university of auckland it strategic plan 2013 -2015 · 2. develop a strategy for the learning...

Final 21 February 2013

University of Auckland

IT Strategic Plan

2013 -2015

2 Table of Contents

TABLE OF CONTENTS

TABLE OF CONTENTS .................................................................................................................... 2

EXECUTIVE SUMMARY ................................................................................................................. 3

STRATEGIC SUMMARY ................................................................................................................. 4

INTRODUCTION ................................................................................................................................ 4

PRIORITY AREAS ............................................................................................................................... 4

IT STRATEGY MAP............................................................................................................................. 7

IT KPIS .......................................................................................................................................... 8

THEMES ....................................................................................................................................... 9

1. ACCOMPLISHED STAFF ................................................................................................................... 9

2. ABLE STUDENTS ......................................................................................................................... 10

3. QUALITY RESEARCH ..................................................................................................................... 12

4. TREATY PARTNERSHIPS ................................................................................................................. 14

5. COMMUNITY PARTNERSHIPS .......................................................................................................... 15

6. SUSTAINABLE AUTONOMY ............................................................................................................. 16

7. GLOBAL STANDING ...................................................................................................................... 19

3 executive Summary

EXECUTIVE SUMMARY

The University IT strategy for the three years 2013 to 2015 will support and enable University strategy by:

providing resilient, available and secure systems which will support effective IT services delivery

improving customer service through integrated systems and with high quality people and partnerships

supporting organisational performance with improvements to end to end processes and cost efficiencies

enhancing the student experience with expanded and personalised web and mobile access channels

expanding interactive, online and multimedia teaching and learning systems

increasing the performance and capacity of research data processing, connectivity and storage

4 Strategic Summary

STRATEGIC SUMMARY

INTRODUCTION

Information technology supports the management of the University and provides opportunities for continuous

improvement in teaching, learning, research and administration.

The IT Strategic Plan is fully aligned to the University Strategic Plan 2013 to 2020 including the commitment to

recognising the historical relationship of Māori under the Treaty of Waitangi. This Plan covers a three year

period from 2013 and will be renewed in 2015 in acknowledgement of the rapid changes in IT tools and

technology.

The IT aspirations, objectives and actions have been grouped up for this executive summary into six priority

areas. The first two areas relate to the business of IT and the remaining four areas relate to University wide

activities. Key actions are grouped in priority order.1

PRIORITY AREAS

PERFORMANCE & RESILIENCE

In support of a sustainable, autonomous organisation, University IT will provide a high quality IT infrastructure

that performs to requirements, and is stable and resilient to failures.

Key actions:1

1 Implement effective backup & failover for data centre environmental and IT systems

1 Provide high performance network (fixed and wireless), data storage and computing

2 Embed a culture of attracting, developing and retaining diverse and high quality people

2 Continuously improve automation, integration and self service

2 Maintain disaster recovery and crisis management processes

3 Maintain effective IT risk and security management

1 1) Business case approved, resourced, under way; 2) Budgeted, part of IT Annual Plan, subject to business case approval; 3) Part of IT

Annual Plan business as usual; 4) To be resourced or at risk of not being actioned

5 Strategic Summary

CUSTOMER SERVICE

In support of a sustainable, autonomous organisation, University IT will provide high quality customer-focused

governance and management practices.

Key actions: 1

1 Reduce systems duplication including further implementation of the Roles and Responsibilities project

2 Further implement the Identity and Access Management (IAM) strategy including IAM as a service

2 Provide Unicode macron support for Te Reo and other languages across systems

3 Develop and maintain effective communications and partnering relationships between central and local IT

and customers

3 Lead the delivery of the Enterprise Applications Strategy and the IT Service Strategies

3 Develop resources that enable staff and students to keep information secure

4 Establish a customer service management system providing a University-wide end to end service desk

operation with self-service and strong reporting and accountabilities established across all IT teams

ORGANISATIONAL PERFORMANCE

In support of a sustainable, autonomous organisation, University IT will provide support for efficient capital

and resource usage.

Key actions: 1

1 Support further deployment of Hyperion planning and reporting including KPIs

1 Support University major initiatives for process improvement and increased cost efficiencies including the

Financial Improvement Project Phases 2 & 3 and the Faculty Administration Review

1 Provide the IT requirements for new strategic buildings and facilities

2 Integration of University and Uniservices core systems

3 Support the refinement of roles to enhance IT collaboration and effectiveness across the University

3 Ensure effective procurement and vendor management processes maximise value and minimise risk

3 Assess expenditure on high cost systems annually and research alternatives with lower TCO

STUDENT EXPERIENCE

In support of able students and of increased numbers of international, postgraduate taught and postgraduate

research students, University IT will ensure IT systems support efficient and effective student recruitment and

lifecycle processes.

Key actions: 1

2 Support continuous improvement to an integrated self-service system for processing undergraduate and

postgraduate enquiries, applications and enrolments

2 Further enhance mobile access including Bring Your Own Device (BYOD) and mobility applications

2 Enable personalised delivery of student information including a student portal

2 Develop and further enhance electronic communication and access channels for students

2 Implement a “Find a Thesis” website for prospective postgraduate students



6 Strategic Summary

TEACHING & LEARNING

In support of accomplished staff and able students, University IT will enable new teaching, learning and

information technologies.

Key actions: 1

2 Enhance learning management system functionality including collaboration and online resources

2 Contribute to and provide the systems and support for teaching and learning technology and innovation

2 Enhance multimedia lecture capture and access

2 Implement technologies for physical and virtual interactive learning spaces

3 Enhance simultaneous multi campus video and other multimedia technologies

RESEARCH

In support of high quality research, beneficial partnerships and the University’s global standing, University IT

will continue to build IT capability and support for research.

Key actions: 1

1 Enhance the University’s external website through enabling greater electronic access to research and

researcher profiles

1 Provide support for NeSI services and for the Centre for eResearch

2 Implement a MyResearch portal to improve integration and reporting of research information including

Uniservices

4 Enhance research administration systems to improve access, ease of use and reporting for outputs,

projects, citations, grants and other information for primary investigators and for other researchers and

management

4 Further develop the data storage service strategy for research including feasibility of archiving

4 Provide IT support for collaborative research activities and innovation commercialisation



7 Strategic Summary

IT STRATEGY MAP

The IT Strategy Map 2013 – 2015 covers University IT and is aligned with the new University Strategy Map 2013 – 2020. The statements on the IT Strategy Map 2013 – 2015 are the drivers and outcomes that University IT is accountable for in supporting University strategy, shown in or across the areas of Research, Teaching and Learning, Treaty of Waitangi, Community Engagement, and Sustainable Resourcing. Each statement begins with a reference to link the statement to the corresponding statement on the University Strategy Map.

8 Strategic Summary

IT KPIs

The following table aligns IT KPIs with the IT Strategy Map themes and the priority areas. These are high level KPIs which will be further refined.

Strategy Map Theme IT Strategy Priority Areas KPI

Excellent People

Sustain and advance a collaborative IT culture

Attract, develop and retain

high quality people

Performance & Resilience

Organisation Performance

Māori IT staff Pacific IT staff IT staff engagement measure IT Leadership rating Career planning rating Staff retention measures

Internal Processes

Provide high quality, stable

and resilient IT infrastructure

Develop and enhance services

and infrastructure to support

research

Develop and maintain high

quality research environments

Support, enable and enhance

new teaching and learning

information technologies

Be fiscally responsible

Continuously improve

customer focused services

and solutions

Provide an effective and

efficient IT organisation, roles

and responsibilities


Research

Teaching & Learning

Student Experience


Customer Service

Availability of core systems:

Main University website

Staff intranet

Library website

Peoplesoft HR

Peoplesoft CS9

Peoplesoft Financials

Enterprise Email

InfoEd & Symplectic

CECIL LMS

EPR Availability of core infrastructure:

Data centres

Data storage

Networks

Phones

CeR high performance computing facility

Availability of key Faculty systems ITIL Maturity Score Network speed average Service Desk call response Customer satisfaction survey

Financial Organisation Performance

Total function cost as % of UoA revenue Total people cost as % of UoA revenue Net cost as % of budget Cost per academic / student Cost of storage, cost of desktop support

Stakeholders

Systems and processes

support UoA strategic

initiatives

UOA sustained by stable and

resilient applications, services

and infrastructure

Partnerships with Māori to

achieve shared aspirations

Staff have trust and

confidence



Customer Service

% strategy milestones achieved for applications, services and infrastructure

‘Fit for purpose’ assessment of:

Systems

Processes Number of systems with Māori

character set % timetabled teaching hours in facilities

with consistent technology

9 Themes

THEMES

The IT Strategic Plan uses the themes of the University Strategic Plan 2013 – 2020 to provide the IT strategic

aspirations, objectives and actions for the period 2013 to 2015.

1. ACCOMPLISHED STAFF

ASPIRATION

Deliver information technology that provides efficient administrative support for staff and assists staff to

undertake effective technology-supported teaching, learning and research.

OBJECTIVES

Provide effective and flexible technologies and services that anticipate and support the needs of staff

An enterprise wide information management strategy to manage business data and records

MEASURES

Service Desk call response

% strategy milestones achieved for applications, services and infrastructure

Customer satisfaction survey

Availability of core systems:

Main University website

Staff intranet

Library website

Peoplesoft HR

Peoplesoft CS9

Peoplesoft Financials

Enterprise Email

InfoEd & Symplectic

CECIL LMS

EPR

KEY ACTIONS

1. Implement a staff portal

2. Upgrade lecture theatre and teaching space equipment to a consistent standard that supports a variety of

devices and applications and current versions of software

3. Implement desktop virtualisation to support flexible logon and access

4. Provide enhanced collaboration tools and the supporting training and guidance

5. Review the information management strategy, consider the benefit of open data and open access, and

complete the implementation of the enterprise electronic document and records management system

(EDRMS)

10 Themes

ROADMAP

2. ABLE STUDENTS

ASPIRATION

Provide new learning and information technologies which not only meet the needs of an increasingly

technologically sophisticated student body but also efficiently support a high quality recruitment and lifecycle

experience for high calibre undergraduate, postgraduate taught (PGT), postgraduate research (PGR) and

international candidates.

OBJECTIVES

• Efficient and effective processes for student recruitment, enrollment and lifecycle experience

• New teaching and learning information technologies to support advances in pedagogy

• Enhanced student communications and relationship systems

• Support for new teaching and learning facilities

MEASURES

11 Themes

• % availability of core systems: Library website, CECIL LMS, EPR

• % timetabled teaching hours in facilities with consistent technology

KEY ACTIONS

1. Contribute to and provide systems and support for the Teaching and Learning Strategy and new

pedagogies, for example digital content, courses, presentations, guest lectures on various channels

(iTunes U, YouTube, website, Moodle), interactive remote virtual classroom, intranet site for teaching

and learning services and resources

2. Develop a strategy for the learning management system (LMS) that will enhance LMS functionality and

allow greater use of online technologies

3. Enhance multimedia lecture capture and online availability

4. Fit out student interactive large class learning spaces with IT infrastructure for intensive student access,

for example high speed wireless connectivity, internet, audio visual aids, networked electronic touch

screen boards, video conferencing, real time student electronic feedback system, Apple TV, ability to

connect BYO smart phones, tablets, laptops, and multiple power points

5. Implement high quality video and multimedia technology for remote campuses, for example multiple

screens and microphone directed cameras, simultaneous transmission of lecturer and students, lecture

content, streaming of live class material, enhanced videoconferencing, and display of student real time

feedback

6. Further enhance mobile access including BYOD and mobility applications

7. Support the Student Communication Plan by developing and further enhancing relationships with

students using electronic communication channels and knowledge for students, for example: social

networks; targeting email for general communications and texting for fees; enhancing RightNow and

telephony, virtual career fairs, Careerhub, connecting the University Facebook to student Facebook

groups; and enhancing AskAuckland self service

8. Implement an enhanced Content Management System (CMS) that supports flexible and frequent website

updates for communication with and marketing to students

9. Establish a student portal with personalisation for example with “my timetable”, “my email”, and “my

information”

10. Provide IT design and planning for new buildings for Science and Engineering and other new facilities

from an early stage and throughout in consultation with user groups, Property Services and their

consultants, define and implement IT to support specialist and multi-disciplinary labs and flexible active

learning spaces, implement comprehensive wireless and mobility support in new facilities

11. Support continuous improvement to an integrated self-service system for processing undergraduate and

postgraduate enquiries, applications and enrolments to enable a fast and efficient streamlined process

12. Implement a centralised web site “Find a Thesis” enabling prospective PhD students to search for

potential research topics by supervisor, faculty, school or interest area

13. Implement learning analytics tools for assisting students requiring additional support

12 Themes

ROADMAP

3. QUALITY RESEARCH

ASPIRATION

Provide expert technology advice and high performance infrastructure services to support high quality

research and the promotion of the value of the University as a research led organization.

OBJECTIVES

Enhanced IT capability and support for research

Improved systems for research administration

Better access to and reporting of outputs, projects, citations, grants and other research information

MEASURES

% availability of core systems: main University website, InfoEd & Symplectic

Availability of core infrastructure:

I. Data centres

II. Data storage

13 Themes

III. Networks

IV. Phones

V. CeR high performance computing facility

ITIL Maturity Score

Network speed average


KEY ACTIONS

1. Implement a MyResearch portal with aggregated dashboard views to improve integration and reporting of

information for researchers and management, including Uniservices, and to improve research

administration services

2. Review research administration systems to improve access, ease of use and reporting for outputs,

projects, citations, grants and other information for primary investigators and for other researchers and

management

3. Provide an IT advisory and collaboration service to researchers for current applications, new technology,

and efficient electronic management of files and data

4. Further develop the data storage service strategy for research and for business data and records, and

investigate the feasibility of providing capacity for long term archiving

5. Continue network upgrade to meet research large data transfer requirements including faster access to

and from KAREN

6. Review resources with the Centre for e Research, identify funding and develop a proposal to enhance

eResearch in the University

7. Upgrade the HPC (high performance compute) cluster to 4,000 cores

8. Upgrade and productionise the Bestgrid data storage and support NeSI to establish a research data

management shared service

9. Identify funding and build a high performance VM Cluster for research

10. Move Tuakiri into NESI, offer the service to ITPs and schools and explore international confederation

14 Themes

ROADMAP

4. TREATY PARTNERSHIPS

ASPIRATION

Provide IT support for initiatives that improve Māori participation in studying at the University

OBJECTIVES

Support Māori achievement through information technology

MEASURES

Number of systems with Māori character set

KEY ACTIONS

1. Provide IT support for facilities to support Māori achievement

2. Complete systems enhancements to support the Māori character set

3. Explore recruitment initiatives to grow the number and proportion of Māori IT staff

15 Themes

ROADMAP

5. COMMUNITY PARTNERSHIPS

ASPIRATION

Provide IT support that enables easy access and engagement with external stakeholders and promotes

enduring relationships with those stakeholders

OBJECTIVES

Support for enhanced collaboration and innovation with the Pacific community, alumni, benefactors, key

business relationships and influencers, and other external parties

MEASURES


16 Themes

KEY ACTIONS

1. Support improvement of web sites for information, communication and access by the Pacific community,

alumni, benefactors and other external parties

2. Promote an information and technology sharing agreement with district health boards that provides rich

material for medical research

3. Further collaborate with Auckland Council on wireless, ultra-fast broadband, and innovation opportunities

4. Provide IT support for the development and commercialisation of collaborative innovations with external

parties

5. Explore recruitment initiatives to grow the number and proportion of Pacific IT staff

ROADMAP

6. SUSTAINABLE AUTONOMY

ASPIRATION

Provide stable and resilient IT applications, services and infrastructure of the highest quality possible to

support teaching, learning, research, administration, governance and management practices, and to enable

continuous improvement in university wide IT efficiency and effectiveness

17 Themes

OBJECTIVES

A high quality IT infrastructure that performs to requirements, and is stable and resilient to failures

High quality customer-focused governance and management practices

Efficient capital and resource usage through reduced duplication and consolidated services

Effective relationships and shared accountability between central and local IT

Support for improvements in business processes and cost efficiencies

MEASURES

% Strategy milestones achieved for:

I. Applications

II. Services

III. Infrastructure

ITIL Maturity Score

Net cost as % of budget

Cost per academic / student

Total function cost as % of UoA Revenue

Total people cost as % of UoA Revenue

Cost of storage, cost of desktop support

‘Fit for purpose’ assessment of:

I. Systems

II. Processes

% Availability of core systems:

I. Main University website

II. Staff intranet

III. Library website

IV. Peoplesoft HR

V. Peoplesoft CS9

VI. Peoplesoft Financials

VII. Enterprise Email

VIII. InfoEd & Symplectic

IX. CECIL LMS

X. EPR

IT staff engagement measure

IT Leadership rating

Career planning rating

Retention rates of excellent people

% of Pacific IT staff

% of Māori IT staff

KEY ACTIONS

Performance and Resilience

1. Provide stable and resilient IT hosting and data centre infrastructure delivering high availability, failover, reliability, and rapid recovery for faculties and service divisions in the event of major failure, with clear recovery timing targets

2. Complete migration to Tamaki Data Centre (TDC)

18 Themes

3. Embed a culture of attracting, retaining and developing diverse and high quality people focused on customer service, continuous service improvement, and innovation

4. Develop and deliver an IT Risk framework focused on alignment with the university risk framework and on management of Cyber Security

5. Support for high speed desktop performance and the transfer of large multimedia files

6. Complete implementation of wireless access in prioritised areas

7. Evaluate the longer term feasibility of externally sourced IT such as third party compute providers for virtual machines (VMs) and ‘private-cloud’ style self-provisioning services

8. Continue IT contribution to the Energy Advisory Group and establish an IT Sustainability Plan to review sustainable practices including data centre power consumption

Customer Service

9. Reduce systems duplication and increase cost efficiencies including further implementation of the Roles and Responsibilities project

10. Further implement the Identity and Access Management (IAM) strategy including IAM as a service

11. Develop a customer service management system including a review of Customer Relationship Management (CRM) systems and consideration of Service Now providing a University-wide end to end service desk operation with self-service and strong reporting and accountabilities established across all contributing IT teams

12. Ensure the Enterprise Applications and IT Service Strategies provide clear university wide roadmaps for applications and infrastructure, including opportunities for outsourcing and external partnering

13. Develop resources that enable staff and students to keep information secure

14. Provide an analysis of future trends in higher education IT for consideration by senior academic leaders, for example massively open online courses (MOOCs), social media enabled collaboration, game based learning, and context aware computing

15. Establish a Media Productions unit that will provide services focused on production and management of digital media content for the University’s Teaching & Learning, Research, Marketing and Communications, Community Engagement and Campus Life needs

16. Mature the Enterprise Architecture service offering to inform and support strategy creation and review and empower and assist successful change projects

Organisational Performance

17. Support further deployment of Hyperion planning, reporting and KPIs including student headcounts, research revenue, cash flow, occupancy, capex and lease costs, ten year plan, donations, project costing, and FTE forecasting

18. Establish an IT service to support business reporting requirements

19. Support University major initiatives for process improvement and refinement of roles including the Financial Improvement Project Phases 2 & 3 and the Faculty Administration Review

20. Provide the IT technical design for new facilities in particular the Newmarket site

21. Plan for integration of University and Uniservices core systems, HR then financials

22. Support the Faculty IT Roles Framework to enhance IT capability and effectiveness across the University

23. Ensure University wide IT procurement and vendor management is coordinated, compliant, consistent and meets University requirements

24. Assess expenditure on high cost systems annually and research alternatives with lower total cost of ownership (TCO)

19 Themes

ROADMAP

7. GLOBAL STANDING

ASPIRATION

Establish IT capabilities that enable access and engagement with the best of the university teaching, learning,

research and people, and promote the value of the University to New Zealand and our global communities as

an internationally ranked research led university

OBJECTIVES

An enhanced “whole web experience” to project a “university shopfront” as the University being a

premier, research-led organisation

MEASURES


KEY ACTIONS

1. Enhance the external web presence to improve electronic access to the University and its knowledge and

to support academics to market and showcase their research

20 Themes

2. Investigate and support a quality, affordable, easy, fast, agile, dynamic multimedia collaboration capability

and process for internal and external sharing of research

ROADMAP

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