/Institutions/University-of-Dubai/json/2024-2025/Policy-and-Procedure-Manual-local.json

/Institutions/University-of-Dubai/json/2024-2025/Policy-and-Procedure-Manual.json

Policy and Procedure Manual 2024-25 > Physical and Technology Resources > Equitable Access to ICT Services Policy

Equitable Access to ICT Services Policy

Policy 

1. Accessibility Guidelines:
   
   Cloud-Based Services:

   1. The university will leverage cloud-based solutions to enhance accessibility, allowing users to access services and data remotely.

   2. Faculty and staff are encouraged to utilize approved cloud platforms for collaboration and document sharing.

   3. Clear guidelines and tutorials on cloud services and usage available in UD Website to facilitate easy implementation.

2. Virtual Private Network (VPN):
   
   A. UD Staff are encouraged to use the university's VPN to securely access Campus Desktops and other ICT services from any location.

3. Support Services:
   
   IT Helpdesk Support:

   1. IT Helpdesk will be available to provide immediate assistance to users facing technical issues.

   2. The helpdesk will offer multi-channel support, including Email Tickets, web portal and phone ensuring accessibility for all.

4.  Work timing:
   
   Monday – Thursday:   8:30 A.M. – 7:00 P.M.
   Friday:                         8:30 A.M. – 12:00 P.M. (Morning)
   In person:                    IT Dept. UC building, First floor.
   Phone:                       +971 4 5566 888
   E-mail:                       ithelpdesk@ud.ac.ae
   Web:                          reach.ud.ac.ae

5.  Remote Technical Assistance:
   
   A. Technical support teams will employ remote assistance tools to troubleshoot and resolve issues for users regardless of their location.
   
   B. Comprehensive documentation and self-help resources will be accessible online for common technical queries.

6. Training and Awareness:
   
   Online Training Modules:

   1. Implement online training modules for users to enhance their ICT skills, catering to diverse learning styles.

   2. Regular notification broadcasts will be conducted to address emerging technologies and best practices.

7. Communication and Awareness Campaigns:
   
   A. Regularly communicate updates, announcements, and educational materials through accessible channels to ensure all users stay informed.
   
   B. Promote awareness of available ICT services and support mechanisms through university-wide campaigns.

8. Data Security and Privacy:
   
   Compliance Standards:

   1. ICT services will adhere to industry-standard security protocols to protect user data and privacy.

   2. Regular audits and assessments will be conducted on demand to ensure compliance with relevant data protection regulations.

9. Two-Factor Authentication (2FA):
   
   A. Implement 2FA measures for secure access to university systems, adding an extra layer of protection for user accounts.

10. Continuous Improvement:
    
    Feedback Mechanisms:

    1. Establish survey feedback channels from QAIE department to gather input from users on their ICT service experience.

    2. Regularly review and enhance policies and procedures based on user feedback and emerging technological trends.

11. Enforcement and Compliance:

    1. Non-compliance with these policies may result in the restriction of ICT service access.

    2. All university stakeholders are required to familiarize themselves with and adhere to these policies and procedures.

12. Review and Revision:

1. These policies and procedures will be subject to periodic review to ensure relevance, effectiveness, and alignment with the evolving needs of the university community.

2. This set of policies and procedures aims to create a framework that fosters an inclusive and accessible ICT environment, ensuring that all university stakeholders can benefit from technology services regardless of their geographical location.