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CIT Assessment Program

Geneseo participated in the Spring 2014 MISO survey. Our next participation for students will be Spring 2016 and for faculty and staff Spring 2018. The following tables shows eight areas that we felt improvement was needed from the feedback we received through the MISO survey. Progress on these improvement opportunities is also reported.

Objectives (MISO Survey 2014 Follow-up) MeasurementsCriteria For SuccessInitiatives

Results/Progress

Continue to improve Wireless Network

    • Determine where coverage improvements are needed
    • Outsource additional wiring if needed
    • Deploy additional access points
    • Look for routine methods to monitor performance, particularly in areas with high demand (i.e. Milne Library) or difficult structural challenges
    • Look for ways to let our community know when we have made improvements
    • Communicate with our community on how to report poor coverage areas.

MISO 2016 survey future results

  • Increased satisfaction for the availability and performance of the wireless access on campus.
  • Contact users who report deficiencies in wireless access and performance.
  • Expand wireless access.

CIT primarily relies on our community to report spaces with unsatisfactory wireless network coverage. We also monitor social media for complaints about the wireless network.  We monitor performance by using management software from Aruba and Cisco to track connection quality for all users at all times. The management system includes a predictive mapping component to aid in assessing wireless coverage. We then combine user input and various reports from our management systems to determine ideal locations to deploy wireless transmitters. Users who report deficiencies are directly contacted when improvements are completed.
 

We have outsourced additional wiring for the Kuhl gym and Sturges Hall in order to accommodate wireless improvements.  18 new wires were installed in Kuhl gym and 10 new wires were installed in Sturges Hall.

This past year we deployed 23 additional access points.  We increased our wireless presence in the Kuhl gym to accommodate the vendor show for the CIT 2015 conference.  Sporting and other events held in the gym will also benefit from this improvement.  Wireless was also added to Sturges, Brodie, Jones, Schrader and the Saratoga Heating Plant. 


Printing

    • Take a deeper look into student printing concerns and look for solutions to printing problems.
    • Address student printing concerns – troubles printing in Milne library, printing from student-owned computers, “broken” printers
MISO 2016 survey future results  

A major problem for students was the difficulty in connecting to the large number of student access printers on campus. Printers are also often offline, broken, or out of paper. Several solutions were discussed that could address this problem campus wide. One option discussed was locking down printer trays so that paper didn't walk. Another idea involved working more closely with Residential Directors and Residential Assistants to improve the quality of the printing. In conversations with Residence Life staff however, their main concern was the difficulty in adding printers to student computers. To alleviate this problem we decided to expand the campus use of gPrint. The gPrint queue Geneseo Cloud Printing (gPrint) allows a user to send a document to the "cloud", where they can print it out, on-demand, from any gPrint enabled device. Beginning in 2015 we began to expand this to all dorm printers and high volume computer labs across campus. To aid in this effort we designed a informational poster that will be placed by any and all gPrint enabled printers. Scripts have been created for Macs and PCs that add the printer queue with a generic driver. Extensive testing was performed to test the effectiveness of this driver on both Macs and PCs. We will be closely monitoring logs for gPrint to follow it's progress.

Internet
  • Explore longer-term solutions for increasing bandwidth and minimizing last mile costs
MISO 2016 survey future results  

SUNY Geneseo is geographically disadvantaged by our location in the heart of Livingston County. For many years, Frontier was the exclusive provider of basic Internet connectivity to our location. In the last decade, Time Warner Cable has entered the Livingston County market, providing diverse high-speed Internet service. Frontier has expanded their offerings, allowing them to provide diverse connectivity to customers like SUNY Geneseo. Other vendors, Fibertech and Finger Lakes Technology Group, both report that they may soon be positioned to provide diverse, robust Internet service in Geneseo. CIT staff continues to work with these and other vendors, monitoring the options available to us to meet the Internet demands of the Geneseo community. We are exploring both traditional short term contracts (3-5 year) and long term (20 year) contracts, known as IRUs (indefeasible rights of use) with each of the providers listed above. 

HelpDesk

    • Clearly articulate to students our service level for students
    • Expand CIT HelpDesk service to Milne Library Tech Help
    • Conduct on-going assessments of service particularly focusing on friendly knowledgeable, reliable and responsive impressions from our customers.
MISO 2016 survey future results  

The helpdesk service level underwent changes in the 2014-2015 time period and began a process to clarify the level of service for students. http://www.geneseo.edu/cit/helpdesk 

    • 2014 to 2015 saw an expansion of the HelpDesk into the library.  Library tech help was replaced with CIT managed student workers. Over the summer of 2015 this work took on a new tone as we looked to move HelpDesk operations over to an expanded permanent space in the library. The library move is slated for sometime prior to the fall 2015 semester.
    • Feedback opportunities were posted at the South Hall and Newton locations to more frequently assess effectiveness of our services. Unfortunately, the survey was deleted by a former employee before results could be analyzed.
    • We will participate in the MISO survey every two years for students and every four years for faculty and staff. Next MISO for students will be conducted in spring 2016. Next faculty and staff MISO will be in 2018.

Communication

    • Determine when and how our community can provide input on decisions that affect them
    • Look for ways to let our community know when we have created new services, discontinued services or made improvements
MISO 2016 survey future results
  • Increase is CIT Twitter followers
  • Use google forms for targeted short surveys.

 

Google Forms has provided a quick and easy way for us to survey for input. We have collected data on what our community would like us to provide training for. Just recently we asked for faculty feedback on the licensing of Lynda.com . Communicating with our community is an ongoing challenge. We use campus listservs, we publish NewBytes articles and we heavily communicate through social media using Twitter and our status system. It has been difficult to build a large group of followers.

Mobile delivery

    • Update the CIT web site using responsive design methodology
    • Be conscious of mobile delivery of all

MISO 2016 survey future results

  • CIT website is designed for mobile
  • Increase the knowledge of our web development staff in developing responsive design websites.
  • Pilot responsive design with the CIT website.
CIT's responsive designed web site went live in June 2015. CIT website was redesigned using a responsive design approach to provide a better experience across both desktop and mobile platforms.  This project was undertaken to gain experience with the technology prior to larger www redesign effort.  The site architecture was also modified substantially to make it easier to locate the most commonly used content.

Training

    • Look into licensing Lynda.com
    • Build upon Summer 2014 training based on campus needs
    • Explore other ways to provide just in time, self guided training

MISO 2016 survey future results

  • More training is being done
  • Pilot Lynda.com
  • Survey faculty to gauge their interest
  • Explore other just-in-time self guided training

CIT purchased 5 flexible licenses of Lynda.com to be shared by 5 people at a time. Twelve staff have tried it and have had a positive experience. Lynda.com has just put forth a SUNY-wide proposal that Geneseo has expressed interest that will license all Geneseo students, faculty and staff. CIT conducted a faculty survey to gage possible uses by the faculty with their students. The faculty reported many possible uses for the product. Summer 2014 training was well received and well attended. Fall 2014 training was poorly attended. Some additional issues hampered Spring 2015 training.  Additional just-in-time self guided training ideas have not been explored.

Backups
  • Explore enterprise backup solution for faculty and staff

Adoption of CrashPlan

  • Increase usage by 10%
  • Increase awareness of the product
  • Encourage the TSPs to "push" usage

We purchased CrashPlan backup service for Faculty Staff in Fall of 2014. We opted to purchase it where we host a local management appliance securely storing all encryption keys for backups, but the backups are hosted offsite on CrashPlan's servers. Attractive features of the solution include the ability for backups & restores to work from anywhere, mobile access to backups, and unlimited backup sizes.  We have rolled the solution out to 93 Users, backed up a total of 9TB of data. Users are backing up an average of 95 GB each and our largest backup is 1.5 TB. There has been some resistance to the service due to concerns about data being backed up in the cloud despite it using state of the art encryption that only our campus has access to.

 

 

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