NWCU's Smart New Campus 2.0, layout of "IT unified smart operation and maintenance" (Part 2): operation and maintenance organization management and process management​

Xi’an University of Architecture and Technology is an implementing institution of the “National High-level University Construction Project” and the “Basic Capacity Building Project for Colleges and Universities in Central and Western China”, a co-constructed university by the Ministry of Housing and Urban-Rural Development, the Ministry of Education, and the Shaanxi Provincial People’s Government, one of the “Eight Old Architecture Schools”, a high-level university under the jurisdiction of Shaanxi Province, and one of the first batch of doctoral, master’s and master’s degree-granting institutions in the country.

The author of this article is Dou Hao, deputy director of the Network and Informatization Department of Xi'an University of Architecture and Technology, and a senior engineer. He is also the chairman of the Higher Education Professional Committee of the Shaanxi Information Network Security Association, a member of the Informatization Branch of the China Higher Education Society, a member of the Network Security Professional Committee of the China Educational Technology Society, an expert in the expert database of the Shaanxi Provincial Department of Finance, and an expert in the expert database of the Shaanxi Provincial Survey and Design Association. He is mainly engaged in the construction and research of educational informatization, network and information security, and smart campus and digital campus.

He led the team of the Cyberspace Administration of China to fully build the Xi'an University of Science and Technology Smart Campus 2.0. He not only upgraded the unified operation and maintenance platform to the "smart brain" of the smart campus, but he was also the first strategic initiator and practitioner of smart campus construction in the country to propose and successfully implement the concept of "big operation and maintenance".

The achievements of the "Big Operation and Maintenance" construction of Xi'an University of Architecture and Technology: Personnel Management

1. Unify service portal and standardize service management of operation and maintenance personnel

In order to quantify organizational effectiveness, the Cyberspace Administration's large-scale operation and maintenance service boundaries, service classifications, and service contents were sorted out, so that the operation and maintenance work could be standardized and carried out online, and the service entrance was unified to support the standardized development of the operation and maintenance work.

The "big operation and maintenance" service platform of Xi'an University of Architecture and Technology's Internet information technology has realized one-stop service, unified identity authentication, enterprise WeChat, and OA multi-terminal integrated docking. Teachers and students can handle Internet information technology related business through different access portals.

Unified Internet Information Service Portal

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Unified call center

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Operation and maintenance service mobile terminal

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2. Unified collaboration, transparent and visual management, and integrated closed loop of project collaboration and performance management

Build a unified project management collaboration and large-scale operation and maintenance performance dashboard to achieve integrated visual management of management and operation and maintenance work.

In terms of quantification of organizational effectiveness, a distinction is made between performance dashboards and quality and efficiency dashboards to provide data support and management basis for performance evaluation. Online project management has achieved online management and collaboration of 15 projects, realized efficient online collaboration of the annual key work deployment and four modernizations within the Cyberspace Administration of China, and effectively combined management and operation and maintenance work to make management and operation open and transparent.

3. Unify the automatic evaluation of labor efficiency and establish a performance overview dashboard

By standardizing and systematically recording daily operation and maintenance work on the large operation and maintenance service platform, a basis for performance management is formed; operation and maintenance workload statistics can be extracted from the specific content of personnel-work orders.

Process management of the achievements of the "big operation and maintenance" construction of Xi'an University of Architecture and Technology

1. Achieve a standardized closed loop of operation and maintenance

We have built a large-scale network information operation and maintenance service platform, unified service channels, undertaken all kinds of information service guarantee needs of the whole school, realized standardized collaboration in operation and maintenance work and a fully closed-loop service process. Since it went online in September 2024, we have effectively opened 20 online service processes, 1 fault process, and 21 automated task operation processes .
● About 2,800 effective faults: ensuring the consistency of monitoring system data and operation and maintenance environment.
● About 6,700 application services
● Call center received approximately 3,000 calls
● Unified monitoring and alarm handling of about 25,000 orders

2. Fully closed-loop operation and maintenance service process

Achievements of closed-loop design of operation and maintenance process:
● Simplify the complexity of filling out and reporting forms for teachers and students . Teachers and students only need to write and report the content of the fault or problem to initiate a work order.
● Simplify the IT equipment fault handling process for operation and maintenance engineers , connect the monitoring system with the operation and maintenance service process, integrate the monitoring alarm and operation and maintenance service process, and simplify the IT equipment fault handling process.
● The daily inspection work of operation and maintenance engineers forms an automated process , which is triggered at a fixed time, so that the results of daily inspection and other work tasks can be filled in for closed-loop disposal.

Closed-loop design of operation and maintenance process
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Automatic dispatch of orders based on alarms

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Proactive maintenance work is automatically triggered

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3. The operation and maintenance management process can be controlled

● Established "supervision information" for the operation and maintenance process to effectively grasp and control the operation and maintenance process and improve the overall service quality and efficiency;
● An operation and maintenance service analysis dashboard has been established for the operation and maintenance process to understand the overall situation of the operation and maintenance service, the distribution of operation and maintenance service problems, etc.;
● The large-scale operation and maintenance service platform for daily project management realizes online management and collaboration of Internet security projects, and achieves efficient coordination and transparent management of project management work.

Operation and maintenance process control
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Daily management work

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Project management work

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4. Intelligent operation and maintenance AI improves efficiency

Intelligent operation and maintenance assistant, voice-to-work order conversion - solving the problem of order recording efficiency

In the future, Xi'an University of Architecture and Technology will continue to work with Ruijie LeXiang Intelligent Operation and Maintenance Platform to continue to deepen its efforts in the field of intelligent operation and maintenance. We also expect LeXiang Intelligent Operation and Maintenance Platform to help us move from "Smart New Campus 2.0" to a new stage of intelligent operation and maintenance with a more intelligent, efficient and proactive service model, and provide solid support for more innovative digital applications.