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 Technology Services
Improve Information Technology services to meet the needs and expectations of the campus community
Indicator
Customer Satisfaction Level With Services
Use Information Technology Services 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
As of August 2010, Information Technology has reached a 94.2% satisfaction rating.
Action
Assess Service Needs And Expectations
Information Technology Services will evaluate response rates by constituent groups such as faculty, staff, and student. Information Technology Services will include additional indicators and criteria to provide a richer picture of customer satisfaction.
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 Technology Services 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 Technology Services will track the participation of its four units (Administrative Applications, Systems, Client Support, and Information Technology Administration) in conferences and external professional events during the 2011 Fiscal Year.
Criterion
100% Of Units Represented
100% of Information Technology Services units will take part in conferences/ events during the 2011 Fiscal Year.
Finding
Event Participation Tracking Findings
As of 8/31/2011, Information Technology Services units have participated in conferences and external professional events.
Information Resources - 5 Client service - 4 Enterprise Services - 3 Infrastructure and Support - 6
Action
Conference And Event Actions
Information Technology Services will support and encourage staff to attend and participate in conferences and events to provide networking and professional development for staff
Objective
Presentation Of Achievements At Local, State And National Events
Information Technology Services will encourage staff to make presentations at local, state, and national events regarding SHSU achievements in the information technology arena.
Indicator
Track Number Of Presentation Made At Local, State, And National Events
Information Technology Services will track both the number of presentations made, and the number of events where they were made. This decision has been driven by the overall desire to highlight the achievements of both the department and the university.
Criterion
Make Two Presentations
Information Technology Services 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 Event Finding
As of 8/31/2011,
Local Level Cyber Security Town Hall - 6 State Level Texas Association of State Systems for Computing and Communications - 1
Action
Presentation Of Achievements At The Local, State, And National Events
Presentations at the local events have allowed us to share good information technology practices with campus stakeholders. Additional effort will be made next year to increase the quantity of presentation at other levels.
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 Technology Services 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
As of August 2011, each of the following general use labs had an average daily usage of the following: AB4 52% NGL 48% CHSS 39%
Action
Manage General-access Computer Labs
Information Technology Services has determined that general-access labs are highly utilized and a determination will need to be made as to the operation hours to student demand
Goal
Improve The Support Services To Internal Constituents
Review the department units for improvement strategies
Objective
Campus Administrative Databases
Provide reliable availability of campus administrative databases
Indicator
Availability Level
Information Technology Services will track availability of the campus administrative database and document the times it is unavailable
As of 8/31/2011, Information Technology Services has maintained a 99.99875% availability of the campus administrative databases.
As of 12/2010 - Banner HR/Payroll has been implemented As of 1/2011 - Banner Finance has been implemented As of 4/2011 - Banner Student has been implemented As of 5/2011 - Ad Astra and StarRez has been implemented As of 8/2011 - T2 has been implemented
Action
Campus Administrative Databases
Information Technology Services will assess administrative databases to provide expected level of uninterrupted service to our clients.
Objective
Campus Cores Server Services
Provide reliable availability of campus core server services.
Indicator
Availability Of Campus Core Server Services
Information Technology Services 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 Of Core Servers
As of 8/31/2011, Information Technology Services has maintained 99.99786% of core server services availability.
Action
Campus Core Server Services Availability
Information Technology Services will assess core server services to provide expected level of uninterrupted service to our clients.