AITB Documents

AITB Position Paper: Bruin OnLine Remote Access

November 30, 1997

Background

On August 28th Louis Hook, Director of Communications Technical Services, presented to the AIT Board several recommendations for mitigating access problems for those using the Bruin OnLine modem pool service. At that time the problem had reached a critical point, with most customers finding modem lines busy 50% of the time during peak hours (4pm-midnight).

While increasing the total number of modems in the pool was undoubtedly needed, it was argued that it would provide only a short-term solution. Because remote access is primarily a free, unlimited service, increasing the number of modems has been met with increasing demand for access. As seen in graph below, the trend, represented by the addition of new modems, has consistently increased since the Fall 1994 introduction of the Bruin OnLine remote access service.

Four recommendations for long term stability of the Bruin OnLine remote access service were proposed (Appendix 1 – CTS Recommendations for Bruin OnLine Remote Access):

1. Increase the total number of modems by approximately 400 (the graph above includes this increase).

2. Offer a Bruin OnLine Gold tiered service that would encourage approximately 20% of remote access customers to use a "fee for service" model. The benefits of a lower modem-to-user ratio (10:1 instead of the 28:1 ratio for the Basic service), faster connectivity and increased options for out-of-area users (combined with usage limits on the Basic modem pool) would provide the incentive for some users to switch services.

3. With AITB analysis of usage data supplied by CTS and in concert with campus consultation, a total hour usage limit per month for each user would be imposed for the Basic service. This limit would weed-out heavy non-University-related usage. In turn, high-end users (doing University-related work) that require hours in excess of their usage limit could request appropriate financial support for the Bruin OnLine Gold service on a case-by-case basis.

4. Merge the Express and Basic Service modem pool. Given usage limits the Express pool (20-minute session limit) would no longer be necessary and those lines could be merged with the Basic pool (4-hour session limit). This modem pool would be renamed the Blue Line service. The Blue Line would maintain a 4-hour session limit and have a total hour-per-month usage limit but remain free to the campus community.

Following the AITB meeting the same recommendations were made to the Executive Committee. This meeting resulted in a decision to increase the total number of modems for both the Express and Basic pools at an approximate cost of $450,000.

The remaining recommendations were deferred to the AITB for further consideration. The AITB was then asked by Associate Vice Chancellor Allen Solomon to review and advise on the following issues:

1. Which categories of BOL users, if any, should receive subsidized BOL Gold access.

2. What funds should be utilized to support any subsidy that might be given.

3. What usage limits are necessary to ensure that the free service is both sustainable and meets acceptable quality standards.

AIT Board Discussion

On November 20th the Board met to formally review therecommendations. The review elicited questions and discussion on remote access funding, usage patterns and the demographics of those using the service. Of greater importance, however, was the Board’s concern that the Bruin OnLine suite of services, which includes remote access, does not appear to have a strategic grounding in the overall instructional, research, administrative and public service mission of UCLA. The lack of grounding results in ambiguous objectives, leading to inadequate funding and service levels. This discussion prompted the following questions:

• Should a Bruin OnLine account be considered strategically important to UCLA’s development goals and be provided as a benefit to donors and alumni?
• As more academically-based services and information go online how do we balance that with the requirement to provide fair and equitable access for all faculty and students? This ultimately has implications on usage limits imposed upon those who use the free service and on subsidies for those who request to use the Bruin OnLine Gold service for research and instructional use.
• How will new fees for an information technology service or the implementation of usage limits interact with other fees (such as the Instructional Enhancement Initiative) already in place? The argument being that multiple fees implemented for information technology components, even if for a different purpose, are confusing to the individual user.

Proposal

We recognize the immediate need to improve the quality of service for those who use Bruin OnLine remote access. However, in order to help develop a future strategy the Board requires more time to review, discuss and come to final recommendations on policy and funding for all Bruin OnLine services. For the short term we believe the following proposal will help alleviate the need for immediate improvement while allowing adequate time for policy development that is aligned with UCLA’s overall direction:

1. Implement Bruin OnLine Gold. This service will offer immediate benefits to those already paying long distance charges for access. The tiered service should be advertised and offered as a pilot program. In the short term if an individual user requests to be subsidized for this service it should be only offered at the discretion of the user’s home department.

2. Investigate a funding model that would allow departments to be billed for BOL Gold Services used by individuals in the department.

In addition we propose the following:

3. Investigate an additional tiered service that allows individuals to be charge on a per call basis.

4. Formally analyze specific usage limits with respect to increasing requirements for students to use online services. This year’s increase in modem capacity of 44% with current session limits (20 minutes and 4 hours) should provide adequate service without imposing additional total monthly usage limits for the remainder of this academic year.

5. An analysis be conducted by CTS between now and the end of the winter quarter 1998 on usage patterns with respect to the current modem pool size, increased access demands and the Bruin OnLine Gold service.

6. The AITB staff, with the support of the Information Technology Planning Group, established by Associate Vice Chancellor Al Solomon, develop a comprehensive policy for the Bruin OnLine Service. The policy should broadly define the strategic goal of the service, align objectives with the overall mission of the University and provide a funding model that will support long-term stability and growth.

A report on the above activities should be submitted to the Board by mid-April to provide adequate time for final policy recommendations to be submitted to the Executive Vice Chancellor by May 30, 1998. This will ensure that plans can be made during the summer for Fall 1998 implementation.

Appendix 1 – CTS Recommendations for Bruin OnLine Remote Access