uaeu - uits update for advisors to chancellor v1 3
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University Information Technology Services
UITSAn Update by the Assistant Provost and CIO
February 2007
Improving IT Services at UAEU
• Bringing an IT Service Culture to UAE University
• Consolidation of IT Services, Creation of University IT Services Help Desk
• Upgrade of Student Records System & New Integrated Business Information System
• Academic Network Technology Refresh and Student Hostels Network Upgrade
• Looking Ahead to New Campus Facilities
Introducing University Information Technology Service (UITS)
• December 2004: UITS Formed
• Three Service Silos Merged Into UITS
• Three New Central IT Groups: – Customer Support Center– Software Applications– Infrastructure (Networks and Servers)
• Most Important Step Was Creation of University IT Help Desk
Classroom IT Support
• Improved Service By Assigning Direct Responsibility for Customer Support
• Automated Customer Support Database
• 4 Year PC Replacement Cycle (2006-9)
• Cost Savings and Service Improvements in Re-Integration of UGRU IT Support Staff
Administrative & Support Programs: Student Information System (SIS)
• 2005 - Consolidation of IT Systems and Improvement of Vendor Relations
• April 2006 SIS Upgrade
• Deployed Standard Configurations: Majority of Custom Code Eliminated
• Instituted Process-Driven Development
Administrative & Support Programs: Student Information System (SIS)
• Service Improved With Systems Upgrade:
– Now More Than 800 Students Register Within One Hour
– Prior to the Upgrade, This Took Days
• Ongoing Plans for Student Records System Include Additional Process Improvements
Student Learning and Assessment : Student Evaluation of Teaching (Banner)
• With New Banner Evaluation System:
– Over 43,000 surveys completed
– Over 2500 sections surveyed
– Over 4000 surveys completed on first day
Faculty and Administrative Appointments: PeopleAdmin
• Consolidation of Recruiting Applications Into One System
• Serves All Job Categories, All Colleges and Administrative Units
• On-Line Status Update for Applicants
Administrative & Support Programs: IBIS Integrated Business Information System
• Putting the Customer in Control
• Integrated Business Information System Builds on Success of Student Upgrade
• IBIS Includes: Budget, Payroll, Online Purchase Requisition Processing, Online HR Processing (Including Position Control)
• Bottom Line: One Source of Data Powers Better Service and Metrics
Integrated Systems Innovations: Automating Official Documents
• Finance Implemented Software to Produce University Official Documents (Purchase Orders and Checks)
• Admissions and Registration Plan to Use These Tools to Automate Official Letters, Transcripts, Attestations, etc.
Student Learning and Assessment: e-Services
• Web Portal (Luminis) Builds on IBIS Success Enables Direct Student, Faculty and Staff Access to e-Services
• Operational Data Store (ODS) Centralizes User Access and Consolidates Database Support
• Enhanced Learning Opportunities and Robust Datasets for Assessment
Facilities 2005-6: Academic Network Refresh
• 2006 Completed Technology Refresh for Academic Network on Maqam Campus
• Built on Reliable Wired Network in Academic Spaces
• Proactively Maintaining High Quality Services to Colleges and Units
Legacy of Divided IT Services: Unreliable Hostels Network
• 2002-3 Inappropriate Technology Used to Connect Hostels to the UAEU Network
• Company Selected Went Bankrupt in 2006
• 2002-3, Student Affairs Used Phone Lines as a “Quick and Dirty” Solution to Support Wireless Inside the Hostel Buildings
• Result: Insufficient Hostels Wireless Coverage and Unhappy Students
Facilities 2007: “Quick Fixes”
• Extended Lab Hours
• Temporary Hostel Lab Pilots
• Maintenance Agreement For Equipment Manufactured by Defunct Company
Hostels Facilities Plan 2007-9: Phased Network Upgrades
• Phase I (MQM Campus) – Maqam 1,3,5
• Phase II (Remote Sites) – MQM 2, TWM, SBA, KWT
• Phase III (Increase Capacity and Security Levels)
Facilities: Campus Master Plan
• Ensure Funding Included for Active IT Components (Hardware and Software)
• Include Data Center Facilities in Master Plan
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