University of Auckland IT Strategic Plan 2013-2015 Final 21 February 2013
Table of Contents 2 TABLE OF CONTENTS TABLE OF CONTENTS... 2 EXECUTIVE SUMMARY... 3 STRATEGIC SUMMARY... 4 INTRODUCTION... 4 PRIORITY AREAS... 4 IT STRATEGY MAP... 7 IT KPIS... 8 THEMES... 9 1. ACCOMPLISHED STAFF... 9 2. ABLE STUDENTS... 10 3. QUALITY RESEARCH... 12 4. TREATY PARTNERSHIPS... 14 5. COMMUNITY PARTNERSHIPS... 15 6. SUSTAINABLE AUTONOMY... 16 7. GLOBAL STANDING... 19
executive Summary 3 EXECUTIVE SUMMARY The University IT strategy for the three years 2013 to 2015 will support and enable University strategy by: providing resilient, available and secure systems which will support effective IT services delivery improving customer service through integrated systems and with high quality people and partnerships supporting organisational performance with improvements to end to end processes and cost efficiencies enhancing the student experience with expanded and personalised web and mobile access channels expanding interactive, online and multimedia teaching and learning systems increasing the performance and capacity of research data processing, connectivity and storage
Strategic Summary 4 STRATEGIC SUMMARY INTRODUCTION Information technology supports the management of the University and provides opportunities for continuous improvement in teaching, learning, research and administration. The IT Strategic Plan is fully aligned to the University Strategic Plan 2013 to 2020 including the commitment to recognising the historical relationship of Māori under the Treaty of Waitangi. This Plan covers a three year period from 2013 and will be renewed in 2015 in acknowledgement of the rapid changes in IT tools and technology. The IT aspirations, objectives and actions have been grouped up for this executive summary into six priority areas. The first two areas relate to the business of IT and the remaining four areas relate to University wide activities. Key actions are grouped in priority order. 1 PRIORITY AREAS PERFORMANCE & RESILIENCE In support of a sustainable, autonomous organisation, University IT will provide a high quality IT infrastructure that performs to requirements, and is stable and resilient to failures. Key actions: 1 1 Implement effective backup & failover for data centre environmental and IT systems 1 Provide high performance network (fixed and wireless), data storage and computing 2 Embed a culture of attracting, developing and retaining diverse and high quality people 2 Continuously improve automation, integration and self service 2 Maintain disaster recovery and crisis management processes 3 Maintain effective IT risk and security management 1 1) Business case approved, resourced, under way; 2) Budgeted, part of IT Annual Plan, subject to business case approval; 3) Part of IT Annual Plan business as usual; 4) To be resourced or at risk of not being actioned
Strategic Summary 5 CUSTOMER SERVICE In support of a sustainable, autonomous organisation, University IT will provide high quality customer-focused governance and management practices. Key actions: 1 1 Reduce systems duplication including further implementation of the Roles and Responsibilities project 2 Further implement the Identity and Access Management (IAM) strategy including IAM as a service 2 Provide Unicode macron support for Te Reo and other languages across systems 3 Develop and maintain effective communications and partnering relationships between central and local IT and customers 3 Lead the delivery of the Enterprise Applications Strategy and the IT Service Strategies 3 Develop resources that enable staff and students to keep information secure 4 Establish a customer service management system providing a University-wide end to end service desk operation with self-service and strong reporting and accountabilities established across all IT teams ORGANISATIONAL PERFORMANCE In support of a sustainable, autonomous organisation, University IT will provide support for efficient capital and resource usage. Key actions: 1 1 Support further deployment of Hyperion planning and reporting including KPIs 1 Support University major initiatives for process improvement and increased cost efficiencies including the Financial Improvement Project Phases 2 & 3 and the Faculty Administration Review 1 Provide the IT requirements for new strategic buildings and facilities 2 Integration of University and Uniservices core systems 3 Support the refinement of roles to enhance IT collaboration and effectiveness across the University 3 Ensure effective procurement and vendor management processes maximise value and minimise risk 3 Assess expenditure on high cost systems annually and research alternatives with lower TCO STUDENT EXPERIENCE In support of able students and of increased numbers of international, postgraduate taught and postgraduate research students, University IT will ensure IT systems support efficient and effective student recruitment and lifecycle processes. Key actions: 1 2 Support continuous improvement to an integrated self-service system for processing undergraduate and postgraduate enquiries, applications and enrolments 2 Further enhance mobile access including Bring Your Own Device (BYOD) and mobility applications 2 Enable personalised delivery of student information including a student portal 2 Develop and further enhance electronic communication and access channels for students 2 Implement a Find a Thesis website for prospective postgraduate students 1 1) Business case approved, resourced, under way; 2) Budgeted, part of IT Annual Plan, subject to business case approval; 3) Part of IT Annual Plan business as usual; 4) To be resourced or at risk of not being actioned
Strategic Summary 6 TEACHING & LEARNING In support of accomplished staff and able students, University IT will enable new teaching, learning and information technologies. Key actions: 1 2 Enhance learning management system functionality including collaboration and online resources 2 Contribute to and provide the systems and support for teaching and learning technology and innovation 2 Enhance multimedia lecture capture and access 2 Implement technologies for physical and virtual interactive learning spaces 3 Enhance simultaneous multi campus video and other multimedia technologies RESEARCH In support of high quality research, beneficial partnerships and the University s global standing, University IT will continue to build IT capability and support for research. Key actions: 1 1 Enhance the University s external website through enabling greater electronic access to research and researcher profiles 1 Provide support for NeSI services and for the Centre for eresearch 2 Implement a MyResearch portal to improve integration and reporting of research information including Uniservices 4 Enhance research administration systems to improve access, ease of use and reporting for outputs, projects, citations, grants and other information for primary investigators and for other researchers and management 4 Further develop the data storage service strategy for research including feasibility of archiving 4 Provide IT support for collaborative research activities and innovation commercialisation 1 1) Business case approved, resourced, under way; 2) Budgeted, part of IT Annual Plan, subject to business case approval; 3) Part of IT Annual Plan business as usual; 4) To be resourced or at risk of not being actioned
Strategic Summary 7 IT STRATEGY MAP The IT Strategy Map 2013 2015 covers University IT and is aligned with the new University Strategy Map 2013 2020. The statements on the IT Strategy Map 2013 2015 are the drivers and outcomes that University IT is accountable for in supporting University strategy, shown in or across the areas of Research, Teaching and Learning, Treaty of Waitangi, Community Engagement, and Sustainable Resourcing. Each statement begins with a reference to link the statement to the corresponding statement on the University Strategy Map.
Strategic Summary 8 IT KPIs The following table aligns IT KPIs with the IT Strategy Map themes and the priority areas. These are high level KPIs which will be further refined. Strategy Map Theme IT Strategy Priority Areas KPI Excellent People Performance & Resilience Māori IT staff Sustain and advance a Organisation Performance Pacific IT staff collaborative IT culture IT staff engagement measure IT Leadership rating Attract, develop and retain Career planning rating high quality people Staff retention measures Internal Processes Provide high quality, stable and resilient IT infrastructure Develop and enhance services and infrastructure to support research Develop and maintain high quality research environments Support, enable and enhance new teaching and learning information technologies Be fiscally responsible Continuously improve customer focused services and solutions Provide an effective and efficient IT organisation, roles and responsibilities Performance & Resilience Research Teaching & Learning Student Experience Organisation Performance Customer Service Availability of core systems: Main University website Staff intranet Library website Peoplesoft HR Peoplesoft CS9 Peoplesoft Financials Enterprise Email InfoEd & Symplectic CECIL LMS EPR Availability of core infrastructure: Data centres Data storage Networks Phones CeR high performance computing facility Availability of key Faculty systems ITIL Maturity Score Network speed average Service Desk call response Customer satisfaction survey Financial Organisation Performance Total function cost as % of UoA revenue Total people cost as % of UoA revenue Net cost as % of budget Cost per academic / student Cost of storage, cost of desktop support Stakeholders Systems and processes support UoA strategic initiatives UOA sustained by stable and resilient applications, services and infrastructure Partnerships with Māori to achieve shared aspirations Staff have trust and confidence Organisation Performance Performance & Resilience Customer Service % strategy milestones achieved for applications, services and infrastructure Fit for purpose assessment of: Systems Processes Number of systems with Māori character set % timetabled teaching hours in facilities with consistent technology
9 THEMES The IT Strategic Plan uses the themes of the University Strategic Plan 2013 2020 to provide the IT strategic aspirations, objectives and actions for the period 2013 to 2015. 1. ACCOMPLISHED STAFF ASPIRATION Deliver information technology that provides efficient administrative support for staff and assists staff to undertake effective technology-supported teaching, learning and research. OBJECTIVES Provide effective and flexible technologies and services that anticipate and support the needs of staff An enterprise wide information management strategy to manage business data and records MEASURES Service Desk call response % strategy milestones achieved for applications, services and infrastructure Customer satisfaction survey Availability of core systems: Main University website Staff intranet Library website Peoplesoft HR Peoplesoft CS9 Peoplesoft Financials Enterprise Email InfoEd & Symplectic CECIL LMS EPR KEY ACTIONS 1. Implement a staff portal 2. Upgrade lecture theatre and teaching space equipment to a consistent standard that supports a variety of devices and applications and current versions of software 3. Implement desktop virtualisation to support flexible logon and access 4. Provide enhanced collaboration tools and the supporting training and guidance 5. Review the information management strategy, consider the benefit of open data and open access, and complete the implementation of the enterprise electronic document and records management system (EDRMS)
10 ROADMAP 2. ABLE STUDENTS ASPIRATION Provide new learning and information technologies which not only meet the needs of an increasingly technologically sophisticated student body but also efficiently support a high quality recruitment and lifecycle experience for high calibre undergraduate, postgraduate taught (PGT), postgraduate research (PGR) and international candidates. OBJECTIVES Efficient and effective processes for student recruitment, enrollment and lifecycle experience New teaching and learning information technologies to support advances in pedagogy Enhanced student communications and relationship systems Support for new teaching and learning facilities MEASURES
11 % availability of core systems: Library website, CECIL LMS, EPR % timetabled teaching hours in facilities with consistent technology KEY ACTIONS 1. Contribute to and provide systems and support for the Teaching and Learning Strategy and new pedagogies, for example digital content, courses, presentations, guest lectures on various channels (itunes U, YouTube, website, Moodle), interactive remote virtual classroom, intranet site for teaching and learning services and resources 2. Develop a strategy for the learning management system (LMS) that will enhance LMS functionality and allow greater use of online technologies 3. Enhance multimedia lecture capture and online availability 4. Fit out student interactive large class learning spaces with IT infrastructure for intensive student access, for example high speed wireless connectivity, internet, audio visual aids, networked electronic touch screen boards, video conferencing, real time student electronic feedback system, Apple TV, ability to connect BYO smart phones, tablets, laptops, and multiple power points 5. Implement high quality video and multimedia technology for remote campuses, for example multiple screens and microphone directed cameras, simultaneous transmission of lecturer and students, lecture content, streaming of live class material, enhanced videoconferencing, and display of student real time feedback 6. Further enhance mobile access including BYOD and mobility applications 7. Support the Student Communication Plan by developing and further enhancing relationships with students using electronic communication channels and knowledge for students, for example: social networks; targeting email for general communications and texting for fees; enhancing RightNow and telephony, virtual career fairs, Careerhub, connecting the University Facebook to student Facebook groups; and enhancing AskAuckland self service 8. Implement an enhanced Content Management System (CMS) that supports flexible and frequent website updates for communication with and marketing to students 9. Establish a student portal with personalisation for example with my timetable, my email, and my information 10. Provide IT design and planning for new buildings for Science and Engineering and other new facilities from an early stage and throughout in consultation with user groups, Property Services and their consultants, define and implement IT to support specialist and multi-disciplinary labs and flexible active learning spaces, implement comprehensive wireless and mobility support in new facilities 11. Support continuous improvement to an integrated self-service system for processing undergraduate and postgraduate enquiries, applications and enrolments to enable a fast and efficient streamlined process 12. Implement a centralised web site Find a Thesis enabling prospective PhD students to search for potential research topics by supervisor, faculty, school or interest area 13. Implement learning analytics tools for assisting students requiring additional support
12 ROADMAP 3. QUALITY RESEARCH ASPIRATION Provide expert technology advice and high performance infrastructure services to support high quality research and the promotion of the value of the University as a research led organization. OBJECTIVES Enhanced IT capability and support for research Improved systems for research administration Better access to and reporting of outputs, projects, citations, grants and other research information MEASURES % availability of core systems: main University website, InfoEd & Symplectic Availability of core infrastructure: I. Data centres II. Data storage
13 III. Networks IV. Phones V. CeR high performance computing facility ITIL Maturity Score Network speed average Customer satisfaction survey KEY ACTIONS 1. Implement a MyResearch portal with aggregated dashboard views to improve integration and reporting of information for researchers and management, including Uniservices, and to improve research administration services 2. Review research administration systems to improve access, ease of use and reporting for outputs, projects, citations, grants and other information for primary investigators and for other researchers and management 3. Provide an IT advisory and collaboration service to researchers for current applications, new technology, and efficient electronic management of files and data 4. Further develop the data storage service strategy for research and for business data and records, and investigate the feasibility of providing capacity for long term archiving 5. Continue network upgrade to meet research large data transfer requirements including faster access to and from KAREN 6. Review resources with the Centre for e Research, identify funding and develop a proposal to enhance eresearch in the University 7. Upgrade the HPC (high performance compute) cluster to 4,000 cores 8. Upgrade and productionise the Bestgrid data storage and support NeSI to establish a research data management shared service 9. Identify funding and build a high performance VM Cluster for research 10. Move Tuakiri into NESI, offer the service to ITPs and schools and explore international confederation
14 ROADMAP 4. TREATY PARTNERSHIPS ASPIRATION Provide IT support for initiatives that improve Māori participation in studying at the University OBJECTIVES Support Māori achievement through information technology MEASURES Number of systems with Māori character set KEY ACTIONS 1. Provide IT support for facilities to support Māori achievement 2. Complete systems enhancements to support the Māori character set 3. Explore recruitment initiatives to grow the number and proportion of Māori IT staff
15 ROADMAP 5. COMMUNITY PARTNERSHIPS ASPIRATION Provide IT support that enables easy access and engagement with external stakeholders and promotes enduring relationships with those stakeholders OBJECTIVES Support for enhanced collaboration and innovation with the Pacific community, alumni, benefactors, key business relationships and influencers, and other external parties MEASURES Customer satisfaction survey
16 KEY ACTIONS 1. Support improvement of web sites for information, communication and access by the Pacific community, alumni, benefactors and other external parties 2. Promote an information and technology sharing agreement with district health boards that provides rich material for medical research 3. Further collaborate with Auckland Council on wireless, ultra-fast broadband, and innovation opportunities 4. Provide IT support for the development and commercialisation of collaborative innovations with external parties 5. Explore recruitment initiatives to grow the number and proportion of Pacific IT staff ROADMAP 6. SUSTAINABLE AUTONOMY ASPIRATION Provide stable and resilient IT applications, services and infrastructure of the highest quality possible to support teaching, learning, research, administration, governance and management practices, and to enable continuous improvement in university wide IT efficiency and effectiveness
17 OBJECTIVES A high quality IT infrastructure that performs to requirements, and is stable and resilient to failures High quality customer-focused governance and management practices Efficient capital and resource usage through reduced duplication and consolidated services Effective relationships and shared accountability between central and local IT Support for improvements in business processes and cost efficiencies MEASURES % Strategy milestones achieved for: I. Applications II. Services III. Infrastructure ITIL Maturity Score Net cost as % of budget Cost per academic / student Total function cost as % of UoA Revenue Total people cost as % of UoA Revenue Cost of storage, cost of desktop support Fit for purpose assessment of: I. Systems II. Processes % Availability of core systems: I. Main University website II. Staff intranet III. Library website IV. Peoplesoft HR V. Peoplesoft CS9 VI. Peoplesoft Financials VII. Enterprise Email VIII. InfoEd & Symplectic IX. CECIL LMS X. EPR IT staff engagement measure IT Leadership rating Career planning rating Retention rates of excellent people % of Pacific IT staff % of Māori IT staff KEY ACTIONS Performance and Resilience 1. Provide stable and resilient IT hosting and data centre infrastructure delivering high availability, failover, reliability, and rapid recovery for faculties and service divisions in the event of major failure, with clear recovery timing targets 2. Complete migration to Tamaki Data Centre (TDC)
18 3. Embed a culture of attracting, retaining and developing diverse and high quality people focused on customer service, continuous service improvement, and innovation 4. Develop and deliver an IT Risk framework focused on alignment with the university risk framework and on management of Cyber Security 5. Support for high speed desktop performance and the transfer of large multimedia files 6. Complete implementation of wireless access in prioritised areas 7. Evaluate the longer term feasibility of externally sourced IT such as third party compute providers for virtual machines (VMs) and private-cloud style self-provisioning services 8. Continue IT contribution to the Energy Advisory Group and establish an IT Sustainability Plan to review sustainable practices including data centre power consumption Customer Service 9. Reduce systems duplication and increase cost efficiencies including further implementation of the Roles and Responsibilities project 10. Further implement the Identity and Access Management (IAM) strategy including IAM as a service 11. Develop a customer service management system including a review of Customer Relationship Management (CRM) systems and consideration of Service Now providing a University-wide end to end service desk operation with self-service and strong reporting and accountabilities established across all contributing IT teams 12. Ensure the Enterprise Applications and IT Service Strategies provide clear university wide roadmaps for applications and infrastructure, including opportunities for outsourcing and external partnering 13. Develop resources that enable staff and students to keep information secure 14. Provide an analysis of future trends in higher education IT for consideration by senior academic leaders, for example massively open online courses (MOOCs), social media enabled collaboration, game based learning, and context aware computing 15. Establish a Media Productions unit that will provide services focused on production and management of digital media content for the University s Teaching & Learning, Research, Marketing and Communications, Community Engagement and Campus Life needs 16. Mature the Enterprise Architecture service offering to inform and support strategy creation and review and empower and assist successful change projects Organisational Performance 17. Support further deployment of Hyperion planning, reporting and KPIs including student headcounts, research revenue, cash flow, occupancy, capex and lease costs, ten year plan, donations, project costing, and FTE forecasting 18. Establish an IT service to support business reporting requirements 19. Support University major initiatives for process improvement and refinement of roles including the Financial Improvement Project Phases 2 & 3 and the Faculty Administration Review 20. Provide the IT technical design for new facilities in particular the Newmarket site 21. Plan for integration of University and Uniservices core systems, HR then financials 22. Support the Faculty IT Roles Framework to enhance IT capability and effectiveness across the University 23. Ensure University wide IT procurement and vendor management is coordinated, compliant, consistent and meets University requirements 24. Assess expenditure on high cost systems annually and research alternatives with lower total cost of ownership (TCO)
19 ROADMAP 7. GLOBAL STANDING ASPIRATION Establish IT capabilities that enable access and engagement with the best of the university teaching, learning, research and people, and promote the value of the University to New Zealand and our global communities as an internationally ranked research led university OBJECTIVES An enhanced whole web experience to project a university shopfront as the University being a premier, research-led organisation MEASURES Customer satisfaction survey KEY ACTIONS 1. Enhance the external web presence to improve electronic access to the University and its knowledge and to support academics to market and showcase their research
20 2. Investigate and support a quality, affordable, easy, fast, agile, dynamic multimedia collaboration capability and process for internal and external sharing of research ROADMAP