Title of Effective Practice: - California Postsecondary Education ...

Direct Connection to Policy Area 6 of The Illinois Commitment
Reorganization of Two Technology Units into One Integrated Information Technology Services Unit
University of Illinois - Springfield
What issue or need is addressed by the effective practice? The objective of the technology unit reorganization was to
provide comprehensive information technology services to the campus more efficiently and effectively. The reorganization
addressed the need to improve the reliability, quality, and security of technology services and to more effectively utilize
limited resources.
Description of the effective practice: In January 2006, the University of Illinois at Springfield (UIS) combined the Office
of Educational Technology and Campus Technology Services into one integrated unit called Information Technology
Services. In recognition of the importance of technology to the academic mission of the university, an Associate Provost for
Information Technology was appointed to oversee the new unit and to serve as the UIS Chief Information Officer.
Prior to the reorganization, Campus Technology Services was responsible for the network infrastructure, including email
and application servers, the help desk, and application software support. The Office of Educational Technology was
responsible for student labs, classroom technology, administration of course management systems and academic application
servers, and faculty/staff instructional training. There was significant overlap in the types of tasks performed, e.g.,
Education Technology provided server maintenance for Blackboard and UNIX, while Campus Technology Services
provided server maintenance for Email and auxiliary systems such as DNS (Domain Name System) and DHCP (Dynamic
Host Configuration Protocol). There also was insufficient cross training (for several mission critical areas, there was only
one person with the necessary expertise); confusion among faculty, staff, and students regarding who to call for particular
types of technology assistance; difficulties with communicating and coordinating among the units; and the lack of a means
for planning and determining technology priorities university-wide.
How does this practice achieve sustainability? Through the reorganization, UIS was able to improve the quality and
level of technological services through more efficient utilization of technology staff and related resources.
What are the results/measurable outcomes? The reorganization has resulted in improvements in efficiency, quality of
services, and accountability. There has been a reduction in duplication of tasks, e.g., there is now only one system
administration team responsible for maintaining all systems. Other improvements include increased cross-training of staff,
expanded hours for the help desk, and increased depth of staffing and better emergency response procedures for critical
systems, such as the email system, the university’s website, and the course management system.
Prior to the reorganization, there had been several instances where critical components, such as the university’s webpage,
had been down for periods that exceeded acceptable professional norms. Following the reorganization, efforts were
undertaken (e.g., development of a new backup system and establishment of written documentation of procedures) to
decrease the likelihood of a reoccurrence of this type of problem. To date, no significant downtimes have occurred since the
reorganization.
There also is a more streamlined process for coordination of technology services and for the prioritization of technology
service and equipment needs. The Information Technology Services unit has developed the first Information Technology
Strategic plan for the campus. The unit also has documented internal policies and procedures and has developed a new set
of documentation and technology guides. Students, faculty, and staff are encouraged to contact the Technology Support
Center, which is a sub-unit within Information Technology Services, for assistance with technology questions.
The academic role of information technology and internal accountability for technology services has been enhanced by
appointing a new Associate Provost for Information Technology that reports directly to the Provost and is a part of the
Provost’s Team that meets on a regular basis.
Contact Information
Name: Bevery Bunch
Email: bbunc1@uis.edu
Phone: (217) 206-6080
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