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InfoormatiRe
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4 | I T S U
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5 | I T S U
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6 | I T S U P D A T E
• 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.
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7 | I T S U
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8 | I T S U
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9 | I T S U P D A T E
• 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.
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.
• Campus‐wide Scheduling: Series 25
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.
10 | I T S U P D A T E
• 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.
11 | I T S U P D A T E
ITS DEPARTMENT SCORECARD –JANUARY 2011
DAILY SERVICES PROVIDED JAN. TARGET
JANUARY
DECEMBER
NOVEMBER Support Center (Help Desk) Number Support Center calls *1 N/A 6992 2164 3381Average Speed of Answer 1m14s 57s 55s1st Call Resolution Rate *2 >64.8% 74% 84% 82%Number of tickets opened by HD N/A 6168 3214 4170Total tickets opened N/A 7815 3568 4794Calls closed within four hours N/A 6357 2735 3578Calls closed first day N/A 6885 3006 3926Calls over one week old N/A 256 36 227Support Center abandoned calls <2% 13%(880) 6%(180) 14%(472)# of Users serviced at walk-in centers N/A 2072 488 1479# of Laptops checked out at walk-in centers *3 N/A 2147 1061 3130Central Servers (Data Center) Data Center uptime percent (% of posted hours) 100% 100% 100% 100%Mainframe uptime percent (% of posted hours) 99.9% 100% 100% 100%Unix/Linux server uptime percent (% of posted hours) 99.9% 100% 100% 100%Windows/Apple Server uptime percent (% of posted hours) 99.9%
100% 100% 100%
Web Server www.uakron.edu uptime percent 99.9% 100% 99.96% 100%Total number of virtual/physical servers on platform N/A 384 / 186 397 / 198 414 / 204 Total number of data center outages 0 0 0 0Messaging & Network Total email accounts (UAnet IDs) N/A 216907 204918 203760Total active email accounts (UAnet IDs) N/A 35526 33708 31664Total forwarded email accounts (forwarded off campus) N/A 114 114 109Total emails processed (originates internally + originates externally and accepted) N/A
8249561 7641014 8138555
Total emails filtered (originates externally and either tagged spam/virus or rejected) N/A
476 649 1625
Percent of emails filtered (percent of total mail originating externally either tagged or rejected) N/A
0.01% 0.02% 0.05%
Email uptime percent (weighted by percent users affected) 99.50%
100% 100% 100%
Total active network nodes N/A 17429 16032 17215Data network uptime 100% 100% 100% 100%Wireless network uptime 100% 100% 100% 100%Total number of reported network outages 0 0 0 0Web Total Web page views N/A 3,315,356 2,333,949 3,037,667Total unique Web visitors N/A 323,689 246,586 328,083Total ZipLine (portal) logins N/A 912,905 699,777 818,744Total ZipLine (portal) unique logins N/A 36,950 35,857 35,407Printing Total print jobs processed 167 123 142Training Total attending and completing class 100 137 70 152Contact hours for classes 45 71.75 38.5 57.75One-on-one training sessions N/A N/A N/A N/AApplication support – one-to-one assistance (tickets) N/A 21 2 6
Number of visits to online tutorials 1,000
403 Atomic learning tutorials
157 Atomic Learning tutorials
500 Atomic Learning tutorials
12 | I T S U P D A T E
DAILY SERVICES PROVIDED JAN.
TARGET
JANUARY
DECEMBER
NOVEMBER
Critical Application Data Administrative logins PeopleSoft N/A 160,191 93,663 96,837Administrative users PeopleSoft N/A 953 920 949Logins to PeopleSoft self-service via ZipLine (students, faculty, staff) N/A
375,320 347,184 215,012
Number of PeopleSoft users via ZipLine (students, faculty, staff) N/A
33,250 32,371 30,180
NT Process Scheduler statistics *4 N/A App Engine 1,901 1,635 1,645 Crystal 4,209 3,310 2,611 COBOL 2,439 1,547 1,845 PSJob 3,032 3,074 3,049 RoboFTP Script 205 174 159 SQR 11,503 12,277 12,164 XML Publisher N/A 12 20 12Admissions applications loaded: Grad N/A 695 669 642Admissions applications loaded: Law N/A 401 154 182Admissions applications loaded: Undergrad N/A 2,993 2,506 4,230Self-service enrollment requests (by students) N/A 45,622 38,214 86,699Self-service enrollment requests unique users (students) N/A 8,347 7,312 11,680Administrative enrollment/maintenance requests (by staff) N/A 26,178 14,732 24,698Administrative enrollment/maintenance requests unique students N/A
8,482 5,582 9,145
Transcripts produced N/A 23,273 25,777 14,172Enrollment verifications produced N/A 2,611 2,251 1,569Grades posted N/A 2,579 110,081 211Student financials transactions, unique students N/A 28,223 13,993 18,974Student financials transactions *5 N/A 357,014 125,220 173,663 Charge (14,602 students) N/A 176,637 96,409 148,552 Financial Aid (20,190 students) N/A 87,677 2,712 2,213 Payment (14,284 students) N/A 71,883 25,312 21,368 Refund (14,432 students) N/A 19,312 406 1,110 Waiver (1,173 students) N/A 1,505 381 420Financial aid ISIRs loaded *6 N/A 2,890 1,683 1,506Financial aid ISIRs loaded, unique students N/A 2,309 1,265 1,184Financial aid award transactions N/A 11,389 9,244 10,548Financial aid award transactions unique students N/A 4,360 3,621 3,920Financial aid disbursements N/A 67,146 1,620 1,533Financial aid disbursements unique students N/A 20,188 1,079 1,041University-Enterprise Managed Computers *7 Total Windows desktops clients N/A 4665 4763 4,950Total Windows laptops clients N/A 2887 2454 2,948Total Apple clients N/A 462 462 460Total Managed Clients N/A 8014 7679 8,358Lab Computers (count & utilization) Windows Laptops (ITS managed) N/A 605 605 627 Students Checkout N/A 390 390 390 Mobile Teaching N/A 175 175 167 Special Use N/A 40 40 70 Total Logins N/A 8396 3746 12,926 Total Unique Users N/A 2269 1505 3,796
13 | I T S U P D A T E
DAILY SERVICES PROVIDED JAN.
TARGET
JANUARY
DECEMBER
NOVEMBER
Windows Desktops (ITS managed) N/A 796 796 775 ITS General Purpose N/A 129 129 112 Departmental N/A 667 667 663 Total Logins N/A 25867 9289 34,057 Total Unique Users N/A 6740 3904 7,552Kiosk Stations N/A 132 132 132 Main Campus N/A 124 124 124 MCUC N/A 8 8 8 Total Kiosk Logins N/A 24678 8535 23,525 Total Kiosk Unique Users N/A 8684 4465 7,644Apple Labs N/A 197 197 197 Departmental Laptops N/A 27 27 27 Departmental Desktops N/A 170 170 170 Total Logins N/A 6313 1353 3,637 Total Unique Users N/A 1422 748 1,058Distance Learning/Audio Visual/Academic Technology
Number of DL class sessions *8 N/A 1356 442 2008Number of Springboard active course sections N/A 3,332 3,392 3,342Number of Springboard unique active users N/A 27,301 25,226 26,107Number of unique instructors using clickers N/A 50 65 56Number of course sections using clickers N/A 70 95 86Number of students (all sections) using clickers N/A 4007 4736 4580Number of Audio Visual equipment deliveries N/A 1359 721 3308
Department & Administration
Total ITS headcount at end of month N/A 128 127 126 Full-time N/A 124 123 122 Part-time N/A 4 4 4 Consultant N/A 1 1 1 Approved openings N/A 5 6 7 On leave N/A 0 2 2 Student N/A 134 135 136Total "Ask the VP" questions N/A N/A N/A N/ATotal department hours accrued for vacation N/A 24,108 23,947 23,670Total department reported vacation N/A 485 945 729Total department reported sick time N/A 638 532 730
Footnotes *1. There are 10 days with no phone reports *2. 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. *3. Laptop Check-out centers included in report Student Union *4. Process Scheduler Stats are cleared weekly. *5. Total is higher than unique users because individual students may have had more than one transaction. *6. FAFSA applications for financial aid. *7. ITS managed clients logged in to the University network in the last 30 days. *8. Includes UA on-campus rooms and Medina County classrooms. This includes both distance and local use.