INFORMATION SERVICES 5 Year Goals and Objectives July 2009 – June 2014 Mission: We are a strategic asset for UMKC’s missions of: Teaching and Learning, Research, Service, and Economic Development. 2014 Goals: 1. Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access. 2. User technologies and support that enhance and facilitate Teaching and Learning, Research, Service, and Economic Development. 3. Effective and efficient management of resources. 4. Accurate, understandable, and accessible communication, documentation and resource use. 5. Continuous improvement in services, facilities, and professional development. The processes for achieving each of the above goals are listed on the following two pages. 2009 IS Project List and Point Person: - ILE Hybrid Classroom Integration – Guggenmos/Classroom Technology Services - Infrastructure improvement (building cabling) – Johnston/Telecomm & Networking - VOIP rollout – Johnston/Telecomm & Networking - E-learning Initiative – Goodenow/Information Access - Expansion of wireless coverage – Johnston/Telecomm & Networking - Disaster Recovery – Schonemann/Networking - Email Migration – Schonemann/Networking - Server Virtualization – Schonemann/Networking Details on each of the above projects can be found in the individual sections for the responsible department. IS Accomplishment Report: August 2009 – January 2010 Page 1 INFORMATION SERVICES 5 Year Goals Goal #1: Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access. Student Live @ EDU Project Increase the ILE Classroom availability Upgrade Building Wiring Infrastructure VoIP Roll Out Expand Wireless Systems Network Core and Building Electronics Lifecycle Network new buildings and Residence Halls Course capacity/technology project Goal #2: User technologies and support that enhance and facilitate teaching and learning, research, service, and economic development. New Campus Web Server Architecture and Content Management Project Increase the ILE Classroom availability Increase overall awareness and feedback for the ILE Classroom systems VoIP Roll Out Expand Wireless Systems IT Support Services become more accessible, visible and available to the campus community Improve campus computer lab experience and resources Course capacity/technology project Goal #3: Effective and efficient management of resources. Restructure Classroom Technology Department to adequately support the ILE Classroom systems and campus AV projects Increase efficiency in delivery of services Expand efforts to comply with “green” computing initiatives including energy reduction and recycling. Provide advanced technical expertise and services to UMKC academic units, IT Liaisons and UMKC departments Course capacity/technology project IS Accomplishment Report: August 2009 – January 2010 Page 2 Goal #4: Accurate, understandable, and accessible communication, documentation and resource use. Storage Management: Accounting, Reporting and Allocation Disaster Recovery Planning and Procedures Project Overhaul of IS Related Security Policies and Enforcement of Policies Increase Security Awareness Upgrade Software Deployment Change Management - changes to IT resources are organized, timely and well-communicated Course capacity/technology project Goal #5: Continuous improvement in services, facilities, and professional Development. Implement an IS Project Management Office Increase the ILE Classroom availability Increase professional development opportunities for staff Infrastructure Improvement Expand Wireless Systems Network Core and Building Electronics Lifecycle replacement schedule Network new buildings and Residence Halls Data Leakage Prevention IS Accomplishment Report: August 2009 – January 2010 Page 3 Educational Technology Services Goals and Objectives Update August 2009 – January 2010 ILE Hybrid Classroom Integration (Goals 1, 2, 5) The Hybrid project started in early February 09 when 62 classrooms were selected for ILE AV upgrades. The project was broken into two phases. Phase-1, scheduled to run through June of 2010, consisted of upgrading 51 classrooms, currently without integrated AV. Phase-2, scheduled to run from July 2010 through December 2010, consists of upgrading 11 classrooms currently with limited ILE systems. During this review period, upgrades have been completed in all 51 of the phase-1 classrooms and in 4 of the phase-2 classrooms. This has increased the number of UMKC ILE classrooms from 67 to 122. Also during this period, five Katz Hall rooms were removed from the Hybrid project and scheduled for completion during summer of 2010 as a result of pending Katz Hall building renovations. This has changed the overall room count for the Hybrid project from 62 to 57. We plan to complete upgrades in the two remaining classrooms by April 1st, 2010, completing the ILE Hybrid Project 8 months ahead of schedule. Upon completion of the five Katz Hall classrooms this summer, we will have added 62 ILE classrooms in 15 months. Critical Issues:  Additional funds are needed on a yearly basis. As we add additional classrooms, our maintenance/lifecycle pool funds will be stagnate and insufficient to maintain a 3 year lifecycle on all of the system components. IS Goals Supported:  User technologies and support that enhance and facilitate research, service, teaching and learning and economic development.  Effectively and efficiently manage resources. IS Accomplishment Report: August 2009 – January 2010 Page 4 Restructure CTS to adequately support the ILE Classroom systems and campus AV projects independently (Goals 3, 5) This review period was used as a “soak in” period for our department to adapt to recent organizational structure changes. I feel the new AV Supervisor and Designer have acclimated to our department, its operational process as well as the culture of the University. We are noticing an improvement in work flow as a result of these changes and are quickly gaining ground towards supporting custom AV projects without impacting support. The decision to employ part-time staff to cover the early morning maintenance and functionality testing has proved to be a wise choice. We are now able to check all of our classroom systems daily at a fraction of the cost of FTE. We are also seeing a reduction in trouble tickets. As a result, we are considering shifting one FTE staff member to the normal day shift to be available for support and project work during the busier hours of the day. During the next review period, we will analyze the need to fill in technical staff to formalize the division between the two support groups. Currently, technical staff is floating between groups on a daily/task basis: ultimately we plan to have dedicated staff for each area. Critical Issues:  It is difficult to ensure that the entire campus receives equal levels of support with the geographical boundaries that exist. This might require additional FTE in some of our remote locations.  It is difficult to allocate adequate time for quality cross training due to the density of our project load.  Technology changes so rapidly that keeping staff trained and skilled on new technologies before we are required to implement them is very difficult. IS Goals Supported:  Effectively and efficiently manage resources.  Communication, documentation and resources use that is accurate, understandable and accessible.  Continuous improvement in facilities, service and professional development. IS Accomplishment Report: August 2009 – January 2010 Page 5 Increase awareness and feedback surrounding the ILE Classroom systems (Goals 2, 3, 4) During this review period we conducted several one-on-one ILE user training sessions with faculty. We continue to work with the Registrar’s office to assist in marketing ILE user training to faculty at the start of classes. During the next review period, we plan to partner with ITS to provide ILE user training in conjunction with their Instructional Technology classes. We have added additional ILE related questions/answers to the Right Answers Knowledge base. We have updated information about ILE classrooms on our website and will continue to maintain its accuracy. Lastly, we are working on revising our ILE survey to cover new systems installed and plan to send it out once a year during the fall semester. Critical Issues:  Some resources we plan to augment are web based. Currently, we do not have staff with expertise in this field.  Some faculty and student requests are difficult to incorporate/consider on an enterprise scale.  It is difficult to maintain system standardization when requested changes are not consistent for all ILE classrooms. Ongoing Action Items: 1. Continue to update and post training manuals for ILE systems 2. Continue to market ILE user training at the start of every semester through Registrars office and ITS 3. Continue to develop ILE content for the knowledge base. Review and add content as needed 4. Evaluate ILE classroom design continuously, taking into consideration information received from surveys IS Goals Supported:  Provide user technologies and support that enhance and facilitate research, service, teaching and learning and economic development.  Effectively and efficiently manage resources.  Communication, documentation and resources use that is accurate, understandable and accessible  Continuous improvement in facilities, service and professional development. IS Accomplishment Report: August 2009 – January 2010 Page 6 Increase professional development opportunities for staff (Goal 5) Professional Development goals have been identified and included in each staff member’s performance evaluations. These goals are reviewed bi-annually. Training materials have been purchased to allow for more in-house training to reduce budget expenses. We have various required training seminars and campus-offered training events scheduled for staff this year. Critical Issues:  It is difficult for our staff to find time to work on their professional development skills. When needed, some staff might need to work on developing these skills during their personal time.  Allowing staff to attend training during working hours impacts our level of service. IS Goals Supported:  Effectively and efficiently manage resources.  Continuous improvement in facilities, service and professional development. IS Accomplishment Report: August 2009 – January 2010 Page 7 Individual Educational Technology Services accomplishments this period – Departmental Items 1. Completed $306,452.04 of AV projects during this review period. 2. Converted morning maintenance and functionality testing of ILE systems to be covered by PT staff and added four PT AV Technicians to the team. 3. Completed ILE Classroom and projector maintenance during break. System Projects 4. Serving on New Student Union Technology Committee – Justin Guggenmos 5. Serving on MNL Library Expansion Committee – Justin Guggenmos 6. Attended regular Campus Facilities Project Review meetings – Justin Guggenmos Completed Projects 7. Completed – School of Dentistry Classroom renovations; AMX programming for additional classrooms. 8. Completed - Chancellor’s Focus Room – Custom system; Full ILE, Satellite, Four 52” touch overlay LCD, custom analytical software. (Lifecycle cost - $53,233.44) 9. Completed – SON NHSB 3301 Retrofit for student desk microphones. (Lifecycle cost - $103,982.84) 10. Completed - SOM MG-200 METI MAN – Custom system; Partial ILE, 6 monitoring stations with HD recording capabilities. (Lifecycle cost - $61,172.24) 11. Completed – A&AH Travel Projector. (Lifecycle cost - $745.00) 12. Completed – CCAS Counseling Rooms Upgrade – new DVR/VCR, 10” preview monitors. (Lifecycle cost - $905.25) 13. Completed – SON Conference Rooms (NHSB 2327 & 2418) – Full ILE capable conference rooms. (Lifecycle cost - $54,459.10) 14. Completed – UC Barber Shop – LCD and Satellite service installation. (Lifecycle cost - $767.01) 15. Completed – Johnson Hall Room 008 – Full ILE Classroom. (Lifecycle cost - $23,922.39) 16. Completed – Johnson Hall Lobby Signage – LCD signage installation. (Lifecycle cost - $5,077.77) 17. Completed – 5306 Holmes Room 201 – Audio upgrade. (Lifecycle cost - $298.58) 18. Completed – 5317 Holmes Room 207 – Partial ILE installation (Lifecycle cost – $1,888.42) Current Projects – Implementation Phase – ($108,622.56) 19. Ongoing - ILE Hybrid Project – 96% complete (55 of 57 rooms), project completion est. of February, 2010  SOE – 13 systems installed  BS – 5 systems installed  LS – 2 systems installed  BSB – 1 system installed  SRC – 3 systems installed  CH – 3 systems installed  RH – 3 systems installed  GH – 6 systems installed  PAC – 2 systems installed  FH – 6 systems installed  HH – 2 systems installed  SOM – 2 systems installed  NHSB – 2 of 4 systems installed  NLD – 5 systems installed  KP – 4 systems removed from project IS Accomplishment Report: August 2009 – January 2010 Page 8 20. Ongoing – Law School Room 028 – Multi-purpose Courtroom/Classroom; 90% complete. (Lifecycle cost - $76,738.57) 21. Ongoing – Law School AV Distribution – Capability to link rooms 02 – 05 for AV distribution and recording. (Lifecycle cost - $4,148.80) 22. Ongoing – Miller Nichols Library Room 121 – ILE Classroom Conversion/Upgrade; 90% complete. (Lifecycle cost - $23,235.19) 23. Ongoing – 700MHz Microphone Replacements – 10 locations need wireless microphones replaced. (Lifecycle cost - $4,500.00) Current Projects – Design/Planning Phase – ($704,556.29) 24. Planning – Flarsheim Hall room 310 – Distance Education Classroom – JOC build by KBR. (Est. Lifecycle cost - $112,556.29) 25. Planning – New Student Union – Designing 13 ILE systems and 17 LCD digital signage locations; reviewing possible solutions for IP video/cable distribution system. (Est. Lifecycle cost - $458,000.00) 26. Planning – Katz Hall Renovations – Updating/Refreshing 3 existing ILE Classrooms; installing 5 ILE Hybrid Classrooms; designing 2 custom rooms. (Est. Lifecycle cost - $134,000.00) IS Accomplishment Report: August 2009 – January 2010 Page 9 Information Access Goals and Objectives Update August 2009 – January 2010 Efforts of the Information Access Division during the period August 2009 through January 2010 were notable for the improvements made in measurements of customer response times, despite a steady increase in requests for service. All divisions had singular and combined successes. Instructional Technologies (ITS) significantly expanded the usage of Tegrity, Wimba and Moodle during the Fall Semester 2009. Blackboard interest from new faculty remained high. The University eCalendar continues to expand. Information Manipulation Services (IMS) spent resources and time on large projects for the School of Dentistry, Conservatory, Bloch School of Business and School of Law. The IMS group started account cleanup processes for SSO and email management. Scanning and Printing completed hundreds of projects for groups across campus. Information Presentation Services (IPS) continued to create a high quality web development UMKC. Highlight projects during this time period included e-commerce projects and the introduction of a WordPress server to campus. Information Access played a key role videotaping and producing many campus wide UMKC events. IA continues to play a key role in defining and developing distance education solutions for the campus. Instructional Technologies (ITS) Projects, Research and Development, and Personnel Podcasting:  Successfully completed two years of the Tegrity Podcasting project.  Users have grown from 15 instructors during the FS 2007 semester to approximately 76 instructors during the FS 2009 semester  Created 1508 recordings between August and December 2009  Recordings were viewed approximately 44,294 times ePortfolios:  Completed two years of ePorftolio administration  Continued successful usage by the History and Dental Hygiene departments  78 active Dental Hygiene accounts  111 active History accounts IS Accomplishment Report: August 2009 – January 2010 Page 10