Enterprise Services will provide resources that meet resource type needs, be reliable and be available when and where needed by the University.
Objective
ES Services Will Provide Service Accessibility Satisfaction
Enterprise Services will track the manner and/or medium in which resources are delivered to students, faculty and staff.
KPI
Evaluate Satisfaction Of Clients With The Manner And/or Medium In Which Resources Are Delivered
Survey campus to evaluate if resources are delivered satisfactory.
Result
Satisfaction With Existing Services
In the course of meetings with faculty and staff across campus over this year, several systems have been identified as needing improvement:
DegreeWorks Academic Affairs faculty and advisors have raised numerous concerns and requests for additional functionality regarding the DegreeWorks advising system.
Cognos/ODS Staff and Faculty have requested new functionality available in Cognos X such as Active Reports, single sign-on (SSO), etc. Additionally, we have universal request for a more stable reporting system, which we've identified to be a lack of satisfaction with the stability of the Operational Data Store (ODS).
CCURE The university has two versions of the CCURE card access systems. CCURE 8000 is used by Residence Life, and CCURE 9000 was used for all Education and General use (E&G) Buildings.
Card System, Meal Plans, and Bearkat Bucks The existing legacy infrastructure for the Card System used by the BearkatOne Card office, and the Meal Plan and Bearkat Bucks systems used by Residence Life and Aramark have reached their end of life and require a lot of system support and maintenance to continue operation. These systems need to be replaced by newer systems.
Action
Satisfaction With Cognos/ODS
Complete. In response to campus demand for a more stable reporting environment, we've upgraded ODS and are in the process of upgrading Cognos to improve performance. The upgraded version of ODS replaced a historically problematic technology, Oracle Streams, with more reliable Materialized Views technology. Since this upgrade, we have not experienced any unplanned downtime. Additionally, an upgrade to Cognos is underway to move from Cognos 8 to Cognos 10, which will provide additional performance and stability enhancements.
Action
Satisfaction With CCURE
In Progress. Although the CCURE Card Access system has limited use as a desktop application, the card access infrastructure is heavily used across campus. Enterprise Servcies has worked with Facilities and Residence Life Maintenance to consolidate the CCURE 8000 and 9000 systems. This reduces the hardware and interfaces to a single system. Additional work is occurring to further outline improvements, define responsibilities, and prioritize needs.
Action
Satisfaction With Card System, Meal Plans, And Bearkat Bucks
Complete. The existing, legacy systems for the Card System, Meal Plans, and Bearkat Bucks were the original systems before Banner. These systems had been udpated to work, but they were not working well. Enterprise Services, BearkatOne Card, and Residence Life identified the CBORD card system as the solution for these needs. CBORD was implemented over FY2014 with a go live in Summer of 2014. Although considered complete, we will continue to monitor and seek feedback from the involved departments.
Action
Satisfaction With DegreeWorks
In Progress. Faculty and Advisor satisfaction with DegreeWorks is varied. Additionally, the system needs to be upgraded to provide new functionality. We are in the process of scheduling consulting engagements that would involve a survey of concerns, prioritization, implementation, and training. New features needed are the NCAA compliance module, Academic Plan Templates, Academic Student Planner, and possibly the Transfer Equivalency module (TrEq).
Objective
Project Delivery Satisfaction
Enterprise Services will provide satisfactory project delivery
KPI
Evaluate Satisfaction Of Client With Project Delivery
Survey clients with whom ES provided Project-based services in a satisfactory level and target a 90% satisfaction rating.
Result
Satisfaction With Project Delivery
67% of respondents agreed that the project met the agreed scope of the project.
Although this percentage did not meet the target goal, only 4 responses were received (1 of which responded to every question with "Not applicable"), which makes the results of this survey not representative because of the low number of responses.
Action
Project Delivery Actions
The project survey is being automated within Cherwell to occur at the conclusion of a project rather than at the end of the fiscal year as it occurred this year. This should improve the response rate resulting in a statistically valid result.
Objective
Provide Reliable ERP Services To Campus
Enterprise Services will provide ERP services to campus that are reliable and available.
KPI
ERP Service Uptimes
Track the ERP availability and target a 99.9% uptime. The ERP availability will be determined by monitoring core ERP services consisting of Banner INB, Banner SSB, mySam (Luminis), ODS, and Cognos.
Result
Core Service Uptimes
NB / SSB / JobSub 99.67% Planned Uptime 0.00% Uplanned Downtime 99.67% Total Uptime
MySam 99.62% Planned Uptime 0.00% Uplanned Downtime 99.62% Total Uptime
Based on the results for FY2014, we have met the stated objective for most of the defined Core Services. However, the Cognos/ODS system is where we have experienced some unplanned outages that have caused us to drop below the target uptime.
To mitigate these unplanned outages, we've upgraded ODS and are in the process of upgrading Cognos to improve performance. The upgraded version of ODS replaced a historically problematic technology, Oracle Streams, with more reliable Materialized Views technology. Since this upgrade, we have not experienced any unplanned downtime. Additionally, an upgrade to Cognos is underway to move from Cognos 8 to Cognos 10, which will provide additional performance and stability enhancements.
Goal
Provide Quality Service Delivery Experience In ES
Enterprise Services will utilize the work order survey to measure the perception of services delivery by ES.
Objective
Provide Service Delivery That Will Be Perceived To Have Kept The Client Informed
Enterprise Services will utilize the work order surveys to evaluate the client's perceptions of how well ES staff have kept the client informed of request status.
KPI
Client Perception Of The Level Of Communication Received
ES will strive to receive a 95% rating on Communication received with service requests.
Result
92.07% Satisfaction For Level Of Communication
209 respondents out of 227 total responses, or 92.07%, reported being either Very Satisified or Satisfied with the amount of timely communication received from Enterprise Services Staff.
Action
Continue To Monitor Communication
Although we did not meet the 95% target, we are satisfied with the results of the survey results. We had a slight decrease this year over last year, so we will continue to monitor and stress the importance of proper communication. Additionally, we will reevaluate how people are using Cherwell features to meet this goal.
Objective
Provide Service Delivery That Is Timely And Efficient
Enterprise Services will utilize the work order survey to evaluate the client's perception of the duration to complete service requests.
KPI
Client Perception Of Time To Complete Service Request
Client Perception to time to complete service request => 95%
Result
92.07% Satisfaction For Time To Complete Service Request
209 respondents out of 227 total responses, or 92.07%, reported being either Very Satisified or Satisfied with the time to complete the service request from Enterprise Services staff.
Action
Improve Intake And Prioritization Process
We had a slight increase this year over last year, so we will continue to monitor and stress the importance of timely completion of requests. This year, we've implemented some cross-training and task assignment processes that appear to have helped some with the perceived speed with which we complete requests. Although we did not meet the 95% target, we are satisfied with the results of the survey results.
Goal
Provide Quality Professional Development Opportunities For Staff
Provide time and funding for staff to attend professional development through training and/or conferences.
Objective
Provide Professional Development Opportunities To ES And PMO Staff
Enterprise Services will allocate funding and time for staff to participate in professional development activities, which will enhance staff value to students, faculty, staff and alumni.
KPI
Provide Professional Development
100% of ES and PMO staff will satisfy the SHSU Human Resources Staff Professional Development requirements.
Result
Provide Professional Development Result
The Professional Development goals were established in January for a calendar year period. Our results are inconclusive because we have not completed the full year cycle. However, our staff are making adequate progress towards completion.
External development opportunities are provided as budgets and schedules permit. However, free internal training is available through Skillsoft and Talent Management. A combination of these internal and external training will be used to fulfill this requirement.
KPI
Provide Opportunity For High Quality Professional Development That Enhances Value
ES will provide high quality professional development that will enhance staff value to students, faculty, staff, and alumni. 90% of all Professional Development that is attended will operational improvement related to ES and PMO functions.
Result
Quality Professional Development
All staff have reported that their trainings provided value in their daily responsibilities.
Admittedly, these responses do not demonstrate direct benefit, and IT@Sam is developing a more formal process around how we demonstrate the value of training in future years.
Action
Professional Development Action
IT@Sam is developing a more formal process around how we demonstrate the value of training in future years.
Additionally, we are looking for ways to ease the compliance reporting around the HR training requirements.
Goal
Analyze Opportunities To Increase Campus Efficiency
Enterprise Services will continuously analyze processes to increase campus efficiency in one or more of hte following areas: costs, operatons, and communications.
Objective
Evaluate Processes To Increase Campus Efficiency
ES will evaluate at least one process within the ES or PMO area to increase campus efficiency.
KPI
Evaluation Of Project Management Process
ES, ISS, CS, and PMO staff will work together to measure and track the existing Project Management Process/Lifecycle to identify inefficiencies, and will make improvments where feasible.
Result
Results Of Evaluation Of Project Management Process
In our evaluation of the project process, 4 key inefficiencies or areas for improvement were identified:
The existing high-level process was insufficient for non-project managers to adequately lead projects. Specific instructions and training are needed to train all staff on the project management process. Lastly, the process must be monitored to ensure projects are moving efficiently through the process and to ensure compliance with the process.
Operational-Level Agreements (OLAs) are needed to ensure that project reviews are completed in a timely manner so that we can respond to clients in a reasonable timeframe.
Resource management is still a primary concern.
Project prioritization is still a challenge, but improving.
Action
Process Management Process Improvement
Based on the results of the evaluation of the project management process, the following action plan will occur beginning in FY2015:
Process Documentation Expansion and Training. The PMO has developed extensive, in-depth project lifecycle documentation. This expanded process and documentation will be shared with the divisional department heads and managers to gather feedback to improve the process. Then, training will be offered to all in leading projects with special focus on how to use Cherwell to accomplish the tasks.
Internal Process Improvements Several improvements have been outlined in the step above. However, this also necessitates some changes to Cherwell. Requests have been placed, and are pending changes by the Cherwell Administrator.
Project Prioritization The PMO has initiated monthly Project Prioritization meetings during which the department heads for IT prioritize projects, and sequence those at appropriate times.
Resource Management During the Project Prioritization meetings above, consideration is given to resources who may be needed for multiple projects to plan a manageable workload for those individuals. This process can be further improved at a later date when better resource management tools are available.