Office of Information Technology

OIT Annual Report 2022-2023

This report highlights accomplishments during the academic year

4.86

Avg. customer rating out of 5

72

Total Projects Completed

24,070

Customer Requests Resolved

20

OIT Strategic Initiatives

5,616

OIT chatbot interactions

OIT Mission

We empower students, faculty, and staff through technology

OIT Strategic Priorities

  • Student Success
  • People First 
  • Service and Organization Evolution 
  • Operational Excellence
  • Secure, Private, and Equitable by Design 

OIT Values

  • People
  • Integrity
  • Collaboration
  • Resourcefulness
  • Service
  • Fun
  • Diversity, Equity, and Inclusion

Student Success

We enable student success by using technology to remove barriers to access, increase engagement, and improve retention. We design our systems and services for students, actively seeking and embracing student feedback to inform our collective understanding of how technology can enhance the student experience.

Two female students sitting across from each other outside, talking and working on their laptops

★ Enhanced myPSU replaces Banweb for Students

myPSU has been upgraded to an improved central hub for students to access digital resources such as class schedules, grades, account balances, financial aid information, and links to other resources and school tools. This moves the student experience out of Banweb, and eventually students will no longer log directly into Banweb.

★ OIT Helpdesk AI-Powered Chatbot

OIT has implemented the Ivy.ai chat bot on the pdx.edu/technology webpage to offer 24/7 support and quick access to information for our customers. The new chat bot, nicknamed “Kit”, uses the PSU Help Center’s knowledge base and AI learning to formulate the best response and connect customers who need further assistance to a live agent during business hours.

Improved Access to Hardship Funds

In collaboration with the Office of Financial Aid and the Office of Student Success, OIT developed a solution to distribute hardship funds directly to the student, rather than applying them to their bill. This allows PSU to centralize the hardship fund application process in Scholarship Universe, which provides students with a single place to search, and gets the funds in the students hands sooner.  

★ New Student Account Creation Improvements

A complicated or error-prone account claim process can give students a negative early experience of PSU. In collaboration with the Admissions office, OIT has improved PSU’s student account claim process, making it easier for students to successfully complete the account creation process and fixing some issues that were commonly reported by students.

★ WiFi in the Park Blocks and Urban Plaza

OIT, in coordination with facilities, has expanded outdoor WiFi coverage for PSU students, faculty, and staff. This expansion added roughly 50,000 square feet of outdoor WiFi access to the Park Blocks and Urban Plaza, which were previously not covered by PSU’s WiFi. Better coverage leads to easier student access to all their services.

New Student Orientation Improvements

In collaboration with Undergraduate Admissions (UA), OIT developed a solution in Slate that allows newly admitted students to register for orientation, and provides UA with tools to track and communicate with them. This brings more of the new student experience into a single tool, and provides UA with autonomy to improve the process over time.

 

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People First

Everything we do in OIT begins with our people. We place a high value on work-life balance, employee growth, and a culture of inclusion. We aim to foster an environment where all people with diverse backgrounds and lived experiences feel a sense of belonging and are provided opportunities for community, mentorship, and professional growth.

OIT employees taking a group picture after walking together

★ Inclusive Language Foundations

As a department, we inherit the legacy of non-inclusive language that permeates the information technology and higher education fields. OIT has identified over 600 non-inclusive terms within OIT-owned public facing documentation and websites. OIT has established a communication, content support, and training plan for OIT’s 100+ employees. The primary goal is to replace these terms with inclusive language, while providing a shared foundation for understanding and designing with inclusive language in mind from the beginning.

★ OIT Support Team Staff Recalibration

With faculty, staff and students returning to campus for on-site courses, OIT has transitioned student employee positions into full-time Helpdesk professional positions. This provides OIT with a more stable workforce and availability of staff as well as an increased level of professionalism and support from the Helpdesk.

★ OIT Work Environment Evolution

OIT surveyed employees to gain insight about work environment and culture, in order to better understand the current needs and challenges for employees. One of the many initiatives this feedback informed is the creation of our Work Location Standard which equitably provides all OIT employees with the flexibility to improve their work/life balance while meeting the needs of campus.

OIT Diversity, Equity, and Inclusion (DEI) Resources

OIT has established resources to foster a culture of inclusion that start with each employee's commitment to developing their own journey of growth within Diversity, Equity, and Inclusion (DEI) topics. We have created a shared Google calendar for OIT employees that highlight DEI programming at PSU, in OIT, and in the community. 

Lactation and Family Room Access and Security Enhancements

OIT and Services for Students with Children (SSWC) collaborated to develop request forms for faculty, staff, students, and visitors to access the Official PSU Lactation Rooms and Family Resource Rooms on campus. This OnBase solution allows SSWC to track requests and change codes to ensure secure and available spaces.

 

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Service and Organizational Evolution

We take an intentional and iterative approach to the evolution of our operations and organizational structure, focusing on the value of the services we provide to the PSU community. We strive to be the University’s trusted partner, offering sustainable solutions and services that build on equitable and scalable practices.

OIT staff in a conference room conversing with posters and post-its on the walls

★ Current Student Communications Strategy Development

OIT met with campus leadership to discuss Customer Relationship Management (CRM) needs and strategy, and gained broad agreement to explore using Slate for current student communications. A Slate Feasibility Study is underway to learn what capabilities Slate can provide and if it will meet the needs of PSU.

★ Research Computing Funding Model

OIT has identified and implemented a new process to provide long-term funding for research computing support. This funding method will support high performance computing clusters and other research computing services. It will also bring additional research grant funds to PSU and provide more research computing opportunities for students.

★ Enhanced IT Project Prioritization

OIT developed a new framework to prioritize projects to more closely align with strategic priorities, especially in cases where teams have limited capacity to take on new work. This framework helps OIT dedicate the limited resources we have to projects that provide the most value for PSU.

Digital File Storage for the Oregon Center for Childhood Development (OCCD)

OIT partnered with the OCCD to develop a digital file storage solution in OnBase. This reduces the amount of paper files stored in their office, and will improve retrieval of applications and correspondence with childcare providers and professionals across the state.

Brass Key Request Process Improvements

OIT and Facilities undertook a business process analysis (BPA) of lockshop key requests, which relied on manual data entry. The BPA successfully identified barriers and opportunities for improvements, informing changes that improved the overall customer service experience, data integrity, and security. 

Modern Call Center Selection and Pilot

In collaboration with front line student support units, OIT conducted a selection process for a new and improved call center solution for campus. After evaluating several market leaders, Amazon Connect was selected as the solution of choice and was deployed to the OIT Helpdesk to pilot the service, which allows the Helpdesk to provide better assistance to PSU users.

Faxing Solution Modernization

In prior years OIT maintained and used an on-premises faxing solution called RightFax, which only worked in a Windows Server environment that is no longer supported. OIT has deployed a new hybrid-cloud version of RightFax that allows PSU users to continue using faxing services in a more secure and supported web-based environment.

Automation of Instructional Credit Attribution

In partnership with the Office of Institutional Research and Planning, OIT created an instructional attribution data set that will provide PSU administrators with information for resource planning, faculty load metrics, and help to ensure transparency within academic unit contributions for instruction given outside of their area.

★ Next Generation Cloud Platform for PDX.edu

OIT transferred website hosting for PDX.edu to a new cloud hosting architecture in Amazon Web Services. This transition provides increased visibility into infrastructure architecture and operations, which in turn improves the quality of services and response times provided to campus partners. Additionally, it has an added benefit of significant annual recurring savings and will increase the professional skill set of the Web Services team members.

★ Do Less, More Efficiently

To serve the University effectively in a budget-constrained environment, OIT aims to focus effort on its highest-value services. Removing lower-value services and features and increasing operational efficiency are two key aspects of realizing this goal. This year, OIT worked together to discover specific opportunities for service reduction and process improvement: 18 initiatives were selected and are underway!

Build Amazon Web Services (AWS) Integration Framework

OIT implemented a new AWS integrations framework that doubled-down on existing systems and growing expertise. The new framework improves security and streamlines integration development, allowing OIT to deliver integrations more efficiently.

ALEKS for Chemistry Placement Tests

In coordination with the Chemistry department and the Office of Student Success, OIT implemented the necessary integrations for a new chemistry placement test and remediation tool via the ALEKS software. This ensures students are placed into the appropriate level Chemistry course, with the goal of improving student success in CHEM 221, and thereby improving persistence.

Optimize Support Resources

Coupling quantitative data from over 31,000 support tickets with qualitative feedback from both campus stakeholders and helpdesk coordinators, OIT identified 16 technology issues that represent the most prevalent pain points for campus customers. OIT used this research to improve the support content associated with these issues, focusing on accessibility, usability, and universal design for learning in an effort to facilitate more effective self-service for OIT customers.

Prospect Management for the Center for International English Learning (CIEL)

CIEL was previously tracking prospective students in a variety of ways. OIT partnered with them to develop an inquiry form and shared inbox within Slate to centrally manage all prospective students for the CIEL program. This also provides Enrollment Management with better visibility of inquiries across PSU and will help streamline the handoff of english as a second language (ESL) for undergraduate prospects to Enrolment Management.

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Operational Excellence

Supporting end users and maintaining infrastructure and information systems critically impact the quality and equity of the PSU community's technology experience. We define, measure, and celebrate operational excellence, driving ongoing improvement by embracing best practices and leveraging shared expertise.

OIT employee providing a walkthrough of a classroom podium to a professor

Enterprise System Upgrades

Enhancing Functionality to PSU Systems

We implemented a series of Banner upgrades that provide enhanced functionality to PSU’s administrative pages, and security updates to both the student and faculty self-service applications and Cognos.

Banner Integration with Kuali Build

OIT developed a Banner integration with Kuali Build software, to enable Research and Graduate Studies (RGS) to collect and track expenditure requests from researchers. Features will significantly enhance the centralized approach for processing expenditure transaction requests on sponsored awards.

Oracle and Banner Cloud Hosting Analysis

OIT worked with a consultant to develop an architecture design for hosting our next generation of Oracle and Banner servers in a commodity cloud provider. This allowed us to perform a detailed cost estimate to compare the cost of hosting Banner in our own data center versus in a cloud provider’s data center.

Staff Printer Server Upgrade

OIT initiated a necessary update vital to campus-wide printing services that involved migration to the latest Windows Server operating system. This migration allows PSU printing services to smoothly operate in a more secure and effective environment.

Upgraded Fourth Avenue Building (FAB) Power Infrastructure

OIT collaborated with Facilities and Capital Projects and Construction to improve and upgrade the University’s primary power infrastructure for the data center. We now use a more current standard that makes it easier to transition to new generators in the future.

 

Optimized Digital Accessibility and Content (DAC) Assets

In 2022, the Content and Communications and IT Accessibility teams merged to become the Digital Accessibility and Content (DAC) team. As a part of this transition and in an effort to optimize DAC support resources for OIT and the PSU community, over 961 digital assets were reviewed and assessed for continued value. This resulted in deprecating 796 outdated digital assets and the migration and optimization of 165 digital assets to a new centralized DAC wiki and Google Shared Drive.

Joined the Open Science Grid Consortium

In fulfillment of a requirement within a National Science Foundation grant that was used to purchase 10 graphics processing unit (GPU) servers for the Coeus high performance computing cluster, OIT allocated 20% of the GPU server resources to the Open Science Grid Consortium for distributed research computing.

Account Management System Upgrade

OIT upgraded to a newer version of SailPoint IIQ, in order to remain on a supported version. This upgrade helps to ensure that current Odin account functionality remains up to date, improves the performance of access provisioning and deprovisioning, and offers opportunities to simplify maintenance of the system.

Campus Microsoft Office 2021 Migration

To maintain security and provide users with new features, OIT migrated PSU to Microsoft Office 2021 for Windows and MacOS users. Faculty, staff, and students can now enjoy Microsoft’s Office 2021 on all PSU-owned devices.

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Secure, Private, and Equitable by Design

Security, privacy, and equity are fundamental when we select, design, and implement information services. By using proven practices in cybersecurity, data management, and inclusive design, we build a culture of shared responsibility which recognizes that technology can reduce barriers while respecting and protecting individuality, privacy, and confidentiality.

Two OIT employees showcasing a phone that has the DUO secure connection app displayed on its screen.

★ Online Security Training for PSU Employees

OIT has provided PSU staff with information security training which will support risk reduction through increased security awareness, enhanced efficiency through support to researchers, and advancing the maturity of information security knowledge among staff. 

PDF Software Alternatives Discovery and Adoption

Following a strategic PDF software alternatives discovery project, OIT chose to move forward with the adoption of a more sustainable and affordable PDF software alternative to Adobe Acrobat Pro, Foxit PhantomPDF.

Student and Employee Digital Accessibility Improvements

In response to reported accessibility barriers within a key OnBase form and the Banner course registration hub; OIT partnered with the Office of Global Diversity and Inclusion to address those issues. We then engaged in audits of additional Onbase forms and major user pathways for the Banner Course Registration Hub. OIT remediated accessibility issues where feasible, reported code-based issues to the vendor for repair, and supported distributed OnBase coordinators with the remediation and maintenance of more inclusive and accessible department forms. 

Integrating Digital Accessibility into the Procurement Process

OIT wrapped up a three year collaboration with Contracts and Procurement Services (CAPS) and the Office of General Counsel (OGC) to ensure accessible digital procurement is a more transparent and approachable process. OIT established tiered, recommended language templates regarding digital accessibility expectation setting for vendors, supporting both procuring parties and vendors to understand potential barriers and accessibility requirements earlier in the process. 

★ Modern Anti-virus and Threat Detection 

OIT has modernized its campus endpoint and server protection service offering with CrowdStrike Falcon. This advanced endpoint detection and response solution provides the first line of defense against malicious actors, protecting PSU’s significant online presence from the increasing prevalence of online threats such as viruses, malware, and ransomware.

Incident Response Guidelines for Digital Accessibility

OIT created and published standardized best practices for campus technology system administrators in the area of Digital Accessibility Incident Response. These best practices included comprehensive resources, worksheets, and templates for systems administrators to use when made aware of prohibitive accessibility barriers associated with the systems they maintain. Incident response guidelines have been added to relevant OIT Standards and can be found in the PSU Help Center.

Digital Accessibility Basics Training Series

OIT refreshed the Digital Accessibility Basics Training Series in consideration of industry, policy, and standards updates.. This refresh focuses on digital accessibility best practices for digital content authoring platforms at PSU. This provided OIT the opportunity to update language and outdated content, as well as scale provision of current digital accessibility best practices and industry standards to the widest possible audience. 

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