Office of Information Technology

OIT Annual Report 2024-2025

4.90

Avg. customer rating out of 5

45

Total Projects Completed

17,486

Customer Requests Resolved

405

Operational Changes Completed

80%

OIT positive review of culture

This report highlights select accomplishments that OIT has led or been a significant contributor to during the 2024-25 academic year.

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

PSU Strategic Imperatives

  • Create clear pathways for our region’s learners to achieve their educational goals and provide a strong return on investment.
  • Lead the Pacific Northwest in serving minoritized students and boosting the college success rate.
  • Support and empower our employees and operations.
  • Drive Portland’s economic, social, and cultural resurgence.
     

 

decorative image showing computerworld best places to work in 2025

 

OIT was named one of Computerworld’s Best Places to Work in IT in 2025, for the eighth year in a row.

Projects listed below with a "★" signify that they were part of the OIT Strategic Plan for the academic year of 2024

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 students talking on the parkblocks

★ Data Driven Framework for Classroom Technology Decisions

In collaboration with campus partners, OIT created a data-driven framework for approaching classroom technology investment decisions, using a Classroom Technology Scorecard and an assessment criterion for room technology. These, in combination, allow for a more refined process and equitable and efficient distribution of technology across the university. 

★ Student Experience Feedback Methodology Developed

The Office of Student Success and OIT developed and deployed a standardized process for conducting surveys and user focus groups to obtain feedback from students on the digital tools provided to the campus. This feedback is being used to enhance user interfaces and application features within myPSU and other systems, meeting the real, evolving needs of PSU students.

Google Workspace for Education Plus Deployment

Google Workspace for Education Plus was deployed, bringing a series of improvements to the already robust Google Workspace for Education applications that PSU enjoys. The new improvements include greater security for the PSU community, expanded group structure for more granular permissions, and administrative capabilities.

Inclusive Access Classrooms Launch

OIT installed new inclusive access equipment in classrooms within the Broadway Residence Hall, Fairborz Maseeh Hall, and Vernier Science Center. These classrooms are now equipped with the latest Zoom Room technology, updated podium equipment, and redesigns that allow for more inclusive access.

Official Transcript Import Modernization

In partnership with Enrollment Management, OIT has automated the import of official transcripts for new applicants. The new process will reduce the time to release of decision letters by eliminating duplicate data entry.

★ EAB Navigate Migration to Slate for Student Success

To support ongoing efforts toward financial sustainability and an improved customer relationship management (CRM) system, OIT is supporting campus migration from EAB Navigate to Slate for Student Success as an enterprise-wide CRM system. This initiative involved a comprehensive discovery project to understand campus needs, evaluate system capabilities, and define integration requirements. 

A feasibility study concluded that Slate for Student Success offers a lower total cost of ownership while meeting PSU's needs for improved student support and communication. This project is currently in the implementation phase, with a planned deployment in the Fall term, aiming to centralize technologies and generate cost savings.

★ Student Experience Feedback Methodology Developed

The Office of Student Success and OIT developed and deployed a standardized process for conducting surveys and user focus groups to obtain feedback from students on the digital tools provided to the campus. This feedback is being used to enhance user interfaces and application features within myPSU and other systems, meeting the real, evolving needs of PSU students.

Amazon Connect Implementation

PSU’s aging call center system was replaced with Amazon Connect, a modern cloud-hosted contact center platform. Amazon Connect will improve PSU’s ability to provide high-quality customer service to students and fellow employees, and support our contact center agents with new back-end features and capabilities. This project was completed in partnership with the departments of Admissions, Advising, Campus Public Safety Office (CPSO), Financial Aid, Registrar, Student Financial Services, and Student Health and Counseling (SHAC).

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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 strive 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.

Three people, two women and man sitting outside conversing

★ Shared OIT Professional Development & Training

OIT reduced professional development funds for OIT employees to close the budget gap in fiscal year 2025. Access to professional growth and learning opportunities is inextricably linked to employee engagement, which is necessary to support the campus as new technologies emerge and adapt, and critical to organizational success. To ensure access to more affordable professional development, OIT coordinated OIT-wide shared learning opportunities. Topics were selected based on employee feedback and organizational needs. 

Restorative Justice Training

Communication and connection were two key themes pulled from the 2024 OIT Culture and Belonging assessment and 2024 all-staff meeting exercise. We invited a facilitator in to lead a Restorative Practices workshop on the topics of: 1) Fostering Trust, Healing, & Accountability through Restorative Practices, and 2) Navigating Team Dynamics. The primary goals of this training were:

  • Learn restorative principles and tools to build community and repair harms within the organization and teams.
  • Build trust and community by exploring working styles, communication preferences, perceptions and misconceptions, and conflict.

Communication, Feedback, and Accountability Training Series

In response to feedback from the 2024 Culture and Belonging assessment, OIT managers participated in a shared workshop on Communication, Feedback, and Accountability, facilitated by Kate Cockrill. The training focused on learning our own communication styles and the value of understanding how valuable feedback is to the growth of our teams and organization. As a team, we started thinking about leadership strategies for modeling, teaching, and shaping a healthy feedback culture within our teams. 

Generative Artificial Intelligence (AI) Training for All-Staff

As AI is evolving rapidly, along with its use in the higher education landscape, OIT invested in a shared AI workshop with Dr. Justin Lewis, an AI Ambassador and professor at Olympic College and Western Washington University. Dr. Lewis provided foundational concepts related to the various tools, explored concerns with AI, and provided an opportunity for OIT employees to explore the tools with a real-world example. OIT continues to invest in knowledge sharing and cross-training opportunities for employees as AI evolves quickly. 

Change Management Training Series

A substantial number of projects managed in the Office of Information Technology (OIT) have a high impact on the day-to-day operations of OIT staff and the broader PSU community. Change management is a critical component to projects that require end users to engage with technology in new or different ways; supporting OIT employees through significant changes; and readying our organization for adaptability and nimbleness to meet the evolving needs of students, faculty, and staff. This year, 30 OIT employees completed a ProSci Change Management course. In conjunction, a project team is defining change management more formally within the OIT project management framework. We aim to recognize the importance of this type of work and provide scaffolding for those who will be doing this work. 

decorative image with three individuals placing boxes on top of each other symbolizing teamwork

OIT Generative AI Exploration and Collaboration

OIT has created an AI Exploration and Collaboration group for OIT staff and PSU Technology Administrators. This is a monthly meeting, with a mix of training on various topics, AI updates, practicing, discussion, and sharing out. PSU embraces new technologies, including artificial intelligence, to the extent that they advance the university’s mission and values. This is an opportunity for our team to stay updated and skill up on how others in the university may be using AI, and how we can leverage it within our team.

★ People First Approach to OIT’s Financial Challenges

As OIT continues to face budget constraints, we remain committed to OIT’s people-first values.  Our thoughtful and intentional approach to budget reductions, prioritized support for employees,  and protected critical IT services, while meeting campus needs. We have intentionally engaged with employees to learn what services we can start, stop, or enhance to reduce costs, support campus partners, and serve students. OIT has held town hall meetings for staff, ensured clear communication, and provided opportunities for input, as employees are key to our success in facing our financial challenges together.

 

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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.

Person interacting with machine

★ OIT Generative Artificial Intelligence (AI) Services Developed

With a growing campus interest in the utilization of AI tools, OIT has created a Generative AI Service with a push towards providing tooling, training resources, and guidance related to AI and Large Language Model (LLM) tools. These resources will help to ensure improved security, privacy, and accessibility adherence as usage grows across PSU faculty, staff, and students.

★ WEPA Student Printing

This project modernized our student printing services by implementing a mobile-friendly, cloud-based, scalable print and scanning solution. Eleven Wēpa kiosks have been placed at nine locations across the campus, better serving our students where they are, and allowing them to print from the device of their choice. This implementation increases functionality and availability of the student printing services while reducing complex on-premise printing infrastructure and simplifying support processes.

Affiliate Account Process Improvement Implementation

In partnership with International Affairs, OIT reviewed and simplified the Affiliate Account process. This new process includes wayfinding improvements, simplified processes, and improved campus-facing communication and overall customer experience. The project continues our work towards the transition off Banweb to OAM and myPSU.

★ Cloud Storage Migration Planning

OIT responded to budget and modernization needs by evaluating options for network storage services across PSU. Through extensive campus outreach, including focus groups, OIT gained a deeper understanding of the various use cases and identified both strengths and weaknesses of PSU’s current storage options. This collaborative effort has culminated in a comprehensive report that will guide the University toward planning and implementing effective, modern cloud-based storage as the standard service offering.

★ Virtual First Stop and Atlassian Service Offering Expansion

Based on recommendations from the PSU Student Wayfinding Taskforce, OIT began the process of restructuring the PSU Help Center, expanding back-end routing functionality, establishing service level agreements, and developing scalable training and support materials to prepare Atlassian services and tools for use by non-IT units. These efforts support the centralization and optimization of customer wayfinding pathways for the PSU community and improved interdepartmental collaboration. In September 2025, the Office of the Registrar began using Confluence and Jira Service Management to support students, staff, and faculty. Additional frontline student services units will be brought into the Virtual First Stop in the coming year.

Google Voice Migration from Avaya

OIT has completed the transition from Avaya to Google Voice for all faculty and staff phone lines. This migration provides PSU with more modern call features and requires less maintenance/support management. With 2,700 lines, Google Voice provides our employees with several new avenues for making and receiving calls, including via a smartphone app and the web. Google Voice also allows for text messaging with your PSU phone number, and has options for automated call screening and spam filtering. 

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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.

Person sitting at a desk with tools working

★ Modernize Physical Access Systems & Services

OIT has partnered with several campus units to modernize PSU’s physical security software and systems, encompassing both access control and cameras. Over the past year, PSU completed a competitive RFP process and secured a new contract that offers long-term savings. Implementation of the new software is ongoing. 

★ Migrate Employee + Faculty Services off Banweb

In an effort to provide an improved digital experience for faculty, staff, and student employees, and in response to a required technology change, OIT successfully migrated the Employee Dashboard, Finance Dashboard, Faculty resources, and Advisor resources from Banweb to myPSU. The final decommissioning of Banweb is scheduled for the end of October 2025.

★ Schnitzer School of Art + Art History + Design Building Collaboration  

Bringing together programs offered in the Schnitzer School of Art + Art History + and Design, OIT supported the building's new technology and design focused on offering a tailored teaching experience for PSU Art students. Offering study nooks, display space, practice studios, and emerging design classrooms, this building achieves a decades-long dream with the Schnitzer School of Art.

Created PSU Endpoint Security Standard

Endpoint devices (i.e., desktops, laptops, smartphones, etc.) that connect to PSU networks are sources of risk to the confidentiality, integrity, and availability of PSU data and enterprise IT systems. The Endpoint Security Standard documents existing OIT endpoint management practices and can be referenced for specific use cases across PSU to prescribe a minimum set of security configurations and administrative controls for endpoints connecting to PSU computer networks and/or processing PSU non-public information.

Virtual Desktop Solution Management

Facing extremely high cost increases from our virtual server software provider, OIT evaluated alternative solutions. After a comprehensive review of alternatives, grounded in the needs of our environment, we determined that Hyper-V can serve as a viable replacement. Transition plans are underway.

★ Network Core Redesign

OIT is laying the groundwork for a new network architecture and significant infrastructure improvements at PSU by consolidating complex equipment into a central core, pulling new fiber optic cable to campus buildings, increasing network resilience, particularly during power outages, and achieving reduced costs.

★ PSU Employee Training Framework Support

In partnership with Human Resources (HR), Global Diversity and Inclusion (GDI), and Environmental Health Services (EHS), we are evaluating options to create a new critical training framework on a single software platform, with robust reporting capabilities.

Configuration Management Tool Update

Responding to evolving needs in tooling, OIT is strategically migrating from its long-standing use of Puppet to a new configuration management tool, Ansible. This transition is based on the successful use of Ansible for research computing clusters and will allow us to manage a more diverse set of resources, including cloud assets and APIs. By adopting Ansible, OIT will benefit from a simpler language and faster development cycles, increasing agility and reducing the complexity of our environment. This initiative will empower our teams with a modern, extensible tool, grounded in extensive community support, to better meet the demands of a dynamic landscape.

Data Integrations Improvements

To support campus demand and transition away from a legacy system, OIT has successfully developed an Amazon Web Services (AWS)-native successor to its custom framework for Banner integrations. These tools work together in Amazon's cloud to securely manage who can access PSU online services, run automated tasks, and monitor data to ensure our systems for integrating with Banner are fast, reliable, and secure.

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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.

Person standing and interacting with machinery

★ Enhanced Cyber Resiliency

OIT expanded and refined the current IT disaster recovery (DR) plan to enhance preparedness to respond to cyber attacks. This effort not only protects the university from online attacks but also helps mitigate risks such as hardware failure, natural disasters, power outages, and infrastructure failures. Having a robust DR plan allows OIT to respond faster and speed up recovery time for vital systems across campus.

★ Research Data Compliance Assessment

OIT conducted a needs assessment to address emerging compliance requirements for data associated with research activities at PSU. We assessed our capability to safeguard sensitive information through meeting a new set of federal compliance standards within the context of the university's broader data management, data sharing, and security frameworks.

★ Developed Application Administration Standard

OIT published an Application Administration Standard to ensure secure, sustainable, and accessible administration of cloud and server-hosted technology applications throughout PSU. This supports our continued effort for PSU to meet compliance requirements and to provide exceptional service for critical university programs.

Passthrough Remediation Service Deployment

OIT designed and is piloting a Digital Media Remediation service offering, that will be available to faculty and staff. This service will provide a pathway to request accessibility remediation services from industry-standard external vendors, at cost, for inaccessible, digital resources including but not limited to audio, and audiovisual media, slideshow presentations, and other electronic documents.

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