Controlling Expectations The IT Magic Wand Laid to

Controlling Expectations: The IT Magic Wand Laid to Rest NERCOMP 2009 March 10, 2009 Copyright W. Lee Hisle, 2009. This work is the intellectual property of the author. Permission is granted for the material to be shared for noncommercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Connecticut College Environment Highly selective residential liberal arts college 1850 students, 200 faculty, 500 staff Key Systems: • • Sun. Gard Banner with Web. FOCUS Banner Self-Service Camel. Web/Luminis Moodle Connect-Ed Red. Dot CMS TMA EMS Copyright W. Lee Hisle, 2009.

Information Services Systems 2003 vs. 2009 2003 Sun. Gard Banner – all modules (Advancement, Finance, Financial Aid, Human Resources/Payroll, Student) Sun. Gard Self Service – Advancement Officers E~print (used for budget lookups) Evisions Intellicheck (payroll and accounts payable checks) Evisions Form. Fusion (transcripts, student tuition statements, advancement phonathon forms) Web. FOCUS (reporting tool used with both Banner and custom datamarts) Total – 6 systems 2009 Added: Axiom (automated solutions for data entry into Banner – Admissions applications, Admission SAT score loads, Advancement Research Prospect data entry, Alumni Reunion Registrations, Alumni On. Line Community, etc) EMS (Events Management System) TMA (Physical Plant software) Connect-Ed (emergency response system) Red. Dot Content Management System Luminis (real-time integration with Moodle for student course management) Total – 12 systems Copyright W. Lee Hisle, 2009.

Information Services Interfaces 2003 vs. 2009 2003 TIAA-CREF - retirement account deposits Federal and Connecticut State tax agencies Dept. of Education – Financial Aid CTW Library system: Ex. Libris Dining Services Nu. Vision system Various data research vendors – Advancement Total – 6 Interfaces 2009 Added: Fidelity/Emeriti – medical retirement account deposits National Student Clearinghouse for degree verification NCAA – college sports database Common Application – Admissions Campus Partners – student loans Camel. Web/Alumni On. Line Community Total – 12 Interfaces New systems proposed for FY 10 and FY 11: Adirondack Housing Foodservice Management Admissions CRM or Banner EMS One-Card Expansion Copyright W. Lee Hisle, 2009.

Information Services Programming Staff 2003 vs. 2009 2003 • • 1 Project Director 1 Dir. of Systems Integration 1 Dir. of Web Systems 1 DBA/Server Administrator 1 DBA/Info. Security Officer 4 Sr. Programmer/Analysts (1 Web; 3 Administrative) 2 Programmer/Analysts • TOTAL = 11 FTEs 2009 • • • 1 Dir. of Systems Integration 1 Dir. of Web Systems 1 DBA/Server Administrator 1 DBA/Info. Security Officer 4 Sr. Programmer/Analysts (incl. 1 for Web. FOCUS Reporting Software) (1 Web; 3 Administrative) 3 Programmer/Analysts (1 Web; 2 Administrative) • TOTAL = 11 FTEs NOTE: There have been 12 position changes during this 5 year period with average vacancy of 6 months. Copyright W. Lee Hisle, 2009.

Problems in IT Environment Pre-2008 Unrealistic Expectations: IT Magic Wand Relationship between resources and projects not clear: Too many projects for too few resources IS Gatekeeper: ineffective method for prioritizing projects Lack of buy-in by Senior Adm to be a part of the solution Lack of structured communication channel Lack of accountability on project status Copyright W. Lee Hisle, 2009.

Problems in IT Environment Key strategic areas of the college not getting appropriate level of service. • Admissions, Advancement, College Relations • Resources not matched to strategic projects or departments effectively Lack of commitment to skill maintenance • Productivity software • Administrative system software Copyright W. Lee Hisle, 2009.

Problems in IT Environment Staffing: • Programming staff turnover End of implementation Lack of attention to department Pressure from expectations • Key functional area positions vacant or non-existent Reporting environment – software and support– minimally effective • Users dissatisfied with product and results. Copyright W. Lee Hisle, 2009.

College Response: Research a Better Future Edutech International was invited to review state of information technology environment. • • Never a prophet in your own land Big picture Executive support—Report to Executive Information Technology, not Information Services Effective and efficient use of resources? Organizational structures in place? Areas for improvement? New resources needed? Where? Report submitted January 15, 2008 Copyright W. Lee Hisle, 2009.

Edutech Key Recommendations 1. Ensure priorities are set by user community, not Information Services 2. Improve Reporting Environment: Key to satisfying many needs 3. Reenergize and restructure IT oversight committee: i. Conn Steering Committee 4. Ensure Functional Lead staff are consistently described ----and available Copyright W. Lee Hisle, 2009.

College Response: Spring-Fall 08 Creation of IT Governance Charter • • Establishes executive level structure for communication, planning and decision making Establishes that success of IT is a campus-wide responsibility Establishes method to prioritize work based on objective criteria: Priority Determination Matrix Specifies committee leadership, membership and charges i. Conn Steering Committee Systems Integration Committee Copyright W. Lee Hisle, 2009.

College Response: Spring-Fall 08 IT Governance Charter • Implement Reporting Project IBI Web. FOCUS selected, with upgrades Commitment to training and project management • Institute Accountability Measures Monthly reports of progress Bottlenecks identified • Fill Functional Lead positions Copyright W. Lee Hisle, 2009.

Controlling Expectations Reality Triangle Copyright holder unknown.

Charter: Details i. Conn Steering Committee • Chaired by Senior Adm outside Information Services. • Membership: All senior staff (except president); faculty leadership; chair of SIC • Oversight and affirmation of SIC decisions/leadership • Monthly review of projects, timelines, resources • Strategic issues: Review of functional area vision: departmental needs Budget request development Copyright W. Lee Hisle, 2009.

Charter: Details Systems Integration Committee • All functional areas represented; Chair from membership (non-IS) • Creates and refines Priority Determination Matrix • All members judge all projects Members own process, not programmer • Self-enforced standards of behavior; norms established Project acceptance based on scores, not force of personality Copyright W. Lee Hisle, 2009.

Accountability: IS and Functional Areas Monthly Reports • • New Projects and Ratings Progress on Project Completion Status of Maintenance Activities Progress on “Grandfathered” Projects Semiannual Report from SIC to i. Conn SC Regular communication between committees regarding project priorities and resources Copyright W. Lee Hisle, 2009.

Controlling Expectations: Outcomes Senior Administrators “get it” and are part of solution Gatekeeping by Functional Areas, not IS Maintenance vs. Project Time: Ratio Understood Functional Leads/SIC members understand all projects—leads to better decisions about crossfunctional issues Resource limitations are understood Budget requests for IT are from SC, not IS Copyright W. Lee Hisle, 2009.

Issues yet to be resolved • Non-strategic area projects rarely get attention • Understanding and acceptance, but. . . • …and i. Conn SC can over-ride SIC ratings • Lack of technical and functional resources • New systems: Planning and budgeting process not completely integrated with process • Non-Emergency Emergencies Copyright W. Lee Hisle, 2009.

Handout IT Governance Charter IS Project Workflow IS Project Request Form and Priority Determination Matrix Reports: • New Projects and Enhancements • Maintenance Copyright W. Lee Hisle, 2009.

Questions: Beth Palazzo: Integration Committee and Priority Determination Matrix Karen Arremony: Administrative system resources – project completion and reporting Laurie Schaeffer: Web system resources– project completion Bruce Carpenter: Functional area staffing and key responsibilities Lee Hisle: Politics lee. hisle@conncoll. edu Copyright W. Lee Hisle, 2009.