1997-98 Department Plan

1997-98 DCTM Goals/Priorities

What are the goals?

 

Leadership

Service

  1. Data Services
  2. Helpdesk Services
  3. Media Services
  4. Network Infrastructure Services
  5. Telephone Services 
 

How to meet our goals:

Prioritized Goals

Support Teams

  1. Department Team
  2. Data Services Support:
  3. Desktop Computing Team
  4. Helpdesk Team
  5. Host Services Team
  6. Management Team
  7. Media Services Support Team
  8. Network Infrastructure Support Team
  9. Network Services Team
  10. Telephone Services Support Team 
 

Leadership [back up to Goals outline]

Development - (Leadership) [back up to Goals outline]

  1. Develop, promote and support information technology (IT) education for employees and students by establishing a departmental project team to determine: (by Summer, 1997)

    • what IT education is needed and how to deliver it.

    • how to take advantage of campus resources (e.g., students, ITMM) that will provide the means for providing IT education.


  2. Promote and support the development of a campus TLTR to addresses the issues our department identifies, as well as those issues/concerns raised by others on the TLTR committee.

  3. Promote and support the World-Wide Web as a strategic investment for the college:

    • Support the development of a web-designer position (by 1/98)

    • Promote and support web-based projects, activities and development (ongoing throughout 7/97 - 6/98)


  4. Promote and support the College's technological competitiveness

    • Stay on list of top 100 Wired American Colleges by promoting/supporting:
      • Internet training for all students (and all computer-using employees)
      • Bulletin Board, rides-to-destinations service, online chat and other technologically-based person-to-person services (student run?)
      • our own local newsgroup hierarchy (e.g., "potsdam.bears-fans")
      • popular local hangouts on the web
      • register for classes, add/drop, grade reports, course syllabi/listings via the net
      • more course-based materials available via the net

    • Make one or more presentations at professional conferences. (by 6/98)


  5. Develop cross-platform calendar/scheduling software support (if not Now's Up-To-Date, then investigate migrating to another suitable alternative)

  6. Establish a departmental project to develop plans for a centralized student computing/technology center, if facility is identified and available. (by 1/98)

  7. Support the college's development of distance-learning technology (as needed).

  8. Promote and support "ethical computing" practices through campus policies (e.g., Acceptable Use Policy), the management of public facilities and the posting of promotional materials.

  9. Investigate and develop, if possible, TCP/IP-based group conferencing services that facilitate course discussions. (by 10/97)

  10. Investigate and develop, if possible, a faculty-oriented facility that provides high-technology resources and assistance. (by 6/98)

  11. Develop telephone revenue projection plan that will determine whether all telco-related costs can be covered by telephone revenues. (by 1/98)

Management - (Leadership) [back up to Goals outline] 

 
  1. Ensure the successful implementation of the 1st year of the life-cycle employee computer replacement plan. (by 6/98)

    • Employee is satisfied with replacement process

    • Department head for employee is satisfied with replacement process

    • Priorities Council is satisfied with replacement process

    • Our department (primarily the Desktop Computing Team) is satisfied with the replacement process


  2. Provide overall coordination and direction to all network-related services and support issues by leading the Network Services Team.(ongoing throughout 7/97 - 6/98)

  3. Provide overall coordination and direction to all desktop-related services and support issues by leading the Desktop Computing Team. (ongoing throughout 7/97 - 6/98)

  4. Articulate our strategic direction for campus technologies (voice, video and data) in a manner that is understandable and explains how it will keep the college technologically competitive. (by 1/98)

  5. Develop and articulate the process for proposing, prioritizing and establishing a department project.(by 8/97)

  6. Replace the Student Technology Advisory Board (STAB) as the mechanism for student input, with representation on the campus Teaching/Learning Technology Roundtable (TLTR).(by 9/97)

  7. Build and support team skills and team leadership. (ongoing throughout 7/97 - 6/98)

    • conduct team development activities and bring team-development presentations in to departmental team meetings

    • send staff to team-building workshops

    • identify and reward team leadership and team successes


  8. Improve the process for obtaining feedback from students and employees regarding the type and quality of services we provide to them. (by 1/98)

  9. Improve the process for supporting technical and interpersonal staff development skills; that is, attending conferences, workshops, etc. (by 10/97)

  10. Identify and develop the environment that makes our dept. an exciting, challenging and rewarding place to work. (ongoing throughout 7/97 - 6/98)

  11. Provide overall coordination of departmental activities and make decisions on departmental issues regarding services and projects. (ongoing throughout 7/97 - 6/98)

Planning - (Leadership) [back up to Goals outline]

  1. Develop the life-cycle employee computer replacement plan that outlines the current status and the replacement year for each employee in each department. (by 1/98)

  2. Annually evaluate the current status of technology on campus and identify needs and opportunities in academic departments, student computing areas and administrative offices (by 5/98)

    • conduct technology interview with all division heads (by 4/98)

    • conduct technology interview with select administrative areas (by 5/98)

    • conduct technology interview with all academic departments (by 5/98)


  3. Develop 1998-99 SCAP plan with Academic Computing Advisory Committee (by 5/98)

  4. Assess the success and effectiveness of the 1997-98 DC/TM department plan (by 5/98)

    • Is the DC/TM planning cycle in synch with college activity cycles?

    • Report on actual achievement and activities compared to projections and plans.


  5. Develop 1998-2000 (multi-year) DC/TM department plan (by 6/98) which:

    • identifies and defines department and team goals to meet the mission and goals of the college and ISD as well as assessed customer needs;

    • prioritizes department goals; and,

    • identifies and defines how department resources (% of staff time, operational budgets, etc.) will be used to meet its goals.


  6. Develop a student computer life-cycle replacement plan that outlines which computers will be replaced, the annual cost of the replacement cycle and the means for funding this cost. (by 6/98)

  7. Develop a disaster recovery plan for all mission-critical departmental services and test the plan. (by 6/30/98)
    • Identify mission-critical services (email, telephone service, etc.)

 


 

Service [back up to Goals outline]


 

Data Services [back up to Goals outline]

1997-98 Service Goals:

 

  1. Manage, upgrade and enhance student computing facilities (such as the Levitt Center, residence hall computing centers, Kellas, Flagg, Dunn SGA Lab) with minimal down-time of equipment and services.

  2. Provide limited, free laser printing services to all SUNY Potsdam students that is controlled via SUNYCard.

  3. Computing support for campus-owned or institutionally-used Macs/"Wintel" computers:

    • Installing computers

    • Upgrading computing hardware (RAM, disk drives, etc.)

    • Updating campus supported applications

    • Consultation/troubleshooting


  4. Support ResNet by:

    • Installing student computers in a timely manner upon request

    • Providing consultation and troubleshooting for network-related problems


  5. Support and maintain file and application servers that provide:

    • World-Wide Web services.

    • NetNews services.

    • Electronic-mail services.

    • TCP/IP services: TCP/IP addressing, Domain Name Services (DNS) and "bootp", or its equivalent.

    • AppleShare servers with applications and storage space for faculty/instructional materials.

    • Novell Netware servers with applications and storage space for faculty/instructional materials.

    • Windows NT-based centralized backup services per our department's ability to support this service.

    • Print queue management for cross-platform printing from desktop applications and "Banner".


  6. Implement the 1997-98 SCAP plan (by 6/98).

  7. Provide remote (dial-in) access to the campus network (from home or on the road) which supports ARA, IPX, Net BUEI and TCP/IP communication protocols.

  8. Support computer-related resources in "smart"-classroom facilities.

  9. Provide an easy-to-use, cross-platform (Mac-Windows) file exchange/translation process.

  10. Secure student computing facilities and resources from vandalism and theft.

  11. Support student training sessions on supported campus applications and computing resources.

  12. Support just-in-time training for faculty/staff when possible.

  13. Provide limited, general-public access to the Levitt Center computing facilities with fee-based printing services.

  14. Coordinate purchase program for personal computers for students and employees.

Helpdesk Services [back up to Goals outline]

 

1997-98 Service Goals:

  1. Provide Tier 1 technical assistance with voice/video/data technologies and services to students and employees

  2. Computing Tier 1 consultation/troubleshooting support for student/employee's personally-owned Macs/ "Wintel" computers

  3. Provide communications software for network access and campus supported network services (e.g., email, Web, News)


  4. Manage and maintain the customer service-request tracking database.

  5. Provide campus information services (InfoChannel, Web-based information).

  6. Alert the campus of network or other technology-related problems (voice, video, data).

  7. Provide campus switchboard services.

  8. Produce and distribute campus directories for phone and email (includes At-A-Glance, electronic versions).

  9. Provide Tier 1 assistance for computing problems to the public when possible and appropriate.


Media Services [back up to Goals outline]

 

1997-98 Service Goals:

  1. NBC station (currently channel 5 - Plattsburgh) available over campus cable TV that is comparable in broadcast quality to other TV programming provided by our college. (by 1/99)

  2. Provide and support campus video-conferencing facilities.

  3. Support the SUNY Plattsburgh Telenursing program's use of PictureTel facilities.

  4. Support media-related resources in "smart"-classroom facilities.

  5. Provide and support Satellite/Master Antenna TV (SMATV) services.

  6. Provide TV programming to residence halls and campus.

  7. Provide teleconferencing services.

  8. Provide sound systems setup (e.g., commencement).

  9. Repair/maintain specialized A/V equipment

  10. Complete the following projects:

    • Flagg 203 "smart classroom" bunker

    • Carson 101 "smart classroom"

    • Kellas/Flagg projection systems installed and operational

Network Infrastructure Services [back up to Goals outline]

 

1997-98 Service Goals:

  1. Manage and enhance the campus voice/video/data network infrastructure to provide reliable, broadly-based access for the campus community.

  2. Complete adds/moves/changes to data/voice/video cable plant

  3. Monitor, troubleshoot and resolve data network problems up to OSI communications layer 3

  4. Provide cable-plant management services for PACES.

  5. Oversee and coordinate infrastructure projects:
    • 300-pair underground cable installed from Raymond to Kellas
    • Crane network infrastructure expansion



Telephone Services [back up to Goals outline]

 

1997-98 Service Goals:

  1. Provide campus telephone services (campus dialing; off-campus dialing and long-distance) at competitive rates

  2. Provide voice-mail services (AUDIX)

  3. Provide billing for personal long-distance calls

  4. Provide consultation/troubleshooting and assistance with telephone service questions/problems/features

  5. Provide planning/development of telephone dialing plans and features usage for individuals and offices

  6. Plan for year 2000 contract expiration with AT&T developed.

Definitions: [back up to Goals outline]

Leadership
Assessing and anticipating service/support needs of the College's educational, administrative and public service operations and ensuring that those service and support needs are met. (ISD)
 
Development - (Leadership)
What we do to determine how to meet these needs by creating and testing processes and resources for services and support
 
Management - (Leadership)
What we do to ensure that our on-going services are "outstanding" and support (meet the needs of) the College's educational, administrative and public service operations.
 
Planning - (Leadership)
What we do to understand what is needed (assessment, interviews, evaluation)

Service
Receive requests, respond to requests based upon developed procedures and processes, deliver service, evaluate; then use the results to help (back to...) receiving requests, responding to..., etc.
Delivery is to customers (and partners) and is appropriate and timely service to user requests. (ISD) 
 

References:

  * Departmental priorities
 
  * '96 Departmental interviews
 
  * Residential Wiring Project Web page
 
  * Information Services Division's  plan for 1996 - 2000
 
  * Our departmental team/plan 
 
  * Our Department mission
 
  * Departmental planning report (response to Pres. Merwin)
 
  * Our HELPDESK mission       
 
  * Consolidating DC/TM offices in Kellas Hall
 


Last modified: 8/1/96
Contact: R. Jewett (Email: jewettrj@potsdam.edu)