Office of Technology Services IT Strategy

Transcription

1 Office of Technology Services IT Strategy

2 Purpose The purpose of this Information Technology Strategy document is to describe how the Office of Technology Services (OTS) supports Lone Star College s vision by aligning information technology to the organization s mission and strategic goals. The IT Strategy is built upon Lone Star College s key existing strengths which include high quality instruction, student focused service, affordability, accessibility and efficiencies in operation. Lone Star College s Strategic Position Lone Star College (LSCS) is in the business of opening doors. Its mission is to provide high quality, affordable educational opportunities and services to its students so they can achieve their goals. We offer a wide variety of courses and programs to suit individual student needs. There are transfer courses, workforce and career programs, and continuing education courses to foster lifelong learning. We partner with Independent School Districts (ISDs) on dual credit programs so high school students can earn college credit almost cost free. We partner with four-year colleges and universities who offer their classes on our campuses so Lone Star College students can easily transition into four-year and advanced degree programs. We keep tuition affordable. But most important of all, Lone Star College is known for its outstanding teaching, innovation and state-of-the-art facilities. Why We Will Succeed Lone Star College will be a model college globally recognized for achieving exceptional levels of success in student learning, student completion, gainful employment, equity and affordability. The business capabilities that enable the organization to succeed in its vision include: Strong executive leadership with a clear vision of where we are going and how to get there A national reputation for excellence Our financial strength and AAA bond rating Close partnerships with local governments, businesses and 4-year universities We pursue unique, innovative solutions to challenges Information technology helps make Lone Star College s vision a reality. Without a stable and secure infrastructure or the use of academic and administrative technologies, Lone Star College cannot provide quality educational opportunities and programs to its students or help drive student success and engagement. Furthermore, as technology continues to permeate every aspect of life at Lone Star College, the importance of matching information technology to the needs and priorities of the organization grows ever stronger. Office of Technology Services IT Strategy 2

3 IT Strategy The Office of Technology Services contributes to Lone Star College s success by providing exemplary services that promote student success, quality instruction, effective employees, and a thriving community. It starts with guiding principles that inform decision making, includes policies, procedures and metrics to standardize operations and measure performance, and aligns spending and services with institutional needs. Our IT strategy to facilitate Lone Star College s success is to: Provide an infrastructure that promotes growth and innovation Manage finances and resources well Rapidly respond to changing needs Facilitate classroom innovation initiatives Partner with campus leadership to ensure OTS provides appropriate services and to eliminate those that are no longer needed Successfully lead and manage projects Skillfully negotiate licensing agreements and vendor contracts Keep current on emerging technologies Attract and retain highly competent IT professionals with a multitude of skills Guiding Principles A strong set of guiding principles is important to IT decision making because it ensures consistency and clarity of vision. The Office of Technology Services adheres to these guiding principles in decision making: 1. Technology resources and services will be uniform system-wide (Standardization) 2. IT assets and services can be rapidly scaled to support student success (Scalability) 3. The User Experience drives technology decision-making and delivery of services (User Experience) 4. Technology resources and services are reliable and highly-available (Stability, Reliability) 5. Outcomes are measured to maintain accountability (Accountability) 6. The creative use of technology is encouraged and promoted (Innovation) 7. Technology is accessible to faculty, staff and students (Access) 8. Efficiency is increased through the appropriate use of technology (Efficiency) 9. OTS builds and sustains internal and external relationships (Relationships) 10. OTS ethically and responsibly manages IT resources and funding (Stewardship) 11. Data and the entire computing environment is secure (Security) Office of Technology Services IT Strategy 3

4 Governance IT decision making occurs one of two ways at Lone Star College. Decisions related to its Enterprise Resource Planning (ERP) system are made through senior leadership councils with an emphasis on aligning changes to the institution s current strategic initiatives and business drivers and maximizing resources. Decisions related to Lone Star College s enterprise architecture and IT operations are made by the Office of Technology Services leadership team in collaboration with key technology advisory councils such as: Campus Technology Advisory Council (C-TAC): Is composed of a cross-section of representatives from each respective campus (appointed by the campus president, VPs and deans) and the OTS Executive Director/Director. C-TAC advises the campus OTS Executive Director/Director on strategic educational and administrative priorities of the campus. C-TAC is responsible to identify funding allocation for proposed campus priorities. The OTS Executive Director/Director will serve as a non-voting co-chair. C-TAC will also disseminate information to the campus community to increase awareness of technology decisions and planning. C-TAC will select one of their members to serve as their representative in Sys-TAC. Ad-hoc Committees From time to time it may be necessary for OTS to establish ad-hoc committees to address specific technology-related issues, projects, or initiatives. Ad-hoc committees will serve for a definite time and be given a specific project charter by the CIO, AVC, or campus OTS Executive Director/Director. Financial Management The Office of Technology Services operates as a cost center and has two main funding sources: Appropriated Budget and Technology Fee. These funds are distributed across seven areas to support ITrelated operating expenses at Lone Star College: Campus Services Funds campus-related operational budgets including computer refreshes, software updates and computing resource maintenance Obligations Pays for lease agreements, software license renewals and maintenance contracts system wide Telecommunications Funds the phone system, long distance and access to the Internet Enterprise Applications Pays for all system wide applications related to the Enterprise Resource Planning (ERP) system Technical Services Funds datacenters, server and network support Service Desk Pays for the OTS/Financial Aid Contact Centers CIO/Business Operations/Client Relations Funds general operations of the department Although many IT-related projects are paid for out of OTS funds, some are not. Furthermore, a recent change to Lone Star College s governance model will see an increase in the number of ERP projects funded from the institution s operating budget rather than individual department budgets. Measuring IT Office of Technology Services IT Strategy 4

5 The Office of Technology Services measures services and support in a number of ways. Service Level Agreements (SLAs) explicitly detail what customers can expect from the department in terms of system availability, performance and planned downtime. Key Performance Indicators (KPIs) monitor system performance and availability, among other things, and are used to ensure transparency of IT to the organization. Surveys and focus groups provide feedback on customer satisfaction. Monthly reports to stakeholders on IT projects keep them informed and aware of risks or issues. Financial reports to senior leadership track costs and spending, which also promotes transparency. IT Services The mission of Lone Star College s Office of Technology Services is to provide exemplary services that promote student success, quality instruction, effective employees, and a thriving community. In our day-to-day operations, we serve Lone Star College s information technology needs in these key ways: Academic Support OTS is focused on the application of technology in the classroom. We collaborate with faculty and instructional leaders on equipment and software standards to ensure faculty teach with current technologies. We use remote management tools and work during off-hours to ensure classroom computers function properly and instruction isn t disrupted. Our technicians provide immediate assistance when technical problems occur during class and in-class help, when needed. Our objective is to provide a stable, reliable learning environment for faculty and students and to maximize their use of technology resources. Examples of academic support include: Standardized, current technologies in classrooms, libraries and labs Immediate in-person classroom technology assistance 24/7 Technology Service Desk support Administrative Systems OTS provides solutions that enhance productivity. We do this in our own department by using management tools, automation, virtualization and standard operating procedures to work efficiently and make the best use of our time. We do this for other departments by seeking technology solutions that automate manual processes, streamline workflows and help staff better learn and perform their responsibilities. We look for ways to eliminate redundancy and boost productivity. Examples of administrative systems include: State-of-the-art administrative system Online IT issue and request system with live chat Communication and online desktop video-conferencing systems Infrastructure Services OTS provides a stable, robust framework of network resources to support Lone Star College s many needs. This includes two state-of-the-art data centers that mirror one another regarding mission critical applications to ensure these services are always available. It also includes one of higher education s largest private clouds. Examples of infrastructure services include: Fully-redundant, high-availability network Robust network security system Server virtualization designed for high-availability Office of Technology Services IT Strategy 5

6 Consulting OTS serves as a trusted advisor to faculty, staff and administrators regarding technology needs and innovative ideas. For instance, we collaboratively pilot new software and devices with faculty for potential use in the classroom. We also participate in the design of new buildings, learning spaces, libraries and classrooms. We bring a wealth of experience dealing with outside vendors that helps with contract negotiations. We stay current on emerging technologies and introduce them to academic and administrative leaders for consideration. We even help people pick their new cell phone. Partnerships OTS cultivates internal and external relationships. Within Lone Star College, we partner with decisionmakers in our academic and administrative departments in a variety of ways to advance the mission and goals of the organization. For instance, OTS actively participates in Welcome Back activities each semester when faculty return from summer and winter breaks. Outside Lone Star College, we partner with companies and organizations to expand or enhance services to students, strengthen our community ties, and implement innovative ideas. Examples include: Collaborate with academic and administrative leaders to jointly sponsor programs and initiatives Partner with technology vendors on courses, programs and internships for students Partner with outside organizations and businesses to bring innovative solutions to Lone Star College and reduce costs Office of Technology Services IT Strategy 6

7 VISION TO BE THE INNOVATION & SERVICE EXCELLENCE LEADER IN HIGHER EDUCATION PURPOSE Serve the information technology needs of Lone Star College VALUES Leadership Excellence Agility People Speed MISSION Provide exemplary services that promote student success, quality instruction, effective employees, and a thriving community. STRATEGY Strategic Alignment Service Excellence Innovation Security IT Foundation METRICS Efficiency Stewardship Customer Delight Service Performance Contributions PURPOSE VALUES STRATEGY METRICS Serve the information technology needs of Lone Star College through: These beliefs are at the core of everything we do: We pursue a five-prong strategy: We measure achievement of our vision through: ACADEMIC SUPPORT Application of technology in the classroom LEADERSHIP Rally ourselves and others to achieve great results STRATEGIC ALIGNMENT Work on what matters most EFFICIENCY Operational effectiveness ADMINISTRATIVE SYSTEMS Solutions that enhance productivity EXCELLENCE Surprise and delight our customers with our work SERVICE EXCELLENCE Continuously improve STEWARDSHIP Management of resources INFRASTRUCTURE SERVICES Stable, robust framework AGILITY Rapidly change INNOVATION Put great ideas into play CUSTOMER DELIGHT Satisfaction CONSULTING Trusted advisor PEOPLE Treat everyone with respect SECURITY Protect our customers SERVICE PERFORMANCE Key Performance Indicators PARTNERSHIPS Cultivate relationships internally & externally SPEED Respond with urgency IT FOUNDATION Build for innovation CONTRIBUTIONS Build the profession Office of Technology Services IT Strategy 7

8 Architecture The enterprise architecture of technology at Lone Star College is state-of-the-art, mature and robust. The Office of Technology Services built a network that allows customers access to systems and resources 24/7 with almost no downtime. The infrastructure is designed to meet Lone Star College s current information technology needs, as well as expand for future needs. Lone Star College s two data centers have been nationally recognized for their energy efficiency and alert systems, management tools and anti-virus software protect Lone Star College s network and data from hackers and viruses. OTS follows established procedures when changes occur including comprehensive communications to impacted customers and it adheres to internationally-recognized ITIL standards regarding incident and problem management. A new, highly-integrated Enterprise Resource Planning (ERP) system supports business operations and an online Portal provides faculty, staff and students access to personalized information and resources. People Staffing in the Office of Technology Services is intentionally lean in order to keep staffing costs at or around 36%. As part of its operational efficiency strategy, the department uses technology solutions like virtualization and remote management tools to keep staffing costs low. The one exception is in our Enterprise Applications area where recruiting and retaining staff with PeopleSoft experience is difficult. Historically, this area has been under-staffed and outsourcing has been used to secure the needed expertise. Partnerships The Office of Technology Services believes strong partnerships with trusted vendors are key to achieving Lone Star College s mission. Benefits to the institution include student internship opportunities, the creation and expansion of technology-related academic programs, and helping shape our partners products and services to better meet our needs. Risks and Issues Risk is inherent to innovation and agility and the Office of Technology Services seeks a balance between maximizing business opportunities within the framework of our strategy and identifying, assessing and minimizing the risks involved. A well-defined risk management process facilitates this in a controlled and transparent manner. Decreased funding, changing organizational needs, legislative mandates, and the size and complexity of projects underscore the importance of risk management. Main risks and how they are managed Below is an overview of the main financial, strategic and operational risks the Office of Technology Services faces and how they are managed. Office of Technology Services IT Strategy 10

9 Funding Risks Decreased state funding continues to be a risk for Lone Star College. To mitigate this, the organization follows an 8-point Strategy to reduce costs without sacrificing quality instruction or services or resorting to lay-offs or furloughs. Lone Star College also actively seeks alternative sources of funding, including providing IT as a shared service. Increased Cost Risks Licensing costs for Lone Star College s Enterprise Resource Planning (ERP) system is expensive and it increases every year, as does the cost of other software licensing, hosted services and consulting services. In addition, as our size increases so does our need to expand Lone Star College s infrastructure. All of these rising costs represent a real risk to the organization. The Office of Technology Services mitigates this risk by using aggressive contract negotiation strategies, centralized purchasing to leverage buying power and standardization of technology to eliminate redundancy and improve management efficiency. Culture Change Risks Lone Star College is undergoing a significant culture change as it responds to business influences. Student success initiatives like Texas Completes and My Degree Counts and the expansion of workforce development programs in other countries are causing organizational restructuring and business process changes. This culture shift represents a risk to OTS that is mitigated through governance, enhanced communications and strengthened partnerships with other departments. Project Risks The Office of Technology Services works on dozens of projects annually. Although in most cases project risks are limited, cost overruns, vendor turn-over and scope creep sometimes lead to problems. These risks are managed by OTS through a mature project management methodology that regularly assesses risks, reports them and manages them. Capacity Risks The Office of Technology is intentionally lean in terms of staffing and it supports a very large and complex organization, so employee burn-out is a very real risk. It is also difficult to retain experienced staff because their skills are more highly compensated in industry. In response to these risks, OTS focuses on staff development and keeping our people happy. We work closely with Human Resources to provide clear career pathways and offer professional development opportunities. We use our mature project management methodology and track key performance indicators in our ticketing system to ensure staff isn t over-committed. Office of Technology Services IT Strategy 11

10 Additional References Lone Star College System Strategic Plan Lone Star College s Information Technology Strategic Plan Lone Star College s Project Management Portfolio Disaster Recovery Plan OTS Communication Plan Information Security Plan Office of Technology Services IT Strategy 12