Finance Office
About UITS
IT News and Events
Mission, Plans, and Accomplishments
Leadership
UITS Divisions
TLIT
TCOM
UIS
RAC
Services Directory
Find UITS People and Groups
Press Room
Search UITS:

Advanced Search

Ask for Help
Knowledge Base
Services Directory
 Find UITS People and Groups
Notices and Alerts

UITS Home
IT News and Events
Services and Support

  

Bloomington Campus FY 97-98 Report on Cost and Quality of Services

NOTE:  The report on Cost and Quality of Services is prepared using budgeted expenses for the fiscal year.  This year's budget is the first to include the budgeted expenses funded by the Special State Appropriations for IT (the Strategic Plan funding).  These funds were used to support many of the services listed below.  In many cases the expenses were budgeted in this year to reflect anticipated purchases or upgrades of hardware or software.  The corresponding change in metrics or in user satisfaction may lag behind the expenditure due to many factors, including the timing of installations, learning curves surrounding the new technology, and user adoption rates.

ABC Glossary

Service Annual
Cost		 Unit
Cost/Level		 Unit
Cost/Level		 User
Satisfaction
Overall user satisfaction with UITS services 97.3%
1. Account Administration $171,840 $.62/userid/year
279,210 userids		 $3.12/action
55,016 actions on accounts		 93.1%*
2. Authentication Services $85,906 $15.10/SafeWord card
5,690 SafeWord cards distributed		 $0.31/userid/year
279,210 userids		 NA
3. Cable TV $295,153 $2.67/drop/month
9,200 drops		 NA
4. CICA: $381,546 91.6%

    General Programming & Workstation Consulting
$198,906 $33.15/hour
6,000 hours		 $6,215.81/project
32 projects

    Media Services (audio and video development)
$18,765 $37.53/hour
500 hours		 $3,127.50/project
6 projects

    Technology Exploration
$58,759 $39.17/hour
1,500 hours		 $4,896.58/project
12 projects

    Visualization Consulting
$105,116 $52.56/hour
2,000 hours		 $7,508.29/project
14 projects
5. Classroom/Lab Computing Technology $163,609 $4.68/student served
34,937 students served		 NA
6. Computing Infrastructure (DCIM, etc.) $25,756 $0.09/userid/year
279,210 userids		 NA
7. Conferencing $82,034 $12.39/user/year
6,622 defined users		 $788.79/conference
104 conferences		 NA
8. Data Archival/Retrieval $738,094 $500.06/GB
1,476 GB		 NA
9. Database Administration $319,258 $1,877.99/GB
170 GB of data		 $2,455.83/database/year
130 databases		 NA
$13,880.78/server/year
23 servers
10. Database/Data Management Support $458,225 $38.12/user contract
12,020 user contacts		 $116.60/system
3,930 distributed DB systems		 89.4%
$134.77/DBA contact
3,400 DBA contacts
11. Decision Support Systems $635,555 $354.46/account/year
1,793 accounts		 $0.0010/input/output
668,203,766 inputs/outputs processed		 95%*
$841.79/datastructure/year
755 datastructures
12. Departmental Computing (NCI grants) $924,201 $2,310.50/workstation
400 faculty/staff workstations		 NA
13. Departmental Computing Support Delivery: $911,800

    Advising and Departmental Services
$406,102 $62.09/faculty & staff/year
6,541 faculty & staff		 $1,692.09/dept/center/institute
240 depts, centers and institutes		 88.9%
$2,030.51/LSP/year
200 Leverage Support Providers

    Distributed Support Infrastructure (PICS)
$282,937 $43.26/faculty & staff/year
6,541 faculty & staff		 $1,178.90/dept/center/institute
240 depts, centers and institutes
$1,414.69/LSP/year
200 Leverage Support Providers

    Hardware/Software Acquisition Consulting
$102,782 $15.71/faculty & staff/year
6,541 faculty & staff		 $428.26/dept/center/institute
240 depts, centers and institutes		 93.1%*
$513.91/LSP/year
200 Leverage Support Providers

    Infrastructure Application & Technology Assessment
$119,979 $18.34/faculty & staff/year
6,541 faculty & staff		 $499.91/dept/center/institute
240 depts, centers and institutes		 NA
$599.90/LSP/year
200 Leverage Support Providers
14. Education Program: $511,089

    Education/Certification
    (ED/Cert) Programs
$75,254 $278.72/student
270 students		 $6,841.27/class
11 classes held		 88.2%
$268.76/hour
280 hours of instruction		 93.8%

    General Computing Classes
$195,519 $33.97/student
5,755 students		 $498.77/class
392 classes held
$124.69/hour
1,568 hours of instruction

    InfoShares
$6,973 $21.13/student
330 students		 $387.39/class
18 classes held
$145.27/hour
48 hours of instruction

    Jumpstart Classes
$230,753 $20.85/student
11,065 students		 $295.84/class
780 classes held
$147.92/hour
1,560 hours of instruction

    Self-study Programs
$2,590 $0.52/student
5,019 students		 $18.11/course
143 courses offered
15. Electronic Lockers $443,194 $11.05/user/year
40,106 users		 $1,477.31/GB/year
300/GB capacity		 85.8%
16. Electronic Text Resource Service: $146,531 98.3%

    Consulting
$27,562 $14.03/contact
1,964 contacts

    Education
$11,459 $93.16/contact
123 contacts

    On-line Information Resources
$59,731 $0.05/access
1,164,078 Web/Gopher accesses

    Public Workstation Access
$47,779 $13.87/use
3,446 uses
17. Financial & Human Resources Systems (FIS, HRIS, etc.) $2,057,483 $0.0660/transaction
31,160,000 on-line transactions		 $164.73/hour
12,490 development hours		 93.7%
18. Global Name Space Management $80,454 $0.29/userid/year
279,210 userids		 NA
19. High Performance Computing $510,734 100%

    IBM SP
$255,620 $438.46/account/year
583 accounts		 $1.86/node hour
137,655 CPU hours utilized

    Origin 2000 (SCAAMP)
$255,114 $1,903.84/account/year
134 accounts		 $0.96/node hour
266,405 CPU hours utilized
20. Information Retrieval (InfoCenter) $766,597 $707.19/account/year
1,084 accounts		 $2.27/query
337,472 queries run		 NA
$391.92/dataset/year
1,956 datasets
21. Instructional Technology Support/TLTL $405,442 $140.68/contact
2,882 contacts		 $47.29/hour
8,574 hours		 95.2%
$1,529.97/project
265 projects
22. Instructional Computing $283,085 $17.02/account/year
16,632 instructional accounts		 $22.10/CPU hour
12,808 CPU hours utilized 		95.4%
23. Library Systems $1,161,488 $0.0138/transaction
84,079,000 on-line transactions		 $187.43/hour
6,197 development hours		 93.5%
24. Listserv $27,213 $0.30/subscriber/year
90,000 subscribers		 $80.04/list
340 lists		 95.6%
25. Messaging/Electronic Mail $470,351 $0.0017/message
270,000,000 messages delivered		 $9.80/account/year
48,000 mail accounts		 95%
$0.37/MB
1,258,321 MB received
26. Networks: $4,062,123

    Integrated Network Services
$1,439,924 (Statistics being compiled) NA

    Internet
$853,615 $0.0124/1000 packets
68,796,000,000 packets		 95.9%*

    IUBnet
$1,039,811 $0.0024/1000 packets
428,198,400,000 packets		 $56.12/connection/year
18,529 network connections

    IUnet
$322,714 $0.0083/1000 packets
38,745,000,000 packets

    LANs
$84,793 $155.87/LAN/year
544 IUB LANs		 88.6%*

    Remote Access
$321,266 $464.93/line per year
691 lines (modems)		 $0.05/call
7,000,000 calls answered		 71.2%*
27. Newsgroups $101,246 $0.02/connection
5,583,938 IUB reader connections		 $0.0009/article read
109,347,202 articles read		 92.5%
28. Other Applications $701,205 $99.22/hour
7,067 development hours		 NA
29. Printing and Other Output $472,472 $0.33/job printed
1,422,676 jobs printed		 $1,178.23/print queue
401 print queues		 92.2%*
30. Publications/Documentation: $349,115

    Electronic Publications Design
$107,748 $0.09/document
1,137,258 documents distributed		 $619.24/document
174 Web documents produced		 89.2%

    Public Information
$89,864 $2.08/document
43,160 documents distributed		 92%

    Technical Documentation
$151,503 $4.44/document
34,151 documents distributed		 92%
31. Research Computing $1,633,866 $568.89/account/year
2,872 accounts		 $10.74/CPU hour
152,122 CPU hours utilized		 94.2%
32. Security Administration $694,774 $2.49/userid/year
279,210 userids		 $15,790.32/product/system
44 products/systems acted on
$38,598.56/project
18 projects worked on
33. Software Site-Licenses $427,606 $3.76/Faculty/Staff/Student
113,726 Faculty/Staff/Students		 87.1%*
34. Stat & Math Center: $232,981 97.2%

    Extended Consulting
$52,537 $2,101.48/contact
25 contacts

    Hardware/Software
    Acquisition Consulting
$38,399 $55.41/contact
693 contacts

    On-line Information Resources
$8,472 $0.03/contact
298,538 contacts

    Telephone, E-Mail & Other Walk-in Consulting
$133,573 $34.57/contact
3,864 contacts
35. Student Systems (Registration, FAMS, etc.) $2,362,291 $0.0346/transaction
68,349,000 on-line transactions		 $156.93/hour
15,053 development hours		 97.1%
36. Student Technology Centers: $4,568,603

    Consulting
$1,066,902 $0.34/seat/hour
3,118,293 seat/hours		 $1.37/contact
780,000 contacts		 91.1%
$30.54/student/year
34,937 IUB Students (IU Fact book)

    Hardware
$2,718,627 $0.47/seat/hour
5,838,534 seat/hours		 $2,436.05/seat/year
1,116 seats		 93.1%
$77.82/student/year
34,937 IUB Students (IU Fact Book)

    Software
$783,074 $0.13/seat/hour
5,838,534 seat/hours		 $701.68/seat/year
1,116 seats		 96.6%
$22.41/student/year
34,937 IUB Students (IU Fact Book)
37. Support Center: $1,122,664

    E-mail Consulting
$90,800 $7.04/contact
12,892 contacts		 $39.56/business hour
2,295 business hours		 NA

    Extended Consulting
$38,148 $138.22/contact
276 contacts		 $124.67/business hour
306 business hours		 NA

    Knowledge Base
$372,922 $0.11/Web hit
3,279,873 Web hits		 $42.57/business hour
8,760 business hours		 86.3%

    Telephone Consulting
$370,157 $5.26/contact
70,421 contacts		 $161.29/business hour
2,295 business hours		 85.7%

    Walk-in Consulting
$250,637 $4.04/contact
62,075 contacts		 $109.21/business hour
2,295 business hours		 92%
38. Telephone Services: $10,614,285

    Cellular
$73,882 $15.39/phone/month
400 phones		 91.7%

    Conference Calls
$74,416 $255.73/call
291 calls		 94.6%

    Consulting and Support
$289,250 $27.59/work order
10,483 work orders		 96%

    Dial Tone
$4,804,423 $21.00/line/month
19,061 lines		 93.2%*

    Directory Publications
$114,924 $2.14/directory
53,730 directories		 94.6%

    Long Distance
$3,799,483 $0.17/minute
22,814,968 minutes		 $0.86/call
4,396,480 calls		 89.1%*

    Paging
$46,140 $7.85/pager/month
490 pagers		 93.1%

    Switchboard Information
$574,141 $0.66/call
873,536 calls		 $65.54/hour
8,760 hours		 97.9%

    Telephone Repair
$837,626 $194.98/work order
4,296 work orders		 96.1%
39. University Telecommunications: $219,879 NA

    Voice Systems Design Support
$98,010 $70.56/hour
1,389 hours

    Telecom Consulting
$121,869 $48.75/hour
2,500 hours
40. Unix Workstation Support $293,155 91.6%

    Extended Consulting
$138,560 $115.47/contact
1,200 contacts

    Hardware/Software Acquisition Consulting
$58,839 $3,922.60/contact
15 contacts

    On-line Information Resources
$39,532 $0.0055/Web hit
7,200,000 Web hits

    Telephone, E-mail & Other Walk-in Consulting
$56,224 $33.07/contact
1,700 contacts
41. Usability Testing $76,975 $59.17/hour
1,301 hours		 $5,131.67/project
15 projects		 NA
42. Virtual Reality $134,807 $33.70/hour
4,000/hours		 $3,744.64/project
36 projects		 NA
43. WWW/Gopher/FTP $505,822 $0.0030/access
170,500,000 accesses to central servers		 $418.73/account/year
1,208 information provider accounts		 97.5%
$40.53/contact
12,480 information provider contacts
TOTAL $40,630,507 97.3%
*Account Administration satisfaction rating is specific to online UITS sign up system for computer accounts.
*Decision Support Systems satisfaction rating is the average of ratings specific to Decision Support Software (90%)
and Financial Systems Reporting via Data Direct/Web browsers (100%).
*Departmental Computing Support Delivery: Hardware/Software Acquisition Consulting satisfaction rating is specific
to ACCESS Microcenter.
*Networks: Internet, IUBnet and IUnet satisfaction rating is the average of ratings specific to reliability of office or laboratory direct network connection (97.4%) and speed of office or laboratory direct network connection (94.3%).
*Networks: LANs satisfaction rating is specific to LAN lab support.
*Networks: Remote Access satisfaction rating is the average of ratings specific to standard (terminal) dial-in modem services (80%) and extended (PPP, etc.) dial-in services (62.3%).
*Printing and Other Output satisfaction rating is the average of ratings specific to printing from University Information System to local/departmental printers (98%) and to central printers at IUPUI Printing Services (86.4%).
*Software Site-Licenses satisfaction rating is the average of the ratings specific to getting software via SoftServe (81.9%) and IUWare CD-ROM (92.3%).
*Telephone Services: Dial Tone satisfaction rating is the average of the ratings specific to campus housing telephone service (90.1%) and campus office telephone service (96.3%).
*Telephone Services: Long Distance satisfaction rating is the average of the ratings specific to campus housing long distance service (83.1%) and campus office long distance service (95.1%).

Back to top

 
Last updated: 13 October, 2003
Copyright 2003, The Trustees of Indiana University