UAS ITS Service Agreement
| Service Area | Information Systems |
|---|
| Service Needed | Web Site Management |
|---|
| Department Role |
|---|
- Ensure accuracy of site information
- Designate staff responsible for site maintenance and allocate time for CMS training
- Using the CMS web interface, create pages and update page content
|
| IT Services Role |
|---|
- Maintain web servers and web site addresses
- Ensure site data is backed up to ensure business continuity
- Program the CMS and design site templates to support marketing/communication goals and diverse page types
- In coordination with the Public Information Office, provide training in the CMS to department staff
|
| Service Outcome |
|---|
- Web content
is up-to-date and easy to maintain
- Control
of page content is distributed throughout UAS
- Pages have a consistent “look and feel”
- Website navigation
maintains a consistent and logical pattern
- Pages reflect the marketing and communication plans
|
| Revised: May24, 2010 |
UAS ITS Assessment Plan
| Service Area | Information Systems |
|---|
| Service Needed | Web Site Management |
|---|
| Service Outcome |
|---|
- Web content
is up-to-date and easy to maintain
- Control
of page content is distributed throughout UAS
- Pages have a consistent “look and feel”
- Website navigation
maintains a consistent and logical pattern
- Pages reflect the marketing and communication plans
|
| Administrative Services Mission Alignment |
|---|
- X Effective and Efficient Practices
- X Fostering Cooperation
- X Compliance
|
| IT Services Success Indicators |
|---|
- 99.5% uptime supported on the primary UAS Web site
- 99.5% uptime supported on the CMS site
- 90% of template change requests completed in 1 week or less
|
| Data Collection and Analysis Procedures |
|---|
- ITS Work Order creation and completion dates are compared on an ongoing
basis. Overall success is measured by a quarterly comparison of
performance data.
- Server uptime automatically measured using the ITS performance monitoring system (What's Up Gold)
|
| Utilization of Results |
|---|
Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:
- Employee performance: increase oversight, training and accountability measures.
- Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
- Internal process / workflow: reassess processes and service strategies
|
| Reporting Strategy |
|---|
|
| Revised: May24, 2010 |
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