Overview

• A change in the group's management occurred during December 2003.
• A new semi-annual customer satisfaction survey was implemented in Feb-04 with an initial satisfaction rating of
  A -; which they felt was an improvement over six months ago they rated at a B+. Sixteen of twenty areas responded to the survey.
• Working with ITaP, we planned the migration of our users to the XP client and Microsoft server environment to occur between Apr '04 and Jun '05.
• The seeds sown with ITaP to involve the Zones more closely have begun to take root. A kickoff meeting for this effort occurred in May.
• "ACE IT 2004" was adopted as the 2004 team motto with the focus on Accuracy - Consistency - Expectations.
• Two FMLA incidents impacted team productivity by 10% for the year.

USER IMPACT PROJECTS
Desktop Applications

• Provided 0 upgrades during the summer update.
• Provided 15 application upgrades during the winter update.
• Provided 10 additional upgrades during the year due to business needs.
• Added 10 new applications to our user portfolio.

User Data

• User file storage space was doubled as we moved files from the Netware to the Windows server environment.
• It was determined an annual user data growth planning number needs to be provided to ITaP Infrastructure.
• A user data space monitoring ownership area was assigned to a team member so we can anticipate new space requests rather than reacting to an out-of-space condition.

User Interface

• No changes

User Portability

• The Blackberry 6750 was selected to replace the problematic Kyocera cellular PDA. Eleven units are in place along with two remaining Kyoceras.

Training

• Started 1-on-1 training sessions with new coordinators.
• Added a project to our backlog to create a web page with links to appropriate user product training sites.

User Communication

Phone system changes:

• Added a "Password Issues" option to identify volume of password related calls.
• Added a "System Status" option so our users can call in to a recorded message during multi-user outage conditions.
• "Help Me Understand" and "Thank You For Calling" were implemented as standard phrases to use with our customers.
• The PDA/Handheld Service Level Offering was updated in April.
• A new "Remote Business Use" Service Level Offering was published and announced in May.

USER TRANSPARENT PROJECTS
Server Environment

• Determined a migration plan for moving to the Microsoft server environment.
• Migrated users to the Exchange 2003 ONEPURDUE environment.
• Migrated our user files from the Netware to Microsoft server environment per ITaP strategic direction request.
• Initiated staff training in Microsoft Active Directory.

Desktop Environment

• Deep-Freeze - This product was implemented on our shared desktops. This product will automatically reset a desktop back to its original state each night. This product will reduce our labor in re-imaging these 92 desktops that get corrupted due to having no assigned owner. It will also reduce our exposure to outside attackers since unauthorized program downloads will get discarded each night. The $500 initial & $100 annual costs were absorbed by our 1104-0006 budget.
• Outside Attack Exposure Reduction - Efforts were made in the following areas to reduce our exposure to network attacks:
• A remote logon utility called PassPrep was implemented that locks out a remote logon attempt for 15 minutes after three incorrect attempts.
• Audit reporting was created for unrecognized programs, services, processes, and admin groups. These are run bi-weekly in a clean environment and daily in an exposed environment.
• Worked with PUSH to increase security on their self-supported systems (WinScribe & PyraMED).
• Updated the McAfee anti-virus software engine to V7.5 after ITaP committed to the product through 2006.
• Implemented a plan to apply critical Microsoft patches asap after general release. This volume increased drastically after Microsoft source code was stolen off their web site.

ITaP Support

• Made progress with ITaP Management on the following issues:

• Windows Environment Governance - Worked with ITI to determine how the new Windows Active Directory support environment will be managed.
• ITCS Help Desk - Initiated a monthly issues lunch between group managers.

Print Environment

• No changes

SUPPORT METRICS
As of Apr-04, our volumes were:

• 8 full-time equivalent staff technicians
• 1 student worker
• 725 Users
• 805 Images
• 667 Desktops
• 77 Laptops
• 70 Handhelds
• 173 Network printers
• 155 Local printers
• 132 Application Packages deployed via the network
• 10 Application Packages deployed manually
• 8,000 support calls taken by the help desk (projected based upon Jan-Apr calls)
• 3,750 user support tasks as measured by the Remedy help desk system
• 3,640 project hours spent by staff (~25%)

From May-03 through Apr-04*, we averaged:

• 101 client images per staff member
• 145 pieces of equipment per staff member
• 84 desktops per staff member
• 688 calls per month
• 86 calls/staff member each month
• 469 annual support tasks per staff member
• 5.2 annual support tasks per user
• 480 annual project hours per staff member

This was in spite of a 10% productivity hit due to two FMLA incidents. Also, the Remedy tasks numbers are underreported as not all tasks were being entered until Jan '04.

From May-03 through Apr-04, we ordered and installed:

• 300 Desktops
• 14 Laptops
• 37 Network Printers
• 5 Local Printers
• 11 Handhelds
• 11 Blackberry Cellular PDA's
• 2 Projectors
• 6 Digital & Video Cameras

As of May-04, our Standard Desktop was:

• Dell OptiPlex GX-270
• Pentium 4 Processor running @ 2.8 Ghz
• 512Mb Memory
• DVD-CDRW Drive
• 17" Flat Panel Display