UAS ITS Service Agreement
Service Area | User Services |
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Service Needed | Classroom instructional equipment and support |
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Department Role |
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Departments are expected to:
- Contact room scheduling to reserve appropriate classroom space
- Participate in training in the use of instructional equipment
- Notify IT Classroom Support Desk (907-796-6521) immediately of any problems in the use of the equipment
- Ensure that any equipment is ready for the next class
In addition, departments are expected to assume full responsibility for supporting program-specific technologies. Support for classes is largely provided through UAS student technology fees. Technology and support outside of UAS courses is charged at the rate of:
- $125/classroom/hour for UAS technology and support
- $45/classroom/hour for technical support only
- Any additional work before or after an event is charged at the $45/hour rate
- Requests for support should be received at least 4 to 6 weeks prior to the event.
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IT Services Role |
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- Maintain an inventory of standardized classroom technologies along with necessary spare parts.
- Ensure all equipment is in good working order at the start of semester
- Inspect equipment regularly during the semester
- Provide documentation regarding proper configuration and use
- Respond to trouble calls within 5 minutes of notification
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Service Outcome |
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- UAS classes have reliable instructional technology
- UAS faculty and staff are able to use technology effectively in all programs and services (UAS Strategic Plan)
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Revised: May24, 2010 |
UAS ITS Assessment Plan
Service Area | User Services |
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Service Needed | Classroom instructional equipment and support |
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Service Outcome |
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- UAS classes have reliable instructional technology
- UAS faculty and staff are able to use technology effectively in all programs and services (UAS Strategic Plan)
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Administrative Services Mission Alignment |
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- X Effective and Efficient Practices
- X Fostering Cooperation
- _ Compliance
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IT Services Success Indicators |
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- Trouble calls received in fewer than 5% of class sessions.
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Data Collection and Analysis Procedures |
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- The Helpdesk tracks calls related to classroom equipment. The supervisor monitors the quantity of calls to ensure that service levels are attained.
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Utilization of Results |
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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 |
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Revised: May24, 2010 |
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