, Boopsie will allow the University to have a fully functional application that will provide access to: Campus mapping and people directory Full library access and course information and reading listss Athletics, calendar/events and shuttle schedule Emergency informationn Blogs and Twitter as well as third party content 2 ITS U PDATEE

3 GLOBAL RELEVANCE Quality Matters Campus wide Innovation Develop Dynamic and Globally Relevant Programs Design & Development Services has developed an online workshop for faculty who wish to learn how to design online courses. Cohorts (small groups) are enrolled in an online course in Springboard facilitated by an experienced online instructor. Faculty participants review content in Springboard and complete a series of activities that help to explain how to design an online course that meets specific Quality Matterss standards. Sponsored by MarylandOnline, Inc., Quality Matters has received national recognition for its peer based approach to quality assurance and continuous improvement in online education. The third faculty cohort completed this training in August. The Quality Matters Research Advisory Committee selected UA s implementation for a small grant. This external recognition of our faculty training approach will reflect positively in any future request to the Higher Learning Commission to substantively change our scope or level of distance education activity. The University of Akron joined the Quality Matters (QM) Ohio consortium in earlyy QM is a faculty centered, peer review processs that awards recognition to well designed online courses. Information Technology Services (ITS) is in the processs of negotiating a pilot of the Spigitt software for The University of Akron. Once we reach agreement with Spigit, ITS plans to run the pilot for a semester to evaluate user interest, the program s effectiveness, and its value to the University. Information Technology (IT) has identified Spigit as the technologyy tool it feels will enable us to tap into the collective genius at thee University. Next steps: Present an overview to the Steering Committee Identify representatives from each Division to serve on an Idea Management committee Finalize contract with the vendor Design and brand the Spigit tool for UA Develop a marketing plan 3 ITS U PDATEE

4 Curriculum Approval Process Review: Timeline revised The Faculty Senate s Curriculum Proposal Process Improvement Project is still on target for a Spring rollout. In the meantime, the old o curriculum proposal system is being used to support program andd course changes during the Fall semester. As previously reported, the remaining timeline is as follows: November: Complete system installation and testing by the first week of November. A pilot rollout will occur during which selectedd users will process live proposals. Training for faculty members will be available by mid Novemberr while the pilot test is underway. December: A general rollout of the new curriculum proposal process will begin on December 7 and be completed by December 15, prior to the start of winter break. January: Effective January 2011, the new system will be operational and will serve as the only curriculum proposal entry system for the University. At that point the old system will be closed permanently and entry of all new curriculum proposals will use the new system. Closing of the old system does not mean that all reviews must be completed at that time. All proposals that are entered into the oldd curriculum database will move through that system until final approval is granted. The University s New Web Pages The web team continues converting University departments and colleges to the new web design. Web Sites Nearing completion Education ITS Engineeringg Arts and Sciences University College Office of General Counsel Student affairs continues to launch sites as they are ready 4 ITS U PDATEE

5 DISTINCTION Springboard (Desire2Learn) Facilitate Faculty Developmentt and Success by Expanding Clusterss of Interdisciplinary Teaching and Research Instructional Services completed the upgrade of our online learning system (Springboard) to version 9 at the beginning of Fall As a next step to the upgrade, Instructional Services is collaborating with The Universityy of Wisconsin and the Minnesota State Colleges and Universities (MnSCU) system to develop a comprehensive training program for faculty. A complete set of training materials is being developed including step by step guides, quick reference guides, overview videos, and critical task videos.. These materials will also be packaged into corresponding online training courses to expand the self servicee training options for faculty. This collaboration across three Desire2Learn sites enabless us to greatly increase the training service offerings for our faculty on a much tighter timeline using fewer UA resources. Springboard's new and improved features include: Improvements to the Navigation Bar, the Classlist, the Manage Files tool, and Rubrics. A new Course Builder that will simplify course development tasks. A new Manage Dates tool that will simplify the maintenance of start andd end dates in the course from term to term. ENGAGEMENT Build and Sustain Vital Relationships and Partnerships Governance & Project management ITS has establishedd a framework and process for selecting and managing projects associated with our PeopleSoft modules. An initiative was completed in September that reviewed the process and the frameworkk needed to manage all IT projects including those for the Computer Operations, Learning Technologies, and Web Development groups. This review focused on improvements and changes to the framework and process as well as the implementation of f tools to help automate and streamline them. These recommend ed changes and improvements will be implemented through the remainder of this calendar year. 5 ITS U PDATEE

6 Shared Service: Ongoing support; combine technical and functional units COMMUNITY Contributor Relations The University of Akron continues to support Lorain s PeopleSoft ERP post go live environment. Development and infrastructure support continue to be provided for student, financial and human capital management applications. Focus is on makingg certain all applications are meeting Lorain s critical business mandates and requirements. Further work to streamline business processes is occurring as resources become available. To date many UA integrations,, modifications, and reports have been provided to LCCC saving the school significant money from havingg to develop the same routines. UA also provides consultation to solvee a number of business problems due to LCCCC being new to the technology. Combining Units: The next phase of the project (phase 2) is being planned. The goal of phase 2 iss to prove we can take business units (i.e., IT, purchasing, payables, etc.) from both schools and combine them into one unitt that will serve both schools, eliminating duplication and thee associated cost. The University is using ScottMadden Inc. to help understand the processs and plan pilots. This firm has a strong history of success inn the public sector, particularly with the federal government. Next steps: A meeting is planned for the senior leadership of The University of Akronn to provide informationn about what shared service is, the benefits it can bring to the institution, why UA should assume a leadership position, where we are in the process, and what w the plan is for going forward. It is necessary in this phase of the project for bringing about a truee shared service organization to involve functional business units. Promote Vibrant and Engagingg Environments and Facilities In order to supportt the ever increasing demand for alumni and development services, a group has begun investigatingg new technologies to support Contributor Relations. The Development Office is putting together a work group that consists of representatives from the Office involved with the current application, key users from other units across campus, and Information Technology Services. The objective is to assess the requirement from each area for a new application and document requirements to take contributor relations to the next level. 6 ITS U PDATEE

7 Electronic Medical Records: Vendors Under consideration INTEGRATED PLANNING ITS Metrics Representatives off the Collegee of Nursing and the Speech Language Pathology & Audiology program identified the need for a system to t automate patient scheduling, patient accounts/billing, and electronic medical records for their clinics. The two areas partnered with IT to research software applicationss that could meet the requirements identified for this project. Other medically oriented programs at the University were included in the discussions. At The University of Akron, the three areas that will use an EMR are Health Services (Division of Student Affairs), Nursing Center for Community Healthh (College of Nursing), and Speech, Lang/Path and Audiology (Summitt College). The committee hass completed the vendor demonstrations and will meet to choose a vendor. The project charter will be submitted for review. The process to identify the best implementation strategy has begun. We are identifying hardware needs for each area and documenting stepss needed to convert the current business process (paper) to the new business process (electronic). This will be a phased in approach with the first targeted area being the Speech, Lang/Path and Audiology office. The vendors underr consideration are e MD, Suite Med, alteer Office, Cerner Power Works, and workflow.com. Achievee Measurable Success 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 w targets indicate levels of performance we strive to achieve. 7 ITS U PDATEE

8 ITS DEPARTMENT SCORECARD AUGUST 2010 AUGUST TARGET AUGUST JULY JUNE DAILY SERVICES PROVIDED Support Center (Help Desk) Number Support Center calls *15 N/A Average Speed of Answer 1m30s 3m12s 2m12s 1 st Call Resolution Rate *16 >64.8% 95% 81% 88% Number of tickets opened by HD N/A Total tickets opened N/A Calls closed within four hours N/A Calls closed first day N/A Calls over one week old N/A Support Center abandoned calls <2% 16%(2051) 16%(1125) 21%(1171) # of Users serviced at walk-in centers N/A # of Laptops checked out at walk-in centers *17 N/A Central Servers (Data Center) Data Center uptime percent (% of posted hours) 100% 100% 100% 100% Mainframe uptime percent (% of posted hours) 99.9% 100% 55% 100% Unix/Linux server uptime percent (% of posted hours) 99.9% 100% 100% 100% Windows/Apple Server uptime percent (% of posted 100% 100% 100% hours) 99.9% Web Server uptime percent 99.9% 100% 100% 100% Total number of virtual/physical servers on platform N/A 376 / / / 203 Total number of data center outages Messaging & Network Total accounts (UAnet IDs) N/A Total active accounts (UAnet IDs) N/A Total forwarded accounts (forwarded off campus) N/A Total s processed (originates internally + originates externally and accepted) N/A Total s filtered (originates externally and either tagged spam/virus or rejected) N/A Percent of s filtered (percent of total mail originating 0.01% 3.24% 4.99% externally either tagged or rejected) N/A uptime percent (weighted by percent users affected) 99.50% 100% 100% 100% Total active network nodes N/A ,189 Data network uptime 100% 100% 199% 100% Wireless network uptime 100% 100% 100% 100% Total number of reported network outages Web Total Web page views N/A 3,066,031 2,266,123 2,118,894 Total unique Web visitors N/A 298, , ,799 Total ZipLine (portal) logins N/A 856, , ,038 Total ZipLine (portal) unique logins N/A 39,095 34,374 32,025 Printing Total print jobs processed 1, Training Total attending and completing class Contact hours for classes One-on-one training sessions N/A N/A N/A N/A Application support one-to-one assistance (tickets) N/A 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) 1, Atomic Learning tutorials and 39 workshop views 929 Atomic Learning tutorials and 38 Atomic Learning workshops 2,631 hit to online tutorials; 571 Atomic Learning tutorials 8 ITS UPDATE

9 ITS DEPARTMENT SCORECARD AUGUST 2010 DAILY SERVICES PROVIDED AUGUST TARGET AUGUST JULY JUNE Critical Application Data Administrative logins PeopleSoft N/A 202, ,970 96,077 Administrative users PeopleSoft N/A Logins to PeopleSoft self-service via ZipLine (students, faculty, staff) N/A 445, , ,572 Number of PeopleSoft users via ZipLine (students, faculty, staff) N/A 35,199 30,185 27,472 NT Process Scheduler statistics *10 N/A App Engine 1,682 1,539 1,644 Crystal 4,067 3,319 4,403 COBOL 2,896 2,073 2,054 PSJob 3,331 2,838 3,394 RoboFTP Script SQR 13,110 13,223 13,638 XML Publisher N/A Admissions applications: Grad N/A Admissions applications: Law N/A Admissions applications: Undergrad N/A 1,103 1,188 1,213 Self-service enrollment requests (by students) N/A 54,235 47,408 39,279 Self-service enrollment requests unique users (students) N/A 9,291 6,454 6,525 Administrative enrollment/maintenance requests (by staff) N/A 32,510 48, ,109 Administrative enrollment/maintenance requests unique students N/A 9,793 5,975 14,589 Transcripts produced N/A 17,643 15,278 16,307 Enrollment verifications produced N/A 3,625 2,029 1,941 Grades posted N/A 8,146 9,211 8,099 Student financials transactions, unique students N/A 30,571 15,634 26,493 Student financials transactions *12 N/A 423, , ,961 Charge (18,380 students) N/A 232,498 97, ,828 Financial Aid (19,275 students) N/A 76,837 4,367 3,910 Payment (17,143 students) N/A 99,193 25,289 15,130 Refund (10,549 students) N/A 12,748 2,110 2,206 Waiver (1,448 students) N/A 1, Financial aid ISIRs loaded *11 N/A 6,044 6,418 5,748 Financial aid ISIRs loaded, unique students N/A 4,247 4,681 4,358 Financial aid award transactions N/A 30,684 28,735 71,082 Financial aid award transactions unique students N/A 9,900 9,287 16,319 Financial aid disbursements N/A 59,902 2,882 2,386 Financial aid disbursements unique students N/A 19,274 2,276 1,484 University-Enterprise Manager Computers *1 Total Windows desktops clients N/A 4,088 3,578 3,567 Total Windows laptops clients N/A 2,748 2,028 2,139 Total Apple clients N/A Total Managed Clients N/A 7,318 6,063 6,164 Lab Computers (count & utilization) Windows Laptops (ITS managed) N/A Students Checkout N/A Mobile Teaching N/A Special Use N/A Total Logins N/A 5,619 4,298 6,593 Total Unique Users N/A 1, ,405 9 ITS UPDATE

10 ITS DEPARTMENT SCORECARD AUGUST 2010 AUGUST TARGET AUGUST JULY DAILY SERVICES PROVIDED Windows Desktops (ITS managed) N/A ITS General Purpose N/A Departmental N/A Total Logins N/A 11,225 7,855 7,071 Total Unique Users N/A 5,010 1,835 1,714 Kiosk Stations N/A Main Campus N/A MCUC N/A Total Kiosk Logins N/A 15,471 8,377 8,737 Total Kiosk Unique Users N/A 6,875 2,878 3,116 Apple Labs N/A Departmental Laptops N/A Departmental Desktops N/A Total Logins N/A 1,942 1,754 2,016 Total Unique Users N/A Distance Learning/Audio Visual/Academic Technology Number of DL class sessions *13 N/A Number of Springboard active course sections N/A 3, Number of Springboard unique active users N/A 26,611 10,846 10,530 Number of unique instructors using clickers N/A Number of course sections using clickers N/A Number of students (all sections) using clickers N/A Number of Audio Visual equipment deliveries N/A Department & Administration Total ITS headcount at end of month N/A Full-time N/A Part-time N/A Consultant N/A Approved openings N/A On leave N/A Student N/A Total "Ask the VP" questions N/A N/A N/A N/A Total department hours accrued for vacation N/A 23,345 22,725 24,810 Total department reported vacation N/A 2, , ,210 Total department reported sick time N/A ,950 JUNE 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 *17. Laptop Check-out centers included in report Student Union 10 I TS UPDATE