Survey Coordinator Orientation For Technology Provider Surveys

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

2. 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. 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. 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. 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 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. 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. 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. 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. 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. 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!