University of Washington

Specific UW-IT Priorities for FY 2012 Improve the student experience: Provide better academic planning and scheduling tools; enhance support for teaching and learning; expand computer laboratory access through a "virtual laboratory"; upgrade and increase Wi-Fi access. Deliver core IT resources to students, faculty and staff: Continue core infrastructure upgrades, including networking, telephony, storage, collaboration, teaching and learning; improve managed desktop, server and storage offerings; implement UW-IT improvement initiatives. Leverage the cloud to provide more flexible and on-demand resources: Respond to growing demand for cloud services and associated institutional risk management issues; continue replacing on-premise email with cloud-based solutions; provide easier-to-use tools; negotiate better vendor contracts to lower costs and offer more training to the UW community; work with the eScience Institute to provide more access with better value to cloud computer platforms such as Windows Azure and Amazon EC2 & S3 for research. Provide better business information systems: Improve enterprise reports by leveraging the Enterprise Data Warehouse with a strategic focus on providing analytical data for key UW initiatives; launch Human Resources/Payroll system modernization; provide incremental, but significant, improvements to business information systems, including piloting an enterprise workflow and a document imaging and management solution. Improve UW's risk profile: Implement Business Continuity Initiative Phase II; launch campus privacy initiative; increase computer security through centralized patch management, standard laptop encryption and better software compliance. Integrate mobility and global support: Ensure key applications are mobile friendly; work toward anytime/ anywhere/any-device access to services; continue to integrate popular consumer devices. Be a UW leader in green computing: Increase server virtualization; leverage more efficient processors; pilot and evaluate improved desktop power management; consolidate data center space. Customer Satisfaction: Highlights of UW-IT's 2011 Survey A customer satisfaction survey of 2,100 randomly selected students, faculty and staff was conducted in May 2011 to measure satisfaction with UW-IT services. The survey was conducted by MOR Associates, an external consultant with expertise in developing satisfaction surveys for IT organizations in higher education. The response rate was high: 35 percent (745 responses). Scoring was on a satisfaction scale of 1 to 6, with 6 being the highest. • UW-IT overall ratings: UW-IT's overall quality of services was rated 4.88 (mean score), with 94 percent of all respondents at least somewhat satisfied. UW-IT's responsiveness to your needs was rated 4.86, with 91 percent of respondents at least somewhat satisfied. • Areas rated highly: The reliability and availability of the wired network had the highest ratings for a major service, at 5.20 and 5.18, respectively. Also highly rated were UW-IT's main help service (help@uw.edu), with scores in three key areas ranging from 5.01 – 5.03; and telephone customer service, with two services rated 5.00 and 5.02. 12 UW INFORMATION TECHNOLOGY • Areas receiving lower scores: Lower scoring areas included wireless network reliability rated at 4.69; UW email (Alpine deskmail) at 4.50; wireless network (Wi-Fi) coverage at 4.47; and cellular coverage at 4.20. UW-IT has key projects underway to address the lower-scoring areas including a major Wi-Fi upgrade to significantly improve speed, coverage and reliability; continued improvements to cellular service offerings; and continued enhancements to UW cloud-hosted email—additional Google Apps and a move to Exchange Online / Office 365. Other significant infrastructure efforts include upgrades to the UW's wired network and aging telephone system. More info UW-IT Customer Satisfaction Survey Report uw.edu/uwit/surveys/cs11.html

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