REPORT ON COST AND QUALITY OF SERVICES: IUPUI; 2001-2002
NOTE: If a service offered to the IUPUI community is funded in whole or in part by IUPUI accounts, the cost, activity measurement, and user satisfaction
of that service is itemized on this IUPUI Report. The costs shown herein may contain costs funded from UA (University Administration) accounts, if these
accounts also contribute to the service delivery at IUPUI. If the service is centralized and serves both IUB and IUPUI campuses (and possibly regional
campuses or a non-University audience), then the funding included on this report may include IUB accounts as well. The Funding column in the report
indicates the source of the accounts that fund each service (ie IUPUI/UA indicates that a Service is funded by both IUPUI and UA accounts).
Some services offered to the IUPUI community are funded solely by UA accounts; the cost, activity measurements, and user satisfaction for these services are
detailed on the UA Report.
Service
1 Account Administration
2 Advanced Visualization (VR/VE)
3 Authentication Services
4 Bioinformatics Support
Extended Consulting
Online Information Resources
Software/Licensing
Telephone, E-mail, & Other Walk-in Consulting
5 Cable TV
6 Classroom Technology
Classroom Technology (Fixed)
Classroom Technology (Mobile)
Non General Inventory Classrooms
7 Collaborative Technologies
8 Common File System (Electronic Lockers)
Funding
IUPUI
Annual Cost
$
80,424
$
80,424
IUPUI
$
268,321
$
268,321
IUB/IUPUI/UA $
182,953
$
182,953
$
182,953
IUPUI
IUPUI
IUPUI
IUPUI
$
182,953
$
8,454
$
3,382
$
845
$
3,382
$
845
$
167,503
$ 1,203,955
$
685,972
$
685,972
$
685,972
$
517,983
$
517,983
$
517,983
$
517,983
9 Conferencing
N/A
IUB/IUPUI/UA $
IUPUI
$
$
$
N/A
10 Data Archival/Massive Data Storage
IUPUI
11 Database Administration
IUPUI
12 Database/Data Management Support
13 Decision Support Services (Information Access)
Data Warehouse (Decision Support Systems)
Information Center
14 Departmental Computing Support Delivery
Advising and Departmental Services
Distributed Support Infrastructure (PICS)
Education/Certification (EdCert) Program
Measurement
Units
8,895
314,897
3,300
27
407,290
551,708,459
10,311
Activity Measurement
Actions
Accounts
Hours
Projects
Kerberos Principles
Kerberos Transactions
Safeword Cards
Safeword Card
1,004,536 Transactions
157,641
157,641
157,641
71,340
71,340
71,340
71,340
71,340
71,340
$
$
$
$
$
$
$
$
$
$
$
440,838
280,003
280,003
280,003
280,003
63,756
63,756
63,756
34,850
34,850
34,850
$
0.18
Contacts
Contacts
Applications
Contacts
Drops
$
$
$
$
$
281.80
0.27
676.31
20.62
18.46
Class Sections
Service Requests
Students Enrolled
$
$
$
708.65
55.07
17.19
Class Sections
Service Requests
Students Enrolled
$
$
$
96.75
24.72
4.93
$
$
2,140.06
10.27
$
$
$
0.89
2,671.89
0.02
Databases
DB Objects
GBs
Hours
Servers
$
$
$
$
$
385.62
2.38
222.94
38.11
6,485.42
Depts/Ctrs/Institutes
Executives Supported
Faculty & Staff
LSP
Depts/Ctrs/Institutes
Faculty & Staff
LSP
Class Sessions
Hours of Instruction
Students
$
$
$
$
$
$
$
$
$
$
1,166.68
4,307.74
41.57
1,407.05
265.65
9.46
320.38
1,834.20
83.37
96.00
90.1%
12
3,130
5
41
756
92.0%
968
12,457
39,912
5,354
20,950
105,030
366,299
49,221
49,221
49,221
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
User
Unit Cost Satisfaction
9.04
94.3%
0.26
81.31
100.0%
9,937.82
0.45
86.5%
0.00
17.74
-
Projects
89.1%
23 Gb's
4,792 Bookbag Users
176,140 # of Files
59 # of Users
7,690,000 Storage Used (in MB)
185
30,000
320
1,872
11
88.4%
N/A
N/A
IUPUI
240
65
6,736
199
240
6,736
199
19
418
363
94.0%
95.8%
DRAFT: RCQS IUPUI; 2001-2002
6/12/2013
1
Service
Hardware/Software Acquisition Consulting
Funding
Infrastructure Appl. & Tech Assess./Dev.
15 Digital Library Technologies
Research
Service Delivery
16 Education Program/IT Training and Education
Computer-Based Training Program (CBTs) - NETg
General Computing Classes (PROSTEPS)
JumpStart Classes (STEPS)
Self-Study Programs
Student Technology at IU (STIU)
$
IUB/IUPUI/UA $
$
$
$
IUPUI
$
$
$
IUPUI
$
$
$
IUPUI
$
IUPUI
$
$
$
N/A
546,698
265,753
265,753
265,753
265,753
129,384
129,384
129,384
115,267
115,267
115,267
8,494
27,800
27,800
27,800
$
$
$
$
$
$
$
$
24,016
281,145
307,002
20,991
248,727
248,727
37,284
37,284
IUB/UA/IUPUI $
$
IUPUI
$
$
$
IUB/UA/IUPUI $
$
IUPUI
$
$
$
$
IUB/UA/IUPUI $
N/A
149,031
149,031
24,409
24,409
656,333
42,749
42,749
381,695
381,695
381,695
381,695
231,889
IUPUI
229,471
165,969
63,502
890,916
304,755
329,777
329,777
329,777
144,196
11,632
74,774
Shared Memory
24 Instructional Computing - Research Applications
25 Instructional Technology Support
Assessment
CTL/TLTL
Grants and Awards
26 Library Systems
New Library System
27 Media Services
Distributed Education Projects
Video Production Projects
28 Messaging/Messaging Infrastructure
E-mail - Exchange
E-mail - Unix
ADS
DHCP
DNS
Measurement
Units
240
6,736
199
240
6,736
199
User
Unit Cost Satisfaction
85.24
3.04
102.81
174.04
6.20
209.90
Activity Measurement
Depts/Ctrs/Institutes
Faculty & Staff
LSP
Depts/Ctrs/Institutes
Faculty & Staff
LSP
$
$
$
$
$
$
CDs Distributed
Courses Launched
Courses Taken
Users
Class Sessions
Hours of Instruction
Students
Class Sessions
Hours of Instruction
Students
$
$
$
$
$
$
$
$
$
$
12.70
58.77
686.70
122.75
650.17
162.54
59.51
847.55
282.52
84.51
103 Hours of Instruction
4,790 Participants
138 Sessions
$
$
$
269.90
5.80
201.45
$
23,428.78
N/A
17 Electronic Text Resources
Consulting
Education
On-line Information Resources
Public Workstation Access
18 Financial & Procurement Systems
N/A
E-Business
Electronic Research Administration System
Financial & Procurement Systems-Legacy
Financial & Procurement Systems-New
Maintenance Management System
19 Global Directory Services (Global Name Space Manageme IUPUI
IUB/IUPUI/UA
20 Grid Computing
21 High Performance Computing
IUPUI
Commodity Clusters (Parallel PC Clusters)
Distributed Memory
22 Human Resource Systems (HRIS, etc.)
Human Resource System-Legacy
New Human Resource Management System
23 Incident Response
Annual Cost
$
20,458
$
20,458
$
20,458
$
41,770
$
41,770
$
41,770
20,932
4,522
387
2,165
199
796
2,174
136
408
1,364
12 Applications
9,216
70,510
108
310
20
CPU Hours
CPU Hours
User Accounts
CPU Hours
User Accounts
$
$
$
$
$
2.28
3.53
2,303.03
120.27
1,864.21
8,687
40,292
944
31,424
Incidents
Actions on Incidents
Accounts
Interactive Sessions
$
$
$
$
17.16
3.70
25.86
0.78
28,406
615
5
Students
Uses
Consults
Hours
Contacts
Projects
Recipients
$
$
1.50
620.64
$
46,377.82
$
$
13,830.72
2,116.75
$
$
$
$
0.97
0.02
5.68
0.94
$
104.00
90.1%
92.1%
92.1%
97.1%
96.0%
97.1%
N/A
$
$
$
$
IUPUI
$
IUPUI
$
$
$
IUB/UA/IUPUI $
IUPUI
$
IUPUI
$
95.6%
12 Workorders
30 Workorders
96.2%
0
95.7%
338,554
15,659,681
58,087
153,855
Mb Received
Messages Delivered
Mailboxes (accounts)
Accounts
719 Zones
DRAFT: RCQS IUPUI; 2001-2002
6/12/2013
2
Service
Listserve
Newsgroups
29 Networks
Abilene/vBNS/Internet2
Commodity Internet
Global NOC
Indiana Gigapop
Videoconferences (Integrated Network Services)
30
31
32
33
34
35
36
IUBnet
IUnet
IUnet
IUPUInet
Remote Access
Remote Access
TransPAC
Media Streaming (Video)
Online Learning Technology (Oncourse)
Other Applications
Departmental Information Services
Other Applications
Pervasive Technology Laboratories (R & D)
Economic Development
High Performance Networking (Lab 2)
Human Computer Interaction (Lab 4)
Lab for Community Grid Technology (Lab 3)
Open Software Lab (Lab 1)
Policy Management
Portal
Printing and Other Output
Publications/Documentation
Events
Planning
Public Relations
User Information - Electronic
User Information - Printed
37 Residential IT Services
Hardware
Printing
Software
Technology Center Consulting
In Room Consulting
Technology Centers
38 Security Administration
39 Software Site Licenses
40 Stat & Math Center
Extended Consulting
Hardware/Software Acquisition Consulting
On-line Information Resources
Telephone, E-mail & Other Walk-in Consulting
41 Student Information Systems (Registration, FAMs, etc.)
New Student Information System
Funding
Annual Cost
$
74,774
$
74,774
IUPUI
$
15,640
$
15,640
$
15,640
$
15,640
$
15,640
IUPUI
$
10,141
$ 8,539,368
IUB/UA/IUPUI $ 2,770,020
IUPUI
$
185,417
$
185,417
$
185,417
$
185,417
IUPUI
$
80,831
N/A
IUPUI
$
86,482
$
86,482
$
86,482
N/A
IUPUI
$
251,364
$
251,364
UA/IUPUI
$ 1,676,520
IUPUI
$
327,843
$
327,843
IUB/UA/IUPUI $ 2,998,307
IUPUI
$
162,583
IUB/UA/IUPUI $
572,816
IUPUI
$
192,101
$
87,656
$
104,445
N/A
N/A
N/A
IUPUI
$
IUB/UA/IUPUI $
$
$
$
$
$
$
$
$
$
$
N/A
5,247
894,311
218,808
218,808
97,077
97,077
248,970
248,970
202,985
202,985
126,471
126,471
Measurement
Units
24,838
2,724,864,252
1,369
206,952
38,839,477
145,129
25,058
2,100
3,468
4,819,164
851
User
Unit Cost Satisfaction
3.01
0.00
11.42
87.5%
0.08
0.00
0.11
0.62
93.3%
Activity Measurement
Records
Queries
Lists
Postings
Recipients
Subscribers
Digests
$
$
$
$
$
$
$
Packets (thousands)
Terabytes Received
Terabytes Sent
Incidents
$
38.49
$
$
$
483.43
0.07
385.24
$
$
6.50
6.92
94.7%
$
62.61
91.2%
$
$
$
$
$
$
$
$
$
$
2,604.86
7.53
237.35
1,941.55
0.05
736.60
0.01
223.80
0.15
490.20
Classes
Students
Accesses
Packets (thousands)
Gb's
Incidents
Calls
Lines
25,000 Accesses (Events)
82,747 Users
0
1,400 Development Hours
Development Hours
-
84
29,063
409
50
5,504,247
338
15,882,890
907
823,644
258
Events
Participants
Documents Distributed
Documents Produced
Documents Distributed
Documents Produced
Documents Distributed
Documents Produced
Documents Distributed
Documents Produced
IUB/UA/IUPUI $
$
495,600
495,600
Consulting Engagements
26,313 Total Scans Performed
$
18.83
$
$
$
IUPUI
$
IUPUI
$
IUB/UA/IUPUI $
IUPUI
$
N/A
495,600
104,112
145,226
7,004
22,373
104,654
11,194
5,617 Unique Systems Scanned $
34,350 Faculty/Staff/Students
$
88.23
3.03
IUPUI
90.0%
88.5%
18
634
886,808
800
Contacts
Contacts
Contacts
Contacts
$
$
$
$
90.5%
95.8%
93.6%
93.6%
389.13
35.29
0.12
13.99
DRAFT: RCQS IUPUI; 2001-2002
6/12/2013
3
Service
Student Information System-Legacy
42 Student Technology Centers
Consulting
Hardware
Printing
Software
43 Support Center
E-mail Consulting
Knowledge Base
Telephone Consulting
Walk-in Consulting
44 Telephone Services
Cellular
Conference Calls
Consulting and Support
Converged Technologies
Dial Tone
Directory Publicatons
Long Distance
Paging
Special Services
Switchboard Information Answering Services
Telephone Repair
45 University Telecommunications
Consulting & Application Support
Voice Systems Design Support
46 Unix Systems Support
Education Programs
Funding
Annual Cost
$ 1,305,714
$
650,861
$
650,861
$
650,861
$
650,861
$
650,861
$
260,624
$
260,624
$
260,624
$
260,624
$
8,249
$
8,249
$
8,249
$
385,979
$
385,979
$
385,979
$ 1,540,366
IUPUI
$
87,113
$
87,113
IUB/UA/IUPUI $
614,461
$
614,461
IUPUI
$
709,896
$
709,896
IUPUI
$
128,897
$
128,897
$ 6,939,251
IUPUI
$
229,760
IUPUI
$
38,157
IUPUI
$
493,763
N/A
IUPUI
$ 3,279,356
$ 3,279,356
$ 3,279,356
IUPUI
$
50,255
IUPUI
$
832,488
$
832,488
IUPUI
$
228,720
IUPUI
$
258,656
IUPUI
$ 1,171,111
$ 1,171,111
IUPUI
$
356,985
N/A
Measurement
Units
Activity Measurement
Unit Cost
IUPUI
IUPUI
Extended Consulting
On-line Information Resources
Software/Licensing
Telephone, E-mail & Other Walk-in Consulting
47 Usability Testing
N/A
48 World Wide Web Services
IUPUI
$
$
$
$
$
$
$
290,859
7,135
7,135
1,348
149,679
114,312
18,385
$
$
$
99,886
99,886
99,886
User
Satisfaction
85.8%
92.9%
41,232
2,163,137
27,525
-
Contacts
Seat Hours
Students
Customers Served
Staff Hours
$
$
$
15.79
0.30
23.65
2,800,000
420
28,339
2,385,000
4
28,339
2,800,000
420
28,339
Seat Hours
Seats
Students
Printed Pages
Printers
Students
Seat Hours
Seats
Students
$
$
$
$
$
$
$
$
$
0.09
620.53
9.20
0.00
2,062.18
0.29
0.14
919.00
13.62
7,649
3,692
8,760
6,500,000
54,871
3,692
16,892
3,692
Contacts
Operating Hours
Operating Hours
Web Accesses
Contacts
Operating Hours
Contacts
Operating Hours
$
$
$
$
$
$
$
$
11.39
23.59
70.14
0.09
12.94
192.28
7.63
34.91
535 Phones Per Month
1,286 Calls
7,242 Workorders
$
$
$
35.79
29.67
68.18
86.9%
95.1%
91.5%
70,080,016
13,076
15,000
1,897,300
5,700,823
536
67
1,513,800
8,784
3,105
Calls
Lines (Annual)
Lines per Month
Directories
Calls
Minutes
Pagers Per Month
Workorders
Calls
Operating Hours
Workorders
$
0.05
96.1%
$
$
$
$
$
$
$
$
$
20.90
3.35
0.44
0.15
35.56
3,860.53
0.77
133.32
114.97
4
71
6
53,977,708
9
508
Students
User Group Attendees
Contacts
Web Accesses
Titles
Contacts
$
1,783.80
$
100.50
$
224.72
$
0.003
$ 12,701.354
$
36.19
95.1%
95.8%
87.0%
93.8%
96.8%
90.2%
97.8%
94.5%
95.0%
87.5%
92.4%
84.9%
Accesses to Central
71,000,000 Server
350 Info Provider Accounts
500 Info Provider Contacts
$
$
$
0.00
285.39
199.77
94.6%
* User Satisfaction Survey was conducted by Statistical and Mathematical Computing. Survey Summary is posted on http://www.indiana.edu/~uitssur/. If funding for a service is
provided by both IUB and IUPUI, the User Satisfaction shown above is the weighted average of User Satisfaction reported at both campuses.
1. The satisfaction rating for Account Administration is a weighted average of satisfactions reported for Telephone Consulting - UITS Support Cener (93.8%), Online account
creation (94.9%), and LSP Services (94.0%).
6. The satisfaction rating for Classroom Technology is a weighted average of satisfactions reported for Instructional Supports Services Staff (94.7%), Instructional Supports Services
Classroom Equipment (88.6%), Advanced Technology Classrooms (93.2%), and overall satisfaction with instructional technology support in the classroom (91.4%).
DRAFT: RCQS IUPUI; 2001-2002
6/12/2013
4
Service
Funding
Annual Cost
Measurement
Units
Activity Measurement
Unit Cost
User
Satisfaction
8. The satisfaction rating for Common File System is a weighted average of satisfactions reported for Bookbag (the predecessor to the Common File System) (86.8%) and Common
File System (92.8%).
20. High Performance Computing: Distributed Memory: The costs above do not include the value of goods received through the IBM Shared University Research (SUR) Grant,
with a declared value of $1.2MM.
25. The satisfaction rating for Intructional Technology Support - CTL/TLTL is the weighted average of satisfactions reported for CTL: General Consultation (100%), Instructional
Design (95.9%), Multimedia (94.3%), and Workshop (94.6%).
29. Network: Remote Access rating is specific to dial-in modem services.
29. IUPUInet user satisfaction rating is an average of network reliability (92.4%) and speed (87.5%).
39. Software Site Licenses averages ratings specific to getting software via IUWare Online (89.5%) and by IUWare CD-ROM (97.2%), and Software distribution for departmental
computer support staff (94.5%).
40. Student Technology Centers: UITS supports and funds all Student Technology Centers in Bloomington, whereas at IUPUI, UITS supports and funds only one 24-hour center
while providing baseline consulting in the other centers.
48. World Wide Web Services rating is the average ratings specific to publishing on IU Web servers (94.2%), browsing on IU Web servers (98.0%), and Personal Web home pages
(91.6%).
DRAFT: RCQS IUPUI; 2001-2002
6/12/2013
5