Strategic Plan, Elevate '28, Objectives and Goals

Strategic Priority: Student Success  

Objective 1: Enhance the digital learning environment and increase support for online education.

• Goal 1: Increase the percentage of students, faculty, and staff who report satisfaction with the technology services and support provided by the university by 2% per year. 
• Goal 2: Increase the level of satisfaction, confidence, and proficiency in using digital tools and D2L Brightspace by 2% annually.
• Goal 3: Increase the available number of devices (Laptop Program and Chromebook Pilot) by 10% for laptops, and 50% for Chromebook Pilot per year over the next three years.

Objective 2: Integrate AI systems and services into student success efforts across the university.

• Goal 1: Assess baseline integration of AI into student support and student services tools in year one and annually thereafter to ensure measurable impact each year.
• Goal 2: Increase the generative AI licensing use to employees by 15% per year.    

Strategic Priority: Academic and Inclusive Excellence

Objective 1: Foster a culture of collaboration, innovation, and professional development within ITS and the university.

• Goal 1: Achieve at least 70% of faculty and staff completing at least one online training course or workshop through CTL or Empire Online within a year and increase that by at least 2% per year after that.
• Goal 2: To increase a culture of collaboration, innovation, and professional development, ITS will restructure and annually review the functionality of the restructured division and adjust as necessary.

Strategic Priority: Organizational Effectiveness  

Objective 1: Accelerate the digital transformation and modernization of business processes and systems.

• Goal 1: Replace 100% of software systems identified in the 2025 Systems Needs Assessment by 2028.
• Goal 2: Following the Capability Maturity Model Integration (CMMI) framework, by December 2027 achieve Level 3 Maturity by optimizing IT systems and services for operational efficiency.
• Goal 3: Develop and publish a strategic roadmap for each ITS mission-critical system by June 2027.
• Goal 4: Develop and publish a strategic roadmap for each ITS business-critical system by June 2028.

Objective 2: Strengthen the IT cybersecurity posture and resilience against cyber threats.

• Goal 1: Following the National Institute of Standards and Technology (NIST) Cybersecurity Framework (2.0), achieve Tier 3 compliance by June 2028.

Objective 3: Increase faculty and staff productivity and effectiveness through the structured use of AI and workflow automation tools and services to automate administrative processes.

• Goal 1: Automate 100% of processes identified for automation in the 2025 Administrative Process Needs Assessment by December 2027.
• Goal 2: Automate high-impact service request workflow in ticketing system, reducing resolution times, and increasing user satisfaction score by June 2028.

Strategic Priority: Raising our Public Profile  

Objective 1: Strengthen the Empire State University website to reflect SUNY Empire’s role as the leading online public university.

• Goal 1: By Summer 2025, transition to a new online marketing website centered on a dynamic recruitment focus.
• Goal 2: By June 2028, optimize all website pages not on the recruitment site to better serve employees and enrolled students.