A Message
From the Vice President & CIO
Every day, technology enables learning, research, healthcare, and the countless operations that keep Augusta University moving forward. Whether someone is logging into a classroom application, conducting groundbreaking research, accessing a secure facility, or reaching out to our Help Desk for assistance, Information Technology works behind the scenes to ensure those experiences are reliable, secure, and accessible.
Throughout fiscal year 2026, our team remained focused on delivering innovative technology solutions while strengthening the foundation that supports our university’s mission. From modernizing campus infrastructure and expanding cybersecurity and physical security technologies to enhancing research computing, improving student services, and supporting major construction projects, our work reached every corner of the institution.
Many of the year’s accomplishments happened quietly in the background, yet their impact is significant. We completed major technology transformations, expanded campus security with new surveillance and emergency response capabilities, improved digital services for students and employees, strengthened research infrastructure, and continued providing around-the-clock support to our university community. These efforts reflect not only our commitment to operational excellence but also our dedication to creating a secure, connected, and innovative campus.
The information that follows highlights the work of an extraordinary team whose expertise, collaboration, and commitment make these achievements possible. I am incredibly proud of what we accomplished together this year and grateful for the partnerships across Augusta University that continue to drive innovation and excellence.
Thank you for your continued trust in Information Technology as we work to support the University’s mission and build the technology foundation for the future.
Michael Casdorph, EdD
VP, Information Technology
Chief Information Officer
Customer Support & Digital Experience
Delivering technology solutions that improve the university experience
Customer Service
IT Customer Service delivered responsive support to students, faculty, staff, and researchers while expanding student technology services and ensuring technology supports teaching, learning, and patient care. Student equipment loans remained available to support academic needs, and a new campus printing solution was completed to modernize student printing services.
37,202
Help Desk Phone Calls Answered
20,916
ServiceNow Requests Completed
46,432
Incidents Managed
97%
Overall Customer Satisfaction Rating
2,211
Equipment Loans
64,043
KnowledgeBase Article Views
280,735
Pages printed through new campus printing solution
Academic, Classroom & Event Technology Support
AU IT delivered reliable technology support across classrooms, academic programs, and campus events, ensuring faculty, staff, students, and executive leadership had the technology they needed for teaching, learning, patient care, and university operations. Through proactive planning and rapid response, the team minimized disruptions and provided exceptional service across Augusta University's Health Sciences campus.
13,000
Academic Classes Supported
1,100
In-Person Class Sessions Supported
18,000+
Meetings and Events Supported
4,961
Support Requests Resolved
800+
Classroom technology incidents resolved
1,200+
Faculty & Staff fix requests completed
187
High-Priority Support Escalations Managed
95
High-Profile VIP events supported
Web Services & IT Communcations
Over the past year, Web Services and IT Communications advanced Augusta University’s
digital ecosystem through enterprise infrastructure upgrades, accessibility initiatives,
and targeted outreach. Key technical milestones included rebuilding core augusta.edu templating frameworks, engineering a unified sitewide global navigation system, and
executing backend server migrations to reduce technical debt. To champion sitewide
WCAG compliance, the team built modular elements and templates in Modern Campus CMS
that empower distributed publishers to create accessible, on-brand content.
Alongside web modernizations, the team strengthened university-wide engagement by
supporting major IT initiatives and deploying Emma, AU’s enterprise email platform,
ensuring seamless operational alignment and communication ahead of its June 2026 launch.
51
Newly Trained Campus Web Publishers
2,629
Outdated files removed using the Content Cleanup Tool
12,910
Issues Remediated in SiteImprove
8,252,225
Sessions on Enterprise Sites
JagCard Services
JagCard Services completed a major migration from the legacy CSGold platform to the modern Transact credential management system, streamlining credential and meal plan processes, expanding digital services, and creating a scalable foundation for future mobile credential and self-service capabilities.
3,000+
Walk-In JagCard Transactions Completed
98.4%
Customer Satisfaction Rating
6,000+
Email Service Requests Processed
4,200+
Student Credentials Prepared before Arrival
Enterprise Systems & Data
Enabling informed decisions and efficient university operations
Enterprise Data
Enterprise Data enhanced AU’s ability to use data effectively by expanding access to modern analytics tools and improving reporting capabilities. The implementation of Microsoft Fabric and Power BI provides faculty and staff with easier access to meaningful insights while reducing technology costs. Through system upgrades and support for critical institutional reporting, Enterprise Data continues to provide trusted information that helps university leaders make informed decisions.
Account & Identity Management
AU IT helps ensure students, faculty, and staff have secure, reliable access to the technology resources they need every day. Through account management, password support, and ongoing security improvements, the Identity & Access Management team helps protect university systems while providing a seamless technology experience.
2,073
NetID and Box Account Requests Completed
12,292
Outdated Accounts Retired
299.4B+
Identity Transactions Processed
Academic & Student Information Systems
AU IT continued to enhance the systems that support the student experience, from admissions and financial aid to advising, international student services, and academic planning. Through upgrades and integrations across key academic platforms, IT improved reliability, streamlined processes, and provided faculty, staff, and students with more efficient tools to support student success.
24
Academic Technology Projects Tracked with 12 Completed during FY26
1,545
System Requests Received
1,451
System Requests Completed
Connected Campus & Reliable Infrastructure
Keeping AU connected with fast, reliable, and accessible technology
Device Management
Approximately 1,700 computers were replaced or upgraded during the device refresh project to improve performance, reliability, and cybersecurity. The new devices provide faculty and staff with modern technology that better supports instruction, research, and everyday work across campus. Device refresh will continue into FY2026-27.
10,379
Devices Supported Through Centralized Mangement Services
121,526
Applications Installed
988
Devices Transitioned to Modern Intune Management
2,418
New Device Activations Completed
4,020
Devices Retired from Management
Network & Hosting
Infrastructure & Network Services continued to enhance Augusta University’s technology foundation by improving connectivity, modernizing critical systems, strengthening security, and providing reliable support for campus operations. During this fiscal year, six major technology upgrades were completed: improvements to wireless networks, cybersecurity protections, backup systems, phone services, and the Christenberry Fieldhouse network.
4,812
Campus Phones Upgraded
120
Outdoor Wi-Fi Access Points installed across Summerville Campus
263
Outdated Servers Retired
3,676
Server Security & System Updates Completed
8,765
Technology Support Requests Completed
IT Project Management
Through effective project management and institutional partnership, AU IT continued to deliver technology solutions that strengthen operational reliability, improve user experiences, and support Augusta University’s strategic mission.
- Managed and tracked 40+ technology initiatives supporting university priorities.
- Coordinated enterprise projects across cybersecurity, identity management, academic systems, student services, analytics, and campus operations.
- Improved project visibility, governance, and delivery alignment through enhanced portfolio tracking and stakeholder collaboration.
- Supported successful implementation of major FY26 initiatives, including: Student printing modernization, JagCard credentialing system migration, Academic system enhancements, Power BI analytics transition, Cybersecurity and identity modernization initiatives, and Classroom and learning environment technology upgrades