University of Alaska Southeast

UAS ITS Service Agreement

Service AreaAcademic Technology
Service NeededEgan Classroom Wing instructional technology deliveries
Department Role

Departments are expected to:

  • Contact the IT Helpdesk to schedule delivery at least 2 days in advance of the date equipment is needed
  • Provide complete information regarding the equipment needed
  • Participate in training in the use of the mobile equipment
  • Be available to receive the equipment 5 minutes before the scheduled time
  • Ensure that all equipment is secured until it is retrieved by IT staff
  • Be prepared to relinquish the equipment on time so that it can be delivered to the next class
  • Notify IT Helpdesk immediately of any problems in the use of the equipment

Mobile classroom equipment (laptops, printers, etc.) are provided on a first-come-first-served basis.  In cases of contention, departments are expected to negotiate internally to resolve access to equipment.

IT Services Role
  • Ensure all equipment is in good working order
  • Deliver requested equipment to the specified location at the requested time
  • Respond to trouble calls within 5 minutes of notification
  • Retrieve and secure equipment after it is used
Service Outcome
  • UAS classes have easy access to instructional technology
  • UAS can maximize use of general classroom space
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS Strategic Plan)
Revised: December12, 2008

UAS ITS Assessment Plan

Service AreaAcademic Technology
Service NeededEgan Classroom Wing instructional technology deliveries
Service Outcome
  • UAS classes have easy access to instructional technology
  • UAS can maximize use of general classroom space
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS Strategic Plan)
Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • _ Compliance
IT Services Success Indicators
  • 95% of deliveries are completed within 5 minutes of the scheduled time
  • Technical problems arise in fewer than 5% of deliveries
Data Collection and Analysis Procedures
  • The Helpdesk tracks calls related to equipment deliveries.  The supervisor monitors the quantity of calls to ensure that service levels are attained.
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
To be determined.
Revised: December12, 2008
 
 

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