Progress Card - Services Overview - University of Houston
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University Information Technology

Service and Performance

Progress Card - Services Overview

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1. Support Center
% Resolved on Arrival
% Resolved via Self-Service began FY2013 began FY2013 began FY2013 began FY2013 87%
Call abandonment rate 20%
2. Network Operations (Schexneider/Farooq)
Network Availability - CORE N/A N/A N/A N/A 99.98%
Network Availability - Access N/A N/A N/A N/A 95.95%
% of Customer Rating WO/Repair (Great or Good)
Average Download Speed of Wired Network (*) Goal=TBD 92.97
3. Media and Security Systems (Ackles)
% Unimpaired classes
Number of Class Hours Broadcast (COMPAIRSON)
% Security/Life Safety System Repairs (Cameras, Alarms, Emergency Phones, Elevator Phone) Resolved in 8 hours
4. Classroom Technologies (Troung)
% of classrooms that meet baseline technology standards
% of training request filled within 24 hours [Goal=100%]
Number of Equipment Delivery Requests [Goal=0]
% of faculty using multi-media technologies
5. Streaming Media Technologies (Booth/Trippel)
Hours of Streaming Media Viewed (COMPARISON) 1,508
Streaming Media Systems Availability [Goal=99.99%] 99.9%
6. E-Comm Technologies (Rosanes/Trippel)
% of Faculty/Staff/Student cell numbers in EOC system [Goal=70%] 71.8%
Number of email bounces [Goal=0] 601
7. Web Technology - Business Solutions (Birkline)
AccessUH Adoption (% of total users) N/A N/A N/A 8,065 13,643
% of Customer Satisfaction on Web Development Projects (Good or Great) N/A N/A N/A N/A N/A
8. Web Technology (Trippel)
Availability of Central Web Server [Goal=99.99] N/A N/A N/A (being calculated) 100%
9. Wi-Fi (Barrantes)
% of classrooms with full capacity Wi-Fi N/A N/A N/A 0.24% 0.65%
% of customers rating Wi-Fi service as Good or Great N/A N/A N/A N/A 0.96%
Average Unique Devices per Day (COMPARISON) N/A N/A N/A 38,565 39,930
10. Service Delivery
Number of Infrastructure Services Affecting Events 38 71 178 161  
Network Service Orders (MTTC/Hours) N/A N/A N/A N/A  
Support Ticket Completion (MTTR/Hours) - Direct Customer Contact Began FY2013 Began FY2013 Began FY2013 316.28 3.95
Support Tickets Resolved on Arrival (%) - Direct Customer Contact began FY2013 began FY2013 began FY2013 84.49% 93.5%
% Resolved in 24 hours - Indirect Customer Contact began FY2013 began FY2013 began FY2013 82.25% 82.26%
% VOIP deployed (*)
11. Security
Number of Information Security Events 514 724 152 111 In Dev
Percentage of VLANs Scanned         68%
12. Network Services
Wired Speed Test Results (mbps) N/A N/A N/A 100  
% of campus buildings with Wireless Network Access 81% 98% 100% 100% 100%
% of Telephones converted to VOIP 10% 15% 20% 30% 10%
13. Business Applications
Finance System (PeopleSoft/Oracle) Availability 99.87% 98% 99.95%  
Online Services to Students (My.UH) - Student Satisfaction Survey N/A 85.40% N/A n/a  
14. Research
Number of Researchers using High Productivity Resources N/A N/A 44 50  
Number of Tflops on Campus 32.23 37.67 45.37 58.92 58.92
15. Overall Grade of Technology at UH
Student Survey N/A 80.70% N/A Survey in progress  
Staff Survey N/A N/A N/A Survey in development  
16. Classroom Technology
Infrastructure (% rooms w/ infrastructure) N/A N/A N/A 91.6%  
Faculty Satisfaction N/A N/A N/A N/A  
17. Learning Management System
% of UH Courses Active with More than a Shell Site In Dev In Dev In Dev 44.47%  
18. UHS Shared Services
$ of Shared IT services from across UHS $10,919,325 $13,789,114 $13,789,114 $11,070,527  
19. Business Services
Cost Savings

$1,198,892

$2,046,628

$2,234,756

$3,441,045

 $127,000