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


UITS User Survey

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%).

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Last revised 03 February 1999
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