University Technology Services
University of South Carolina
Opening Week 2012
Executive Summary
Overview
Months of planning and preparations resulted in a
successful move-in weekend event for University Technology
Services. UTS was a part of the USC Opening Week efforts
along with other departments, offices and colleges on the
Columbia campus.
There were an increased number of network connections
during Opening Weekend that included wired, wireless and
mobile devices. From Saturday, August 18 until Wednesday,
August 22, more than 60 UTS team members worked in the
iCARE Center at 1244 Blossom Street and the Russell House
to assist students with computer and network support.
UTS was staffed during the following hours and locations:
RUSSELL HOUSE (2nd floor lobby)
• Saturday, August 18: 12pm - 6pm
• Sunday, August 19: 12pm - 6pm
• Monday, August 20: 1pm - 4pm
• Tuesday, August 21: 9am - 4pm
• Wednesday, August 22: 9am - 4pm
iCARE CENTER (1244 Blossom St.)
• Saturday, August 18: 12pm - 6pm
• Sunday, August 19: 12pm - 6pm
• Monday, August 20: Resumed normal hours
With nearly 6,500 students arriving to live on the
Columbia campus during the 2012/13 academic year, UTS
is committed to helping as many students as possible with
connecting to the Internet and ensuring their computer is
working correctly.
Quick Stats
Thousands of students were able to get connected to the
Internet from the time that residence halls opened on Friday,
August 17 until classes began on Thursday, August 23. Before
UTS support began on Saturday, there were already more
than 2,000 students connected to the University network,
either through their laptop, mobile device or both. By the
end of UTS coordinated support in the Russell House and
uts.sc.edu | 803.777.1800 | uts@sc.edu
The University of South Carolina is an equal opportunity institution.
iCARE Center, more than 8,400 wireless connections were
recorded on Wednesday, August 22 at 5:00pm.
Following last year’s main network issue with wireless
printing, residents were informed during the summer and
throughout numerous materials to ensure that wireless
printing was turned off on their equipment. As a result, there
was less network interference with “rogue” wireless devices
and connecting to the network was smoother.
UTS did see a sharp decrease in the number of wired
connections. In 2011, there were 3545 wired connections
by the end of the Opening Weekend. This year, 2012,
there were only 850. Several factors may contribute to this,
including the ease of wireless connectivity and the rise of
mobile devices on the USC wireless network.
Overall, network connections remained steady during
Opening Week and technology support operations ran
smooth.
Communication
UTS provided several means of communication to
students prior to Opening Weekend:
• Updated and new UTS webpages (May 2012)
• Information & brochures provided during Summer
Orientation (May – July 2012)
• Postcard sent to all students informing them of Move
In support hours and other helpful tips (July 2012)
• Mass email sent to all students reminding them to
check VIP for username, how to get technical support
(August 2012)
• Messages sent through social media sites to
communicate Move In support hours and student tips
(June – August 2012)
• More than 15 mentions and interactions were made
via Twitter and Facebook during the weekend,
resulting in more than 1,500 impressions overall
• Inclusion in Carolina Welcome event brochures,
posters, website and printed materials
Graphical Analysis
The following charts provide statistics and a comparison of the number of students requesting help, connecting to the University network,
UTS phone support and software sales. Raw data is available upon request.
Chart 1a: Opening Weekend Requests
Opening Weekend: UTS Requests (2011-2012 Comparison)
400
355
350
300
284
284
250
205
200
185
2011
152
2012
152
150
100
99
79
73
71
71
53
50
0
Saturday
Sunday
Total
Saturday
53
41
30 34
19
Sunday
Russell House
Total
Russell
House
iCARE Center
iCARE
Center
TOTAL
BOTH Locations Totals
Chart 1b: Opening Week Requests
Opening Week: UTS Requests (2011-2012 Comparison)
180
157
160
150
142
140
131
120
120
100
93
81
80
80
60
54
2011
76 77
73
70
69
52
2012
66
54
41
40
20
0
Mon
Tues
Wed
Russell House
Mon
Tues
Wed
iCARE Center
TOTAL
MON
TOTAL
TUES
TOTAL
WED
BOTH Locations Totals
Chart 2a: Network Connections, By Type (Saturday)
2012 Opening Weekend:
Saturday Network Connections
Nintendo Gaming, 4
Sony Gaming Device,
Android, 136
33
iPad, 204
Nintendo Gaming
Sony Gaming Device
Android
iPad
MAC
Apple Mobile, 993
BlackBerry, 2
MAC, 840
Microsoft
Gaming, 101
PC (XP or 2000)
Media
Detection
Linux, 12
PC (XP or 2000), 954
Windows Mobile, 7
Windows Mobile
Linux
Detection, 316
Microsoft Gaming
Media, 13
BlackBerry
Chart 2b: Network Connections, By Type (Sunday)
2012 Opening Weekend:
Sunday Network Connections
Sony Gaming Device,
38
Android, 186
Nintendo Gaming, 4
iPad, 284
Nintendo Gaming
Sony Gaming Device
Android
iPad
BlackBerry, 2
MAC
Apple Mobile, 1412
MAC, 1079
Media
Microsoft
Gaming, 148
Detection
Linux, 12
Windows Mobile, 7
Detection, 285
PC (XP or 2000)
Media, 15
Windows Mobile
PC (XP or 2000),
1213
Linux
Microsoft Gaming
BlackBerry
Chart 2c: Network Connections, by network type
Total Network Connections, by network type
Wednesday, Aug. 22 (5pm)
7000
5837
6000
5000
4000
3000
3439
2583
1880
2000
1048
1000
0
635
uscguest
attwifi
uscstudent uscfacstaff
wired
wireless
These statistics represent the total number of connections, including the guest wireless network
(uscguest and attwifi). Many students who have smartphone devices may automatically attach to attwifi,
if they are AT&T subscribers. Users connecting to the guest networks may have issues when accessing
email, Blackboard and other University-related systems.
Chart 2d: Network Connections, Overall
2012 Opening Weekend:
Total Network Connections
8467
5141
3629
732
850
18
9
978
894
855
1048
Wired
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8000
7000
6000
5000
4000
3000
2000
1000
0
* The SafeConnect wired and wireless
counts include users blocked for noncompliance with access policy, and users
in detection, who have not started the
authentication process yet.
Chart 3a: Service Desk Phone Support
Opening Week UTS Service Desk Calls:
2010-2012 Comparison
400
368
366
354
350
338
328
316
327
310
304
300
297
287
276
325
272
255
250
2010
200
2011
2012
150
100
50
0
Monday
Tuesday
Wednesday
Thursday
Friday
Chart 4a: Software Sales
UTS Software Sales:
May 1 - August 28, 2012
232
August (up to 8/28)
355
68
July
52
Office for Professional Plus 2010
32
June
Office for the Mac 2011
24
17
May
11
0
50
100
150
200
250
300
350
400
* This includes software sales for MS Office for the Mac and PC only. Other software sales are not
included, but are available upon request.
Opening Weekend Pictures
UTS staff were in two main locations for Opening Weekend support. More than 60 team members were on hand to assist
students with their network connections for the computers and mobile devices, along with software sales and support.
UTS Staff greet students as they come to the
Russell House for technical support
Elizabeth Mathis and Katie Vaughan assist
with technical support and software
purchases.
The iCARE Center at 1244 Blossom Street
was available during the weekend for student
technical support.
Students receive computer support during USC
Opening Weekend 2012 in the Russell House.
This 2012 Executive Summary was prepared by the UTS - Public Relations office on August 28, 2012. For questions, please
contact Kimberly South at ksouth@mailbox.sc.edu or (803) 777-8910. Additional information is available upon request.