Infrastructure Services

IDM

Problem:

Network identity today often takes the form of login accounts on computer systems. As university computer programs proliferate, the number of accounts increases, making it increasingly difficult for students, faculty, and staff to remember the increasing number of distinct credentials.

 

Solution:

Provide a method for computer systems to share and/or synchronize login credentials, thereby requiring computer users to remember only one set of credentials. Ensure these credentials are secure and unique.

 

Results:

UVU's Identity Management (IDM) system - in addition to providing the solution requested, user account creation and management were automated, and tools were made available for group management, special types of accounts, email address management, and much more.

 

Impact:

In addition to removing the heavy load of account creation, a significant reduction in the number of helpdesk calls for password resets and for help logging in on specific systems was realized. Confusion about which username and password belongs to which systems are a thing of the past, and computer users have more control over the information computer systems maintain about them. Finally, group management and many other processes have become simple enough for end-users and business-level managers to accomplish without the intervention of Information Technology personnel.

 

Admissions

Integration

Problem:

Due to the growing University and record enrollment we needed to find a way to handle the extra admissions applicants and processing workload without raising expenses.

 

Solution:

Automating a few of the Admissions processes has eliminated over 10 man-hours per week that had previously been wasted using the old process , check's and balance are now in place to insure all newly accepted students receive their acceptance letters in a timely manner.

 

Results:

UVU Admissions Office handles over 29,000 applications every year with a staff of 3 FT and 3 PT positions this automation has allowed the Admissions Office to be the most efficient Admissions Department of all of the USHE Institutions.

 

Impact:

The new process saves at least 10 hours/week, ( = 520 hours/year, min $4,000/year savings)

 

Finance & Business Services

Banner Billing

Problem:

Finance and Business Services wanted a way to automate the billing process between departments on campus that provided goods or services to other departments. Gathering the data from many different sources and manually cutting and pasting to get the data in a format that would feed into Banner was time consuming.

 

Solution:

Create a system allowing departments to enter transactions, send out approval requests if needed, keep a history of transactions and post the transactions to Banner.

 

Results:

Banner Billing or "BIT" (Banner Interdepartmental Transfers). Created a system that allows departments to bill for services with full transfer, history, reporting and approval processes.

 

Impact:

3 hours / week in Finance & Business Services (150 hours/year, min $2500/year savings).

 

Finance & Business Services

UVPay

Problem:

In May 2009 Sunguard implemented a PCI update to Banner which broke the Touchnet payment link. This broke the campuses ability to take credit cards payments for items in Banner. The new Touchnet solution was months away and would cost many thousands of dollars.

 

Solution:

Quickly find a way to process credit cards that will interface with campus systems .

 

Results:

AIS built a system interfacing with Banner and integrated it with other campus systems through an existing merchant account and within 1 week the campus was up and running again. They also implemented checks & balances for the business office to reconcile & balance accounts and apply payments to the proper indexes within the UVU community. This saves the campus many thousands of dollars in software cost and maintenance fees.

 

Impact:

So far… $35,000.00 in software license fees
Solution securely implemented in several areas across campus
$$$ / year

 

Helpdesk

Outage Board

Problem:

The UVU Campus Helpdesk needed a network monitoring and notification system to inform the Help Desk when network issues arise. Many times the Help Desk would receive calls and not know that a system was down.

 

Solution:

Build a system that alerts the Help Desk when a system is down or being worked on.

 

Results:

AIS Created; Outage & Notification boards integrated with various network monitoring systems and installed monitors in critical areas across campus, also creating a backend that notify's and text's administrators on events. The Outage boards in the Help Desk area also include sound and are connected to speakers in the ceiling, so if something is happening on the network we are alerted through sound and automated speech. A method was created to automatically take a "white Board notice" (Urgent notice from the Help Desk software) and put it on the outage board and at the same time send a text message to key individuals.

 

Impact:

I can't tell you what a difference this and other AIS projects have made to the Help Desk. It is so important that the Help Desk be included in these notifications immediately. It saves us so much time calling, or running around to find out what is happening. The speech part and the texting part saves us communication time and frees up employees to be on the phones answering the requests of the faculty, staff and students of UVU.

 

Telephone Services

Long Distance Reimbursement System

Problem:

In accordance with Campus policy, employees are required to reimburse the campus for personal long distance calls made on campus phones. Telephone Services prints out the entire log of calls each month by extension, photocopys them, hand cuts them for hundreds of employees, and mails a hard copy to each employee so they can highlight personal calls from the list and pay for them. This is an extremely time consuming process each month allowing for no consistent accountability involving managers etc…

 

Solution:

Computerize it!

 

Results:

The LD Reimbursement app was born. Employees and managers now get an e-mail once per month for LD charges to managers accounts (summary of employee LD activity) and employees extensions. Employees can now (on the computer in a link from the e-mail) label personal numbers, mark them and pay online for their personal calls. A full history and accounting is maintained. Tracking (and cell phones) have reduced long distance bills overall and more employees are paying their bills.

 

Impact:

The Overall Campus bill dropped by $300/mo in the months following the new app.
Employee payments went up $50/mo.
Telephone services now saves 20 hours per month because the process is now automated.

 

Registration

One Stop

Problem:

The AIS department noticed that students needing help with enrollment and registration had longer than needed lines, and support staff did not have some of the tools that would help them to be more efficient.

 

Solution:

Study business processes and student flow then design a system to assist the admissions and registrar staff to be able to offer improved efficiency to the students.

 

Results:

Line Manager at the One Stop Circle. This was offered from Chris and Mike as they saw that it was confusing for the students to know when and where to go when the next station was available. They made a proposal and moved forward with the installment of the computer and monitor and the announcement of the next station available. They have made some great improvements over the last 5 years.

Parking Program to sell parking sticker/tags. The program that was being used by the Parking Office was very difficult to learn and Mike and Chris offered to write a more simple program that could help us come live with parking at the same time we came live with the whole One Stop operation. Once again the cost was minimal and it has been a great program that we are still using.

QUE system. This system was developed for Academic Advising to track student flow, reasons for visits, etc... and to provide a wait system so students know that they are "on the list" to meet with someone. The advisors have a small window on their screen that tells them when a student is waiting for them, how long they have been waiting and how many are in line for them or for the department and gives them some basic information about the student. This is used by academic and other advising departments all over Campus.

 

Impact:

The savings in both cases has been in customer service and sanity for employees.

 

Parking

Online Parking

Problem:

Serving an ever growing student population in a manner that allows them to take care of parking needs and concerns online; while keeping all the data and processes automated between the payment gateway, parking database, and Banner.

 

Solution:

Build a ground-up app that takes care of logging the student in, walking through the permit purchase or citation payment, handles the transactions, and reports back to us and our database with the results.

 

Results:

The AIS team looked at the available API calls from our vendor, what data was being fed from Banner. They then tied the needed calls and data feeds together in a single package that takes care of student verification, checks their parking account for current citations, offers them their permits, takes care of payment, and then reports back to us what took place in the transaction. Using some custom database fields we have been able to further this automation to speed up permit processing post-sale as well.

 

Impact:

With the online parking system in place we have greatly reduced the number of students in line at the parking office and at OneStop. This allows our employees to take more one-on-one focus with customers. We save 5 to 10 hours a week in processing permit forms, citation payments, etc since much of that is now being taken care of automatically. Lastly, working with AIS to use the custom mail fields in the database have allowed faster processing of, which permits to mail, and which are for office pickup. The great thing about this tool is that the AIS team has been able to make live modifications, as needed, in fine tuning the app.

 

Police / Events / Media

Calendar

Problem:

The Police department was in need of a scheduling system to keep track of the duty schedule and event schedule. We had been using a calendar we were able to publish online but Officers would have to contact an administrator to add or remove them from the calendar. This became a logistical nightmare with trying to keep track of the duty calendar and scheduling officers for hundreds of events every year.

 

Solution:

I took the calendar publishing software to the AIS department and asked if it could be automated yet secure to where officers could sign up for events and duty shifts using a unique login with each officer. We also wanted to secure the information for officer safety as we don't want the general public to know how many officers are working at any given time. We wanted the system to send a notice to the administrator to approve the shift based on demand and budget. AIS took the idea and made it happen with their own improvements as it evolved. The system worked so well that we recommended the event center use it for their scheduling.

 

Results:

The automated scheduling system has streamlined the scheduling process and made it more accessible to officers that don't work for UVU all of the time. The system also allows for the continual changes in the scheduling and keep all officers updated constantly.

 

Impact:

The system has greatly reduced the time spent on keeping track of the scheduling needs.

 

AIS

Statboard

Problem:

In AIS and other areas within IT we manage several projects consecutively. There are various methods of project management in these areas. We needed a simple app just to track projects, priorities, owners and progress.

 

Solution:

We built a system that captures all new project requests, runs them through our approval workflow and helps us assign them to employees and track priorities and progress. The system is web based and has a nice monitor screen that lists current work and high priorities to keep us focused on what matters most. It also allows users and project owners/requesters to see what we are working on and how their project is coming.

 

Results:

Projects and priorities are now visible, tracked and we have better focus on what's important -vs- what we are actually working on.

 

Impact:

We're getting more done!

 

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Comments from our users

The AIS team is innovative, experienced, and has an expansive view in being able to write programs for automating tasks allowing us to be more efficient in our jobs and also able to serve the students in a greater more effective manner. Our department truly feels that “If you can dream it, AIS can do it.”
-UVU Business Services

AIS came to me and suggested an idea for line management at the One Stop circle. This line manager has been a huge asset to One Stop, both students and workers love it!
-Liz Childs, Sr Director - One Stop

I know that everyone would find life easier if they just used AIS to develop their products and services over purchasing out-of-the-box products or services!
-Dawn Burgess, Manager - Campus Connection

After analyzing our business process, the AIS team developed a line management system we didn't even know we needed-- and now we couldn't function without it!
-Bernell Hofheins, Bursar - Business Services

The automation that AIS provided for the Admissions area has saved over 4 hours of work every week, it's like having another person working in the office. Processes are done on time every time!
-Ryan Burton, Director - Admissions

I have not found another institution that does everything with the Long distance billing that they have provided for us. This has shortened my monthly billing process from 2 to 3 days to a few hours per month.
-Kurtis Olsen, Assistant Director - Telephone Services

Would you like to reduce your operational expenses?

AIS can help! You can free-up / re-assign personnel and tasks through the Integration and Automation process. Take these steps to ready your environment for AIS.

  • Identify automation candidates - bottlenecks or inefficencies in your processes/department.
  • Evaluate process maturity - Do we have a good idea of what we want yet?
  • Rank candidates by value - choose which demons to slay first.
  • Call 801-863-6550 to get started or Click here for a new project request/evaluation.