ITS Accomplishments for 2019/2020

Information Technology Services (ITS) has had a very successful and busy year. Major improvements were made with Infrastructure including Wi-Fi, network, identity, data center, and cloud, as well as with Enterprise Applications including the GET and HRM systems, and with Information Security programs. This page is focused on our campus community and how ITS has enabled the University in light of COVID-19.

Implemented cloud-based call center for Enrollment Management
  • DUO 2-Step Verification to safeguard student deposits and banking information.
  • Remote resources for software available via the cloud and for download.
  • Remote support for students, faculty, and staff.
  • Remote training and on-demand training resources for students, faculty, and staff.
  • Cloud-based call center solution used by the ITS Help Desk was implemented for Financial Aid, Records, and Admissions to provide remote services to students.
  • Online parking system implemented.
  • Online student orientation.
  • GETmobile had over 2,500,000 transactions performed and over 7,500 new downloads.
  • AskCalStateLA chatbot released.
  • Remote access to university open access computer labs and specialized college computer labs for software and computing.
  • VPN (virtual private network) provided to all students, faculty, and staff.
Over 300 laptops and hotspots provided
  • Over 300 laptops provided to students, faculty, and staff.
  • Over 300 hotspots provided to students, faculty, and staff.
  • 2,500 laptops and 2,500 hotspots are being readied for students for the fall semester.
Zoom participant increased, 7.2K in February, 172.9K in March, 466.3K in April
  • Additional 20,000 new Zoom users enabled.
  • Zoom participants increased from approximately 7,000 in February to over 460,000 in April.
  • Zoom Health was enabled to provide remote student health center services securely and remotely.
39 thousand calls answered and 17 thousand tickets and requests handled

Remote ITS Help Desk support is available 24 hours a day via email, phone, and online ticketing system. The ITS Help Desk received over 39,000 calls and handled over 17,000 tickets and requests.

47 thousand envelopes sent and over 100 forms converted or created in DocuSign

DocuSign has been adopted by Human Resources Management, Career Development Center, Admissions, Financial Aid, and many other offices to replace existing paper forms with online forms which has enabled the university to continue to do business during this pandemic. Over 47,000 envelopes have been sent and over 100 forms have been converted or created in DocuSign, with an 89% increase since the start of the pandemic.