Unit: Computer Services and Information Technology
Leader: Donald Shavers
Mission Statement: The Computer Services and Information Technology mission is to form and maintain a solid base of technically oriented computer related support for the university. This involves overseeing all major computer components which includes Administrative and Academic Computing, data processing and retrieval, Networking and Telecommunications and approved hardware and software support
Guiding Principles:
1. Provide efficient and customer oriented services
2. Serve the technological needs of Students, Faculty, Staff and Administrators.
3. Provide university wide high-speed data network.
4. Recruit and maintain personnel through professional development.
5. Serve as campus knowledge base.
6. Servers as mentors to expose students to current technology.
7. Serves as liaison between campus community and OIIT.
Primary Clients:
1. Students
2. Faculty
3. Staff
4. Administration
5. Board of Regents
Procedures Manual: Currently being revised, will be completed 2001
Basic Performance Indicators:
1. (Cost Effectiveness) - Cost will be documented to establish norms based on salaries and times. These norms will then be review to determine the need for cost reduction.
2. (Time Efficiency) - Service times will be documented to establish benchmark times. These times will then be compared to future times so as to establish a norm and determine a need for improvement.
3. (Staff Productivity) - Staff productivity will be documented by the ratio of open and closed
service calls.
4. (Customer Satisfaction) - Surveys will be performed to establish customer satisfaction and identify areas needing improvement.
5. (Higher Ed Benchmark) - Benchmarks will be established and documented. They will then be compared to similar institutions to determine if improvements are needed and if we
are operating within established norms.
University Initiative Responses:
1. (SACS Issues)
2. (BOR Issues)
1. Shall reasonably accommodate the needs of non-traditional learners in providing access, services and instruction.
This initiative will be addressed by providing consulting services to faculty, staff and students, providing technical support to the user community, maintaining and upgrading the campus backbone and maintaining central computing applications and software.
2. Shall insure that an educational, physical and social environment that supports learning and growth, raises ethical issues for consideration, embraces cultural diversity as a social norm and economic asset, and prepares its students for leadership, collaboration, and conflict resolution in an international, technological and environmentally responsible society.
This initiative will be addressed by providing technical support to the user community, maintaining and upgrading the campus backbone, exploring, implementing and engaging new technologies, providing support to and support for academics and upgrading, maintaining and implementing central computing applications, hardware and software.
3. Shall use educational technology, innovation, and teaching strategies that produce the most learning by engaging students actively, collaboratively with other students, and in frequent contact with faculty. It shall promote and reward excellence in teaching, and shall maximize the benefit to student and to the state for the research, scholarship, and service activities that complement teaching.
This initiative will be addressed by providing technical support to faculty, staff and students, providing consulting services, maintaining and upgrading the campus backbone, exploring, implementing and engaging new technologies in support of both teaching and learning and upgrading, maintaining and implementing central computing applications, hardware and software
4. Shall design and build facilities flexibly to accommodate tomorrow’s educational methods and technologies for distance education, and shall balance local initiative and central oversight in their design and construction in order to enhance both campus environments and statewide economic benefits.
This initiative will be addressed by maintaining and upgrading the campus backbone, exploring, implementing and engaging new technologies, contributing to the long-range facilities master plans, providing technical support and supporting the Chancellor’s initiatives.
5. Shall develop reliable, broad-based data and draw on effective advice including state, regional, and institutional perspective of administration, faculty, students, community leaders, and other stakeholder for its policy decisions.
This initiative will be addressed by providing technical support to the user community, maintaining, upgrading and implementing central applications, hardware and software, providing consultant services, maintaining a technically competent staff for the campus community through professional development and supporting the Chancellor’s initiatives.
6. Shall maintain both direct and technological linkages with major cultural and social organizations and governmental agencies, encourage joint projects with them, maximize their access to its continuing education and support resources, seek their assistance to develop curricular, research, and service projects and student opportunities, and work collaboratively to advance and enrich the quality of life for all Georgians.
This initiative will be addressed by maintaining and upgrading the campus backbone, providing technical support for our user community, maintaining, upgrading and implementing central applications, hardware and software and maintaining a technically competent staff for the campus community through professional development and supporting the Chancellor’s initiatives.
7. Shall pursue coordinated approaches to statewide, national, and international telecommunications and other technological initiatives that maximize public access to information, benefit public health and material well being, and improve educational access, quality, and cost-efficiency.
This initiative will be addressed by maintaining and upgrading the campus backbone, providing technical support for our user community, maintaining, upgrading and implementing central applications, hardware and software, maintaining a technically competent staff for the campus community through professional development and supporting the Chancellor’s initiatives.
3. (Strategic Plan Issues)
4. (Presidential Vision Issues)
1. Very good and excellent academic programs by national standards.
Providing cutting edge computing equipment to support the university’s educational needs, implementing computer facilities in residence halls, maintaining and upgrading the campus backbone, providing technical support and securing and maintaining a technically competent staff for the campus community will support this vision item.
2. Full Technology access for all students.
Providing cutting edge computing equipment to support the university’s educational needs, implementing computer facilities in residence halls, maintaining and upgrading the campus backbone, providing technical support, collaborating with faculty and securing and maintaining a technically competent staff will support this vision item.
3. Greatly expanded science & technology research labs.
Providing cutting edge computing equipment to support the university’s educational needs, maintaining and upgrading the campus backbone, providing technical support, collaborating with faculty and securing and maintaining a technically competent staff for the campus community will support this vision item.
4. Comprehensive set of services & activities for a richer collegiate environment.
Providing mentoring services, internships, consulting services and supporting campus sponsored activities will support this vision item.
5. Engineering programs on campus in collaboration with GA Tech.
Maintaining and upgrading the campus backbone, providing technical support in collaboration with Georgia Tech and serving as consultants with local faculty will support this vision item.
6. Comprehensive set of services and activities for a richer collegiate environment.
Providing mentoring services, internships, consulting services, technical support and seminars and supporting campus sponsored activities will support this vision item.
Organizational Unit: Computer Services and Information Technology Goal # 1
Describe Goal: Recruit and maintain personnel through professional development.
Action Steps:
1. Professional development through seminars
2. Tuition Remission to encourage education advancement
3. Conference attendance to keep abreast of new and current technology.
4. Access to new equipment to expose personnel to current technology.
5. Compensation compatible with area markets.
Expected Outcome(s):
1. Well trained Staff
2. Adequate Staff to support user community.
3. High retention levels as a result of ideal staff environment.
4. Customer Satisfaction as a result of good customer support.
5. Staff certifications.
Effective Measurement Techniques:
Document staff hiring and retention. Survey the user community to determine customer satisfaction.
Responsible Party: Donald Shavers Office Phone: 912-353-5288
Email: dons@tigerpaw.savstate.edu
Due Date: 2001
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal #2
Describe Goal: Develop service procedures and serve as campus knowledge base for computer usage.
Action Steps:
1.
Document problem solutions and create procedures.2.
Create a database of problem solutions.3.
Expose staff to current and new technology through seminars, conferences, staff development and crossing training.4.
Provide training seminars for the user community.
Expected Outcome(s):
1. Better-trained staff as a result of cross training and exposure to current and new technology.
2. Better-trained user community as a result of training seminars.
3. Reduce problem resolution times because of the creation a solution database.
4. Increased productivity as result of a crossed trained staff.
5. A service procedural manual
Effective Measurement Techniques:
1. Document service times for base data. After the implementation of the service procedural manual, compare service times to check for improvement.
Responsible Party: Donald Shavers Office Phone: 912-353-5288
Email: dons@tigerpaw.savstate.edu
Due Date: 2001
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal #3
Describe Goal: Servers as mentors to expose students to current technology
Action Steps:
1. Setup internship programs in cooperation with academic units.
2. Hire work study student and expose them to technology.
3. Train students to setup, repair and install computer equipment and software.
Expected Outcome(s):
1. Increased productivity by enabling work-study students and interns to assist staff.
2. Better prepared graduates as a result of exposure to on-the-job training.
3. More students exposed to technology as a result of employment and internships.
Effective Measurement Techniques:
1. Document the number of interns, the number of work-study students and the services rendered by them.
Responsible party: Donald Shavers Office Phone: 912-353-5288
Email: dons@tigerpaw.savstate.edu
Due Date: 2001
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal #4
Describe Goal: Improve service to the user community
Action Steps:
1. Securing and maintaining a full staff.
2. Documenting problem resolution to assist in solving future problems.
3. Utilizing a helpdesk software to better retract service request.
4. Staff development to prepare staff.
5. Train student assistants.
6. Internships
7. Cross training staff
8. Upgrade the network
9. Attend on-campus customer services training
Expected Outcome(s):
1. Shorter response time.
2. Quicker problem resolutions.
3. Solving problems completely and correctly.
4. Better qualified staff because of staff development.
5. Training student assistants while increasing staffing levels.
6. Better prepared students because of internships.
7. Cross trained multifunctional staff.
8. Upgraded network to support user needs.
Effective Measurement Techniques:
1. Results will be measured through a survey of the user community and by documenting and comparing service response time.
Responsible party: Donald Shavers Office Phone: 912-353-5288
Email: dons@tigerpaw.savstate.edu
Due Date: 2001
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal # 5
Describe Goal: Install BANNER GUI
Action Steps:
Configure server
Copy forms
Compile forms
Install user workstations (ID Creation/Validation)
Support training
Expected Outcome(s):
Efficient use of BANNER to manipulate student data.
Ease of use and user friendliness by pointing and clicking
Expansion of student support services
Student satisfaction
University exposure
Effectiveness Measurement Techniques:
1. Verify that BANNER GUI is available. Survey the students to determine their satisfaction.
Responsible Party: Donald Shavers Office Phone: 912 – 353-5288
E-mail: dons@tigerpaw.savstate.edu
Due Date: 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal # 6
Describe Goal: Install BANNER Web
Action Steps:
Configure server
Upgrade Banner
Support Training
Expected Outcome(s):
Web based interface for student access
Support anytime/anywhere for access to records
Expansion of student support services
Student satisfaction
University exposure
Effectiveness Measurement Techniques:
Verify that BANNER web is available. Survey the students to determine their satisfaction.
Responsible Party: Donald Shavers Office Phone: 912 – 353-5288
E-Mail: dons@tigerpaw.savstate.edu
Due Date: 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal # 7
Describe Goal: Setup Telephone Registration
Action Steps:
Install server
Configuration of telephone response messages
Upgrade Banner
Install extra phone lines
Train support staff
Train functional users
Expected Outcome(s):
Student satisfaction
Remote telephone registration
Remote record access
University exposure
Effectiveness Measurement Techniques:
Verify that telephone registration is available. Survey the students to determine their satisfaction.
Responsible Party: Donald Shavers Office Phone: 912 – 353-5288
E-Mail: dons@tigerpaw.savstate.edu
Due Date: 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Organizational Unit: Computer Services and Information Technology Goal # 8
Describe Goal: Upgrade the campus backbone
Action Steps:
Evaluate current network
Redesign network to maximize efficiency
Identify funding
Upgrade and redesign campus network based on findings
Expected Outcome(s):
Streamlined network that provides more capacity for users
A network that supports latest technology (steaming video, voice over i.p., etc.)
Increase user response time
Network security
Network stability
Effectiveness Measurement Techniques:
Document network outages and slowness. Survey the user community for their perceptions.
Responsible Party: Donald Shavers Office Phone: 912 – 353-5288
E-Mail: dons@tigerpaw.savstate.edu
Due Date: 2001
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)