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Past Effectiveness Evaluation

The University West Georgia

Business & Finance Division

Business Information Technology Services (BITS) Assessment

FY 2007

Institutional Mission Reference
The purpose of West Georgia is to provide opportunities for intellectual and personal development through quality teaching, scholarly inquiry, creative endeavor, and service for the public good. The University aspires to preeminence in providing educational excellence in a personal environment through an intellectually stimulating and supportive community for its students, faculty, and staff. A broad range of public service activities and proactive partnerships to promote more effective utilization of human and natural resources; to contribute to economic, social and technical development; and to enhance the quality of life within the University's scope of influence.

Institutional Goals Supported
Bread and Butter Goals: 9. Information technology. We must employ appropriate information technology to enhance student and faculty learning, provide access to distance education resources, and conduct the administrative functions of the University. 10. Campus infrastructure. We must develop effective plans to maintain infrastructure necessary to deliver university services.

Intended Objective 1
Address the security of the data that the University requires for its day to day operations.
    Method for Assessing Objective 1
  1. Folder Permissions - utilizing various software packages: verify that security permissions are set to the required level.
  2. Password Policy - Group Policies force Windows users to utilize secure passwords with their workstations. The first line in the defense that includes many other settings that are utilized.
  3. Criticality Reports - describe the who, what, where, when, and how of our software packages
  4. General Security Concerns - Working with ITS and also the University's Security Task Force; we continue to investigate all aspects of Security, so that they are identified and addressed.


Intended Objective 2
Publish Division information to the web.

    Method for Assessing Objective 2
  1. Departments input of quality of content: Email & Meetings.
  2. Feedback from Campus & Community: Email, Survey & Information Sessions
  3. Web Logs: What pages are viewed the most. When are they needed. Who is viewing the web pages (ResNet, On Campus, Off Campus).

Summary: Via www@bf.westga.edu and communication with everyone involved, we have gathered up input from our Departments and questions/concerns/ideas from the Campus & Community.

Intended Objective 3
We strive to respond to all communiqués we receive in a timely manner to ensure that all hardware and software is in good working order.

    Method for Assessing Objective 3
  1. Phone calls are the primary means for our users to contact us about a problem they may be having. If no one is in the office when a user is having a problem, the user may leave voice mail. Someone on Tech support will be paged when the caller leaves a voice mail message.
  2. Email messages are another means for our users to contact us about a problem they may be having. We are able to track the emails and can judge our results and response to situations by the email.
  3. In an emergency, all tech support staff members carry a SouthernLinc Radio and can be contacted by various individuals (Public Safety Dispatch is primary) or via a web page.

Summary: We are able to provide tech support that is praised by all our ‘customers’. By noting how many are secondary notices that we’ve received, we are handling our calls as quickly and efficiently as we are able.

Intended Objective 4
Create and Maintain a Strategic Plan for the division in concordance with the University Strategic Plan.

    Method for Assessing Objective 4
  1. BITS is a part of the campus Technology Coordination Council and so we are able to synchronize our goals with the campus goals and help guide the planning process as it moves throughout its life cycle.
  2. Formal and informal meetings with Division Employees to discover what is needed, what is planned, and to discuss the impact of what they are planning or what we may be missing from our plan. The employees of BITS are aiding the Business Process Redesign Committee where required.
  3. Email messages as a follow up to continue the planning process and keep a constant flow of communications going.

Summary: We are able to keep this division moving forward throughout all the changes that we have undergone. Major upgrades are anticipated and we are able to plan accordingly.

Intended Objective 5
Maintain a 3 year life span of inventory.

    Method for Assessing Objective 5
  1. We maintain an inventory of computers for the division and monitor who receives new computers and when. We gauge what is currently being deployed to what is available from our stock of computers to ensure that the end user receives a computer that will allow them to best do their job.
  2. By monitoring the number of communiqués we receive during the year and being appraised of the difficulties our end users may encounter with their current mix of hardware and software, we can judge the need for upgraded hardware and software.

Summary: We have been able to maintain an up to date inventory on our end users desktop.

Intended Objective 6
Training for BITS Staff and our Customers, the end users throughout the division.

    Method for Assessing Objective 6
  1. End users competency in their day to day use of technology. We see it as part of our job to help train the staff in further understanding of the tools they have available or will use in the future.
  2. Certification. Gaining certification will clearly demonstrate that our staff understands the software and hardware that we are working with on a daily basis.

Summary: Our end users are more relaxed and comfortable in their day to day use of technology. They actively seek solutions to the problems they encounter as more manual processes each year are converted to automated processes. For a list of training sessions BITS has attended, please see the BITS Annual Report.

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