1. 1 California Dreamin' How Planning, People, and Persistence Make Dreams Come True Hilary J. Baker, Senior Director David J. Ernst, Assistant Vice Chancellor/CIO California State University, Office of the Chancellor

2. 2 Copyright Statement Copyright Hilary J. Baker and David J. Ernst, 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

3. 3 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making the Dream Come True

4. 4 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making the Dream Come True

5. 5 CSU Facts and Figures  Founded as a system in 1960  Largest four-year university in US  23 campuses plus Chancellor’s Office San Jose State est. 1857Channel Islands campus est. 2002

6. 6 CSU Facts and Figures: Campuses Fresno Hayward Long Beach Los Angeles Maritime Northridge Pomona San Bernardino San Jose San Luis Obispo Sonoma Bakersfield Channel Islands Chico Dominguez Hills Fullerton Humboldt Monterey Bay Sacramento San Diego San Francisco San Marcos Stanislaus Chancellor’s Office

7. 7 CSU Facts and Figures: Population 400,000 Students 44,000 Faculty & Staff

8. 8 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making the Dream Come True

9. 9 Integrated Technology Strategy  1993: CSU Presidents took lead with IT planning  1995: System-wide planning process about “what we wanted to be when we grow up” and how technology could help us get there developed  1996: Integrated Technology Strategy (ITS) endorsed by the Trustees  Guided the CSU’s investment in technology ever since

10. 10 ITS Planning: Why?  Going to spend money on IT no matter what  Issue is how to spend it wisely  More important as a way of setting directions and priorities for spending existing dollars  Helps to direct new spending

11. 11 ITS Planning: Process Steps  Current State Documentation  Establish Future State Vision  Identify Assumptions, Principles, Strategies  Identify Gaps and Opportunities  Define Initiatives  Prioritize and Phase Initiatives  Finalize Plan

12. 12 ITS Planning: Mission As a result of the ITS Initiative we will achieve: “an integrated electronic environment that enables all CSU students, faculty and staff to communicate with one another and to interact with information resources from anyplace, to anyplace at anytime to advance the CSU’s mission.” Goal:  To provide the best possible environment for the education of CSU students

13. Strategic Outcomes Initiatives / Projects Technology Pre-requisites ITS Planning: Model 13

14. 14 ITS Planning: Strategic Outcomes  Personal Productivity  Excellence in Learning and Teaching  Quality of Student Experience  Administrative Productivity and Quality

15. 15 ITS Planning: Technology Pre-requisites  Provides a “Baseline” Level of Capability across the campuses  Access  Network Connectivity  Hardware  Software  Training  Support

16. 16 ITS Planning: Initiatives/Projects Prioritization CSU's Value Framework has provided a stakeholder driven approach for prioritizing and scheduling the ITS initiatives.

17. 17 CSU's Value Framework Stakeholder Value: Internal and External Institutional Value Technical and Institutional Dependency Technical and Institutional Risk Financial Costs / Benefits  Implementation Costs  Funds for re-direction  New revenue sources  Planning Principles  Student  Faculty  Staff  Business Partners  Legislative Staffs  Alumni  Risk of doing  Risk of not doing  Pre-requisites  "Low Hanging Fruit"

18. 18 ITS Planning: Initiatives/Projects  Distributed Learning & Teaching  Centers for Institutional Technology Development  Multimedia Repository  Library Resources  One Card  Procurement Process Improvement  Streamline I/T Delivery  Common Management Systems  Student Friendly Services

19. 19 EDUCAUSE Top Ten IT Issues  Administrative Systems/ERP  IT Funding Strategies  Faculty Development, Support and Training  IT Staffing and HR Management  Distance Education  Teaching and Learning Strategies  IT Strategic Planning  Online Student Services  Maintaining Network and IT Infrastructure  Electronic Classrooms/Technology Buildings EDUCAUSE Quarterly, 2002

20. 20  Institutional - other  Revenue from resale of services to campus community  One Card (Debit, Telephone)  Services to Auxiliary  Enterprises  Services to K-14 institutions ITS: Funding Foundation Funding Foundation  State  General Funds  Capital Funds  Special Taxes  Students  Student Technology Fee  Purchase/Lease of PC’s  Private Sector  Partnerships  Gifts and Grants

21. 21 - Collaboration + ITS: Collaboration vs. Centralization Single Campus Model Multi- Campus Model System-wide Model

22. 22 ITS: Oversight

23. X Procurement Process Improvement Technology Pre-requisites Outcomes  Personal Productivity  Excellence in Learning and Teaching  Quality of Student Experience  Administrative Productivity and Quality Integrated Technology Strategy Progress 1996-2002 Access X Access Infrastructure Initiative X Baseline Training & User Support Infrastructure SupportTraining Network Hardware Software X Student Friendly Services X One Card X Distributed Learn. & Teach. X Multimedia Repository X Library Resources X Common Mgt. Systems X Streamline I/T Delivery Initiatives X Centers for Inst. Tech. Develop. X Procurement Process Initiatives / Projects

24. 24 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making the Dream Come True

25. 25 Technology Infrastructure TII Scope

26. 26 Technology Infrastructure  A broader concept of “infrastructure”  Includes hardware/software access, training, support  Technology Infrastructure Initiative (TII)  Campus network build-out  4CNet  Funding alternatives  Public/Private partnership (CETI)  Bond Issue  Measures of Success

27. 27 Technology Infrastructure Initiatives  Fully build-out baseline intra- and inter-campus technology infrastructure  Funded program to keep the infrastructure current  Infrastructure capability to meet the educational needs of 100,000 new students expected to enroll by 2005 (“Tidal wave II”)

28. 28 Technology Infrastructure Initiatives Stage 1  Spaces, Pathways and Intra-building Media  Funded by State Capital Outlay Program Stage 2  Inter-building Media, Network Equipment, Network Management Tools, Training and Staff Professional Development  Funded by CSU Support Budget

29. 29 Technology Infrastructure Initiatives  TII Stage 1 Infrastructure Upgrade  Spaces, Pathways and Intra-building Media  11 CSU campuses have successfully received bids  Multiple campuses begin construction by Fall 2002  TII Stage 2 Infrastructure Upgrade  Inter-building Media, Network Equipment, Network Management Tools, Training, and Staff Professional Develop

30. 30 State-wide Infrastructure

31. 31 Infrastructure: Financing $245 million over 4 years  Stage 1  State Capital Outlay – $180 million  Stage 2  Support Budget – $65 million  Refresh  Support Budget – $20 million per year  Three year refresh cycle

32. 32 Infrastructure: Lessons Learned  Strategic Imperative = standardized, integrated, robust infrastructure  Operating and equipment standards are essential  Training and professional development of technical staff  Workstation standards easy to define and difficult to maintain/enforce  Use multiple approaches to user training  Support desk issues more difficult in multi-campus system setting

33. 33 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making The Dream Come True

34. 34 Administrative Systems: Why Change?  Integrated Technology Strategy in place  No system-wide HR system  Financial system replacement  Different ERP packages

35. 35 Common Management Systems (CMS) Improved Efficiency Improved Quality Standard of Best Practices for Students, Faculty and Staff

36. 36 CMS Target Environment  Administrative “best practices”  Shared service center  Shared, common suite of applications software 1999 2006

37. 37 Lessons Learned: From the CSU to You  Software Implementation Approach  Sponsorship & Teamwork  Project Scope  Project Management  Communication  Change Management  Budget  Expect the Unexpected  Celebrate Successes

38. 38 Software Implementation Approach  Consider total cost of ownership  Approach needs to work for your campus  Collaborate but make decisions  Minimize customizations CMS Approach  Single software version  Database copy for 23 campuses  Centralized application development  System-wide interfaces and reports  Campus managed rollout to end users

39. 39 Sponsorship & Teamwork  Engaged executive sponsorship  Informed and engaged stakeholders  Campus led, system initiative  System-wide teams and teamwork

40. 40 Project Scope  Well articulated scope - watch out for creep!  “Must-have” functionality  “Phase-in” functionality  When are you ready? When is product ready?

41. 41 Project Management  Strong project management and oversight  Realistic project plan  Clear and consistent status reporting guidelines  One task at a time, one day at a time, milestones met, project completed

42. 42 Communication  Communication commitment  Recognize different communication audiences  Internal to CMS Project  External to CMS Project, internal to CSU  External to CSU  ECAR papers

43. 43 Change Management Why can’t I do it the way I’ve always done it?  Business process change is painful  Technology change is merely difficult  Need to remain open and willing to change

44. 44 Budget  Develop realistic budget  Work through tough budget years CMS Budget  $400M for initial 7-year implementation  $10M for average campus implementation CSU Salaries Support & Services Data Center Software Consultants

45. 45 Expect the Unexpected  View challenges as opportunities  Include contingency planning CMS Experience  California budget turnaround  State audit

46. 46 Celebrate Successes CMS Milestones  HR and Finance – 15 campuses live + 1 more this yr  Student Administration – 3 campuses live + 3 more this yr  All campuses fully operational by 2006 Celebrate project milestones

47. 47 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making The Dream Come True

48. 48 Why Outsourcing?  Considered feasibility of data center consolidation  Est. cost to operate 20+ CSU campus data centers - $50M+  Data center consolidation deferred until ERP decision  Selected PeopleSoft  Decided to use shared regional data center(s)  Opportunity to centralize away from 20+ data centers  Complex technical environment  Didn’t choose to rely on campus data centers 1996 1998

49. 49 Outsourcing: Approach  Technical Architecture Planning  Request for Quote  Request for Proposal  Vendor Selected  Contract Negotiations  Five year contract, $60M  Hardware  Operations Largest data center outsourcing agreement in Higher Education

50. 50 Outsourcing: Implementation  Setup Data Center – Salt Lake City, Utah  Operational as of July 2001  Complex Environment  120+ servers  392 database instances  Service Level Agreements with campuses  System Availability  Problem Management  Back-ups  Network Availability  Disaster Recovery

51. 51 Outsourcing: Lessons Learned - So Far  “Real” outsourcing  Defined roles and responsibilities  Accountability – SLAs  Significant preparation and planning  Procedures and process  Contract clarification  Location

52. 52 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making the Dream Come True

53. 53 Complete the Dream  Need to Complete Technology Infrastructure  Need to Complete CMS ERP on all campuses  Maintain Outsourced Data Center  All this provided base to now allow us to focus on academic technology planning

54. 54 Academic Technology Strategy Goal of the Academic Technology Strategy is to provide … We’ve only touched the tip of the iceberg

55. 55 Planning Steps As with ITS in 1996:  Document current state  Develop vision for technology support of academics  Provide a common framework for decision-making  Determine short list of initiatives based on stakeholder value and “ROI”  Finalize and communicate the Strategic Academic Technology Plan

56. 56 Objectives When completed, we will have identified:  Short list of strategic initiatives  Resources required  3-5 funding alternatives  Pros/cons of each alternative  Organizational and structural impacts / requirements  How to leverage our investment in technology

57. 57 Framework Outcomes  Marketing and Recruitment  Services to Students  Teaching and Learning  Access to Programs Current ITS Academic Initiatives  Library Resources  Multimedia Repository  Centers for Instructional Technology Development  Distributed Learning & Teaching

58. 58 Potential Initiative Areas  Marketing and Recruitment  Increase recruiting yields (Faculty and Students)  Student Services  Decrease marketing/recruitment cost per faculty or student  One stop self service options  “High touch” assistance on demand  Teaching and Learning  Develop multi-mode courses  On line programs  Reduce cost of instruction  Reduce time to graduation  Access to Programs  Accommodate increased enrollment  Reduce new capital costs

59. 59 California Dreamin’ Overview  CSU Highlights  The Dream  Integrated Technology Strategy  Working the Dream  Infrastructure  Administrative Systems  Outsourcing  Academic Technology Planning  Making the Dream Come True

60. 60 It’s the Planning…  Planning is strategic and tactical  Resources affect the pace not the outcome  Communicate effectively Can’t see the forest for the trees?

61. 61 It’s the People…  Teamwork  Sponsorship  Leadership  Focus Celebrate the milestones

62. 62 Persistence too…  Persistence from everyone  Need to be willing to change your mind  Get paid to be right not consistent!  Don’t let the tough days get you down  Keep smiling!

63. 63 CSU California Dreamin’ We Dreamed It We Planned It We’re Doing It!

64. 64 Now what about you?