2019 was a very successful year for the Division of Information Technology, as we continued to provide a high level of IT and Library services to Texas State. Among the highlights from this past year:
- We began production implementation of the new Learning Management System (TXST Canvas)
- Released new and expanded mobile capabilities including a new, locally developed TXST Mobile app that now includes waitlists, student billing, and personalization capabilities
- Enhanced customer service through new processes and online resources, including implementing multiple e-signature forms/processes and automated ADA/Security reviews in purchasing, among others
- Improved student computer lab and printing services and added additional printing options such as color printing within a user’s print allocation
- Improved our information security posture through expanded multi-factor authentication and password management
- Completed the Learning Commons in the Albert B. Alkek Library and The Wittliff Collections Gallery expansion
- Facilitated the necessary changes to support current budget realities within the division and the university
Many other notable milestones were achieved in 2019 with the collaboration and partnership of the entire IT Division. For example, we completed renovation of the Round Rock Library, which relocated the service window, created new quiet study space, and created a more “learning commons” environment that mimics the Alkek Library. The IT Assistance Center (ITAC) completed a renovation tthat means there is one single facility for IT services on the Round Rock Campus.
We made many advancements in Information Security, including offering LastPass, a password vault for security passwords and other sensitive information, to the Texas State community. A new Virtual Private Network (VPN) was implemented, and we made strides in disaster recovery and business continuity initiatives. Additionally, we gave NetID holders access to EduRoam, a federated wireless authentication system for those traveling to other participating academic institutions.
Throughout the year, ITAC continued to provide world-class technical support — with 73,645 support interactions. ITAC received 33,986 support calls while maintaining a 95% answer rate. There were 10,197 e-mail support sessions, 16,058 chat/remote support sessions, 9,743 web form submissions and 3,661 in-person support sessions.
Technology Resources completed more than 141 projects throughout the year, with some prominent examples being implementing Slate for both Undergraduate and Graduate Admissions, the Banner Personal Information Module, Banner Advising Module, Incentive Pay PCR, Global Parcel Services, and Payment Works. Nine additional applications including Marketable Skills, Meal Plans, Social Work Field Placement, Banner Holds, and Estimated Student Loan Debt were developed internally. Additionally, another 75 existing applications received some level of enhancement. The Project Management Office assisted various departments with 22 RFP projects. With TR’s assistance, University Marketing was able to release the new mobile-first template and university home page.
High-Performance Computing increased its user base by four times over the previous year, leading to average utilization of the cluster to 75% capacity. The Network Operations team upgraded the campus network to the most advanced network routing protocol (MPLS) without disruption. We implemented a significant portal upgrade to our SAP system and led a year-long educational program to assess Enterprise Resource Planning (ERP) systems for our eventual ERP replacement project.
University Libraries submitted a letter of interest to join the Association of Research Libraries (ARL). We look forward to advancing the process in 2020. Additionally, the library has now transferred more than 300,000 items to the Archives and Research Center (ARC), located at STAR Park just south of the San Marcos campus.
We completed a website redesign and IT branding strategy for the Division of Information Technology and published guides such as our Website Owner’s Guide and Online Meeting Guide. We added customization to our Adobe Sign templates.
As you can see, we had a very productive 2019. I look forward to the many enhancements our division and staff will bring to the university in 2020!
Ken Pierce is Vice President for Information Technology and CIO.
