ACT ALL HANDS MEETING

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ACT ALL HANDS MEETING August 18, 2005

• Our Accomplishments
• Our Challenges
• Customer Satisfaction Surveys
• Staff_at_Work Surveys
• Key Initiatives and Goals for Next Year

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Newsweek Calls UCSD Hottest Science College
Science can be fun. UCSD undergraduates mark
the end of the school year with the Watermelon
Drop, a 40-year-old tradition that began when
physics students tested velocity by dropping a
melon from seven stories up. On a campus where a
quarter of the 1.8 billion in revenue is federal
research funds, and where there are eight Nobel
laureates on the faculty, the science is also
quite serious. UCSD chancellor Marye Anne Fox, an
organic chemist, says welcoming undergrads into
labs is a priority. The school, she says, is
raising the quality of undergraduate education by
offering new science majors like molecular
synthesis and bioinformatics. Its coastal
location, too, is a plus. "Where else can you
collect samples from the beach, the desert and
the mountains all in one dayand still have time
to run genetic tests on them that night?" says
Meg Eckles, a biology doctoral student. Faculty
and alumni have spun off nearly 200 companies,
including about a third of the region's biotech
firms.
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OUR MISSION

• Supporting UCSD's research, teaching, patient
  care and community...

...by delivering superior service to our
customers in a responsive and cost-effective
manner.
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STRATEGIC GUIDELINES

• Reliable and Effective Production Environment
• Excellent Customer Service
• Respect and Fairness
• Innovation and Creativity
• Change, Change, Change
• Fun at Work

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ACT ACCOMPLISHMENTS

• Highest Reliability, Performance Improvements
• Sharecase 2005
• 10 Gigabit backbone, Many New Buildings
• Preparation for NGN2
• Security/Privacy, Single Signon
• TritonLink (content, applications, usability)
• MyFunds, MyTime, MyTravel 2, MyDirectory
• Career Portfolio, eBill
• SPEAR
• Selection of DB2 to replace Sybase
• Earthquake Protection
• and many more

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SOME OF OUR CHALLENGES

• Growth - Students, Buildings, Research
• Budget
• Office Space
• Change in Campus Leadership
• Computer Security and Privacy
• Consolidated Portal
• Continuously Changing technology
• More Scrutiny

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BALANCED SCORECARD
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Customer Survey
BUSINESS AFFAIRS - SUMMARY OF OVERALL 2005
RATINGS -
Sequenced low to high All Respondents
Extremely
Very
Somewhat
Not Very
Not At All
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Customer Survey
TELECOMMUNICATIONS (TELECOM) - TOTAL RESPONDENT -
Average Evaluating 2005 28 2004
37 2003 34 1994 51
N 1699 for 2005 1139 for 2004 999 for
2003 706 for 1994
Top/Bottom 2-Box Ratio 05 35.7 25.7 32.8 22.9 25
.7 26.7 36.1 23.7 28.2 04 15.6 17.2 20.7 14.4 14
.2 15.7 19.3 10.3 15.3 03 14.7 12.6 14.9 10.7 12
.5 12.2 8.5 94 5.8 5.1 9.7 5.9 4.5 4.5

2005 Overall
Satisfaction Mean Score
24.7 Extremely
55.6 Very
17.4 Somewhat
1.8 Not Very
0.4 Not At All
New for 2002 New for 2004
Service Attributes
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Customer Survey
ADMINISTRATIVE COMPUTING (ADCOM) - TOTAL
RESPONDENT -
Average Evaluating 2005 28 2004
42 2003 46 1994 38
N 1699 for 2005 1139 for 2004 999 for
2003 706 for 1994
Top/Bottom 2-Box Ratio 05 15.3 9.9 9.3 9.0 8.1 8
.3 11.8 7.2 7.2 04 18.2 10.2 15.6 10.4 9.7 8.9 1
5.7 7.5 11.6 03 21.8 9.8 10.8 10.1 11.1 8.5 7
.5 94 2.6 2.2 3.4 2.8 2.2 2.2
2005 Overall
19.6 Extremely
Satisfaction Mean Score
53.0 Very
22.7 Somewhat
3.9 Not Very
0.8 Not At All
New for 2002 New for 2004
Service Attributes
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Customer Survey
BLINK - TOTAL RESPONDENT -
Average Evaluating 2005 61 2004
74 2003 78
N 1699 for 2005 1139 for 2004 999 for 2003
Top/Bottom 2-Box Ratio 05 16.8 13.8 11.1 5.3 5.4
5.7 4.6 21.6 14.0 04 10.9 9.5 7.8 4.4 4.2 4.5 3
.3 14.9 11.3 03 5.2 3.9 4.0 2.3 2.2 2.2 1.9 11.7

2005 Overall
Satisfaction Mean Score
25.2 Extremely
49.2 Very
21.2 Somewhat
3.1 Not Very
1.4 Not At All
New for 2002 New for 2004
Service Attributes
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Customer Survey
SYSTEM SATISFACTION - TOTAL RESPONDENTS -
N 1699 for 2005 1139 for 2004 999 for 2003
Percent Evaluating 05 92.7 60.5 61.8 37.1 36.4 42
.0 36.5 84.2 56.1 39.9 04 85.5 52.1 58.0 32.6 32
.5 39.5 03 83.5 45.1 55.4 30.1 29.5 38.6
Mean Score
Extremely Satisfied
Very Satisfied
Somewhat Satisfied
Not Very Satisfied
Not At All Satisfied
Not asked in 1994
New For 2005
Data collected via web survey starting 2004
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Student Survey
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Student Survey
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Staff_at_Work Survey
Comparing ACT Strengths
Business Affairs ACT
n/N 113/134 for 2005
Percentage Evaluating 2005 84.33
Mean Rating
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Staff_at_Work Survey
Comparing ACT Primary Opportunities
Business Affairs ACT
n/N 113/134 for 2005
Percentage Evaluating 2005 84.33
Mean Rating
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KEY 2005/2006 INITIATIVES

• NGN2
• Voice over IP
• New Voicemail system
• TritonLink 1.0 and Blink 2.0
• eForms (Course Approval, New Employee)
• Single Signon phase II
• COEUS in Java, Effort reporting and Other SPEAR
  Initiatives
• Sybase ? DB2
• Person ID System (CUPID)
• Waitlist System
• Server Co-Location
• Disaster Recovery (Generator, Redundancy, Hot
  Sites)
• More Office Space
• 2nd Softball Championship and many more ?

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Questions?