Joint UCSB/GTE Telephone System Needs Assessment ________________________________________________ This document contains the raw data results of a survey that was conducted jointly by staff of UCSB Communications Services and GTE to determine customer's needs to be met by a replacement telephone system. The surveys were conducted as personal interviews. There were 43 interview sessions with the following cross section of participants: Senior officers' staff & campus committee members.. 9 Department managers................................ 37 Managers of units that support data communications. 3 Customers of voice/data/video services............. 27 -- Total number of people interviewed................. 76 Following the data is a list of the departments and campus committees whose representatives were interviewed. ______________________________________________________________ Explanation of "notes" column: The right-hand column with the title "Notes" contains one or more of the following entries. The notes were selected by the staff of Communications Services based on their understanding of the customer's need, the existing telephone system and instruments, and the potential functions of a replacement system and instruments. existing system: Means that the need could be satisfied with the existing telephone system. However, the department in which the customer works would have to fund additional telephone services or equipment. new system: Means that the need could only be satisfied by implementing a new telephone system. new telephones: Means that the need could be satisfied only by acquiring and installing new telephone instruments. training issue: The need could be satisfied with the existing telephone system and telephone instruments, but the customer needs additional training on the use of the equipment. dept. cost issue: The need could be satisfied with the existing telephone system and telephone instruments, but the department in which the customer works would have to fund some other (non-telephone) equipment or service. campus cost issue: The need might be satisfied with the existing telephone system and telephone instruments, but the requirement affects multiple departments, would require campus-wide consensus or core funding for (non-telephone) equipment or services. I. VOICE REQUIREMENTS Interviewees were asked to describe their unmet voice communications needs. The following is the counts of their responses. Frequency of Request Notes Single button access to telephone features......13 existing system & new telephones Upgraded phones.................................11 existing system & new telephones Message Waiting Light for Voice Mail.............8 new system & new telephones Voicemail for users..............................7 existing system Integrate telephones with computers..............5 new system Speakerphones....................................4 existing system & new telephones Multi-line phones................................4 existing system & new telephones Interactive Voice Response for administrative automation....................................4 existing system Automated Attendant..............................4 existing system Outbound Call Center Capability w/Supervision....4 new system Ability to transfer out of Voice Mail............4 training issue Call Pick-Up.....................................4 training issue Additional telephone lines.......................3 existing system Voicemail pager notification.....................3 existing system One button access to Voice Mail..................3 existing system & new telephones Immediate phone billing capabilities.............3 dept. cost issue Paging through phones............................3 existing system Wireless phones..................................2 new system & new telephones Compatible headsets..............................2 existing system Distinctive ringing for different telephones.....2 existing system Voice Mail for dorm rooms........................2 existing system Multi-line phone for dorm rooms..................2 existing system Split Billing for students.......................2 dept. cost issue Ability to perform own telephone MAC remotely....2 new system Display capabilities.............................2 new system Redial...........................................2 existing system Voice Forms for self-help requests...............2 existing system Programmable Wake-Up Calls.......................2 existing system Lower cost of Voice Mail.........................2 dept. cost issue Proper voicemail provisioning....................1 training issue Emergency telephone service for Security Office..1 dept. cost issue Access to a conference bridge....................1 new system Cancel Call Waiting..............................1 existing system Busy Lamp Field..................................1 existing system Phones in dorms for summer conferences...........1 dept. cost issue Music on Hold....................................1 existing system More Emergency Phones............................1 dept. cost issue Easier Conference Calling........................1 new system Speed Dial.......................................1 existing system Automatic Call Return............................1 new system Ability to perform own administration of Call Controller................................1 new system Intercom.........................................1 existing system Voice Mail Directory.............................1 dept. cost issue II. INTERNAL DATA REQUIREMENTS Interviewees were asked to describe their unmet on-campus data communications needs. The following is the counts of their responses. This data was collected to attempt to determine if any of the unmet data communications needs could be satisfied by a telephone system instead of the existing and planned data communications networks. Frequency of Request Process Automation..............................18 dept. cost issue Improved UCSB Campus infrastructure.............10 campus cost issue Expanded common building wiring system to support increased data applications...........8 campus cost issue Full campus data connectivity....................7 campus cost issue One consistent campus-wide E-mail system.........6 campus cost issue Collaborative computing..........................6 dept. cost issue Campuswide bulletin board system.................6 existing system Centralized corporate database...................6 existing system End user training for data systems...............4 training issue Internet/LAN access from dorm rooms..............4 existing system Electronic Signature authority capabilities......4 campus cost issue Need a Local Area Network (LAN)..................3 dept. cost issue Fiber optic technology campuswide................3 campus cost issue Increased bandwidth on campus....................2 existing system Classified/Secure LAN............................2 campus cost issue Set up own Internet WEB pages....................2 dept. cost issue Electronic calendar system/software..............2 dept. cost issue Multimedia capabilities..........................2 campus cost issue Paperless office environment.....................2 campus cost issue Common data networking platform for the campus...1 campus cost issue Ability to fax directly from PCs.................1 existing system CD jukebox on the LAN............................1 dept. cost issue ATM/SMDS for the campus network..................1 campus cost issue Fax server on the LAN............................1 dept. cost issue ATM/FDDI to the desktop..........................1 dept. cost issue Voice to text conversion for Voice Forms.........1 dept. cost issue Enhance Access Card capabilities.................1 campus cost issue Student Directory on WEB server..................1 dept. cost issue On-Line registration for Conference Services.....1 dept. cost issue Electronic access to airline availability (OAG)..1 dept. cost issue Need network management system and campuswide administration.................................1 campus cost issue III. EXTERNAL DATA REQUIREMENTS Interviewees were asked to describe their unmet off-campus data communications needs. The following is the counts of their responses. This data was collected to attempt to determine if any of the unmet data communications needs could be satisfied by a telephone system working in conjunction with existing wide-area networks (e.g., the Internet and the UC intercampus network). Frequency of Request Remote access to LAN for work at home...........15 dept. cost issue Improve/increase the campus modem pool..........12 campus cost issue Backbone connectivity to remote UCSB properties.10 campus cost issue ISDN to access the campus network................8 dept. cost issue Electronic Data Interchange (EDI)................7 dept. cost issue More Internet bandwidth..........................6 campus cost issue Campuswide Internet access for all...............5 existing system Increased intercampus bandwidth..................5 existing system Remote access to E-mail..........................3 dept. cost issue Set up own modem pool............................3 dept. cost issue Faculty/Staff should have their own modem pool...1 existing system Consolidate Internet access for the entire UC system...............................1 system-wide cost issue Encryption System for student records over the Internet..............................1 campus cost issue IV. VIDEO REQUIREMENTS Interviewees were asked to describe their unmet on-campus video communications needs. The following is the counts of their responses. This data was collected to attempt to determine if any of the unmet data communications needs could be satisfied by a telephone system instead of the existing and planned data communications networks. Frequency of Request Promote use of Kerr Hall VTC....................14 training issue ISDN for video..................................13 dept. cost issue Desktop video conferencing......................13 dept. cost issue Distance learning with voice and video...........7 new system More video conferencing facilities...............7 campus cost issue Dial-Up video server for storage & retrieval.....5 dept. cost issue Roll-about video conferencing....................2 dept. cost issue Video inspection capability......................2 dept. cost issue Satellite broadcast video........................2 dept. cost issue Distributed video conferencing...................1 dept. cost issue V. OTHER REQUIREMENTS Interviewees were asked to describe their unmet needs that weren't covered by the preceding questions. The following is the counts of their responses. This data was collected to attempt to determine if any of the unmet data communications needs could be satisfied by a telephone system. Frequency of Request Improper use of voicemail.......................10 training issue End-user telephone training......................5 training issue Voice/fax/E-mail integration.....................5 new system New 2-Way radios to be compatible with local public service organizations...................4 campus cost issue Appoint information Czar as single point of contact for Information Services needs.........3 campus issue Upgraded PCs.....................................3 dept. cost issue Scanning capabilities............................2 dept. cost issue Condensed telephone training guide...............2 training issue Access to teleconferencing equipment.............2 dept. cost issue Additional PCs...................................1 dept. cost issue New Pagers.......................................1 dept. cost issue Additional printers..............................1 dept. cost issue Voice recognition capabilities...................1 dept. cost issue Virtual reality for student orientation..........1 dept. cost issue Full cashless environment on campus..............1 campus cost issue Training on Internet applications and use........1 training issue Fix emergency phone blue lights..................1 existing system Hotel registration system in dorms...............1 dept. cost issue Upgrade campus CATV..............................1 campus cost issue CD tours of UCSB to market campus................1 campus cost issue _________________________________________________________________________ The people interviewed were from the following departments and campus committees: Academic Business Officers Group (ABOG) Academic Personnel Academic Programs Academic Senate Committee on Computing, Information Technology and Telecommunications Policy Accounting & Financial Services Admissions Associated Students Budget & Planning Business Services Campus Network Committee Campus Police Chancellor's Staff Advisory Committee Office of the Chancellor College of Engineering Development Environmental Health & Safety Facilities Management Housing & Residential Services Institutional Advancement, Vice Chancellor Instructional Development Intercollegiate Athletics Library Material Management Personnel Services Registrar Office of Research Student Leadership Coordinator Summer Sessions UCSB Extension University Center Women's Center