1. Survey Coordinator Orientation For Technology Provider Surveys California State University IT Operations & Support Services

2. September, 19992 Today’s Agenda Project Overview –CSU Vision for Technology –Operations & Support Services Strategy (O&SS) Mission & Objectives Technology Provider Surveys –Survey Overview & Time Line –Role of the Survey Coordinator –Survey Distribution & Respondents Survey Q&A –Campus Technology Provider Survey –Local Technology Provider Survey –FAQ & Survey Support

3. September, 19993 Technology plays a central role in CSU’s strategic vision.  The University’s four Cornerstones are the basis of our plans to meet the challenges of the next decade:  Deliver the highest standards of education;  Meet more demand with the available resources;  Be accountable for our performance; and  Serve the changing education needs of California’s people.  The Integrated Technology Strategy - Technology Infrastructure Initiative, or ITS-TII, is a major step in our commitment to technology as a strategic resource. A "learning on demand" model of education - worldwide access to information anytime, anywhere.

4. September, 19994 Operations & Support Services (O&SS) will help us achieve our mission. Our mission is to: –“Bring together the needs of a networked community while serving the highly individualized requirements of our faculty, students, and staff.” To achieve our mission we will: –Define a core set of baseline technologies to which all CSU citizens have access; –Identify agreed-upon performance metrics for service delivery (e.g., quality, availability, and cost effectiveness); –Develop continuous processes for updating standards as user needs and technologies change; and –Improve the quality of service by providing ongoing development for our IT professionals.

5. September, 19995 The first step for O&SS is to define the target environment. Internal Environment  Campus Visits  Pilots & Focus Groups  Technology Provider Surveys  Customer Satisfaction Surveys Internal Environment  Campus Visits  Pilots & Focus Groups  Technology Provider Surveys  Customer Satisfaction Surveys External Environment  Trends in Technology  "Best Practices" Reviews  Visits to Other Organizations External Environment  Trends in Technology  "Best Practices" Reviews  Visits to Other Organizations Target Environment Internal sources help us identify our unique needs. External sources help us identify trends & adapt innovations.

6. September, 19996 Next, we’ll will begin to develop strategies for service delivery.  Multiple strategies will facilitate our goals - it’s “not 1 or 23” - there are many options in between.  Support can be best provided by a distributed, but coordinated approach.  The system-wide effort is to bring everyone up to a baseline level of technology (not to take control from user groups).  Campus input will play an integral role in shaping service strategy development. Balancing local needs with system-wide economies of scale is our biggest challenge.

7. September, 19997 The Technology Provider Surveys will supply a key piece of campus input. A picture of what is already in place across several major areas of operations & support services: –User Workstation Environment: Hardware, core applications software, development software tools, and systems management software tools; training; and support services; –Network Operations & Support Services: All campus and system-wide data, voice, and video systems to the "faceplate;” and –Infrastructure Support - Maintain and refresh campus telecommunications physical plant (pathways, media and spaces) and electronics.

8. September, 19998 Survey Coordinators will oversee administration & timely survey completion. The primary responsibilities of the Survey Coordinator are: –to identify participants on each CSU campus; –to facilitate the distribution of survey questionnaires ; –to solicit and encourage participation in the survey; and –to provide initial or first-level support to participants regarding the content or completion of the surveys. Thank you for your assistance! In very real terms, the success of the survey depends on you! Completed surveys should be returned to Blackwell by September 30th.

9. September, 19999 Our goal is to represent all major central and distributed IT support organizations. The Campus Technology Provider Survey covers: –The central Information Technology department; and –Any major division or function that provides IT support across most areas of the campus as a centralized function. The Local Technology Provider Survey covers: –All major divisions, schools, and colleges in relation to technical support provided internally to their own faculty, students, and staff; and –Not individual departments -- department level support should be aggregated and reported by the school or division. Complete the survey that represents the predominant function -- only one per division, school, or college –We don’t want to count anything twice!

10. September, 199910 Survey packets should be distributed to your respondents this week (by 9/17). Respondents will receive: –A cover letter describing the goals and objectives of the effort; –Either the Campus Technical Provider Survey or the Local Technical Provider Survey (only one per respondent); and –Instructions to return the survey to you. You’ll send the surveys back to Blackwell (pre-addressed envelopes provided). Early reminders to the survey respondents will help us maintain our time line!

11. And now, without further ado… The Campus & Local Technology Provider Surveys!