Part 1 Section A Unit Information Unit: Computing Services Annual Report 2009-2010 Mission Statement: Computing Services provides leadership and instills confidence through exceptional technology and assistance to our customers. We strive to implement and upgrade technologies in order to maintain a state-of-the-art infrastructure; ensuring the university community s pursuit of academic excellence. Section B Unit Goals for 2009-2010 included in Last Year's (2008-2009) Report - Part 2 Strategic Plan Goal With which 1 or 2 goals from the 8 current strategic plan goals does your 2008-2009 goal best align? STATE OF THE ART INFRASTRUCTURE (5) ONGOING QUALITY IMPROVEMENT (8) Unit Goal Goal for 2009-2010 Goal - Quality Help Desk Service (1) Computing Services will provide quality help desk and desktop support to faculty, staff, and students. What actions have you taken to achieve this goal? To better serve the University's students, faculty and staff, the help desk completed the following projects: Computing Services maintained Customer Satisfaction survey responses of at least 90% excellent ratings in the areas of professionalism, knowledge, response time, and courtesy. A password reset package was implemented that allows users to safely reset their own password Computing Services is currently working to establish procedures for handling non standard equipment. Worked with Dell to create one image for all PC's. After several months of research this solution did not work. We are not researching other possibilities.
The helpdesk documentation library was moved to a wiki that is searchable by all help desk members. Many new procedures have been added. Computing Services donated over 200 PC's to local community charities to be used by needy local children instead of going to Lee County Recycling. Communication within the department was improved by creating a help desk calendar letting all employees know when coverage is needed. In addition, a second tier was added to the phone system which includes a flashing light to indicate queued calls. Communication with other departments was improved by participating in the IRC which includes other technology department heads. Prepared a rollout plan for Windows 7. Computing Services is waiting for Windows 7 to be certified by major software vendors used on campus before moving forward with the new operating system. Funding was requested to add PC support for students, faculty and staff. A system was implemented to track time worked for Helpdesk Employees. What measures have you taken towards assessment of this goal? The Computing Services management, and department, met with the Associate VP of Administrative Services on a regular basis to identify, prioritize, and propose projects to aid the university towards accomplishing its mission and goals. The management staff conducted weekly meetings within the department ensuring follow through of those proposed goals. Describe the progress you have made toward attaining this goal including the anticipated completion date. New projects will be identified and priorities determined by a standard methodology. Projects with high value to the university will be proposed first. Funded projects will be planned, scheduled, budgeted and managed until completion. Describe how the results of assessments have been used to improve student learning or your department's activities. The assessments were used to adjust services, projects, and initiatives that have indirect impacts on student learning. Strategic Plan Goal With which 1 or 2 goals from the 8 current strategic plan goals does your 2008-2009 goal best align? STATE OF THE ART INFRASTRUCTURE (5) ONGOING QUALITY IMPROVEMENT (8). Unit Goal Goal for 2009-2010 Computing Services will provide quality network support and backbone services to students, faculty and staff. What actions have you taken to achieve this goal?
To better serve the University's students, faculty and staff, the network group will build resiliency into the campus wide network. The following actions have been accomplished: Upgraded campus Internet connection and became an equity member of Florida Lambda Rail adding over 800 MB Internet connection. In addition, ensured that failover between the two connections is working properly. This enhanced the resiliency and redundancy of the campus network so that services and operational needs of the campus community can be maintained. Worked with Student Affairs to enhance student e mail services offered so that students can benefit from the technological improvements in modern email. This project is on hold pending funding and student interest. Enhanced the operational efficiency and organization of the Network Operations Center to support the university mission. Enhanced the functionality and design of the campus network. Supported the academic needs and goals of the university community with the opening of Holmes Hall and AB7 academic buildings. Increased the size of inboxes and faculty share drives, as well as, increased Wireless coverage on campus. What measures have you taken towards assessment of this goal? Status of projects listed were monitored on an ongoing basis to ensure that appropriate progress was being made. Describe the progress you have made toward attaining this goal including the anticipated completion date. New projects will be identified and priorities determined by a standard methodology. Projects with high value to the university will be proposed first. Funded projects will be planned, scheduled, budgeted and managed until completion Describe how the results of assessments have been used to improve student learning or your department's activities. The assessments were used to adjust services, projects, and initiatives that have indirect impacts on student learning. Strategic Plan Goal With which 1 or 2 goals from the 8 current strategic plan goals does your 2008-2009 goal best align? ONGOING QUALITY IMPROVEMENT (8) Unit Goal Goal for 2009-2010 Continually enhance services to support university business processes. What actions have you taken to achieve this goal? Computing Services has enhanced services by the following actions:
Improved communications to the university community by: Updating the welcome e mail users get when they first get there account. Creating a web page for new employee orientation information. Creating a flyer for HR to distribute. Adding refresher classes for basic network and PC use for all employees. Reduced the workload at the beginning of the fall semester by improving the process used to register students in housing using the PC registration system. This was accomplished by allowing students to preregister, classes were offered for students to attend once they were on campus and one on one help was offered to students still having problems registering their PC. Improved the inventory process, by completing inventory two times a year. This allowed minimal lost items. Implemented a wiki to organizing Computing Services Internal documentation. Improved the process used opening new buildings by creating documentation on major contacts, fiber cable distribution systems, and architectural specifications. Offered security awareness classes called "Get Secure: Think Before You Click!" each semester. Increased the number of secured PC's on desktops by 20%. Provided increased security by implementing http based VPN service. Increased the number of employees who have certifications by 15% What measures have you taken towards assessment of this goal? Status of projects listed were monitored on an ongoing basis to ensure that appropriate progress is being made. Describe the progress you have made toward attaining this goal including the anticipated completion date. New projects will be identified and priorities determined by a standard methodology. Projects with high value to the university will be proposed first. Funded projects will be planned, scheduled, budgeted and managed until completion Describe how the results of assessments have been used to improve student learning or your department's activities. The assessments were used to adjust services, projects, and initiatives that have indirect impacts on student learning Section C
Program or Service Specific Assessments What program or service specific assessment occurred in the current academic year? Customer Satisfaction surveys for work orders and assessments after each training class were administered. Call tracking software was used to monitor the help desk. How were the results of the assessment used to improve programs or services? Class assessments were used to make changes to the next round of classes offered. Customer Satisfaction surveys were monitored to find ways of improving our services. Call center tracking reports were used to monitor dropped calls and track busiest time periods. Report on any 7-Year Program review that your college/school completed in the past year and describe any improvements made as a result of the review. Section D Unit Contribution to President's Performance Measures Please review the President's Performance Measures for 2009-2010. Did your unit contribute to any specific performance goals for the President? (If so, please indicate whether the measure set was attained and to what degree.) V. GOAL: State of the Art Infrastructure. Upgraded campus Internet connection and became an equity member of Florida Lambda Rail adding over 800 MB Internet connection. In addition, ensured that failover between the two connections worked properly. This enhanced the resiliency and redundancy of the campus network so that services and operational needs of the campus community can be maintained. The Computer Services Endowed Scholarship Fund has received over $5,000 in contributions and supports students in pursuit of their academic goals. The award recipients are academically talented, fully engaged in both student and community activities. The goal for 2010 2011 is to continue to grow the endowment to support a second student. Computing Services maintained Customer Satisfaction survey responses with at least 90% excellent ratings in the areas of professionalism, knowledge, response time, and courtesy. Computing Services worked directly with the Student Government to add students to the Microsoft Campus Agreement. This allows students to get updates to Microsoft Office and operating system for the cost of the media only. In most cases the cost to students is under $10.
FGCU has standardized on Dell Desktops, Notebooks, and Workstations. All standard systems meet the ENERGY STAR label and the more stringent 4.0 requirements. Because of these requirements the computers have highly efficient power supplies and other hardware specific features that will reduce energy consumption and green house gas emissions. In addition to ENERGY STAR, all Dell standard systems meet EPEAT gold ratings. This is more encompassing efficiency rating for electronic equipment. VII. GOAL: Community Leadership. Computing Services has developed partnerships with local charities who are in need of the PC's. To date over 500 systems have been reused instead of going to Lee County Recycling. Currently, we are donating systems to Komputers for Kids who pair the PC 's up with underprivileged local children. We are hoping these systems will give these student a better chance to eventually attend FGCU. Part 2 Section A Unit Goals for Coming Year (2010-2011) Strategic Plan Goals With which 1 or 2 goals from the strategic plan goals does your 2010-2011 goal best align? STATE OF THE ART INFRASTRUCTURE (5) ONGOING QUALITY IMPROVEMENT (8) Unit Goal Goal for 2010-2011 Goal - Quality Help Desk Service (1) Computing Services will provide quality help desk and desktop support to faculty, staff, and students. What action(s) will you undertake to achieve the goal? To better serve the University's students, faculty and staff, the help desk will offer new services to students faculty and staff, Improve Communications to users, improve internal department process, and improve security to ensure a safe computing environment. Specifically this will be accomplished by: Offer new services to students Continue to explore ways to assist students with PC support. Rollout pilot project for student e mail workstations in student union Create a student security campaign The Computer Services Endowed Scholarship Fund has received over $5,000 in contributions and supports students in pursuit of their academic goals. The award recipients are academically talented, fully engaged in both student and community activities. The goal for 2010 2011 is to continue to grow the endowment to support a second student.
Offer new services to faculty and staff Provide training to faculty and staff on the use of the most common desk top tools Investigate roaming profiles for desktop computing Implement a laptop loner program that will ensure that users are never with out a desktop PC Improve security to ensure a safe computing environment for student faculty and staff Secure over 50 student lab based PC's to ensure students can use the PC but not manipulate the operating system Improve security of Desktop environment by offering "Get secure" classes, and research better antivirus solutions Reevaluate the current anti virus and anti spyware packages used. Improve communications to users Create guide to computing student flyers, Continually update web pages, Participate in new faculty orientation Send postmaster e mail educating employees on critical announcements Create a working group of power users from each major college and department. Use this group to get feedback on current services for new ideas and improvement Work with SAC on improving communication between employees. Start working group of office professionals who are testing SharePoint as a collaboration tool. Improve internal department processes to better serve our customers The help desk will be enhancing the automatic call distribution system in the call center to distribute calls between tier one and two. In addition, changes will be made to alert the department when calls are queuing. Maintain Customer Satisfaction survey responses to a rating of at least 85% excellent ratings in the areas of professionalism, knowledge, response time, and courtesy. Create one image for all PC's Continue to explore environment friendly ways to dispose of old PC's. Prepare a rollout plan for Windows 7 and Office 2010 Continue to improve internal and external Computing Services documentation
Strive towards locating all items on Computing Services inventory by making improvements in PC staging area. Within your unit s leadership team, who will be responsible for completion of the action? Computing Services Director What resources are involved to fulfill the objective (e.g., technology, new faculty/staff, etc) and define existing as well as new resources that will be required? Personal computer support - $40,000 Roaming profiles for desktop computing $40,000 By what means will you assess goal achievement? The Computing Services management, and department staff, will meet with the Associate VP of Administrative Services on a regular basis to identify, prioritize, and propose projects that aid the university in accomplishing its mission and goals. The management staff will conduct weekly meetings within the department to ensure follow through of the proposed goals. How will you know if you have successfully attained each goal?(e.g., a set of criteria, benchmark, survey benchmarks should include current status and goal to be achieved) New projects will be identified and priorities determined by a standard methodology. Projects with high value to the university will be proposed first. Funded projects will be planned, scheduled, budgeted and managed until completion How will the results of the above assessments be used to improve fulfillment of the university s mission (e.g., student learning, faculty research/scholarship, university services, etc.)? The assessments will be used to adjust services, projects, and initiatives that have indirect impacts on student learning. Strategic Plan Goals With which 1 or 2 goals from the strategic plan goals does your 2010-2011 goal best align? STATE OF THE ART INFRASTRUCTURE (5) ONGOING QUALITY IMPROVEMENT (8). Unit Goal Goal for 2010-2011 Computing Services will provide quality network support and backbone services to students, faculty and staff. What action(s) will you undertake to achieve the goal? To better serve the University's students, faculty and staff, the Network group will offer new services to students, faculty and staff, Improve Communications to users, improve internal
department process, and improve security to ensure a safe computing environment. Specifically this will be accomplished by: Offer new services to students Migrate from the Internet connection used for housing to redundant Internet services used on the Campus side thus saving the extra costs for the connection Purchase Red Lambda which will allow FGCU to implement policies for copyright infringement Upgrade current student e mail system with a new one that includes advanced features like calendars, access from mobile devices, increased storage limits Offer new services to faculty and staff Research e mail archiving systems and make recommendation to Admin. Services VP. Research Outdoor wireless mesh for redundant connections to buildings and better outdoor wireless services Improve security to ensure a safe computing environment for student faculty and staff Implement Internal and external penetration testing to identify security flaws before they are exploited. Acquire a log aggregation and analysis system that collects the system and security logs on all wireless access points, firewalls, servers and switches and review for anomalies. This includes over 700 devices and can no longer be maintained manually. Create a disaster recovery plan Improve internal department process to better serve our customers Support University growth by increasing architectural specifications for voice and data, support construction of new buildings on campus and in housing. Enhance the functionality and design of the campus network to continue supporting the academic needs of the university community and the goals of the university. Enhance the resiliency and redundancy of the campus network so that services and operational needs of the campus community can be maintained. Within your unit s leadership team, who will be responsible for completion of the action? Computing Services Director
What resources are involved to fulfill the objective (e.g., technology, new faculty/staff, etc) and define existing as well as new resources that will be required? Purchase Red Lambda 15,000 E mail archival system $60,000 Student e mail system $75,000 Acquire log aggregation and analysis system $75,000 Ιnternal and external penetration testing $25,000 By what means will you assess goal achievement? Status of projects listed will be monitored on an ongoing basis to ensure that appropriate progress is being made. How will you know if you have successfully attained each goal?(e.g., a set of criteria, benchmark, survey benchmarks should include current status and goal to be achieved) New projects will be identified and priorities will be determined by a standard methodology. Projects with high value to the university will be proposed first. Funded projects will be planned, scheduled, budgeted and managed until completion. How will the results of the above assessments be used to improve fulfillment of the university s mission (e.g., student learning, faculty research/scholarship, university services, etc.)? The assessments will be used to adjust services, projects, and initiatives that have indirect impacts on student learning Section B Resources Given the current fiscal situation facing the university and based on the analysis of data included in this report, please indicate your highest priority for funding (related to your analysis) if additional resources were to become available either this coming year (2010-2011) or the following year (2011-2012). Personal computer support for students, faculty and staff- $40,000 E-mail archival system to eliminate the need for storage limits- $60,000 Ιnternal and external penetration testing to enhance network security $25,000 Section C Assessment Plans
What assessments are you planning to conduct during 2010-2011? Customer Satisfaction surveys for work orders and assessments after each training class are administered. Call tracking software for monitoring the help desk. Section D Coming Year - Strategic Plan Contributions Goal 1: Academic Excellence: The Computer Services Endowed Scholarship Fund has received over $5,000 in contributions and supports students in pursuit of their academic goals. The award recipients are academically talented, fully engaged in both student and community activities. The goal for 2010 2011 is to continue to grow the endowment to support a second student. Upgraded the campus Internet connection and became an equity member of Florida Lambda Rail adding an 800 MB Internet connection. In addition, Computing Services ensured that failover between the two connections was working properly. This enhanced the resiliency and redundancy of the campus network so that services and operational needs of the campus community can be maintained. Computing Services maintained Customer Satisfaction survey responses of 90% excellent ratings in the areas of professionalism, knowledge, response time, and courtesy. Computing Services worked directly with Student Government to add students to the Microsoft Campus Agreement. This allows students to purchase updates to Microsoft Office and operating system for the cost of the media only. In most cases the cost to students is under $10. Goal 5: Environmental Sustainability and Innovation: FGCU established a standard to use Dell Desktops, Notebooks, and Workstations. All standard systems meet the ENERGY STAR label and the more stringent 4.0 requirements. Because of these requirements the computers have a highly efficient power supply and other hardware specific features that will reduce energy consumption and green house gas emissions. In addition to ENERGY STAR, all Dell standard systems meet EPEAT gold ratings. This is a more encompassing efficiency rating for electronic equipment. Save this file before exiting.