Promote Responsive, Welcoming, And Customer-oriented Service
Improve quality of services and resources provided to the campus community and provide responsive, customer-oriented services.
Objective
Improve Information Resources Services
Improve Information Resources services to meet the needs and expectations of the campus community
Indicator
Customer Satisfaction Level With Services
Use Information Resources work order system to track customer satisfaction level with the services provided. Upon completion of a work order, the customer will be emailed a survey to complete and rate their satisfaction level, based on indicative criteria, with the service received on the work order.
Criterion
Work Order Satisfaction Survey
Target satisfaction level of 91%
Finding
Work Order Satisfaction Findings
Complete findings will be reported at the end of the fiscal year (August 31, 2010)
As of August 31, 2010, Information resouces has reached a 95.2% satisfaction rating.
Action
Improve Information Resources Services Actions
The department will continue to capture and measure satisfaction rating.
Goal
Encourage Units To Actively Participate In Local, State And National Organizations
Encourage units to actively participate in local, state and national organizations.
Objective
Attend Conferences And External Professional Events
Information Resources administration will actively seek out opportunities, and facilitate as appropriate, for staff to attend conferences and external professional events. Staff will be encouraged to not only attend, but seek opportunities to participate administratively.
Indicator
Track Unit Participation In Events
Information Resources will track the participation of its four units (Administrative Applications, Systems, Client Support, and Information Resource Administration) in conferences and external professional events during the 2010 Fiscal Year.
Criterion
100% Of Units Represented
100% of Information Resources' units will take part in conferences/ events during the 2010 Fiscal Year.
Finding
Event Participation Tracking Findings
As of August 31, 2010, Information Resources units have participated in conferences and external professional events. Information Resources - 5, client support -1, Administrative Applicaitons-3, Systems - 2.
Action
Conferences And Events Actions
Conferences and professional development had provided network contacts and also idea as to manage and decision making ideas. Information Resources will continue to support and encourage these events for staff to gain ideas that will benefit SHSU.
Objective
Presentation Of Achievements At Local, State And National Events
Information Resources will encourage staff to make presentations at local, state, and national events regarding SHSU achievements in the Information Resources arena.
Indicator
Track Number Of Presentation Made At Local, State, And National Events
Information Resources will track both the number of presentations made, and the number of events where they were made. In FY 09, Information Resources did not make any presentations at conferences or events. The decision to do so in FY 10 has been driven by the overall desire to highlight the achievements of both the department and the university.
Criterion
Make Two Presentations
Information Resources will target two presentations at a local, state or national event. The goal of making two presentations was decided upon based on the departments' heavy involvement with the SHSU Banner Conversion. This involvement has been extensive, and has greatly limited the time available to work on and prepare presentation-ready materials.
Finding
Presentation At Local, State, And National Events Findings
As of August 2010, State Level - 5 TSUS tech meeting(4); HigherOne User Group(1)- 1 Local Level - 10 Banner town hall
Action
Presentation Of Achievements At Local, State And National Events Actions
Presentations at events have allowed us to showcase what we have accomplished in the Information Resources Department at SHSU. This has allowed other Universities to use us as role model with endeavors that they are implementing
Goal
Enhance Link Between Planning And Budgeting As Well As Determining Resources Needs And Uses, Both Short And Long-Term
Plan and manage general use lab usage to meet the needs and expections of campus.
Objective
Manage General Access Computer Labs
Regulate operational hours of general access computer labs consistent with campus expectations
Indicator
Analysis Of Average Occupancy Each Hour In General Access Computer Labs
Information Resources will gather headcount statistics in the general access computer labs by hour during the Fall and Spring semesters. This information will be used to analyze average occupancy. Campus expectations of need will be determined by utilization of the lab.
Criterion
Minimum 10% Occupancy Per Hour
A 10% occupancy will be deemed as establishing an expectation of need.
Finding
General Access Labs Hours Findings
Complete findings will be reported at the end of the fiscal year (August 31, 2010). Information Resources will utilize the collected findings in its decision-making process with regard to the reduction or expansion of the opening/closing hours of general access computer labs. As of August 31, 2010, general use labs were Occuped approximately 80% of the time during peak hours.
Action
Manage General Access Computer Labs Actions
Information Resources has identifed that general use labs are highly used. Determination will need to be made as to open additional general use labs during these hours due to high utilization.
Goal
Continually Improve The Support Services To Internal Constituents
Review the department units for improvement strategies
Objective
Campus Cores Server Services
Provide reliable availability of campus core server services.
Indicator
Availability Of Campus Core Server Services
Information Resources will track availability of the campus core service servers and document the times they are unavailable. Unavailability of the server will be defined to be the inability of any potential user of the system who would be unable to use the service due to any official supported means of accessing the service.
Criterion
Track Availability Of Campus Core Servers Services
Target satisfaction level of 85%
Finding
Availability Findings
As of August 31, 2010, Information Resouces has maintained a 99.97% availability for core servers
Action
Campus Core Server Services Action
Information Resources will cotinue to monitor core service servers to provide the uninterrupted service to our clients
Objective
Campus Administrative Databases
Provide reliable availability of campus administrative databases
Indicator
Availability Level
Information Resources will track availability of the campus administrative database and document the times it is unavailable
Criterion
Track Availability Of Administrative Databases
Target a 99.99% availability level
Upgrade Mimer database Implement Banner 8 Financial Aid Upgrade VMS Hardware Upgrade Oracle 10G to 11G database
Finding
Administrative Database Findings
As of 10/2009, Banner 8 Financial Aid has been implemented As of 5/23/2010, VMS hardware upgraded to Itanium hardware As of 7/15/2010, Mimer has been upgraded to version 10
As of August 31, 2010, Information Resources has maintained a 99.99% availability level of the campus administrative databases.
Action
Campus Administrative Databases Actions
Information Resources will cotinue to monitor core service servers to provide the uninterrupted service to our clients