IT Administrative Unit ITU

1
IT Administrative Unit (ITU)

• Self Assessment Report (SAR) 2006 - 2007

2
ITU Vision and Mission

• Vision
• "THE DIGITAL WORK- AND LIFESTYLE OF ALLAU
  PEOPLESUSTAINS THE UNIVERSITY TO ACHIEVE
  EXCELLENCE AND QUALITY
• Mission
• CONNECTING ASSUMPTION UNIVERSITY WITH ONE
  ANOTHER AND TO KNOWLEDGE

3
Overall Performance

• Total sore is 456 of 1000, falling in band 3.
• Project monitoring mechanism was applied to
  control the project implementation.
• Improvement of hardware and in-house software
  development.
• Improvement of internal service operation
  workflow.
• Performance is not consistent across the three
  units.

4
Overall Recommendations

• Define key results and their indicators
• Alignment of ITU and team objectives
• Process-approach and integration of PDCA in all
  process
• Address KPI 3, 4, 5 and 6.
• Improve staff satisfaction
• Improve mechanism of information management

5
KPI 1 Vision and Mission

• Consensus Score 48 of 80
• The Vision and Mission statement was revised
  systematically.
• All members were participated to acknowledge the
  new Vision and Mission statement.
• Strategic plans were setup to achieve the ITU
  Vision and Mission.
• Operation plans were also setup to follow the
  strategic plans.

6
KPI 1 Vision and Mission

• Recommendations
• Communicate the new Vision, Mission and Strategy
  plans to all members and stakeholder of the
  University.
• Devise a plan analysis mechanism.

7
KPI 2 Service Support to Teaching Learning

• Score 77 of 200
• Computer services Hardware and Software
  maintenance and upgrade.
• Internet services mail box capacity increased,
  upgrade and maintenance web servers and web-based
  content, expansion of wireless service area.
• E-Learning Content Development Helping
  instructors to develop their multimedia contents.
  More than 20 subjects were developed.
• Intranet Software Development new
  Pre-Registration System, new Registrar
  BackOffice System.

8
KPI 2 Service Support to Teaching Learning

• All of the projects and services deployed
  according to the operation plans, however,
  lacking of check and action process.
• Service usage utilization has to be improved.
• The satisfaction survey conducted by RIAU shows
  that the centers need to improve the customer
  perception of its services in all areas.

9
KPI 2 Service Support to Teaching Learning

• Recommendations
• Focus of Teaching and Learning
• Cooperation with RIAU to conduct the center own
  survey to capture specific perception on key
  areas of services.
• Refine customer segmentation
• Improve ITU services of Office of Registrar,
  Finance, and other departments to improve the
  services they provided to the students.

10
KPI 3 Student Activities

• Score 40 of 80
• Providing web-based content to promote the
  student activities via AuNews website.
• Indirect support when they requested.
• Recommendations
• Setting up a working group to work closely with
  Student Affairs and Student Council.
• Improve the support process to follow the
  P-D-C-A.

11
KPI 4 Research

• Score 35 of 80
• Support IT facilities to faculty members and
  other departments such as RIAU to help them
  developing their research.
• There is no official RD team.

12
KPI 4 Research

• Recommendations
• ITU could provide better support to research
  activities of the university by targeting the
  RIAU and faculty
• ITU could improve its IT service management by
  conducting a systematic research and study on
  ITIL framework

13
KPI 5 Academic Service

• Score 18 of 50
• ITU have a systematic process for fostering the
  sense of social responsibility, and it results in
  having clear plans to offer social benefits to
  the society at large
• Recommendations
• ITU needs to identify demands on ICT resources on
  the part of the faculty and staff members in
  their provision of academic services
• ITU should target their key communities in which
  the staff members could expose their capability
  for the benefits of the communities, especially
  in the areas which are most important to them.

14
KPI 6 Promotion of Thai Arts and Cultures

• Score 10.5 of 30
• Promotion of arts and cultures has not been taken
  seriously as part of the support service
  processes. ITU fails to impress their customers
  even under the aspect of Empathy, which is much
  of Thai cultures.
• Recommendations
• ITU should cooperate with Thai Arts and Culture
  office to host its official website that
  functions as the center for information
  dissemination and for activities coordination.

15
KPI 7 Administration

• Score 55.5 of 120
• Performance assessment model has been designed,
  and used.
• Three areas are assessed economy, effectiveness,
  and efficiency.
• ITU make use of two applications to capture data
  Service Request. Information is accurate, but not
  complete.
• There is no full functioning Inventory System
  to monitor the use of resources in ITU.
  Information is not online, and thus not readily
  accessible.

16
KPI 7 Administration

• ITU did not perform well under Information
  provider aspect of Service Quality Index
• ITU are staffed by professional, competent, and
  mostly motivated people. They work in teams, led
  by a team leader. Division of works are clear
  cut.
• Personnel development is systematic, well
  planned, but not always evaluated in an
  appropriate manner.
• Processes and mechanism for maintaining and
  monitoring the promotion and satisfaction of the
  personnel are not in place.

17
KPI 7 Administration

• Recommendation
• A systematic process is to be devised in order to
  sustain the ITU performance.
• Operations and Implementation of projects and
  activities are to be monitored, assisted by
  appropriate software applications.
• The staff satisfaction survey should be
  continued, and the findings used to improve the
  staff satisfaction.

18
KPI 8 Finance and Budgeting

• Score 17 of 40
• Allocations of budgets are performed annually and
  Annual Budget submitted for approval every March
  30 of each year.
• ITU intends to improve the university financial
  strength using a two-fold approach cost
  reduction and new sources of revenue.

19
KPI 8 Finance and Budgeting

• Recommendations
• The waste analysis Significant waste analysis
  should be performed in ITU and in other units
  using ICT services.
• The service utilization monitoring system ITU
  should engage in ICT Utilization Campaign.

20
KPI 9 Quality Assurance and Performance Results

• Score 150 of 320
• ITU adopts the AuQS 2000L QMIPS as its quality
  system, and diligently follows the QA Manual
  2004. The PDCA framework has been implemented,
  and the whole units are involved in QA.
• What remains lacking is QA-MIS, from which data
  are derived as evidences to ITU efforts to
  achieve performance excellence.
• The performance indicator of this Student
  Learning Focus Results is still undefined.
• The satisfaction of the students and other
  stakeholders becomes worse, compared to the
  survey in 2004

21
KPI 9 Quality Assurance and Performance Results

• Staff satisfaction is moderate in all aspects,
  based on AuNet framework
• ITU suffers from service availability and
  reliability. However, when available, most
  services are high performing and secure.
• Scalability to emerging requirements is
  satisfactory, as new demands are met within the
  required time, after some negotiation.

22
KPI 9 Quality Assurance and Performance Results

• Recommendations
• QT and their members need to be re-appointed, and
  their responsibility defined.
• Using Results from SSI and SQI to improve ITUs
  Results.
• ITU should stipulate appropriate SLA with its
  stakeholders and define service level ITU is
  capable to deliver and the stakeholders are
  willing to accept.