Institutional Planning, Assessment & Research
Strategic Action Plan 2010-13
Information Technology and Computing Services
ECU Values:
ECU’s Information Technology and Computing Services adheres to the established
“enduring values” outlined in ECU Tomorrow: A Vision for Leadership and Service
(2007), ECU’s long-range strategic plan and is aligned to the Strategic Action Plan,
2010-13 and its corresponding Key Performance Indicators that advance our
Mission.
ECU’s values are outlined below:
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Respect;
Authenticity;
Accountability;
Teamwork; and
Commitment to Serve.
ECU Mission:
To serve as a national model for public service and regional transformation
by:
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Preparing our students to compete and succeed in the global economy and
multicultural society,
Distinguishing ourselves by the ability to train and prepare leaders,
Creating a strong, sustainable future for eastern North Carolina through
education, research, innovation, investment, and outreach,
Saving lives, curing diseases, and positively transforming health and health
care, and
Providing cultural enrichment and powerful inspiration as we work to
sustain and improve quality of life.
Approved by the UNC Board of Governors - November 13, 2009
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Institutional Planning, Assessment & Research
Key Strategic Planning Principles:
Several key planning principles were established to develop this strategic plan:
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Support for student success throughout the continuum of their college
learning experience;
Adherence to ECU Tomorrow: A Vision for Leadership and Service, 2007 and
the ECU Strategic Action Plan, 2010-13;
Support for effective leadership and professional development;
Purposeful decision-making, moving towards clearly defined goals and
measurable objectives;
A commitment to institutional effectiveness; and,
Allocation of resources to ensure attainment of established priorities.
Goals:
GOAL 1:
GOAL 2:
GOAL 3:
GOAL 4:
GOAL 5:
Engage in transformational technologies to enhance the university’s
learning environment.
Support and engage in planning the university’s research agenda.
Build and expand increasingly reliable, robust, and secure access to
information and technology.
Continue to promote customer-focused information technology
services and support.
Plan and Manage Information Technology.
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Goal 1:
Engage in transformational technologies to enhance the university’s
learning environment.
Outcome Objective: Enhance technology best practices to enrich the student
learning experience.
 Measure: Number of tools, services, and resources (e.g., smart
classrooms, software, labs, vcl, site licenses) available to students to
enrich the learning experience. Survey and focus groups of student
and faculty users for effectiveness and quality of resources.
Outcome Objective: Increase professional development opportunities for
faculty to advance the use of technologies that support an environment
conducive to teaching and learning.
 Measure: Number of programs, training offerings, consults, and
project development. Survey and focus groups of student and faculty
users for effectiveness and quality of resources.
Outcome Objective: Anticipate and respond to opportunities that support
student success via vendor partnerships.
 Measure: Number of vendor partnerships that increase student
opportunities and the number of students and programs impacted.
Survey and focus groups of student and faculty users and vendors for
effectiveness and quality of resources.
Goal 2:
Support and engage in planning the university’s research agenda.
Outcome Objective: Partner to develop and fund a model to use technology
to effectively support the university’s research agenda.
 Measure: Number of opportunities, the funding amount secured by
the research area we are supporting, and the quality of our support
and services (e.g., did we add technology, fte’s, services, and
evaluation of these through survey and focus groups).
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Goal 3:
Build and expand increasingly reliable, robust, and secure access to
information and technology.
Outcome Objective: Ensure information technology is in compliance with
ECU policies and industry standards.
 Measure: Number of incidents and the number of education offerings
to increase awareness of students.
 Measure: Number of university-wide policies, rules, and regulations
in support of security compliance and industry standards.
Goal 4:
Continue to promote customer-focused information technology
services and support.
Outcome Objective: Continue to support an efficient and effective customercentric information technology environment.
 Measure: Achieve 85% or higher on customer satisfaction surveys
(e.g., Banner, Customer Service, Senior, and Sophomore Survey).
 Measure: Uptime of Core Services.
Outcome Objective: Increase coordination, collaboration and
communication among the many providers, supporters, and users of
information technology.
 Measure: Achieve 85% or higher on customer satisfaction surveys
(e.g., Banner, Customer Service, Senior, and Sophomore Survey.
Outcome Objective: Define and manage the user environment and
experience through formal processes that guide service rollout, technology
evaluation, release management, system management documentation, user
requirements, and feedback.
 Measure: Achieve 85% or higher on customer satisfaction surveys
(e.g., Banner, Customer Service, Senior, and Sophomore Survey.
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Goal 5:
Plan and Manage Information Technology.
Outcome Objective: Establish a mature enterprise project management
system that advances transparency, accountability, operational excellence,
and assessment.
 Measure: Internal ITCS adoption rate of tool for enterprise projects.
 Measure: Adoption of tool by other divisions managing projects.
 Measure: Quality of the tool through feedback of users of the tool and
the community.
 Measure: Percent of projects on-time and within budget.
Outcome Objective: Establish an IT Governance model that defines decisionmaking rights and authority.
 Measure: Implementation and finalization of the IT governance
recommendations.
Outcome Objective: Create an ongoing, integrated, systemic, research-based
strategic planning process.
 Measure: Establish the committee, committee guidelines, meeting
frequency, and membership. Documentation of action items and
accomplishments contained within year in reports.
Outcome Objective: Develop a plan for a sustainable IT funding model (see
IT Task Force Recommendation in Appendix A) that addresses scalability,
reduces the dependency on one-time reallocation funds, and supports longrange IT strategic planning.
 Measure: The approval of an IT funding model philosophy.
 Measure: Implementation of the IT funding plan by the University.
 Measure: Increase in the number of grant proposals ITCS provides
consulting support.
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