In collaboration with our campus partners, the following highlighted projects have been activated and accomplished in 2024:

Service Excellence

• Academic Research and Computing (ARC) 
  • Added two staff positions, embedding one in the College of Computing and one in the Padnos College of Engineering to bolster direct support of students and faculty.  
  • Successfully piloted a new DaaS (desktop environment) for PCE that will replace WinLab for virtualized desktop lab machines. This new environment provides computing capabilities that greatly exceed previously available, improving the user experience for faculty and students. 
  • Implemented Dryad as the institutional open-access data repository to meet compliance with the Nelson Memo which requires free, immediate (without embargo), and equitable access to federally funded research. 
  • Made continuous improvements to the High Performance Computing Cluster (HPCC), which now serves more than 50 faculty and student researchers on campus. These improvements include the addition of packages allowing researchers to harness the cluster's processing power from other university resources and pave the way for improved collaboration between internal and external researchers. 
• eLearning Technologies The Bridge Digital Studios
  • The Bridge's Digital Media Developers worked in collaboration with faculty on a variety of faculty projects. 
  • In 2024, 705 projects were completed. More information is available on The Bridge website.  
• IT Services
  • Key highlights by the numbers:
    • Asset Management
      • 8,000+ serialized assets identified and marked as retired 
      • Comprehensive asset inventory update completed 
    • Learning Space Technology Upgrades
      • 100 classrooms upgraded with laser projectors 
      • 187 instructor stations were upgraded 
      • AV upgrades in key facilities included: Loosemore Auditorium, Meijer Regency, and Exhibition Hall
    • IT Services Key Performance Indicators (KPIs)
      • Total tickets resolved: 6,100+ 
      • Service Commitment Goals/SLAs compliance rate: 95% (58,000+ tickets resolved in compliance and within SLA) 
      • Customer satisfaction rate: 91% (85% very satisfied and 6% somewhat satisfied) 
      • Total calls received: 31,641 
      • Average queue wait time: 15 seconds 
      • Call abandonment rate: 2.7%  
      • Average talk time: 7 minutes  
• IT Operations
  • New Employees - Assisted in the addition of 3 new positions to the division and successfully onboarded and welcomed 11 new employees within IT. 
  • Technology Acquisitions- Processed and ordered over 5,962 technology requests of Dell/Apple desktops & laptops, monitors, printers, software, cables/adapters, iPads, and technology peripherals. Supported the campus community in acquiring approximately $2.4 million worth of technology. 
  • Campus and Community Outreach- Increased communications and connections with students, faculty, and staff to foster awareness of IT resources.  Tactics included monthly newsletters, events, and social media. Actively participated in 18 distinct campus events, and maintained a strong IT presence while also engaging with over 30 freshman orientations. Mass communications included creating and sending 55 targeted mass emails to the university community. 
  • Budgets/Contracts- Maintained and renewed over 200 contracts for the division and added 23 new contracts.  Operations worked to move budgets to specific IT cost centers for software and contract purchases/renewals. This created more effective divisional and departmental budget oversight. 

Modernization of Enterprise Applications

• Enterprise Applications 
  • Developed numerous APIs in MuleSoft to assist with integrations between systems. We now have 7 system APIs that connect to Banner, Givecampus, Workday, TeamDynamix, Slate, Pathify (Laker Dock), and Raiser’s Edge. These are then used to create processes, of which we currently have 5 that are built for Assets, Accounts, Employee Data, Student Data, and Gifts. Finally, we have developed 2 “experience” APIs that provide final data to external systems.  
  • Collaborated with Human Resources, Payroll, and Business & Finance to stabilize and continue to optimize our Workday Platform deployment. 
  • Successfully implemented and released the "Laker Dock" engagement platform to students in the Fall. Since the launch, nearly 5000 community members have utilized the platform accounting for nearly 200,000 sessions during the Fall semester. 
  • Reviewed and selected Ferrilli as our managed service provider for Banner. 
• Enterprise Architecture 
  • Network Enhancements - 50 servers were upgraded. Additionally, a variety of system, client, and cloud updates were performed including: HPC Clipper, RStudio, RedCap, Winlab, School of Computing computer labs, deployment of 25+ lab software installations and upgrades, MacOS deployment refresh, and a Windows 11 Project was started.
  • Network Modernization - The implementation of GVSU's next-generation networks continues to progress.  A five-year plan and budget are currently being developed to enhance and improve the network services provided to the GVSU community, both on campus and remotely. Modernizing wireless authentication services and upgrading the core and edge network infrastructure were among the projects completed.
  • Network upgrades where performed in: Au Sable Hall, Calder Arts Center, Kindschi Hall of Science, Maple, Oak and Pine Living Centers, DeVos, Pew, Pickard Living Centers, Calder Residence, DeVos Center, Holland Police Academy, Grand Rapids Art Museum Store, Lubbers Stadium, and Seward Parking Ramp.
• Data & Analytics 
  • Data Validation and Integration - Collaborated with Academic Affairs, Advisors, and the Data Advisory Committee to validate academic data, ensuring accuracy. Integrated new sources like TDX, MuleSoft, and Splunk into the Lakehouse, enriching the data ecosystem. 
  • Dashboard Modernization - Created a centralized Power BI Dashboard Repository for easy access to all Lakehouse reports. Partnered with Microsoft to modernize dashboards, making them more interactive and user-friendly, while implementing secure access controls. 
  • Process Optimization - Enhanced data pipeline processing times for improved efficiency and set up Azure DevOps for effective data workflow management. 
  • Future Planning - Collaborated with Microsoft Azure engineers to improve Power BI dashboards and plan for future Lakehouse features, laying the groundwork for additional data source integration. 
• Information Security 
  • KnowBe4 Training - All faculty and staff were assigned security training.
  • Test Phishing Emails - Simulated phishing emails were randomly sent to various university accounts to evaluate the community’s awareness of phishing red flags. Users who interacted with these emails were prompted to complete or review security training. 
  • Okta Implementation - Okta development and rollout continue to improve the security and user experience at GVSU. MFA for students: Students are now required to use MFA for most major applications.
  • PCI DSS - The Payment Card Industry Data Security Standard (PCI DSS) establishes robust security requirements to safeguard cardholder data, and we have recently completed a comprehensive compliance review to ensure a successful migration to the latest DSS 4.x framework.
  • Data Categorization and Data Retention - Conducted information gathering to support data categorization and retention efforts, ensuring compliance with policies and enhancing data management practices.
• Project Management Office 
  • Workday Platform (ERP) Program - Workday Platform go-live was in January 2024. Additionally Peakon was deployed. and a pilot survey was launched in November 2024. Preparing for GVSU full employee engagement survey to launch in 2025. 
  • Workday Student Project - The Workday Student project officially kicked off in July 2024. Workday Student is scheduled to have various go-live dates in 2026 and 2027.
  • Azure Platform Implementation - With a go-live date of 4/8/2024, World Wide Technologies (WWT) partnered with GVSU to build a data warehouse on Microsoft Azure for GVSU. This platform streamlines data systems, integrates multiple sources, and supports student analytics, providing valuable insights and laying a scalable foundation for future data and analytics development. 
  • PCI DSS 4.0 Compliance - The project aimed to achieve the latest standards in the Payment Card Industry standards, PCI DSS 4.0, by assessing current activities, standardizing best practices, and creating a prioritized plan to meet compliance dates throughout the year resulting in enhanced security and adherence to the latest standards.    
  • Laker Dock (University Portal) - Created and launched a university portal to serve as a central hub for students, faculty, and staff. It offers easy access to notifications, emails, news, and events on both desktop and mobile devices. The project targeted students for launch, with soft launch occurring in March 2024, followed by a full launch in Fall 2024.   
  • Team Dynamix Ticketing System - Additional departments, Admissions and University Development, have successfully implemented TeamDynamix as their ticketing system. This transition has helped streamline operations and enhance service delivery for their departments.   

Accelerating Transformation through Innovation

• Audio Visual (AV) Technology Implementation
  • Key upgrades were provided in the following locations:
    • Holland Campus / Police Academy Renovation - Facilities Planning and IT collaborated to renovate the Holland Campus, which serves as a dedicated facility for the Police Academy. 
    • Innovative Learning Environments / Cyber Lab - A new Cyber Security Lab for the Computer Information Sciences (CIS) program was established. This initiative involves converting the general-purpose classroom MAK D-2-311 into a state-of-the-art facility equipped with new furniture and advanced technology.  
    • Kirkhof Center (KC) Refresh - A variety of AV technologies were completed in KC.
• eLearning Technologies
  • Key highlights by the numbers:
    • Reaching a record of nearly 87% of all Bb courses being made available to students in 2024 and 94% utilization of due dates.  
    • Panopto usage remained high, with 13,248 hours created and 189,158 hours of Panopto content viewed across all of 2024.    
    • During the fall semester, Blackboard recorded breaking numbers with over 221,000 sign-ins during the first week, and 96% of students and 97% of faculty accessed the platform within the first two days. In the first 30 days of the fall semester, over 1million+ users logged into Blackboard.   
    • The team created 121 new knowledge base articles during 2024 and helped contribute to the reorganization of the service portal to improve resource accessibility for the GVSU community.  
    • eLearning Technologies resolved over 7, 100 support tickets with 92% of users providing a very satisfied ranking to the TDX anonymous surveys.   
• Operations
  • Technology Acquisition established a real-time PowerBI dashboard that tracks year-to-date technology purchases and monitors spending.
• IT Innovation and Research (I+R)
  • The Atomic Object Technology Showcase engaged with nearly 16,136 visitors since January 2024. 
  • New technologies were acquired and put on exhibit in the showcase including: Apple Vision Pro, Bambu Lab X1 Carbon 3D Printer, and Meta Quest 3. 
  • In collaboration with the Seidman College of Business, an AI-generative video solution was created. This "ProfAI" application provides personalized lecture content based on long-form lecture notes. 
  • I+R’s Student Technology and Innovation Guild (STING) completed a virtual reality (VR) patient movement application that was presented at the American Occupational Therapy Association Conference. Additionally, a 360 Courtroom and Ghana Slave Castle project was completed that featured 360 interactive video content. These projects were featured at the Stanford Digital Learning Conference. 
  • A state-of-the-art volumetric studio was established using 7 Microsoft Azure depth-sensing cameras. This studio was pivotal in creating an engaging opening for the Blue Dot Experience that was part of Tech Week GR. 

For a complete list of accomplishments, please view our 2024 IT Year in Review as well as our previous annual reports.

In collaboration with our campus partners, the following highlighted projects have been activated and accomplished in 2023:

Service Excellence

• Academic Research and Computing (ARC) 
  • The ARC team has been expanded to provide better support to faculty and staff through the addition of a Research Computing Specialist.
  • A re-architecture of Clipper, the High-Performance Computing cluster, was completed with the support of the Enterprise Architecture team and faculty input and testing.
  • Apporto was implemented.
• eLearning Technologies LMS and Digital Studios
  • The eLearning team provided services to faculty across the university through build-a-thons, office hours, departmental webinars, training, and consultations in preparation for going live. Go-live for the Blackboard Ultra LMS was completed in May 2023.
  • Digital media developers within our three Digital Studio locations worked in collaboration with faculty on a variety of faculty projects. In 2023, Digital Studios saw a 336% increase in the number of projects and consultations completed compared to the prior year.  
• IT Services
  • Improved efficiency of IT service processes significantly increased customer satisfaction, with 89% of survey respondents indicating satisfaction. 
  • The integration of various university departments, including Public Safety Dispatch, Admissions, and University Development, to the TeamDynamix system has enhanced the autonomy of departments in managing tickets and knowledge.
  • Significant improvements in call performance metrics were observed, including a reduction in the average time for ticket resolution and initial response. Call handling efficiency improved remarkably, with a fourfold increase in calls answered, reduced average queue wait time, and a decrease in the abandoned call rate. 
• IT Operations
  • Technology acquisitions processed and ordered nearly 2,000 technology requests of desktops & laptops, monitors, printers, software, cables/adapters, tablets, technology peripherals, and servers. The quotation and procurement process for all technology requests has been moved to the ticketing software system. A software approval process was implemented within the ticketing system. 
  • Increased campus outreach communications and connections with students, faculty, and staff to foster awareness of IT resources. Tactics included monthly newsletters, events, and social media.
  • Mass communications campaigns were created and delivered 174 mass emails to the university community. 
  • Budgets were maintained and renewed with over 100 contracts for the division and added 13 new contracts. 

Modernization of Enterprise Applications

• Azure Data Platform - GVSU Information Technology and the Data Advisory Committee partnered with technology consulting firm, World Wide Technologies (WWT) to build a data warehouse using the Microsoft Azure platform. Implementation of the Azure Data platform has begun to establish and manage a strategic analysis and approval framework built on an adaptable, sustainable process and structure dedicated to safeguarding and preserving organization-wide data unification, definition, security, and compliance. 
• Blackbaud' Raiser's Edge NXT - Collaboration between IT and University Development was crucial for the successful implementation and launch of Blackbaud's Raiser's Edge NXT. RE NXT streamlines fundraising efforts with efficient donor management, enabling targeted campaigns, and optimizing operations for each college and unit.
• Data Center Modernization - Modernizing data center systems and environments remains a priority for the IT department.  As of this year, 150 servers that had been running aging, end-of-life operating systems have been upgraded.  In this project, emphasis was placed on enhancing and re-architecting Academic systems, such as HPC Clipper, RStudio, RedCap, Winlab, and specialized learning environments for Academic departments. As an additional focus, work is being carried out to improve the designs of Enterprise Systems, including Banner, Campus Printing, ERP systems, 0zsa.gregorybgallagher.com, access controls, and security environments.
• DocuSign - DocuSign was implemented across the university as the electronic signature solution. DocuSign streamlines the customer experience, strengthens compliance, increases efficiency, and eliminates paper-based costs. It automates workflows with electronic signatures for signing documents and provides safety and security.
• Pathify - Pathify was selected as the vendor of choice following a thorough review of several products for a university portal solution. The university portal will serve as a central hub for students, faculty, and staff to access enterprise applications at GVSU, receive communications from campus departments, access campus resources, and serve as a hub for communities. Currently, the implementation of the solution is in progress. A soft launch of the portal is expected during the winter 2024 semester, with a full release to campus scheduled for the fall of 2024.  
• Network Modernization - The implementation of GVSU's next-generation networks continues to progress.  A five-year plan and budget are currently being developed to enhance and improve the network services provided to the GVSU community, both on campus and remotely. Modernizing wireless authentication services and upgrading the core and edge network infrastructure were among the projects completed.
• Information Security - Security Awareness Training, Okta Implementation, ThreatBlockr, Safe Compute, and Process Improvement Tools such as VirusTotal and HaveIBeenPwned have been deployed.
• Workday ERP Transition - It was the goal of the Workday Project Team to transition key operational systems (finance, human resources, payroll) over from legacy platforms to Workday's more integrated and efficient ERP system, with major progress completed in 2023 and more to come in 2024. 

Accelerating Transformation through Innovation

• AV Technology Implementation - Audio video enhancements were completed in the following areas: 
  • The Harris Family Athletic Complex, home to the Lakers' wrestling programs, and the VMA & COM renovations, which include a full theater experience with Dolby Atmos technology, showcase GVSU's commitment to providing top-tier facilities with integrated AV solutions.
  • Upgrades to the Center of Health Sciences and Traverse City Campus involve transforming traditional classrooms into Active Learning spaces, equipped with flexible furniture and technologies supporting remote learning, reflecting GVSU's dedication to modernizing educational spaces. 
  • GVSU has upgraded and is developing several Zoom Room conference rooms, event spaces, and classrooms. These spaces are equipped with software and hardware for efficient audio and video conferencing, demonstrating GVSU's focus on fostering seamless communication and collaboration across its campuses. 
• IT Innovation and Research (I+R) - I+R facilitated a variety of initiatives, including GVSU’s research participation in the EDUCAUSE Faculty and Student Technology Experience Surveys sent to all faculty and undergrads in November, 2023. Research was also conducted on Virtual Reality (VR) with T4 scholars as part of REP4. 
  • In 2023, the Atomic Object TECHNOLOGY SHOWCASE celebrated 10 years of education, technology and innovation.  Throughout the year, the Showcase attracted over 13,500 visitors and introduced more than 7 new emerging technologies. In addition, the Showcase more than doubled in size, expanding into the Exhibition Space of the Mary Idema Pew Library Learning and Information Commons.  This expansion allows for immersive learning experiences such as extended reality (XR), while increasing FabLab/Makerspace capabilities.
  • The X>STUDIO hosted and facilitated several innovation-based initiatives in partnership with the Office of the President, Applied Computing Institute, and Visual and Media Arts including Laker Learning Futures and Faculty Futures Team, Grand Path Project, and I+R’s Student Technology and Innovation Guilds (STING).

For a complete list of accomplishments, please view our 2023 IT Year in Review as well as our previous annual reports.

In collaboration with our campus partners, the following highlighted projects have been activated and accomplished in 2022:

Service Excellence

• IT Service Management (ITSM) - TeamDynamix was selected and implemented, providing solutions for ticketing, knowledgebase, workflow automation, and service excellence. Workflows and knowledgebase articles were established, as well as a service portfolio and SLAs.
• Technology Acquisition and Procurement - Updates where made to the technology acquisition process as well as operational enhancements to streamline technology purchases.

Modernization of Enterprise Applications

• ERP Transition - A project has begun to transition from Banner to Workday for Finance, Human Resources, and Payroll. This project kicked off in 2022 and is set to be completed by January, 2024.
• LMS SaaS - The University's enterprise learning management system was transitioned from a self-hosted, on premise installation to a cloud-based software as a service model in May, 2022. 
• Microsoft 365 - Email and productivity applications were migrated to Microsoft 365.
• UCaas - Zoom and Five9 Call Center was fully implemented in 2022. As GVSU's unified communication as a service (UCaas) platform, this enterprise solution provide meetings, phone, and call center capabilities.
• CRM - Slate was deployed as GVSU's first customer relationship management (CRM) platform to assist with application management and student engagement.

Accelerating Transformation through Innovation

• Mobile Credential - Evaluation has been facilitated in review of modernizing GVSU's student and staff ID card's to include mobile credential capabilities as well as enhanced access control, point of sale, and additional campus experience improvements. A proposal has been submitted to the Senior Leadership Team.
• Esports - A new Laker Esports Center opened in 2022 with top-of-the-line furniture from Herman Miller and Dell Alienware gaming systems.
• Active Learning Classrooms - Six new pilot and experimental classrooms were established with flexible furniture from Steelcase, along with advanced technologies including ceiling microphone arrays as well as video cameras which support remote learning.

For a complete list of accomplishments, please view our 2022 IT Year in Review as well as our previous annual reports.

In collaboration with our campus partners, the following highlighted projects have been activated and accomplished in 2021:

Service Excellence

• Custom Covid Testing Application - IT created a custom application for the campus Covid testing program to allow the campus community to check in for testing as well as providing a test result.  
• Digital Studio Expansion - eLearning Technologies opened a studio in CHS 411D.
• eLearning Liaison Model Created - eLearning Technologies deployed a department level liaison approach through which support is offered.
• eSports Venue Opened - A first ever Laker eSports Center was established in the Kirkhof Center.
• Emergency Loaner Laptop Program - To provide access to technology during Covid, a loaner laptop program was established.
• IT Service Status Web Page Created - IT created the IT Service Status page to provide a real-time view of the status of several IT systems.
• IT Operations - Implemented Team Dynamix for tech supply and telecommunications, and an acquisition policy was revised.
• Print Release Stations - IT provided 2 additional release stations in the Blue Connection and Kleiner Commons in support of a Student Senate partnership.

Modernization of Enterprise Applications

• Banner Registration - This customization provided  students to review and provides an opportunity to update their personal information, cell phone, personal email, address (permanent and local) as well as emergency contact.
• Concur - Concur was implemented to support travel and expenses.
• Data and Analytics - In partnership with the Institutional Analysis office, a University Data Systems Inventory and framework was developed, including data stewardship definitions and responsibilities, data classifications, and data domain documentation. 
• Duo Multifactor Authentication - IT deployed Duo Multi-Factor Authentication to 65% of faculty/staff-facing applications. 
• Enterprise Architecture
  • IT replaced 1700 Wi-Fi access points. 
  • Collaborated to move all HPC/PCEC-supported Windows, Mac, Linux computing environments to GVSU central userid. Standardized all lab environments to GVSU IT Windows 10 lab image.
  • Worked with multiple vendors to evaluate next-generation disk platforms to support a virtualization environment. Selected next-gen platform to provide modern storage with additional capacity and speed to support campus server infrastructure. Implementation to begin Quarter 1 - 2022.
  • Installed air containment throughout the data center to meet required 10-degree temperature goals of the project.
• Information Security
  • Reviewed and selected a partner for Identity and Access Management(IAM).
  • Created a Security Operations Center (SOC). 
  • Deployed a DLP product for onsite DLP detection called Varonis
  • Increased GVSU's threat-hunting ability by implementing Microsoft Cloud Application Security (MCAS) and integrating Microsoft logs in Azure Sentinel. 
• Team Dynamix Implemented - Implemented a new IT Service Management (ITSM) solution for ticketing, knowledge base documentation, and project management.
• Slate Deployment - Implemented the SlateCRM and launched the undergraduate application in August for Fall 2022 prospective students. The next phase of the project will be the launch of the graduate application.
• Xerox Printer Refresh - IT worked with MOS (Michigan Office Solutions) over the summer to facilitate a massive refresh of Xerox printers across campus. 148 printers were replaced across GVSU campuses and regional centers over approximately 2 months.
• Zoom and Five 9 - Completed migration of 1300 users to Zoom Phone and implemented six call centers with Five9 including the 20/20 desk, Admissions, Records, Financial Aid, Student Accounts, and IT Services

Accelerating Transformation through Innovation

• Active Learning Classrooms - Partnered with Facilities Services, Office of the Provost, Pew Faculty Teaching and Learning Center, and the Registrar's Office to establish 3 state-of-the-art active learning classrooms that also support dual mode or hybrid delivery. This Presidential Initiative involved the design and implementation of 3 new Active Learning Classrooms: 2 in Allendale (MAK B-1-110 & MAK A-1-111) and 1 on the Pew campus (DEV 121E). These state-of-the-art classrooms incorporate flexible furniture, improved audio capabilities, automated camera tracking technology, and additional presentation screens allowing faculty and students to engage, learn, and collaborate in new ways in person and online.
• AV Installations - The design and installation of 19 classrooms (including 6 active learning classrooms), 121 large TV displays (including 34 meeting spaces), and 288 computers was provided in the DeVos Center for Interprofessional Health (DCIH). In Cook-DeVos Center for Health Sciences (CHS), IT provided support for 4 renovated classrooms, 20 large TV displays for classrooms and meeting spaces, and 90 computers to facilitate instruction.
• Innovation + Research - In February of 2021, a brand new unit within the Information Technology Division was established. The new IT Innovation and Research group was born out of a desire to “reach higher” by leading, coordinating, and facilitating the discovery and exploration of emerging technologies and innovative solutions that lead to digital transformation (DX) across Information Technology at Grand Valley State University.

For a complete list of accomplishments, please view our 2021 IT Year in Review as well as our previous annual reports.