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Delivering Outstanding Value to the Campus


I am happy to report the Information Technology Services (ITS) department continued to deliver outstanding value to the campus community during fiscal year 2016. The measure of our work goes beyond the 37,523 service requests handled or the 124 projects delivered. It can also be measured by the unyielding commitment to providing outstanding service to all campus constituents and in the continuous creation of value as new technologies and systems are implemented to improve the learning, teaching, research and administrative experience of all of our constituents. Ninety-five percent of ITS customers reported being satisfied at the completion of a service request, another 1 percent reported neutral satisfaction and 4 percent reported dissatisfaction (based upon 3,145 responses to service survey upon completion of a service request).

The ITS Help Desk earned a 3.85 GPA from the Osprey Eyes mystery patron program for both the fall 2015 and spring 2016 terms. Additionally, 90 percent of the Osprey Eyes student reviewers said the service they received from the ITS Help Desk in spring 2016 made them feel like a priority. 

Thank you for your support and feedback to help us better serve you.

We still have much work to complete and pledge our personal and collective efforts to continue to contribute to the success of this dynamic university. Swoop!

 

Future Objectives for FY 2017

Last year I mentioned how the changing dynamics and demands on higher education creates a desire that ITS not only deliver value to the University, but also be transparent, visible and collaborative. We have made some progress towards fulfilling this mission, but must maintain vigilance in meeting our continuing objectives for the fiscal year ahead:

  • Oversee the timely and efficient execution of ITS project portfolios (Academic Affairs, Administration and Finance, President’s Office, Student Affairs, University Development and Alumni Engagement). 
  • Develop a multi-year plan for managing the upgrade and densification of the University’s wireless infrastructure.
  • Continue to develop and execute a web/mobility application strategy.
  • Develop a three-year strategic ITS plan. Incorporate technology 'swim lanes' as identified by the CIO.
  • Develop IT career ladders across ITS.
  • Develop, implement and support on-going communications of UNF’s project management methodology framework.
  • Establish ITS project management metrics.
Reggie Brinson CIO and AVP of Admin and Finance  Reggie Brinson
Associate VP and Chief Information Officer
  • Provide a PMO project score-card and divisional portfolio report to each division.
  • Develop service level agreements for critical data and telecommunications systems and manage to the agreed upon service targets.
 
Transparency carries a commitment to be honest with ourselves and you, our customers, as to where there exists opportunity to improve our execution and quality of delivery.

To be visible encompasses actively engaging and partnering with key stakeholders to offer service and support for the learning, teaching and administrative processes critical to UNF’s success.

ITS, along with every other campus unit, must collaborate to be successful. In the past, some silos have existed within ITS, but going forward we will foster partnership and individual commitment to being more collaborative. As this next fiscal year unfolds, you will see ITS continue to seek input and buy-in from all stakeholders when delivering our services and projects.

I hope you will continue to join me in our commitment to working with the “known end” in mind, both from an annual objective and organization culture perspective. 

Our Teams 

Information Technology Services is comprised of five departments: Academic Technology, Enterprise Systems, Networking, Systems, and Security, Project Management Office, and User Services. View an organizational chart of staff members and their teams.


The Academic Technology department serves to foster and support the use of academic technology in the teaching, research and service activities of the UNF’s faculty and students. Academic technology refers to any technology used by faculty and students in the creation and dissemination of knowledge. This mission requires cooperation and coordination between administrative, academic and technology units. Academic Technology seeks to enable the University to realize its potential in teaching, learning, and research through the innovative design and meaningful integration of technology. The director of Academic Technology serves as a key advocate for faculty with administrative and technology units across campus.

The Enterprise Systems department deploys and delivers enterprise applications which support the administrative, research, instructional, and outreach activities of the University in a risk-managed, cost-effective, and continuously improved environment.

  • Systems Integration manages the integration of third-party technology solutions, including Blackboard Learn, Luminis Portal, Ektron Content Management System (CMS), EMS Calendar System, Imaging System, Raiser's Edge, Financial Edge and other applications. Systems Integration also provides business solutions using SharePoint, custom web development, and reporting. 
  • The Business Services area is responsible for Enterprise data services, reporting, and other areas in support of the administration functions of the University.
  • The Applications Development unit provides custom applications and automated solutions in support of administrative and academic functions of the University.

Networking, Systems and Security provides a diverse set of critical computing services in support of the educational, research and social missions of the University.

  • The Networking team is responsible for the planning, construction, and maintenance of a reliable, highly available and high-performance campus network. This includes the campus wired and wireless network, Internet connectivity and the telephone system. They also manage dedicated high-speed connections to Florida Lambda Rail, a high-speed network that connects all of the state universities to each other and external resources.
  • The Systems team provisions and maintains servers, file storage and infrastructure systems, such as campus email, database systems, collaboration platforms (e.g. SharePoint) and the Virtual Lab. They are responsible for critical systems such as authentication, remote access and anti-spam email filtering.
  • IT Security's mission is to provide a safe computing environment for the campus. They maintain systems that protect the critical data of the University, including firewalls, intrusion prevention systems and anti-malware software. Essential services include threat analysis, mitigation efforts, incident response and consultative support.

The Project Management Office (PMO) provides focused, operational insight for university-wide critically strategic IT initiatives enabling senior university leaders to adapt dynamically to emerging trends while realizing the impact. The PMO also serves as the champion of organizational change by seeing change (and the willingness of the organization to change) as a competitive differentiator. Finally, the PMO serves as a means by which disparate, seemingly unconnected efforts become one, cohesive strategy through its ability to view the larger purpose of the University’s short and long term objectives.

User Services provides a broad range of services from technical support to partnering with other units in delivering services and projects that enhance the educational and business needs of the University.

  • The ITS Help Desk provides a central location for students, faculty and staff to access information, support, technical resources and routes technical issues and requests to other staff members in ITS.
  • College and administrative support coordinators provide advanced desktop support and are subject matter experts for many campus applications and technical services.
  • The computer client development unit manages desktop software licensing and deployment for the campus.

 

 

 

View Last Year's Annual Report    Contributors to the 2016 Annual Report