Communication and Information Technologies (CIT)
*** Three Year Technology Plan***
2010-2013
As of December 20, 2012
Note: This Plan will constantly be monitored and updated following the availability of funds.
1.0Vision, Mission and Core Values
TSU / CITVision / Tennessee State University aspires to achieve national and international prominence, building on its heritage and preparing leaders for a global society. / To become the paradigm support unit committed to providing excellence in administrative services and cutting-edge technology in all initiatives as we “Think, Work, and Serve.”
Mission / Tennessee State University, an Historically Black College/University (HBCU), fosters scholarly inquiry and research, life-long learning, and a commitment to service. / To support the university’s mission by providing and continuously enhancing the unit’s human and technological resources in support of students, faculty, administrators, and staff in the achievement of their potential and objectives.
Core Values /
- Excellence
- Learning
- Accountability
- Integrity
- Shared governance
- Diversity
- Service
Forward thinking, anticipate customer needs in advance, develop and implement effective and efficient policies and processes to satisfy those needs.
* Teamwork
CIT strives to foster individual commitment and unity of effort to achieve maximum productivity. Partnership and consolidation of expertise and energies of all employees to accomplish our mission.
* Accountability
Answerable for level of productivity and work quality; commitment to managing and protecting the environment; responsible for stewardship of resources.
* Quality-of-Service
Superiority in work quality and deliverance of service; pride in work performance; excellence and high standards; and responsive and accessible services.
* Integrity
Firm adherence to a code or standard of values; probity; the state of being unimpaired; soundness; the quality or condition of being undivided; completeness.
2.0 GOALS
The relevant goals from the University Strategic Plan (Transforming Tennessee State University) 2010-2015 at , the Academic Master Plan (Envisioning Tennessee State University) 2008-2028 at and from the TennesseeBoard of Regents CHARTING THE COURSE Strategic Plan 2010-2015 are given in parentheses below each CIT goal. The responsible person(s) for each goal are also given in parentheses.
- Technology Administration
Goal-I: Establish technology standards for the TSU campus including hardware, software, policies, and procedures that reflect current technology requirements.
(CIO, Director of Systems and Director of Client Support)
University Strategic Cornerstone 3: User-friendly Business Practices
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
TBR Key Priority 4: Resourcefulness & Efficiency
Goal-II: Establish a technology security program including policies and procedures for central and desktop computing, networking, and storage functions.
(CIO, Director of Systems and Director of Client Support)
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
Goal-III: Establish university assessment requirements for each unit within the CIT division
(CIO, Director of Systems, Director of Client Support and Manager of MIS)
University Strategic Cornerstone 1: Commitment to Academic Quality and Reputation
University Strategic Cornerstone 3: User-friendly Business Practices (Analyze current Service Level Agreements and modify for
improvement in service delivery for all CIT units)
University Strategic Objective – IPA 01 – Integrated Assessment and Improvement model
University Strategic Objective – IPA 02 – Strengthened administrative arrangement for management of assessment and improvement
TBR Key Priority Goal 2.1.6: Continue and improve the one-stop shop for admissions processing, registration, and financial aid at
both Main Campus and Avon Williams Campus through increased use of technology as appropriate
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 3: Quality
Goal-IV: Expand resources and optimize administrative and operational efficiencies
(CIO, Director of Systems and Director of Client Support)
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
University Strategic Goal 6.1.6: Cost Reduction
TBR Key Priority 3: Quality
TBR Key Priority 4: Resourcefulness & Efficiency
- Client Support Services
Goal-V: Establish and maintain high quality, technology classrooms that meet the instructional needs of faculty by following campus hardware and software
standards established by the Technology Vision Committee (TEKV)
(Director of Client Support)
University Strategic Cornerstone 1: Commitment to Academic Quality and Reputation
Strategic Goal 1.1: Strengthening Undergraduate Education through the Quality Enhancement Plan
Strategic Goal 1.2: Faculty and Staff Support and Development
Strategic Goal 1.3.1: Strengthening Student Engagement and Experience
Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success (Optimize new technologies to enhance teaching, research, service and learning)
Goal-VI:Establish and support high quality, state-of-the-art academic computing labs
(Director of Client Support)
University Strategic Goal 2.6: Facilities Planning
University Strategic Goal 1.5.2: Engaged Academic Technology and Digital Leadership
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
TBR Key Priority 3: Quality
Goal-VII: Develop new hardware and software standards for the delivery of flexible desktop computing environments and applications.
(Director of Client Support)
University Strategic Cornerstone 3: User-friendly Business Practices
University Strategic Goal 2.2: Library Infrastructure and Services
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
TBR Key Priority 3: Quality
Goal- VIII: Improve client serving processes and services to promote a high quality of service and greater customer satisfaction
(Director of Client Support)
University Strategic Cornerstone 3: User-friendly Business Practices (Analyze current Service Level Agreements and modify for
improvement in service delivery for all CIT units)
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority Goal 2.1.6: Continue and improve the one-stop shop for admissions processing, registration, and financial aid at
both Main Campus and Avon Williams Campus through increased use of technology as appropriate
TBR Key Priority 3: Quality
- Systems Support Services
Goal-IX: Maintain a current information technology infrastructure--including hardware, software, communications, and networking resources—that supports the various missions of the university
(Director of Systems)
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
University Strategic Goal 2.6: Facilities Planning
University Strategic Goal 1.5: Technology Innovation and Instruction
TBR Key Priority 1: Access
TBR Key Priority 3: Quality
Goal-X: Expand and maintain the existing telecommunications infrastructure to provide reliable service that supports the University mission.
(Director of Systems)
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 1: Access
TBR Key Priority 3: Quality
Goal-XI: Provide a secure and reliable platform for accumulating, storing, and making available all data in support of the administrative functions of the university.
(Director of Systems)
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
Comprehensive Standards-3.3.1.4: Support Research within Institutional Mission if Appropriate
University Strategic Goal 1.5: Technology Innovation and Instruction
TBR Key Priority 3: Quality
TBR Priority 4: Resourcefulness & Efficiency
- Management Information Systems
Goal-XII:Implement and maintain management information systems (Banner Systems and Third Party Systems) required to
effectuate business processes and to facilitate administrative operations and planning activities at the University.
(Manager of MIS)
University Strategic Cornerstone 3: User-friendly Business Practices
University Strategic Goal 1.5: Technology Innovation and Instruction
University Strategic Goal 2.3: Enhancing Our Web Presence (Develop a user friendly, transactional and interactive website)
University Strategic Goal 2.4: Environmental Sustainability
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
TBE Key Priority 3: Quality
E. Financial Support Services
Goal-XIII: Improve financial reporting processes and procedures
(CIO, Financial Analyst)
University Strategic Goal 6.1.6: Cost Reduction
TBR Key Priority 4: Resourcefulness & Efficiency
3.0 PROGRESS ON GOALS
A. Technology Administration
Goal-I: Establish technology standards for the TSU campus including hardware, software, policies, and procedures that reflect current technology requirements.
(CIO, Director of Systems and Director of Client Support)
University Strategic Cornerstone 3: User-friendly Business Practices
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
TBR Key Priority 4: Resourcefulness & Efficiency
- Review central computing and network standards annually.
- Determine current inventory and technology levels
- Review inventory in anticipation of new projects/initiatives
- Write summary of review outcomes
- Review existing technology policies for necessary modifications or additions based upon new computing and network standards.
- Assign policies to appropriate Director
- Directors will review policies with staff
- Write recommended modifications/additions
- Submit to CIT committee to finalize
- Submit to President’s Cabinet for approval
November 2011 – Submitted new e-mail policy for review by President’s cabinet.
- Explore state wide initiatives for shared computing and storage resources
- Attend state-wide IT meetings
- Develop partnerships with state IT resources, local academic leaders, and vendors
- Develop pilot projects
Goal-II: Establish a technology security program including policies and procedures for central and desktop computing, networking, and storage functions.
(CIO, Director of Systems and Director of Client Support)
University Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success
Objectives/ Tasks / FY-2010-11 / FY-2011-12 / FY-2012-13 / Status
Develop a technology security plan for central computing and network resources. /
- Review existing technology policies for missing or outdated procedures and mandates
- Partner with Red Flag officer to review policies
Goal-III: Establish university assessment requirements for each unit within the CIT division
(CIO, Director of Systems, Director of Client Support and Manager of MIS)
University Strategic Cornerstone 1: Commitment to Academic Quality and Reputation
University Strategic Cornerstone 3: User-friendly Business Practices (Analyze current Service Level Agreements and modify for
improvement in service delivery for all CIT units)
University Strategic Objective – IPA 01 – Integrated Assessment and Improvement model
University Strategic Objective – IPA 02 – Strengthened administrative arrangement for management of assessment and improvement
TBR Key Priority Goal 2.1.6: Continue and improve the one-stop shop for admissions processing, registration, and financial aid at
both Main Campus and Avon Williams Campus through increased use of technology as appropriate
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 3: Quality
Objectives / Tasks / FY-2010-11 / FY-2011-12 / FY-2012-13 / Status- Review existing SLAs and performance outcomes
- Determine if existing SLAs are realistic given existing resources.
- Modify SLAs according to review outcome
- Develop new SLAs based upon new technologies and modified service requirements
- Review performance outcomes data for Spring 2010
Current SLAs for work order turnaround are not met due to limited staffing in CIT.
- Review current assessment methods within CIT
- Determine if additional assessment methods should be incorporated
- Define additional assessment methods
- Recommend improvements to current assessment methods
- Develop solutions in response to Customer Service Satisfaction Surveys
- Prioritize issues
- Select top four issues to concentrate improvement efforts
- Write report on improvements for Compliance Assist
Goal-IV: Expand resources and optimize administrative and operational efficiencies
(CIO, Director of Systems and Director of Client Support)
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Core Requirement-2.5: Demonstrate the Institution is Effectively Accomplishing its Mission
Comprehensive Standards-3.3.1.2: Administrative Support Services
Comprehensive Standards-3.3.1.3: Educational Support Services
University Strategic Goal 6.1.6: Cost Reduction
TBR Key Priority 3: Quality
TBR Key Priority 4: Resourcefulness & Efficiency
Objectives / Tasks / FY-2010-11 / FY-2011-12 / FY-2012-13 / Status- Increase efficiency in delivering courses via distance education and/or technology enhancements
Equipment: $240,000 / Target following reductions:
Equipment: $240,000 / Target following reductions:
Equipment: $240,000 / 1.2011-550 VDI clients have been installed on lab computers. An additional 550 licenses have been purchased so phase 2 can begin.
- Increase operational efficiencies by optimizing administrative structures
- Use volume purchase agreements for purchasing and for maintaining software and hardware
Use TBR agreements for reducing costs in maintaining and supporting Banner and add-on software, network costs, and renewal fees for software licenses / Target following reductions:
$60,000
Target following reductions:
Software: $60,000
Network: $160,000
Maintenance:
$75,000 / Target following reductions:
$250,000
Target following reductions:
Software: $60,000
Network: $160,000
Maintenance:
$75,000 / TBD
Target following reductions:
Software: $60,000
Network: $160,000
Maintenance:
$75,000 / 6/2011 – Call Center moved to Enrollment Management
2. 2011-Added storage area network to existing SEI maintenance contract saving $85,000 annually.
B. Client Support Services
The mission of Client Support Services is to provide end user computing services for faculty, staff, and students including desktop computing, academic computing labs facilities, technology classrooms, Help Desk and Call Center services in support of the University mission of scholarly inquiry, research, life-long learning, and community service.
Goal-V: Establish and maintain high quality, technology classrooms that meet the instructional needs of faculty by following campus hardware and software
standards established by the Technology Vision Committee (TEKV)
(Director of Client Support)
University Strategic Cornerstone 1: Commitment to Academic Quality and Reputation
Strategic Goal 1.1: Strengthening Undergraduate Education through the Quality Enhancement Plan
Strategic Goal 1.2: Faculty and Staff Support and Development
Strategic Goal 1.3.1: Strengthening Student Engagement and Experience
Strategic Goal 1.5: Technology Innovation and Instruction
Core Requirement-2.5: Continuous Improvement in Institutional Quality
Comprehensive Standards-3.3.1.3: Educational Support Services
TBR Key Priority 2: Student Success (Optimize new technologies to enhance teaching, research, service and learning)
Objectives / Tasks / FY-2010-11 / FY-2011-12 / FY-2012-13 / Status- Establish New Technology classrooms based upon TEKV recommendations
- Determine budget availability
- Review recommendations from TEKV
- Implement new technology classrooms
- Maintain the quality of existing technology classrooms through equipment upgrades.
- Establish criteria for upgrading existing classrooms
- Identify 10 classrooms meeting the criteria that have the highest incidents of failure
- Establish timeline for removal/installation of equipment based upon academic schedule
Upgrades 10 classrooms
New AWC 353 & 354
2011-2012 -
15 Projectors replaced
8 rooms will be evaluated for upgrades of all equipment
- Maintain quality of existing technology classrooms through equipment repairs.
- Write Blanket PO for up to $4,000 in repair
- Maintain documentation of repairs
- Maintain appropriate consumables inventory for technology classrooms for the whole academic year
Goal-VI:Establish and support high quality, state-of-the-art academic computing labs