One key performance indicator is the quality of services UW-IT delivers to the UW community. This section provides metrics relating to UW-IT’s services, including:
This table shows UW-IT customer satisfaction ratings by service area.* The data is from a May 2011 Customer Satisfaction Survey of 2,100 randomly selected students, faculty and staff conducted by MOR Associates, an external consultant. Rating was on a satisfaction scale of 1 to 6, with 6 being the highest.
| Service Area |
Service Item |
Rating |
| Accessible Technologies and Resources |
|
Mary Gates Hall Access Technology Center (ATC) |
5.00 |
| Administrative Business Systems |
|
HR/Payroll |
4.69 |
| Finance |
4.40 |
| Enterprise Data Warehouse Reporting |
4.39 |
| Student Administrative |
4.38 |
| Data Networks |
|
UW Data Network Overall |
4.92 |
| Wired Network Reliability |
5.20 |
| Wired Network Availability |
5.18 |
| Wired Network Speed |
5.10 |
| Wi-Fi Network Speed |
4.79 |
| Wi-Fi Network Reliability |
4.69 |
| Wi-Fi Coverage Area |
4.47 |
| Email |
|
UW Google Apps for Email |
5.06 |
| UW Windows Live for Email |
4.91 |
| UW Exchange |
4.77 |
| UW Email (Alpine, Deskmail) |
4.50 |
| Collaboration Tools |
|
UW Google Apps for Collaboration |
4.95 |
| Catalyst Web Tools for Collaboration |
4.63 |
| UW Windows Live for Collaboration |
4.56 |
| Enterprise Portal |
|
MyUW Portal Reliability |
5.08 |
| MyUW Portal Features |
4.88 |
| MyUW Portal Quality of Content |
4.85 |
| MyUW Portal Ease of Use |
4.67 |
| IT Consulting and Training |
|
help@uw.edu Overall |
4.93 |
| NOC Overall |
4.89 |
| Nebula Overall |
4.28 |
| Catalyst Help Overall |
4.77 |
| Odegaard Learning Commons Help Desk Overall |
5.16 |
| Telephone Customer Service Overall |
4.93 |
| Technology Spaces and Labs |
|
Videoconference Studios |
5.21 |
| Odegaard Technology Studios |
5.12 |
| Suzzallo Collaboration Studio |
4.89 |
| Odegaard Learning Commons |
4.38 |
| Telecommunications Services |
|
UW Desktop Telephone Services Overall |
4.83 |
| UW Cellular Coverage Overall |
4.20 |
| Web Publishing |
|
students.washington.edu |
5.23 |
| staff.washington.edu |
5.03 |
| faculty.washington.edu |
5.00 |
| courses.washington.edu |
4.93 |
| www.washington.edu |
4.89 |
| depts.washington.edu |
4.86 |
| Google Sites |
4.74 |
| Catalyst Tools for Web Publishing |
4.67 |
This table shows active, approved or completed priority projects for FY 2013 that are focused on service upgrades or enhancements, by service area.
| Service Area |
Projects Focused on Enhancements or Upgrades |
| Accessible Technologies |
| Administrative Business Systems |
|
1098T - 2012 Tax Year |
| Budget Change Notifications (EDA) for HRPWS |
| Consolidated Request Intake Phase II |
| Course Availability Notifications |
| Curriculum Management Implementation - Phase 1 |
| DynAX/FP: Activate Additional Description Fields in Fastrans Fixed Format Record Layouts |
| EDMS Procurement Project |
| eFECS Phase 4 - 6 - Roadmap Planning |
| Finance Program Annual Service Assessment |
| HRP Replacement System Procurement & Contract Negotiations |
| ITSM Toolset Selection |
| Kronos Implementation - Medical Centers |
| Kuali Rice Development |
| Kuali Student Consortium Project |
| MS Dynamics CRM Proof of Concept |
| Recruiter 2.0 Deployment |
| Student Course Enrollment |
| UW-IT Financial Management System Implementation |
| UWRP & Roth Benefits Changes |
| Vitcos Migration Project |
| Build TFS 2010 (Team Foundation Server) Infrastructure (Complete) |
| Curriculum Management Planning (Complete) |
| EDB B&F Enhancements Project (Complete) |
| Electronic Faculty Effort and Cost Sharing (eFECS) - Online Certification (Complete) |
| HRP Program - Feasibility Assessment (Complete) |
| JDE Upgrade 2012 - Hardware/Software/Middleware (Complete) |
| MyFD Infrastructure/Technology Renewal (Complete) |
| MyPlan (Complete) |
| PEM Research Awards (Complete) |
| Request Fulfillment Implementation - Phase 2 (Complete) |
| Update Mini-master (Complete) |
| Update the State Need Grant Interim Report for OSFA (Complete) |
| Backups and Mass Storage |
|
IBM V7000 Implementation |
| TSM Reconfiguration Service |
| Upgrade Enterprise SAN Storage (EMC refresh) |
| Campus Software Licensing |
| Information Security and Privacy |
| Data Centers and Facilities |
| |
UW-IT Data Center Consolidation Project |
| Data Networks |
|
Campus Core Refresh |
| Centralized Address Translation and Firewall Services |
| K-20 Operations Expansion |
| PNWGP OOI-CI Network Build |
| PNWGP WA 40G Network |
| UW Medicine Switch Technology Refresh FY2013 (HMC) |
| UW Medicine Switch Technology Refresh FY2013 (UWMC) |
| WiFi Technology Refresh FY2013 |
| Facilities Network Phase 2 (Smart Grid) (Complete) |
| PNWGP ARI Grant Implementation (Complete) |
| UW Campus IPv6 Deployment (Complete) |
| Email, Calendaring, and Collaboration Tools |
| |
Microsoft Office 365 |
| UW Event Calendar Replacement Project |
| Emergency Preparedness and Business Continuity |
| |
FY13 Geographic Redundancy |
| Enterprise Portal |
| |
ACA Service Metrics Scoping Study |
| IT Connect Redesign - Design and Deploy |
| Tableau Business Intelligence Tools Enterprise Pilot |
| UW Event Calendar Replacement Project |
| MyUW Mobile App for Students (Complete) |
| Identity and Access Management |
| |
UW NetID Password Policy Foundations Project |
| Course Enrollment EDA (Complete) |
| IT Consulting and Training |
| |
UW Code Camp |
| Managed Servers and Workstations |
| |
EDW Infrastructure Renewal |
| Regional Networks |
| |
K-20 Operations Expansion |
| PNWGP OOI-CI Network Build |
| PNWGP WA 40G Network |
| Office of the Vice President and CIO |
| Student Technology Fee – Funded Initiatives |
| |
MyPlan, Year 2 |
| Teaching and Learning Tools |
| |
ACA Service Metrics Scoping Study |
| Deployment of Canvas LMS Phase 2 |
| eTexts Pilot |
| Deployment of Canvas LMS Phase 1 (Complete) |
| Tegrity Course Manager (Complete) |
| Technology Evaluation and Development |
| |
Tableau Business Intelligence Tools Enterprise Pilot |
| Technology Spaces and Labs |
| |
South Lake Union, Phase 3.1 |
| Telecommunication Services |
| |
Telecom Core Refresh |
| UW Support for UWTV and KEXP |
| Web Publishing |
