DSAES Assessment Plan for AY 2014-2015
Department Name:
Director:
Assessment Contact(s)
(if not the director):
Department Mission Statement:
Department Vision Statement:
Campus Solutions Services
Katina McGhee
The mission of the Campus Solutions Services (CSS) team is to facilitate student success for the University of Houston by gaining
efficiencies for the university community through technology.
The CSS team will innovate Campus Solutions business processes through the implementation of technology for the University
of Houston System.
1. Ensure that the change management process balances executive supported, intentional changes to the delivered
functionality of the Campus Solutions application with business process reengineering and adoption of the use of delivered
functionality, as a first choice, whenever possible. DSAES Strategic Initiatives #4a,c
2. Provide increased visibility for newly developed functionality by promoting deployment through vehicles that reach the
Department Goals: (include DSAES
University of Houston System campus community, while simultaneously providing a mechanism that facilitates the continuous
strategic plan mapping)
knowledge transfer of deployed functionality. DSAES Strategic Initiatives #2e and #4d
3. Capture customer satisfaction regarding EMPS support of the Campus Solutions application to identify opportunies for
expansion of strengths and improvement of support competencies needing further development. DSAES Strategic Initiative
#4c
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DSAES Assessment Plan for AY 2014-2015
Program or Services Being Assessed:
Learning Outcome(s) and/or
Program Objective(s)
The change management team will
ensure that all pending, current and
developed enhancements to the
PeopleSoft Campus Solutions (PS CS)
Application, requested by UH System
Campus Solutions business
owners/end-users, are supported by
a business case that has been
approved by executive leadership.
Enhancement Request Business Case (ERBC) Reconciliation
Goal(s)
Supported
To ensure that all enhancements made to Query the enhancements in the SharePoint Perform reconciliation Departmental
quarterly starting with Goals #1 and
the delivered code of the PS CS Application work list queue to ensure that all
go through the formal change
enhancements in the work list queue have Quarter 2 (July 2014- #2
management process thus not bypassing a corresponding ERBC.
September 2014)
the change management process by being
directly added to the work list queue.
Purpose
Method
Frequency / Timeline
Note: (A request on the EMPS log
implies that the request is ready to be
worked. The ERBC process started in
April 2011).
Results:
In December 2014, each request in question was reviewed. Less than 2% (1.93%) of the total requests represented requests that were classified as enhancements and
missing a record of formal review.
Total Requests: 3570; Total Requests needing an ERBC: 69. From those 69 items, 13 were identified as originating through executive management mandates that
bypassed the formal ERBC process, 14 preceded the ERBC process, 2 were cancelled, 27 should be classified as production support requests and not enhancement
requests, 12 did go through the formal ERBC process but needed to have their Change Management Request (CMR) identifier added to the request log as proof of the
formal review and the corresponding CMR could not be found for one request.
9/24/15: From January 2015 to the end of August 2015, the ERBC reconciliation process surfaced that 3 of a total of 41 New Enhancement requests represent
requests classified as enhancements were missing a record of formal review. Total requests: 4321; Total requests needing an ERBC: 3. Those 3 requests are part of the
same project and were identified as originating through executive management mandates that bypassed the formal ERBC process. This represents a 95% reduction of
enhancements missing a record of formal review against last year.
Action:
Continue the ERBC reconciliation process quarterly
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DSAES Assessment Plan for AY 2014-2015
Program or Services Being Assessed:
Learning Outcome(s) and/or
Program Objective(s)
EMPS management (executive
director and directors) will ensure
that recordings of demonstrations of
newly developed functionality are
being published.
Recordings of Demonstrations for New Functionality
Purpose
To ensure that demonstrations of newly
developed functionality have been
recorded and published to the EMPS
website and are available to link to from
the EMPS SharePoint site.
Goal(s)
Supported
Query the projects identified as needing a Perform reconciliation Departmental
recorded demo in SharePoint and reconcile quarterly starting with Goal #2
those to the demonstrations available on Quarter 4 (October
the EMPS web site.
2014 - December
2014)
Method
Frequency / Timeline
Note: (The first recordings will start Fall
2014 and will include pre-Fall 2014
developments and once those recordings
have been completed, recordings
moving forward will need to be
completed within two weeks of a new
function's move-to-Production.)
Results:
Projects in need of recording are being identified as expected; however, recordings of demonstrations are lagging behind their targeted recording dates.
Q4 (October 2014-December 2014): Total recordings needed: 18; Total recordings completed: 9; Total recording behind schedule: 9
Action:
To get lagging demo recordings completed and to publish recordings to the team's website after the reorganization of the team and website design is finalized. A
meeting was held on 2/19/15 with the managers of the projects in need of recorded demos to re-emphasize the need to get these recordings done. New targeted
recording deadlines will be identified.
9/24/15: The CSS Executive Director and Directors have decided to stop recordings of demonstration for now. Data captured regarding viewing of the recordings
indicates that customers are not watching the recordings. An effort will be made to determine what knowledge transfer method business owners believe would be
most useful.
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DSAES Assessment Plan for AY 2014-2015
Program or Services Being Assessed:
Learning Outcome(s) and/or
Program Objective(s)
The EMPS Finances Director will
develop a survey to capture
customer satisfaction and
opportunities for improvement with
regards to support of the PeopleSoft
Campus Solutions Student Financials
module for beginning of term
readiness.
Student Financials Start of Term Readiness Support
Purpose
To assess customer satisfaction of the
University of Houston System Student
Financials business owners specific to term
readiness support provided by the EMPS
Finances team for Fall 2014.
Method
Frequency / Timeline
Use Campus Labs to create and distribute a Create survey to be
ready to distribute by
survey to the University of Houston
the 20th class day.
System Student Financials business
owners.
Goal(s)
Supported
Department
Goals #3
Results:
Two surveys were sent out the University of Houston System Student Financials business owners on 10/15/14. One survey was to assess Customer Satisfaction Survey
for Beginning of Fall 2014 Term Readiness specifically for the Satisfactory Academic Progress (SAP) Exemptions/Waivers Project and the other survey was to assess
Customer Satisfaction Survey specifically for the Beginning of Fall 2014 Term Readiness for the Fixed Tuition Project.
Of the 11 business owners contacted to survey satisfaction for the Fixed Tuition Project, only 5 responded. For the Fixed Tuition Project, the overall satisfaction based
on a scale of 1-5 (extremely dissatisfied to extremely satisfied) was 3.97. Student Financials customers were most satisfied with the timeliness of database refreshes
and least satisfied with the documentation provided with new functionality. Of the six business owners contacted to survey the SAP Exemption/Waivers project, none
responded. Both surveys were sent twice along with two extra reminders for completion.
Action:
Improve on the result identified as least satisfied which was the "documentation provided with new functionality". The next step will be to check in with UHS Student
Financials customers to better understand what information customers would like provided in new functionality documentation.
9/24/15: Work has started to establish a set of deliverables that will be provided as part of all new functionality developments. Deliverables will included a project
plan and testing and training plans as appropriate.
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