Strategic Plan

Foreword

The Support Plan of the University Information Technology Services (IT Services) forms one of the support plans of the USP Strategic Plan: Planning for the 4th Decade. Fourteen years after its inception, IT Services is still committed to supporting and promoting the innovative use of communications and information technologies for teaching, learning, consultancy, management and community development.

The Information Technology Services realizes how important information technologies are to the University. It also recognizes the commitment and the investment that the University has put into the development of its information technology infrastructure. To guarantee that the University’s investment is utilized to its best advantage, this Support Plan plays a vital role in giving guidelines to our operations.

The term ‘information technology’ (IT) refers to the implementation and cooperative interlinking of computing and telecommunications systems which may be used to carry out the University’s work of research, teaching and learning, administration and outreach.

Communications and Information Technologies are developing rapidly. The distinctions between previously separate technologies are rapidly blurring. Data and voice networks are merging as globally the trend is toward greater liberalization in the sector.

Because of the rapid change in communications and information technologies, it is important that its planning at all levels is coordinated with corporate and financial planning. This also allows those responsible for IT to maintain their focus on supporting the strategic objectives of the University, as outlined in the USP's Strategic Plan.

We are aware that individual, departmental, and institutional requirements must be satisfied in a harmonised manner. We also understand that to improve education in the region, staff productivity, and student success, communications and information technologies need to be improved. It is a challenge for us to provide good and reliable services and to meet expectations. Nevertheless, we have been working collaboratively with schools, institutes, sections, centres, and students. We have acted upon their ideas and suggestions to improve our services.

This Support Plan recommends strategies for the appropriate use of communications and information technology over the next three years to ensure that USP remains at the forefront of IT within the region and takes full account of global trends in these areas.

Kisione Finau

Director

1.IT Services environment

1.1 Background

Information Technology Services (ITS) was previously known as the University Computer Centre. It was established in 1981 under the Department of Mathematics and became fully fledged as the Computer Centre in 1985 under a cooperative project by the US Agency for International Development (USAID) and the Government of New Zealand. USAID donated computer equipment up to $600,000 in value while the New Zealand Government provided the personnel for the implementation, training and support of the new services. At the time the Computer Centre was responsible for all operational aspects of computer facilities and the provision of training in their use for University staff.

Over the years, the University and its aid donors have been very supportive of computing for the University. This has allowed services to more or less keep pace with the growing demand of computer users. Up until 1995 it was the practice for the total capital available to be identified and for the then Computer Services Committee to make allocations. Since 1996, funds for equipment have been allocated directly to each school and departmental budget, thus allowing them to allocate their own equipment expenditure. This allowed the Computer Services Committee to concentrate more on matters of policy. As a result of the changing technologies, policies and IT infrastructures, the management of the Computer Centre was restructured in 1997 to form the new Information Technology Services. All functions related to communications and information technology are now under the control of this section.

1.2 Mission

The University is committed to its mission as defined in the University Charter as

"… the maintenance, advancement and dissemination of knowledge and research, education, consultancy, management and community development, and the provision at appropriate levels of education and training responsive to the well-being and needs of the communities of the South Pacific". Part of its mission is to address the technological context of "supporting and promoting the innovative use of communications and information technologies for teaching and learning as well as for management purposes". Our supporting strategy is thus to "remain at the forefront of communications and information technologies".

1.3 Regional role

The University is a member of the South Pacific Organisations Co-ordinating Committee (SPOCC). It is committed to the objectives and principles of regional co-operation and to further expanding its relationship with other regional organisations in order to maximise its contribution to the development of the region. IT Services coordinates its efforts and IT planning with other SPOCC member organisations. In line with the UNESCO report, IT Services is also committed to the integration of information technology resources into the cultural and educational environment through the University’s schools, programmes, and associated organisations.

2. Existing services and resources

The forthcoming USPNet Upgrade Project will increase the demand for Internet access substantially and put more pressure on our international telecommunications links.

2.2 USPNet

The USPNet is the University’s communications network that links the campuses and Centres. In the last few years, the University has investigated various ways of upgrading the network from HF radio communications to provide more reliable and enhanced communications services. The USPNet Upgrade Project, now underway, will integrate audio, video, and data communications within a dedicated VSAT telecommunications network. The Governments of Japan, New Zealand and Australia, together with the USP member countries, are funding this network which means the University will own and operate this private network, purely for USP activities. It will provide students with the opportunity to participate in audio tutorials (conducted from any campus), to communicate by telephone, fax or email, to watch a live video transmission of a lecture from any of the three campuses and to take part in video conferences and tutoring with the Laucala Campus in Suva. The University administration will also become more efficient with the availability of telecommunications via the USPNet to all USP locations.  

2.3 Student services

IT Services provides seven computer laboratories for students and for the general use of the greater University community. This is almost double the number of computer labs we had five years ago. The seven labs currently offer computing services to students at a ratio of 14:1 compared to a 40:1 ratio in 1996. The ratio is calculated on the number of computers available to students from the general computer labs, plus the special labs operated by schools and sections. In these computer labs, all students have access to the USP Web site and printing services, and can enjoy the use of standard commercial software used elsewhere in the University. They have a separate Student Help Desk that offers full-time computing support services for minor computing problems.

Internet connections for students are provided from a limited number of computers, although this access is planned to increase in 2000.

2.4 Staff services

The number of staff using information technology services has rapidly increased over the past few years. This has put a lot of pressure on our resources. Approximately 90% of staff members have access to networked desktop computers that are linked to the University’s central servers. These servers in turn give staff full access to Internet resources, electronic administrative resources like the Banner system, network printing facilities, and the USP Library online catalogue.

IT Services also provides a full time Help Desk service that offers advice, maintenance, and installation services. Currently the Help Desk management system is manual but plans are under way to computerise the processes. We provide hands-on training sessions too, covering all major aspects of the software applications commonly used.

2.5 Administrative services

To accommodate the University administrative requirements, an integrated computerised system called Banner was purchased and customised to serve the needs of the University. Banner was first implemented to accommodate the student records system, and the financial and payroll systems. Currently 240 staff members use Banner for various purposes such as financial and payroll and academic advisory services. In 1997 we expanded Banner to the Emalus Campus, and four Centres – Tonga, Solomon, Cooks and Vanuatu. On 19 August 1999, the IT Services successfully upgraded the Banner from 2.0 to 3.11 which is Year2000 compliant.

2.7 Relations with other sections

Information technology and communications systems and services now permeate all sections and operations of the University. As the apex communications and information technology agency within the University, ITS is committed to working collaboratively with other key sections involved with aspects of communications and information technology, such as the Media Centre, the Library, and the Computer Shop of the Book Centre (which now sells and services all PCs and software). As the responsibility for routine IT devolves to sections with increasing competence in other sections in this area, ITS will play a supportive role in assisting with their IT requirements.

3. Support Plans

Our Support Plan consists of eight Objectives. Each Objective has Strategies that are later evaluated through Performance Indicators.

• To focus on the University’s strategic objectives in on-going planning, to provide IT services and to maintain an awareness of the need for change where appropriate.
• To identify and exploit the potential of IT for effective information access.

• To promote broad consultation in the planning and development of IT through formal and informal discussions.

• To establish channels of communications to alert schools, institutes and sections to the implications of IT developments which may have an impact on their activities.

• To coordinate and deliver IT training to provide effective, efficient and relevant learning opportunities in order to raise the IT literacy level of University staff to enable them to carry out their duties effectively.

• To evaluate the information needs of the University community and to cooperate in the provision of appropriate services.

• To provide information and training to senior managers to enhance their understanding of the potential for IT to contribute to the work of the University at all levels.

• To facilitate the incorporation of IT Planning into corporate and financial planning.

Performance indicators

• The reputation of the University of the South Pacific as a leader in Communications and Information Technology development and utilisation in the South Pacific.

• A high level of access to communications and information technology.

• The existence of effective communications channels between users and providers of Information Technology Services at all levels.

• The effective integration of Information Technology into corporate and financial planning.

Objective 2

To ensure continuity of services for the most important core activities of the University.

• To ensure that the change to the year 2000 is handled correctly.

• To establish Disaster Recovery Plans and test them to ensure they will work if/when a disaster occurs.

• To establish Redundancy Plans for BANNER as the most critical information system of the University.

Performance indicators

• The University core activities are not interrupted by any foreseeable disorder.

Objective 3

To effectively support the teaching and learning work of the University.

• To provide support services to teaching staff which will help them make effective use of IT in the curriculum.

• To support the Media Centre in providing IT facilities in the lecture rooms.

• To support the Centre for the Enhancement of Learning and Teaching (CELT) in providing computer training as required.

• To support and promote IT literacy amongst students, including the support and encouragement of student ownership of personal computers.

• To provide Intranet access to all student on campuses and Extension Centres.

• To establish an environment for students to access the Internet.

• To provide an environment in which students can be trained in computer-based technology and relevant discipline-based technical and methodological skills.

• To contribute to the discussion and evaluation of the potential of IT for teaching and learning, including the development and use of multimedia delivery modes.

• To implement separate Help Desks for student and staff.

• To establish training facilities for staff.

Performance Indicators

• The availability of IT information and support for teaching staff and students.

• The existence of a range of services to help students to become IT literate.

• The existence of timely assistance for staff in the use of IT in the delivery of their teaching.

• The availability of integrated and easy-to-use facilities in teaching rooms.

Objective 4

To provide effective support for the University’s research and consultancy activities.

• To assist the academic community in the use of electronic publishing technologies and to provide easier access to on-line information sources.

• To create an integrated IT environment which enables researchers to communicate efficiently internally and externally through network technologies.

• To develop an implementation plan for high performance computing, including plans to upgrade and replace existing equipment and maintain sufficient bandwidth to meet the needs of researchers.

Performance Indicators

• A high level of reliability of equipment and services provided.

• The ability to provide high performance computing.

• A level of IT use which supports national and international collaboration.

Objective 5

To provide an effective and efficient Management Information System.

• To coordinate and deliver services which will enable users to provide and/or readily access a range of information.

• To provide relevant interfaces between the BANNER System and to integrate it with a Decision Support System.

• To ensure that operational systems provide all the data required for the University’s Executive Information and Decision Support System.

• To implement Electronic Data Interchange (EDI) and Electronic Funds Transfer (EFT) as necessary.

• To advise on appropriate training on the BANNER System for all levels of administrators and appropriate academic staff.

• To implement with users parts of BANNER still outstanding (Human Resource Module).

• To administer and streamline the BANNER database.

• To train staff in the use of Oracle products.

Performance Indicators

• The extent and ease of use of information services.

• The reliability of systems and the integrity of information extraction.

• The relevance of the forms of presentation of information.

• The extent of the integration of administrative systems with other supported systems.

Objective 6

To manage and maintain the IT infrastructure and to support all the users of IT services.

• To adopt policies and procedures that focus on users' needs in consultation with other sections of the University (user orientated).

• To develop and promulgate standards ( e.g. platforms, software and others) to facilitate IT support and the exchange of information through the network.

• To upgrade the network backbone to fiber optical cables at all campuses.

• To upgrade the network infrastructure to operate at 100 Mbps at all campuses.

• To upgrade CAT5 (or better) UTP structured cabling to reach every desktop in every major building in the three campuses and all Centres.

• To upgrade dial-up networking services.

• To upgrade the telephone system to use structured cabling.

• To acquire University-owned telephone handsets.

• To develop effective lines of communications between users of IT services and service providers to target and improve support services for teaching and learning, research, administration and outreach.

• In collaboration with schools, institutes and sections, to develop an IT support model which ensures fair allocation of support services to different departments.

• To encourage members of IT Services staff to participate in training which will enhance their skills and knowledge.

Performance Indicators

• The existence of effective channels of communications among users and between users and IT Services.

• Resourcing commensurate with needs.

• Timely and effective resolution of problems.

• IT users satisfaction.

Objective 7

To develop and improve the facilities at USP Centres and Campuses to ensure an expanded and reliable access to the University's programmes.

• To equip Centers with appropriate technologies to allow students to participate in multi-modal programmes and to allow management to conduct meetings over the communications infrastructure.

• To assist USP staff to integrate the use of multimedia into teaching and learning programs.

• To create effective links between USP and local IT support in the region to provide assistance at each Center.

• To ensure that there is an appropriate level of staff at IT Services to maintain the highly technical infrastructure.

• To maximize the resources and utilize them to their full potential.

• To develop a plan to extend the infrastructure to link Sub-Centers and allow dial-up services at the Centres.

Performance Indicators

• The reliability of access to network infrastructure and information services.

• The existence of a range of services including face-to-face instruction.

• The full use of the BANNER System at the Centers.

• Expand the availability of multi-media facilities at the Centers.

Objective 8

To recognize and address the financial issues which relate to IT planning, development and maintenance.

• An ITS maintenance budget based on a percentage of the total value of the IT infrastructure.

4. Monitoring and Review

The Information Technology Services’ management team will review progress towards meeting the stated objectives and will recommend modifications and additions to its Support Plan as necessary. It will also report to the CITC. The Director will be responsible for ensuring that the Support Plan remains active and focused.

5. References

Duderstadt, J.J. The Challenges and Opportunities of the Digital Age for Higher Education. Snowmass, 1997.

Information Technology Services. Annual Report. Suva: USP, various.

ITPacNet 98. Fifth Regional Information Technology Strategies Meeting. Suva: Forum Secretariat, 1998.

The University of the South Pacific. USP Strategic Plan: Planning for the 4^th Decade. Suva: USP, 1998.