DSAES Assessment Plan for AY

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Maude Nelson
8 years ago
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1 Department/Program Name: Director: Department/Program Assessment Contact(s) (in addition to above): DSAES IT Lawrence Daniel Sam Nguyen Department Mission Statement: The DSAESIT department is committed to providing reliable support and innovative technology solutions for department services, programs and resources that sustain an environment dedicated to student success. Department Vision Statement: Working collaboratively, DSAES IT will maintain an efficient and proactive information technology environment that provides seamless support, elevates staff productivity, and supports Tier One programs, while seeking to contribute to increased student retention and graduation rates. 1. Review DSAES IT work flow processes to ensure that IT support and service are being delivered efficiently and effectively. (DSAES- 2a &4b) (UH 8) Action Steps: Establish a division-wide IT support workflow guide that details all DSAES IT offerings and processes related IT Service Requests. Action Steps: Promote all DSAES IT offerings to create awareness of all services provided. Action Steps: Review current electronic work flow processes to ensure that all offerings are being managed appropriately and all work orders are being processed efficiently Department FY16 Goals: (include all department goals and DSAES strategic plan mapping) 2. Support DSAES IT Services Staff by providing opportunities for professional development. (DSAES- 2b) (UH 6) Action Steps: Support the attendance of staff members of DSAESIT staff at trainings, conferences, and workshops related to Information Technology management. Action Steps: In collaboration with University IT, identify training opportunities related to university-wide technology changes and enhancements. 3. Provide support and assistance for third party database procurement and system upgrades across the division. (DSAES- 2e, 4b &6e) (UH 8) Action Steps: Working with the Director of Campus Recreation, establish a Procurement Committee that will include members from the UH Community representing PeopleSoft, UIT Enterprise, and other representatives from the Division of Student Affairs & Enrollment Services. Action Steps: On behalf of the department of Campus Recreation, assist with the research and beta testing of components related to the implementation of a new comprehensive recreation management system in preparation for launch in fall Action Steps: Working with the Department of Campus Recreation, assist with the full scope of implementation, launch, and support for their new application and data management system. Actions Steps: In collaboration with University IT (UIT) and Business Services solidify online credit card payment support, security, and reconciliation policies that support a sustainable online payment process for the Division of Student Affairs and Enrollment Services 4. Establish new assessment measures related to usage and satisfaction of Student IT resource areas supported by Student Affairs IT Services. (DSAES 2, 4, 6) (UH 8) Action Steps: In collaboration with University IT, evaluate the strength of wireless connections and complete upgrades where needed in all student common areas in DSAES buildings, which include but are not limited to lounge areas, food courts, class rooms, computer labs, service lobbies, workout areas, and offices. Action Steps: Identify space availability and need in DSAES buildings for addition of student printing kiosks and or computer labs/docking stations. 5. Working with UIT, establish division-wide remote desktop support and coverage. (DSAES 2, 4, 6) (UH 8) Action Steps: Cross-train the DSAES IT staff on all function of the remote desktop support system. Action Steps: Manage and continue to refine training for each department supported by DSAES IT. 1

Department Vision Statement: Working collaboratively, DSAES IT will maintain an efficient and proactive information technology environment that provides seamless support, elevates staff productivity,

2 Program or Services Being Assessed (Assessment Activity #1): Customer Service Evaluation The DSAESIT team will gain knowledge about the effectiveness of the online IT support ticket help desk ticket management system. This assessment will measure the quality of customer service provided by the DSAESIT staff while responding to support requests through the help desk ticket management system. Using Campus Labs and SharePoint, a customer service survey will be created for all DSAES staff members who were provided desktop support using the desktop support ticket system. Sent randomly throughout the the academic year. September July 2016 DSAES IT goal 5 2

This assessment will measure the quality of customer service provided by the DSAESIT staff while responding to support requests through the help desk ticket

3 Program or Services Being Assessed (Assessment Activity #2): Student Staff Professional Development - Customer Service In an effort to maximize our student staff's experience and assess professional development, DSAES IT will create an assessment that promotes the general understanding and importance of Customer Service. Implement a DSAES IT student staff assessment that provides feedback and measures general understanding of customer service An introductory IT student staff focus group on customer service, mid-year and end of the year student staff performance review October Introductory Student Staff Focus Group February Mid- Year Review July End of year evaluation and review DSAES IT Goal 4 3

Implement a DSAES IT student staff assessment that provides feedback and measures general understanding of customer service An introductory IT student staff focus group on customer

4 Program or Services Being Assessed (Assessment Activity #3): IT Support for Enrollment Services This targeted assessment for Create a satisfaction assessment that Enrollment Services Departments will measures expectations, quality of service, assist with gathering feedback and overall desktop support provided related to the first year of IT desktop throughout the first year support DSAES IT. support provided by DSAES IT Establish Focus Groups with staff from each department in Enrollment Services. These Focus groups would meet with a facilitator to discuss the first year. April June 2016 SAITS goal 5 4

support provided related to the first year of IT desktop throughout the first year support DSAES IT.

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DSAES Assessment Plan for AY 2014-2015

DSAES Assessment Plan for AY 2014-2015 Name: Assessment Plan for Academic Year: Executive Director: Assessment Contact(s) (if not the director): UH Health Center 2014-2015 Scott J Spear, MD Lindsay M. Barber, MSA Mission Statement: Our mission