The objective of Information Technology Services is to provide the services and support necessary for the CSU and the Office of the Chancellor to achieve the Information Technology Strategy goals of personal productivity, excellence in teaching and learning, quality of student experience, and administrative productivity and quality. To that end, the Office of Information Technology Services provides systemwide leadership in several areas including, but not limited to:

Support for compliance with accessibility requirements across the system Responses to the customer satisfaction survey were received from 39 individuals representing a broad range of campus positions including, presidents, provosts, chief information officers, library directors, directors of academic technology and various administrative managers. In three of the six areas surveyed, ITS received “satisfied” or “very satisfied” responses from a majority of the respondents. In the other three areas, academic technology, information security, and accessibility, the satisfied and very satisfied responses ranged from 39% to 42%, with high “neutral” ratings ranging from 28% to 40%.

While the number of responses is significantly less than in previous surveys, the results are comparable and reflective of the stage of development of the various ITS initiatives. One major ITS goal is to provide an overall administrative and academic infrastructure from networking through applications. The prerequisite initiative of the Integrated Technology Strategy was the provision of a baseline technology infrastructure for each campus. A second important baseline initiative was the Common Management Systems (CMS) initiative, which provides a robust administrative infrastructure for all campuses. Both of these efforts are nearing completion. Maintenance and refresh of the network and the CMS applications are a high priority for ITS. With both the administrative and networking initiatives nearing completion, ITS has increased its efforts in the academic technology initiatives. Among the goals for these initiatives are the development of an integrated E-learning framework; definition and selection of Learning Management Systems product(s), leveraging the buying power of the system for the acquisition of digital content and using technology to effect better student preparation for college level work in math and English. These initiatives have progressed over the past year and ITS anticipates continuing commensurate increases in satisfaction as more progress is made.

ITS will support effective integration and alignment of processes, systems and people by championing continuous quality and productivity improvement, identifying and deploying best business practice standards, developing, communicating and promoting effective change-management practices, and driving quality in the delivery and support of business solutions.

ITS will continue to focus on the development and implementation of overall IT policies and procedures that support the CSU goals of academic and administrative excellence.

Two areas have received increased focus in the past year and will continue to be priorities for ITS. They are information security and accessibility. ITS will continue to focus on both of these areas. ITS will provide both support and leadership in the development and implementation of appropriate information security practices, policies and procedures. ITS will also continue to provide central support and assistance in achieving compliance with accessibility requirements.

Responses to the ITS survey items showed higher than average neutral and “don’t know” ratings. An average of 35% of the responses were neutral or don’t know. This may be the result of a lack of adequate communications regarding ITS accomplishments. ITS is committed to communicating its actions, goals and progress more effectively.