Information Services
Information Services
Annual Report
2014 - 2015
Delivering an enriched technology experience to
the Kent State University Community
Content
01.
INTRODUCTION TO ANNUAL REPORT
3
02.
INFORMATION SERVICES TEAM
4
03.
CHALLENGES & STRATEGIES
5
04.
TECHNOLOGY UTILIZATION
7
05.
STRATEGIC THEMES
8
06.
KEY ACHIEVEMENTS
9
07.
Students First
10
08.
Distinctive Kent State Identity
12
09.
Global Competitiveness
13
10.
Local Impact
14
11.
Sustainable & Vibrant Future
15
CIO INTRODUCTION TO
ANNUAL REPORT
As Kent State University embarks on a journey to establish a greater sense of identity and mission, so too
the Division of Information Services is striving to connect the university community in new and better
ways. In the past fiscal year, we have made excellent progress on key IT-related initiatives that enhance the
user experience and ensure the fast, reliable, and secure exchange of information throughout Kent State
University’s campus and beyond. As the demand for technology services continues to grow, we are able to
meet our constituents’ needs by focusing on the following key areas:
•
Innovation
•
User-Experience
•
Service Management
•
Security
These pillars of our operation and the broader institutional mission guide our division as we make
important decisions about technology services. This annual report highlights the challenges, strategies,
and accomplishments from the past year in support of that mission and vision: Students First, Distinctive
Kent State Identity, Global Competitiveness, Local Impact, and Sustainable & Vibrant Future. Our goal is to
continue to building partnerships with the university community to continue providing the best possible
IT services that support and enable the great work of our students, faculty, staff, and alumni.
Ed Mahon
Vice President of Information Services & CIO
INFORMATION SERVICES
TEAM
Meet the Information Services team. Collectively, this team leads essential IT functions that build and support the
technology infrastructure, applications, and services that the KSU community relies upon every day.
4 INFORMATION SERVICES
CHALLENGES/STRATEGIES
Challenges
Information Services is faced with several externally and internally
driven challenges.
The externally driven challenges are:
How do we keep up with the rapid pace of technology changes?
The rapid growth of smart mobile devices are driving a transformation in Information Technology and advances in cloud computing continues to impact Information Services.
How do we defend our systems and data from cyber-attacks?
Massive data losses and denial of service attacks are becoming more commonplace. The tactics used by the cyber-attackers is becoming more sophisticated.
The internal challenges include:
How do we systematically improve the usability of our systems?
As technology continues to evolve, user expectations regarding usability are also changing. Interfaces which were once considered user friendly begin to seem antiquated and difficult to use when compared to new consumer based applications user are familiar with in the daily lives.
How to keep pace with growing demand in all aspects of our technology service?
The use of information technology continues to grow rapidly. Students expect wireless access for multiple devices; project demands for IT applications and systems continues to outpace our capacity; servers and data storage need to handle far more data; and data demands include more complex and large media files.
Hiring and retaining qualified staff
We must compete with large employers in nearby urban areas for limited, high demand technology resources.
How to manage the complexity of application architecture
Driven by many of the challenges listed above, our application architecture continues to increase in complexity. If not addressed this complexity creates a vicious cycle where the increased complexity makes it more difficult to deal with the very challenges that are at the root of the increased complexity.
5 INFORMATION SERVICES
CHALLENGES/STRATEGIES
Strategies to Address Challenges
Embrace the Cloud
While rapid advances of capabilities in cloud computing is in itself one of our challenges, we must
embrace cloud capabilities to address several of our major challenges.
Many cloud applications are relatively new and have been developed with a mobile first philosophy; this
addresses our challenge of systematically improving the usability of our systems, at least in regards
to mobile devices. Cloud applications are developed utilizing modern web technologies and sound
usability practices, which addresses the challenge we are facing in regards to keeping up with the rapid
pace of technology changes.
Cloud providers have implemented state of the art security measures that are certified by external audits
against security standards. Moving do the cloud will help us address the challenge of defending our
systems and data from external cyber-attacks. Cloud computing provides the ability to automatically
provision additional resources (servers and storage) in real-time, addressing our challenge of keeping
pace with growing demand.
Significantly improving the software development environment
We are transforming our project management practices to include new Agile development
environments, which will significantly increase the pace of development, both for new applications
as well as modifications of existing applications. In addition, we are implementing new development
platforms to streamline development and integrations. These actions comprise our strategy to address
the challenge of keeping pace with growing demand. Usability testing and frequent review is a part of
the new development approach, addressing the challenge of systematically improving the usability
of our systems.
Working to minimize the number of different technical environments we support
Much of the complexity involved in managing information technology is the result of managing and
maintaining a large number of different environments. Older systems that have limited functionality
and / or limited usage need to be decommissioned, and applications that provide similar functionality
should be consolidated. A sound technology strategy will align new application or technical needs
with our standards and existing architecture. This strategy addresses the challenge of managing the
complexity of the application architecture.
Adopting best practice security approaches
Our security strategy is aligned with best practices, guidelines and security controls from certified
security organizations that will help us address the challenge of defending our systems and data from
cyber-attacks.
6 KENT STATE UNIVERSITY
TECHNOLOGY UTILIZATION
22,000
389%
14,000
52,100
Concurrent wireless
campus devices
Blackboard Sections
Increase
since 2011
Users supported annually
40,875
17,000 web requests
•
22,000 calls and chats
•
1,675 in-person visits
Web hits per day
48,000
70,900
14,000
Requests for technology
assistance per year
•
125,000
Documents and Files uploaded
and created per month
KSU Mobile App Users
25,500 Active ports
6,500 Telephones
operator
12,500 Incoming
calls per year
Documents and Files viewed
per month
6,000
360
25%
41%
Terabytes of electronic storage
available
Megabytes of internet bandwidth
available to all campuses
Annual growth rate
Annual growth rate
108
58,000
over19,000,000
Document imaging installs completed
6,600
Performance
Management reports
850
Servers running the
IS Datacenter
80%
virtualized
Workflow requests submitted yearly
115
181
Active Technology projects underway
(60,700 person hours annually)
University documents have been digitally
Completed technology projects
400
Software applications
supported
68,000,000
Incoming emails per month
1.2
45
Million messages sent per month
Million spam/virus messages blocked per month
Office 365
gmail
Faculty & Staff
Students & Alumni
7,000 Mailboxes
202,000 Mailboxes
7 INFORMATION SERVICES
Strategic Themes
Information Services recognizes that the goals and vision of the University are inextricably linked to its own.
Thus, our key projects and initiatives are strategically tied to the University’s mission and ultimately the needs
of our constituents. With a focus on exceptional service and providing a reliable technology infrastructure,
Information Services is committed to providing the best possible experience for KSU students, faculty, staff, and
alumni.
Students First
Student success is ultimately at the heart of what drives Information Services. We partner with student services and
academic affairs staff on a regular basis to continuously improve the systems and applications that enable our students to
achieve their diverse goals. In the past year, IS has been engaged in over 50 projects that directly promote student success
through the use of technology.
Distinctive Kent State Identity
Information Services is committed to adding to the distinctive identity of Kent State University. From creating unique, usercentered applications to providing exceptional services, as well as our online presence. Information Services is playing a
significant role in distinguishing Kent State University as a premier institution regionally, nationally, and globally.
Global Competitiveness
Information Services strives to ensure that faculty and students are equipped with the necessary tools to create an engaging,
connected, and vibrate learning environment. IS staff is continuously evaluating current and future technologies that can
enrich learning communities at all eight KSU campuses. With distance learning taking a more prominent role in the higher
education landscape, the need to stay current and relevant is great. Students, Faculty and Staff around the world have many
choices when it comes to where to learn and work. Our efforts are helping to ensure that KSU is at the top of the list.
Local Impact
Information Services engages with the KSU community on many fronts and takes pride meeting its numerous needs. From
meeting with faculty advisory committees to providing a broad training program to working with stakeholders to deliver
applications that enhance their experience at KSU, we have embraced the vision of “ONE UNIVERSITY”.
Sustainable and Vibrant Future
Information Services has the privilege of ensuring that the great work done by faculty, staff, and students on all eight KSU
campuses continues smoothly and efficiently on a daily basis. Information Services works diligently around the clock to
make sure the KSU community can enjoy a robust, secure, and fast network accessible through multiple devices from any
location.
8 STUDENTS FIRST
Student success is ultimately at the heart of what drives Information Services. We partner with student services
and academic affairs staff on a regular basis to continuously improve the systems and applications that enable
our students to achieve their diverse goals. In the past year, IS has been engaged in over 50 projects that directly
promote student success through the use of technology.
KSU Advising SYSTEMS
Information Services implemented
the KSU Advising system to provide
campus-wide advisor scheduling
and interaction management.
Allows advisors to access necessary
data to effectively counsel students,
and streamlines the process for
students who must participate in
mandatory advising.
Information Services developed an Advising Imaging application to provide efficient, electronic access to student
records for university advising.
MOBILE & ONLINE
Information Services Enhanced the KSUMobile application
to include new housing features for students, such as
enhancements to the meal-plan budget estimating tool, and
general bug fixes.
We also improved the Schedule of Classes search to
simplify searching for online classes.
Information Services Enhanced the Destination Kent State
Registration System to improve the user experience, and
launched the DKS Mobile App for iPhone and Android to
provide students with personalized schedules, maps, and
announcements.
Provided a personalized Dynamic Student Checklist for all
continuing and international students at all campuses to
provide a real-time status of activities to be completed.
Developed a 15-30-48 Design that was implemented on
KSUMobile, Flashline, and self-service channels.
10 STUDENTS FIRST
SOFTWARE FOR STUDENTS
Information
services,
through
its
partnership with Microsoft in the Student
Advantage Program, provided Microsoft
Office software for free to students to use
on Mac, PC, and mobile devices. 13,000
students used this program in the first year
saving over $1,000,000 of out of pocket
expenses for students. This program is being
communicated to all incoming students
through the DKS program.
OTHER PROJECT ACHIEVEMENTS
•
Developed an Online 1098-T electronic opt-out process to eliminate sending sensitive student information to
third party vendors.
•
Assisted with identifying students who stopped out with 90+ credit hours earned, and automated the process to
Award Associate Degrees.
•
Provided Priority Course Registration Time Slots for Veterans and Active Duty Members of the Military to
ensure the best possible access to courses they need to complete their degree.
•
Implemented the Housing Foundation system which simplifies web applications in Residence Services by
creating a stable system of record for roster and facility information.
•
Updated the In Term Room Change application for Residence Services to increase performance and optimize the
experience for mobile devices. Allows residence hall staff to request, process, and approve student room changes
or room swaps during the academic year.
•
Replaced RA Activity Tracker with Community Activity Tracker application for increased performance, simplicity
of use, mobile optimization, and social network integration. Allows Residence Assistants to propose and assess
Residence Hall programming and automatically advertise events via a hall’s Facebook or Twitter.
•
Updated the Missing Key Report application to benefit from the Housing Foundation changes. The Missing Key
Report allows Residence Services staff to track student room lock outs and lost keys and automatically create work
orders for replacement keys as needed.
11 DISTINCTIVE KENT STATE
IDENTITY
Information Services is committed to adding to the distinctive identity of Kent State University. From creating
unique, user-centered applications to providing exceptional services, Information Services is playing a significant
role is distinguishing Kent State University as a premier institution regionally, nationally, and globally.
KSU WEB PRESENCE
Information Services, through a
partnership with UCM, has completed
the full migration of the Public Website
(www.kent.edu) to the new platform
featuring new technology capabilities
and enhanced features.
OTHER PROJECT ACHIEVEMENTS
•
Completed a Review of Flashline Portal Platform to provide a modern gateway and personalization
features. Features a greater ability to automatically tailor what a student sees based on identity, status,
and calendar.
•
Upgraded the Kent State Search application with new hardware, refreshed content, and accurate
configuration.
•
Completed the installation of the Unified Communications phone system, deployed 6500 modern
phones with the university logo
12 12 GLOBAL COMPETITIVENESS
Information Services strives to ensure that faculty and students are equipped with the necessary tools to create
an engaging, connected, and vibrate learning environment. IS staff is continuously evaluating current and future
technologies that can enrich learning communities at all eight KSU campuses. With distance learning taking a
more prominent role in the higher education landscape, the need to stay current and relevant is great. Students,
Faculty and Staff around the world have many choices when it comes to where to learn and work. Our efforts are
helping to ensure that KSU is at the top of the list.
OTHER PROJECT ACHIEVEMENTS
•
Implemented automated processing of Parchment Electronic Transcript files, electronically loading and indexing
the files, which eliminates manual work and improves procedural efficiency.
•
Updated the Open Enrollment application to meet university process requirements for new benefit selections for
employees.
•
Created a new Employee Transactions Workflow to streamline electronic routing and approvals for the Change in
Status and Personnel Action Forms.
•
Implemented the Veritix Unified Ticketing Solution to quickly and accurately process ticket sales, distribute tickets,
and track attendance for athletic events, concerts, and fine arts performances, as well as other types of student
events.
•
Developed a GPS Exceptions Request Workflow process, including document imaging and reporting, to provide
students with an online request process, timely processing, and no paper forms. Eliminated manual steps for
curriculum review.
•
Enhanced the FlashLine Password Reset component to ensure that the password reset interface is easy and intuitive
to use.
•
Enhanced the NF/SF Grading functionality to automatically generate emails for schedule changes and nightly
processing of NF/SF grades.
•
Created a Fixed Assets Digital Imaging application which provides electronic access to equipment forms for a
particular asset.
•
Delivered automated integration files for the Everspring – Distance Learning initiative to provide timely and accurate
applicant information for recruiting distance learning students.
•
Created a P-card Digital Imaging application which provides electronic access to p-card applications, maintenance
and agreement forms.
•
Enhanced the Course Tracker report used by the Bursar to quickly and accurately identify students who have officially
or unofficially withdrawn from classes at KSU and have Title IV financial aid.
•
Created a new Public Records Requests application which automates the manual processes of submission,
correspondence, fulfillment, tracking and archiving requests.
•
Performed New Hire Business Process Analysis on the current on-boarding, transfer and off-boarding processes
as they relate to both HR and IS. Developed recommendations to address any known issues or problems and any
additional issues or problems uncovered during the analysis.
•
Enhanced the Total Compensation Statement to simplify logic which drastically reduced time and complexity. Also
created an administrative view for the Benefits staff to view employee’s statements throughout the year.
•
Integrated FlashLine with Kent State’s Identify Management solution to verify that user contact information is up-todate, ensuring that notifications of password changes reach the user correctly.
13 LOCAL IMPACT
Information Services engages with the KSU community on many fronts and takes pride meeting its numerous
needs. From meeting with faculty advisory committees to providing a broad training program to working with
stakeholders to deliver applications that enhance their experience at KSU, we have embraced the vision of
“ONE UNIVERSITY”.
IS and Center for Teaching and Learning Partnership (CTL)
IS and the CTL visited faculty advisors to discuss the various services and training opportunities available to faculty
and students. These meetings generated collaborations with several academic areas, including CAED and the School of
VCD, to provide discipline-specific technology training to students.
New Faculty Visits
IS met with new incoming faculty to ensure that their technology was working correctly and to discuss BlackBoard
Learn, phone and email setup, classroom technology, access to the wireless network, and technology security.
Blackboard Training Sessions
Training sessions are routinely scheduled by the CMS Group to support faculty in the use of Blackboard and Blackboard
components or Building Blocks.
CENTER FOR UNDERGRADUATE STUDIES ( LAKE OLSEN)
IS and the CTL visited faculty advisors to discuss the various services and training opportunities available to faculty
and students. These meetings generated collaborations with several academic areas, including CAED and the School of
VCD, to provide discipline-specific technology training to students.
Faculty Refresh
Schools and departments can now order computers for faculty members online. Machines are customized by
department, configured for the university’s network, encrypted and shipped to the ordering department ready for
use. This decreases processing and shipment time and ensures machines are properly secured before reaching the
university.
EVENT SUPPORT
Classroom Technology and University Events Support (CTUES) staff provide display and Public Address (P.A.) system
hardware and staffing for all institutional athletic competitions and the majority of guest speakers and performers.
CTUES also provides services for high-profile events such as the Dr. Beverly Warren’s Inauguration and Grand Opening
ceremonies for the Foundations of Excellence buildings.
OHECC 2014
IS hosted the 2014 Ohio Higher Education Computing Council (OHECC) Conference, where participants share ideas,
create problem-solving committees, negotiate state-wide discounted contracts, and create ongoing relationships
between IT professionals and vendors. The conference offered an opportunity to showcase campus technologies,
including the School of Fashion’s TechStyle Lab and the School of Journalism and Mass Communication’s Digital Studio
and Control Room.
DIVERSITY INITIATIVES
IS is now participating in its fourth year of the Listening Project, a diversity initiative brought to Kent State by Diversity,
Equity and Inclusion. The program pairs staff members together to explore and discuss diversity topics and issues
generally avoided in the workplace.
The division also coordinated its first ever Student Knowledge and Job Fair, an event held to reach out to diverse
student populations and increase the visibility of student employment opportunities within the division.
14 SUSTAINABLE AND
VIBRANT FUTURE
Information Services has the privilege of ensuring that the great work done by faculty, staff, and students on all
eight KSU campuses continues smoothly and efficiently on a daily basis. Information Services works diligently
around the clock to make sure the KSU community can enjoy a robust, secure, and fast network accessible
through multiple devices from any location.
OTHER PROJECT ACHIEVEMENTS
•
Implemented new x86 Hardware for Banner, enhancing the reliability and performance by adopting
a modern, integrated, virtualized server and storage environment.
•
Upgraded our Core Network to increase capacity and provide high bandwidth access across campus.
•
Increased Wireless Coverage with 1,000 additional access points.
•
Selected, procured and implemented a Cloud-based Development Platform to streamline application
development with an agile, flexible approach that allows us to keep pace with the rapidly changing
and advancing educational and technology environmnent. •
Implemented Enterprise Monitoring of critical applications to provide 24/7 state-of-the-art
monitoring of IT systems. Integrated and/or retired legacy monitoring tools where possible, trained
the IS division to fully utilize the new tools, and developed dashboards and reporting.
•
Substantially improved the Disaster Recovery program with faster response and improved
communications.
•
Implemented Masking of Sensitive Data in Banner to ensure only authorized users can access this
data.
•
Upgraded PeopleAdmin to the current release, providing improved features and functionality for the
hiring process. Ensured automated integrations with Banner quickly and accurately update new hire
information. •
Updated the PeopleAdmin application to appropriately capture applicant demographics data such
as race, ethnicity, veteran status, and disabilities.
•
Implemented a Web Development Automation System (Jenkins) that builds and deploys code to
cloud instances in the Amazon Web Services environment. This system helps streamline the code
build and code promotion process greatly by eliminating/reducing manual steps needed.
•
Purged obsolete electronic documents stored by the Office of the University Architect and
Procurement, saving storage space for images that met the appropriate retention period.
•
Upgraded EnCampus Course Scheduling software to version 7.0 which enables the automated build
of conflict free course schedules.
15 OFFICE OF VP INFORMATION SERVICES:
2nd Floor Library,
P.O. Box 5190
Kent Ohio 44242
330-672-9716
VISIT OUR WEBSITE:
http://www.kent.edu/is
Information Services
16