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Services and Support

  

Bloomington Campus FY 99-00 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*
   
1. Account Administration $219,636 $0.97/userid/year
226,655 userids		 $4.93action
44,529 actions on accounts		 91.0%
2. Authentication Services $101,960 $37.49/card
2,720 Safeword Cards		   75.0%
3. Cable TV $152,611 $10.17/drop/month
1,250 drops		   NA
4. Classroom Support and Mobile Equipment Delivery $1,368,288 $76.02/delivery
18,000 deliveries		 $67.56/student
20,252 students		 80.8%*
5. Computer Installation and Repair $640,374 $168.56/work order
3,800 work orders		 $72.23/hour
8,865/hours		 77.8%*
6. Conferencing $52,350 (No Measurements)   NA
7. Data Archival/Retrieval $87,250 $0.03/MB
2,933,944 MB		   NA
8. Departmental Computing Support Delivery $496,514 $95.98/faculty/staff
5,173 faculty/staff		 $2,758.41/school/ unit/ dept
180 schools/units/depts		 76.3%
9. Education Program        

    TIPS/STEPS Classes

 120,798 $3.64/enrollment
33,177 enrollments		 $686.35/class
176 classes		 85.0%

     

   $343.18/hour
352 hrs of class delivery		    

    PROSTEPS/OUTLOOK Classes

 23,860 $25.12/enrollment
950 enrollments		 $284.05/class
84 classes		  

     

   $81.16/hour
294 hrs of class delivery		    
10. Electronic Lockers $87,250 $11.46/user
7,614 bookbag users		 $2,029.07/GB
43GB		 80.7%
11. Global Name Space Management $139,601 $0.57/record
244,655 records		 $2.05/account
68,000 accounts		 NA
12. Instructional Technology Support/CTL $211,941 (No Measurements)   92.1%
13. Instructional Computing $349,001 (No Measurements)   90.5%
14. Listserv $52,350 $52.35/list
1,000 lists		 $0.19/posting
282,025/postings		 83.5%

     

   $0.0008/each
69,013,284 mailings		 $5.53/subscriber
9,464 subscribers		  
15. Media Production $470,523 $1,936.31/workorder
243 workorders		   84.4%
16. Messaging/Electronic Mail $610,753 $13.72/account
44,500 accounts		 $0.027/message
22,500,000 messages/year		 84.8%
17. Microsoft NT Technology Deployment       NA
18. Networks:       90.5%

    Integrated Network Services

 $491,344 $286.50/reception/originations
1,715 receptions/originations		   NA

    Internet

 $120,518 $0.002/1000 packets
$59,086,884,375 packets		   88.9%*

    IUPUInet

 $2,122,833 $0.00737/1,000 packets
287,766,000,000 packets		 $223.01/connection/year
9,519 connections		 88.9%*

    IUnet

 $193,850 $ 0.0047/1,000 packets
41,612,306,343 packets		   88.9%*

    Remote Access

 $105,000 $282,26/line/year
372 lines (modems)		 $0.04/call
2,597,777 calls answered		 70.8%
19. Newsgroups $52,350 $0.15/document
345,600 documents/yr		 $0.005/article
9,726,120 articles sent/yr		 82.96%
20. Other Applications $522,605 $72.89/hour
7,170 hours		   NA
21. Publications/Documentation:        

    Electronic Publications Design (Web)

$223,911 $710.83/document
315 documents produced		 $0.23/document
989,557 documents distributed		 90.5%

    Public Info (Newsbit, Metromail, Jag News)

$111,956 $2,153/document
52 documents produced		 $0.50/document
225,171 documents disbtributed		 90.5%

    Technical Documentation

 $37,319 $7,463.80/document
5 documents produced		 $5.33/document
7,000 documents distributed		 87.4%
22. Research Computing $52,350     83.6%
23. Security Administration $87,250 $0.38/userid/year
226,655 userids		   93.8%
24. Software Site-Licenses $59,576 $2.27/faculty/staff/student
26,233 faculty/staff/students		   NA
25. Student Computing Facilities (Clusters):        

    Consulting

 $506,724 $0.38/seat/hour
1,338,801 seat hours		   89.1%

    Support

 $609,478 $0.46/seat/hour
1,338,801 seat hours		   95.8%*
26. Support Center:        

    E-mail Consulting

 $7,021 $1.19/contact
5,890 contacts		 $8.53/hour
823 hours available		 83.9%

    Knowledge Base

 $8,897 $0.11/contact
81,440 contacts		 $1.02/hour
8,760 hours available		 83.9%

    Telephone Consulting

 $355,121 $7.14/contact
49,746 contacts		 $96.19/hour
3,692 hours available		 88.1%

    Walk-in Consulting

 $31,200 $2.08/contact
15,011 contacts		 $8.45/hour
3,692 hours available		 90.0%
27. System Servers $735,920 $18,398/server
40 servers		 $1,362.81/GB
540 GB		 NA
28. Telephone Services:        

    Cellular

 $165,310 $55.10/phone/month
250 phones		   95.4%

    Consulting and Support

 $413,926 $61.95/add/move/change
6,682/adds/moves/changes		   96.7%

    Dial Tone

 $2,850,760 $21.50/line/month
11,050 lines		 $0.034/call
83,500,000 calls		 97.5%

    Directory Publication

 $52,010 $3.47/directory
15,000 directories		   94.1%

    Long Distance

 $521,954 $0.30/call
1,731,216 calls		 $0.11/minute
4,815,279 minutes		 96.0%

    Paging

 $439,147 $9.15/pager/month
4,000 pagers		   97.2%

    Special Services

 $1,122,300 $603.39/month
155 bills/month		   NA

    Switchboard Information

 $848,937 $0.50/call
$1,708,876 calls		 $96.91/hour
8,760 hours		 91.0%

    Teleconference Calls

   1,100 calls   98.2%
29. Virtual Reality $94,792 $13,541.71/project
7 projects		 $59.24/hour
1,600 hours		 NA
TOTAL $18,129,418      
*Classroom Support and Mobile Equipment Delivery satisfaction rating is the average of; the ratings specific to Delivery of Instructional video via
Interactive Multimedia Distribution System (IMDS)(72.73%) and Instructional Technology Resources (classroom A/V equipment consulting, delivery,setup, and maintenance, LCD panels, equipment availability)(88.89%).
*Computer Installation and Repair satisfaction rating is the average of the ratings specific to Computer hardware installation and repair (78.72%) and Software installation and maintenance (76.84%).
*IUPUInet, Internet and IUnet satisfaction rating are the average of the ratings specific to Reliability of office or laboratory direct network connection (89.7%) and speed of office or laboratory direct network connection (88.1%).
*Student Computing Facilities (Clusters) Support satisfaction rating is the average of the ratings specific to Student Technology Centers hardware (95.13%) and Student Technology Centers software (96.51%).

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