Plans for Technology and Educational Support Services >> DETS Program Review

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DETS Program Review
Glen Kuck

Version: 1
Group: 2009 - 2010
Type: District Program Review
Last Modified On: 5/6/2010 11:52:12 AM
Last Modified By: Glen Kuck
State: Submitted (Draft)
State By: Glen Kuck

Sub Plans

  • Printing Services: Louis Chavira
  • Technical Services: Technical Services
  • Administrative Applications: DCS Administrative Systems Plan
  • EduStream: Plan
  • Distance Education: Distributed Education

Instructions

1. Mission

  1. Assume the reader knows nothing about your unit. Please describe concisely its mission.

To provide the RIGHT services, at the RIGHT time, in the RIGHT way for the RIGHT people
 

2. Description

  1. Please describe concisely the following characteristics of your unit. Feel free to use both narrative and quantitative information.
    1. Purpose
    2. Functions or services
    3. Clientele(s)
    4. Value of your services to the clientele(s), the Colleges, and the District
    5. Organizational structure and number of personnel by function
    6. Annual budget by object code for the last three years
    7. Hours of operation, location, and other pertinent service characteristics
    8. Significant changes, if any, since the last program review

The purpose of Distributed Education and Technology Services (DETS) is to provide the core and underlying educational and administrative technologies and services necessary to enable our colleges to serve students and their communities.

DETS is comprised of District Computing Services, Distributed Education, Printing Services, and EduStream.  The services we offer include maintenance and support of District-wide core technology hardware and applications; help desk services; web-services; graphics and publications; hosting of learning management systems; training; project management; and more. 

We serve the faculty, students, staff, and administration of the San Bernardino Community College District, Crafton Hills College, and San Bernardino Valley College.

DETS is overseen by the Executive Director of Distributed Education and Technology Services and consists of 5 additional managers and 25 staff.

All DETS operations are located at the SBCCD 8th Street Annex located at 441 West 8th Street, San Bernardino, CA 92401.  Our hours of operation are Monday-Friday from 8:00am - 5:00pm during Fall and Spring sessions and 7:00am - 6:00pm Monday - Thursday during Summer session.  We can be reached at (909) 384-4325.

3. Outcomes and Other Measures of Effectiveness

  1. Identify at least one essential measure of effectiveness for each major operation of the unit. (See Effectiveness Measurement Guidelines and Examples.)
  2. Include at least one baseline measure or measure of progress on a well-defined outcome.
  3. Include at least one measure showing effectiveness in responding to the Colleges’ needs.
  4. For each measure, identify the assessment method you used.
  5. Please summarize the results of the measures you have applied. If results showing trends over time are available, please report them.

Outcomes and measures of effectiveness are done at the unit level for each DETS area.

4. External Opportunities and Challenges

  1. Describe any external opportunities that might lead to unit improvement over the next three to five years.
  2. Describe any external challenges (e.g., legal requirements, budgetary constraints) that might limit operations or improvement over the next three to five years.

Opportunities

  • SBCCD is one of the few colleges in the state to have 1 gigabyte of bandwidth;
  • SBCCD has implemented a new IT governance model that better ensures responsiveness to stakeholder needs by actively soliciting and incorporating input from all stakeholders and enabling the colleges to have a greater role in establishing the technology priorities of the District.
  • SBCCD has been successful in securing many grants to support technology, including two Title V grants, a CCC State grant, and numerous nanotechnology grants.
  • With the exception of the Help Desk, SBCCD has recently brought all IT services back in-house and is now fully staffed with quality District employees.
  • SBCCD has developed EduStream and hosts a full digital repository of courses for all California Community Colleges for which it has received numerous awards and grants.
  • For the first time in 20 years, SBCCD IT is now managed by District employed managers. These positions include two Campus Directors of IT, a District Technical Director, the Director of District Computing Services, and the Executive Director of Distributed Education and Technology Services.
     

Challenges

  • Significant fiscal challenges over the next 2-3 years due to state budget cuts;
  • Serving more with fewer staff and the need for staff development to bring employees with new responsibilities and new hires up to necessary competence levels;
  • Increasing demands on core systems as we address increasing class sizes;
  • Remaining technologically current, despite budget cuts, and finding innovative ways to serve more with less;
  • Finding effective ways of collaborating with, serving, and meeting the expectations of end-users and other stakeholders;
  • Ensuring the security and integrity of all information systems while improving access;
  • Modernizing our infrastructure and accommodating for emerging technologies that will enable us to streamline applications and business processes;
  • Anticipating and implementing systems that will enable us to address federal, state, local, and accreditation requirements;
     

5. Analysis and Evaluation

  1. Analyze the implications of the assessment results and external factors for your unit.
  2. In light of your analysis, what are your unit’s main strengths?
  3. In light of your analysis, what are your unit’s main weaknesses?

6. Three-to-Five Year Vision

  1. Describe your unit as you would like it to be three to five years from now.

Our Technology Vision:

  • Technologies will enable and enhance collaboration, communication, and partnerships within the District, and with federal, state, local, and community partners;
  • Administrative applications will communicate seamlessly, enabling real time exchange of reliable data between systems;
  • Information systems will expand and enhance services while maintaining forward and backward compatibility;
  • Students, faculty, and staff will have an environment that is technologically current;
  • The privacy and security of information within our technology systems will be ensured.
     

7. Impact on the Colleges and the District

  1. Describe the most significant relationships with other District operations and College operations.
    1. What major impact does your unit have on them?
    2. .What major impact do they have on your unit?
  2. How do your mission, vision, and goals contribute to the Board Imperatives and the District and/or College mission, vision, strategic directions, and/or goals?

All entities within the San Bernardino Community College District rely on DETS to provide them with secure and reliable access to they systems used to run the District (e.g. student information, employee tracking, library systems, etc.).  DETS, in turn, is dependent on the colleges and the planning process of the entire District to provide direction and focus to the services we offer.  Thus, there is the need for constanct communication and two-way alignment.  

The overarching Mission, Vision, and Goals of DETS come for the District Technology Strategic Plan.  This plan is developed using the collegial consultation model and is based on the other master planning documents in the District (District Strategic Plan, College Technology Plans, etc) and the Board of Trustee imperatives.

8. Other Pertinent Information

  1. Include here any other information you regard as necessary for a full understanding of your unit.

9. Goals, Objectives, Action Plans, and Resource Requests

  1. Goals (with priority rank) over the next three years
  2. Objectives (with priority rank) under each Goal
  3. Principal Activities under each Objective, if available
  4. Timeline for completion of each Activity or Objective
  5. Person responsible for ensuring completion of each Activity or Objective
  6. Progress on or achievement of a given Goal or Objective does not necessarily require additional resources. For Goals and Objectives that do require resources, enter the following information:
    1. Resources required to achieve Goals and Objectives over the next three years, with description and rationale for each
    2. Identification of associated Goals or Objectives
    3. Type of Resource
      1. Expenditure Category
      2. One-time/Ongoing
    4. Estimated annual cost (or savings) for the next three years
  • 1 - Goal - Expand DE services offerings

    Develop prioritize list of potential services and technology that DE may offer at the district and campus levels and to support DE constituents.

    Priority Rank:
    2
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 1.1 - Objective - Identify potential services that can meet the DE constituents' needs
      Priority Rank:
      1
      Start Date:
      08/12/2010
      End Date:
      12/16/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 1.1.a1 - Survey

        Survey all constituencies on types of training and technologies they perceive they need.

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
    • 1.2 - Objective - Integrate technology that support DE strategic vision
      Priority Rank:
      2
      Start Date:
      04/13/2011
      End Date:
      04/17/2013
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 1.2.r1 - Staffing
        Description

        Staffing to support expanded DE services at district and campus levels

        Rationale

        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
      • 1.2.r2 - Hardware
        Description
        Rationale

        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
      • 1.2.r3 - Software
        Description

        Rationale
        Resource Type:
        One-time
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
      Actions/Activities:
      • 1.2.a1 - Research emerging technology

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 1.2.a2 - Identify and recommend feasible technology to implement on campuses/district

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 1.2.a3 - Develop timeline to complete integration of agreed upon technology

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
  • 2 - Goal - Provide infrastructure to support DE courses and services

    Infrastructure, with funded replacement cycles, will be in place to allow constituents access to DE and campus information through computer based websites and application as well as mobile computing.

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 2.1 - Objective - Identify district and campus level infrastructure needs

      Identify hardware, software, technical support, and ancillary material & resources

      Priority Rank:
      1
      Start Date:
      04/13/2011
      End Date:
      12/15/2011
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 2.1.a1 - Develop, implement, & review DE technology maintanence plan

        Start Date:
        04/11/2011
        End Date:
        08/11/2011
        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
    • 2.2 - Objective - Integrate online student services into DE and traditional courses

      Further the services required to support DE courses in keeping with the quality afforded to face-to-face and campus programs

      Priority Rank:
      2
      Start Date:
      04/01/2011
      End Date:
      04/01/2014
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 2.2.r1 - Hardware
        Description

        District wide solutions that may be used by campus faculty & staff in support of Online student services

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
      • 2.2.r2 - Software
        Description

        District wide solutions that may be used by campus faculty & staff in support of Online student services

        Rationale

        Resource Type:
        Ongoing
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
      Actions/Activities:
      • 2.2.a1 - Research best practice regarding online student services

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 2.2.a2 - Identify & prioritize student service areas

        Identify & prioritize student service areas to augment with online technology

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 2.2.a3 - Develop online student services plan for DE component

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
  • 3 - Goal - DE Staffing Matrix

    Develop framework to ensure appropriate personnel and financial resources are allocated to the DE department

    Priority Rank:
    2
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 3.1 - Objective - Develop Staffing Matrix
      Priority Rank:
      1
      Start Date:
      08/03/2010
      End Date:
      10/20/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 3.1.r1 - Recruit & hiring of DE staff
        Description

        Based on staffing matrix, funds to hire additional DE staff to support our services

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
      Actions/Activities:
      • 3.1.a1 - Identify staffing needs
        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 3.1.a2 - Determine staffing requirements

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 3.1.a3 - Develop staff management plan

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
      • 3.1.a4 - Make formal staffing recommendations

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
  • 4 - Goal - Faculty/Staff Training

    Increase technology skillset to allow DE to introduce more innovative and emerging technologies and training into the educational process

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 4.1 - Objective - Identify training opportunities for DE Faculty and Staff
      Priority Rank:
      1
      Start Date:
      08/24/2010
      End Date:
      12/15/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 4.1.a1 - Survey

        Survey all constituencies on types of training and technologies they perceive they need.

        Responsible Person:
        Trelisa R. Glazatov
        Originating Entity:
        Technology and Educational Support Services
    • 4.2 - Objective - Professional development plan for DE faculty & staff
      Priority Rank:
      1
      Start Date:
      01/05/2011
      End Date:
      03/09/2011
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 4.3 - Objective - Develop web-based training modules
      Priority Rank:
      1
      Start Date:
      04/14/2011
      End Date:
      08/15/2012
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 4.3.r1 - Software
        Description

        Software to create web-based training modules

        Rationale

        Resource Type:
        One-time
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
      • 4.3.r2 - Hardware
        Description

        Hardware to create web-based training modules

        Rationale

        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
  • 5 - Goal - DE Staff Development
    Priority Rank:
    3
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 5.1 - Objective - Identify training areas related to DE
      Priority Rank:
      2
      Start Date:
      08/12/2010
      End Date:
      12/09/2010
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 5.2 - Objective - Create training plan for DE staff
      Priority Rank:
      3
      Start Date:
      01/13/2011
      End Date:
      02/10/2011
      Responsible Person:
      Trelisa R. Glazatov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 5.2.r1 - Training funds
        Description

        Dedicated funds for training of DE staff

        Rationale

        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        Originating Entity:
        Technology and Educational Support Services
  • 6 - Goal - Support System

    3. Goal- Establish an effective support system to empower district and college users to effectively report and resolve technology issues.
      

    Priority Rank:
    3
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 6.1 - Objective - Objective 1

      Objective – Redesign the DCS helpdesk. This will help improve measures B and C (ticket response time and satisfaction with ticket response time)

      Priority Rank:
      1
      Start Date:
      03/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 6.1.r1 - Resource Request
        Description

        Presiduim, User Committees, DETS Managers

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 6.2 - Objective - Objective 2

      Objective – Establish Committee(s) to facilitate user involvement with technology and support initiatives

      Priority Rank:
      2
      Start Date:
      01/04/2010
      End Date:
      02/01/2010
      Responsible Person:
      Glen Kuck
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 6.3 - Objective - Objective 3

      Objective – Create FAQs and Quick tips to better train the user to deal with minor and frequently occurring issues.

      Priority Rank:
      3
      Start Date:
      04/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 6.3.r1 - Resource Request
        Description

        Presiduim, All DCS Employees, User Committees

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
  • 7 - Goal - Computing Environment

    2. Goal - Provide a secure and stable computing environment for the district and colleges
         

    Priority Rank:
    2
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 7.1 - Objective - Objective 1

      Objective – Develop and implement hardware and software standards for network infrastructure

      Priority Rank:
      1
      Start Date:
      11/01/2010
      End Date:
      12/31/2010
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 7.1.r1 - Resource Request
        Description

        Resources - DETS Managers, User Committees, P2S (vendor name)

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 7.2 - Objective - Objective 2

      Objective – Review, update and or create the District Security Policy. This will be handled through the district Technical Services DETS Committee.

      Priority Rank:
      2
      Start Date:
      01/03/2011
      End Date:
      02/28/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 7.2.r1 - Resource Request
        Description

        Resources – DETS Managers, CISOA Online Community

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 7.3 - Objective - Objective 3

      Objective – Establish mechanisms that will aid in the identification and prevention of abuse in SBCCD networks and computer systems

      Priority Rank:
      3
      Start Date:
      01/01/2011
      End Date:
      01/31/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 7.3.r1 - Resource Request
        Description

        Resources – Dell, Fortinet, Campus Tech Directors, STSS

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 7.4 - Objective - Objective 4

      Objective – Upgrade current IP telephony system to provide for the latest in call accounting and emergency services

      Priority Rank:
      5
      Start Date:
      03/16/2010
      End Date:
      06/16/2010
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 7.4.r1 - Resource Request
        Description

        Resources – Nexus, STSS and 2 Telecommunication Specialists

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
  • 8 - Goal - Educational Experience

    1. Goal - Provide technologies that are cohesive accross all services areas of the district

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 8.1 - Objective - Objective 1

      Objective – Standardize on wireless configuration across district and colleges

      Priority Rank:
      1
      Start Date:
      09/01/2010
      End Date:
      12/01/2010
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
  • 9 - Goal - Deliver quality accessible educational content

    To improve the quality and the accessibility of content on EduStream by making the content ADA compliant, finding methods to deliver the content reliably to end users and making the content easy to access for end users.

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 9.1 - Objective - AFB Compliance review

      Develop agreement with the American Foundation for the Blind (AFB) to conduct a ground up review of EduStream for ADA Compliance.

      Priority Rank:
      1
      Start Date:
      05/25/2009
      End Date:
      09/30/2010
      Responsible Person:
      Yvette Tram,Trelisa Glazaov
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.1.r1 - AFB
        Description

        A review of the EduStream site by the American Foundation for the Blind

        Rationale

        Want to ensure the navigation and the build-out of the EduStream website is accessible to people with handicaps such as blindness.

        Resource Type:
        One-time
        Expenditure Category:
        Services
        Originating Entity:
        Technology and Educational Support Services
    • 9.2 - Objective - New infrastructure build out

      Complete the build-out of EduStream’s Infrastructure and co-location.

      Priority Rank:
      1
      Start Date:
      05/28/2009
      End Date:
      05/25/2010
      Responsible Person:
      Andy Chang, Osman Parada
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.2.r1 - Infrastructure
        Description

        To build-out a redundant infrastructure to house the EduStream platform

        Rationale

        Want to create an infrastructure that has a disaster recovery site out of state in case of disastrous events in California, EduStream can still be accessible.

        Resource Type:
        Ongoing
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
    • 9.3 - Objective - Expand availability of quality accessible content

      Manage and expand repository library with ADA compliant, higher–ed academic appropriate content.

      Priority Rank:
      1
      Start Date:
      05/29/2009
      End Date:
      09/30/2010
      Responsible Person:
      Osman Parada, Andrew Chang
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 9.4 - Objective - Ability to brand locally

      Develop the capability for institutions to locally brand the look and feel of EduStream

      Priority Rank:
      4
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Yvette Tram
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 9.5 - Objective - EduStream Help Desk

      Develop and deploy a Centralized Help Desk for EduStream that includes Service Level Agreements

      Priority Rank:
      3
      Start Date:
      01/01/2010
      End Date:
      06/29/2010
      Responsible Person:
      Osman Parada
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.5.r1 - Help Desk
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        Originating Entity:
        Technology and Educational Support Services
    • 9.6 - Objective - Test User Group

      Establish a user test group for new features developed and deployed on EduStream’s test environment prior to going into production

      Priority Rank:
      4
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Osman Parada
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.6.r1 - Test Group
        Description

        A group of faculty and staff from SBCCD to evaluate and use EduStream

        Rationale

        To get feedback from our customers as to the use and feel of EduStream.  Provides the staff valuable information to continue the improvement and evolution of the platform

        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 9.7 - Objective - Alternate authentication methods

      Research and develop standards compatibility within EduStream for authentication

      Priority Rank:
      1
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Andy Chang
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.7.r1 - Authentication
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
    • 9.8 - Objective - Deep Web Search (Federated Search)

      Research and develop EduStream’s federated search capabilities. Be able to perform federated search across three repositories (single database or collection of databases)

      Priority Rank:
      3
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Yvette Tram
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.8.r1 - Deep web search
        Description

        Enable EduStream to search other repositories and vice versa

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 9.9 - Objective - Encoding to various formats

      Research and encode, as appropriate, EduStream’s content in varying formats to enable maximum portability

      Priority Rank:
      2
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Osman Parada
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 9.9.r1 - Encoding Formats
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
  • 10 - Goal - Acquire additional accessible content

    Explore new content vendors and review their content for possible addition to the EduStream repository.
     

    Priority Rank:
    2
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 10.1 - Objective - ADA compliant content

      Manage and expand repository library with ADA compliant, higher–ed academic appropriate content

      Priority Rank:
      1
      Start Date:
      01/01/2009
      End Date:
      06/30/2013
      Responsible Person:
      Osman, Andy , Yvette
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 10.1.r1 - ADA Content
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        Originating Entity:
        Technology and Educational Support Services
    • 10.2 - Objective - Non-proprietary content

      Develop new instance of EduStream focused on non-proprietary content

      Priority Rank:
      3
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Yvette, Osman, Andy
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 10.2.r1 - Student Environment
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 10.9 - Objective - Ingestion Formats

      Enable EduStream to be able to ingest content from any digital format

      Priority Rank:
      4
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Yvette Tram
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 10.9.r1 - Ingestion
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
  • 11 - Goal - Deploy EduStream locally, statewide and nationally

    Fully deploy EduStream to institutions nationwide

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 11.1 - Objective - Legal documents/contracts

      Signing of appropriate legal document by instiutions and SBCCD's Board of Trustees

      Priority Rank:
      1
      Start Date:
      07/01/2009
      End Date:
      06/30/2013
      Responsible Person:
      Osman Parada
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 11.1.r1 - Contracts
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
    • 11.2 - Objective - Training

      To train institution faculty/staff/site administrators on how to use EduStream

      Priority Rank:
      1
      Start Date:
      01/01/2009
      End Date:
      06/30/2013
      Responsible Person:
      Osman Parada
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 11.3 - Objective - Hosting services with CCCTC and CENIC

      Develop working relationship with the CCC Technology Center for the hosting and development of services for the CCCs, including e-portfolios, general hosting services, programming, etc

      Priority Rank:
      1
      Start Date:
      01/01/2010
      End Date:
      06/30/2013
      Responsible Person:
      Andy Chang
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 11.3.r1 - Community Hosting
        Description
        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Facilities
        Originating Entity:
        Technology and Educational Support Services
    • 11.4 - Objective - Reporting and Metrics capability

      Expand EduStream’s reporting capabilities on usage and other metrics based on member institution and partner needs.

      Priority Rank:
      2
      Start Date:
      01/01/2010
      End Date:
      06/30/2010
      Responsible Person:
      Yvette Tram
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
  • 12 - Goal - Self Sufficient User Community

    Users who are self sufficient and knowledgeable about all ERP apps DCS supports and provides.

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 12.1 - Objective - Provide user training

      User training is critical to the goal of self-sufficiency. It requires expenditure of both time and money on the part of technology staff and user departments. It requires much thought in the development of training programs to ensure the right content is targeted to the right people at the right time. It requires continual feedback to ensure that on-going training remains current in light of changing work processes

      Priority Rank:
      1
      Start Date:
      04/01/2010
      End Date:
      04/01/2012
      Responsible Person:
      Carol Hannon
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 12.1.r1 - Class setup
        Description

        Need moveable classroom infrastructure to allow for setting up classes in various venues.

        Rationale

        In order to satisfy the need for providing training at different sites, for different class sizes, and to ensure people are away from their desks, a movable classroom infrastructure is needed that can be set up in available spaces and take advantage of wireless networking technologies where ever it is. Need is for 15 laptops, a switch, and a printer.

        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
        First Year Cost/Savings:
        $25,000.00/$0.00
      • 12.1.r2 - Video Camera
        Description

        To provide on-line training classes we must develop content. Use of a video camera would allow for capturing training sessions that could then be delivered to those who could not attend or new people.

        Rationale
        • Allows development of more content with fewer people
        • Allows delivery of class content to more staff thus expanding the learning opportunities
        • Provides just-on-time delivery of content making users more self-sufficient
        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
        First Year Cost/Savings:
        $2,500.00/$0.00
      Actions/Activities:
      • 12.1.a1 - Develop and deliver training programs

        User Liaisons and Systems Analyst are working on developing a program to deliver training to software systems end users. Training will cover major aspects of Datatel, ImageNow, SARS and related systems the group supports. Various training classes will be delivered throughout the year on a schedule as set forth by the group. A list of critical training needs will be maintained by the group and classes will then be developed, scheduled, and provided periodically for each need. Classes may be taught using in-person or web-based lecture/lab experiences or provided as a web-based rich media experience (video/flash/etc).

        Start Date:
        01/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Carol Hannon
        Originating Entity:
        Technology and Educational Support Services
      • 12.1.a2 - Develop training skills

        In order to effectively train others a trainer must develop a basic skill set in teaching modalities and delivery techniques. This is an on-going process requiring a trainer to grow and become better with time and each training engagement.

        Start Date:
        04/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        All Trainers
        Originating Entity:
        Technology and Educational Support Services
      • 12.1.a3 - Build a training classroom

        DCS must build workable classroom environments for small-to-medium class groups that can be available at each supported work site (Valley, Crafton, District and Annex). Most current labs and classrooms at college campuses are not suitable presently because they are on a sub-network that denies access to ERP systems. In addition, ERP client programs are not loaded on these PCs due to security concerns. District and Annex office space generally does not lend itself well to classroom teaching and, if it does, does not contains required technology such as PCs or laptops. DCS should maintain a set of laptops and related technology configured for use as a roving classroom.

        Start Date:
        07/01/2010
        End Date:
        09/01/2010
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 12.1.a4 - Deliver video capability

        Software - Camtasia or Captivate (sufficient licenses, updated version): In order to deliver video capability, the technology must be available and usable. We currently have one copy of Camtasia and Captiva. For training purposes as camcorder with accessories is also needed. In addition, the training developers must be trained to use the technology.

        Start Date:
        07/01/2010
        End Date:
        09/01/2010
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 12.1.a5 - Training development

        Time must be set aside to ensure that training is developed well. Trainers must be given time to dedicate to, and focus on, this activity

        Start Date:
        03/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Carol Hannon
        Originating Entity:
        Technology and Educational Support Services
      • 12.1.a6 - Develop other user training resources

        Other training opportunities for users need to be explored including, but not limited to: training from vendors, training from external peer groups (other colleges using the software), trainig from power users (within departments), user group conferences, internal campus peer groups, and on-line forums and list-serves.

        Start Date:
        04/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        All
        Originating Entity:
        Technology and Educational Support Services
    • 12.2 - Objective - Provide current documentation

      User and technical documentation together provide a solid foundation for support and an on-going reference to assist in the learning process after classroom instruction. However, to be usable, documentation must remain current and must be readable. Standardization of documentation formats is recommended to ensure ease of use.

      Priority Rank:
      3
      Start Date:
      04/01/2010
      End Date:
      04/01/2012
      Responsible Person:
      DyAnn Walter
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 12.2.r1 - Documentation Specialist
        Description

        Hire a documentation writer

        Rationale

        Whatever technology is utilized, documentation must be developed and maintained. Standards must be developed and enforced. Creation of some sort of documentation is easy enough. However, managing that documentation and maintaining its currency is, and has always been, extremely difficult if not impossible without someone focused on that task. There currently is no body.

        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
        Originating Entity:
        Technology and Educational Support Services
        First Year Cost/Savings:
        $40,000.00/$0.00
        Second Year Cost/Savings:
        $40,000.00/$0.00
        Third Year Cost/Savings:
        $40,000.00/$0.00
      Actions/Activities:
      • 12.2.a1 - Standardize format

        Before developing and updating documentation a standardized format should be developed.

        Start Date:
        04/01/2010
        End Date:
        06/01/2010
        Responsible Person:
        DETS Administrative Applications Committee
        Originating Entity:
        Technology and Educational Support Services
      • 12.2.a2 - Clean up old documentation

        Existing documentation is mostly out of date and not well suited to use in current environments. All existing documentation should be quarantined. Each document can then be reviewed, updated, and placed back into service as time permits. This can only be done with help from the user community.

        Start Date:
        06/02/2010
        End Date:
        04/01/2012
        Responsible Person:
        All
        Originating Entity:
        Technology and Educational Support Services
      • 12.2.a3 - Web services

        Use wikis to provide procedural documentation. Wikis provide more opportunity for collaboration in maintaining process steps than does other types of documentation. In addition, use web services such as Sharepoint to provide a single portal experience for access to diverse document resources.

        Start Date:
        04/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 12.2.a4 - Evaluate new technologies to deliver documentation

        New technologies are introduced periodically to enhance the learning experience and many involve documentation. These technologies consume resources just for the evaluation process and then more resources for implementation and use if they are selected. However, this is a critical component of currency in technology and support services that can help ensure the colleges are successful in their missions. Identification of these technologies should be open to all and evaluation and selection done by cross-functional and cross-campus teams or committees.

        Start Date:
        04/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        All
        Originating Entity:
        Technology and Educational Support Services
      • 12.2.a5 - Incentivize use of documentation

        Provide incentives to users to use documentation provided and to report updates needed.

        Start Date:
        04/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        User Liaisons
        Originating Entity:
        Technology and Educational Support Services
      • 12.2.a6 - Explore the feasibility of obtain additional resources

        Current staff has limited time and energy to devote to document maintenance and management. Possible options include approving overtime for current staff, contract sourcing document maintenance, or hiring additional staff. This is a resource management activity.

        Start Date:
        07/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
    • 12.3 - Objective - Publicize provided opportunities

      Systems users need to be advised of new and updated systems so they know what is available for use. Training and documentation is useful only after users know things are available and that they might be affected.

      Priority Rank:
      2
      Start Date:
      05/01/2010
      End Date:
      04/01/2012
      Responsible Person:
      Dianna Jones
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 12.3.a1 - Newsletter

        Develop and publish a periodic newsletter containing published content as well as links to web-based content that describes what DCS is doing. This information should be submitted by all DCS staff for compilation and publishing via email and the web.

        Start Date:
        06/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Dianna Jones
        Originating Entity:
        Technology and Educational Support Services
      • 12.3.a2 - Maintain website

        The DCS website should contain current content and links that help users do their jobs effectively and keeps them abreast of work that DCS does to assist them to that end. Maintaining currency and quality of information is critical in the support of employees at all sites.

        Start Date:
        05/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Dianna Jones
        Originating Entity:
        Technology and Educational Support Services
    • 12.4 - Objective - Permissions maintenance

      Datatel system users must be provided proper access to the system to be able to effectively do their jobs. It is not always easy for users to know what is needed or what is available so users have, in the past, been given to much access. In some cases users do not have enough access to perform functions they need to perform and are, therefore, crippled.

      Priority Rank:
      4
      Start Date:
      07/01/2010
      End Date:
      12/31/2010
      Responsible Person:
      DyAnn Walter
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 12.4.a1 - Re-Vamp permissions

        DCS must re-vamp the permissions granting process, as well as the current permissions classes, to ensure this does not continue to be a problem.

        Start Date:
        07/01/2010
        End Date:
        12/31/2010
        Responsible Person:
        DyAnn Walter
        Originating Entity:
        Technology and Educational Support Services
  • 13 - Goal - Quality, timely and accurate project implementation

    Because most processes in business today interact in significant ways with technology, delays in implementing new systems, or systems updates, can have major negative impacts on employees' ability to perform work, or the District's ability to meet mandated requirements. Since technology projects make these updates available and project management is the control mechanism to ensure projects are done well and efficiently, lack of a structured management process generally will equate to poorly done and implemented projects. Thus, this goal requires an underlying project management structure with staff trained in its use and in the toolsets needed to meet project goals and milestones

    Priority Rank:
    2
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 13.1 - Objective - Implement structured project management

      A standardized project management approach to project implementations ensures that all projects are approached, controlled, and implemented the same way. This allows you to manage expectations, communicate effectively, and complete work with a high degree of accuracy. Implementing a standard methodology would ensure the campuses are involved when necessary and are prepared up-front for that involvement.

      Priority Rank:
      2
      Start Date:
      04/01/2010
      End Date:
      04/01/2012
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 13.1.a1 - Project documentation

        Define, build and continuously improve a standardized set of documents to be used for project management including, but not limited to: scope, specifications, risk management, change management, startup and shutdown checklists, resource requirements, milestone definitions, etc.

        Start Date:
        04/01/2010
        End Date:
        09/01/2010
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 13.1.a2 - Methodology definition

        Define and document methodology to be used.

        Start Date:
        04/01/2010
        End Date:
        09/01/2010
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 13.1.a3 - Implementation

        Implement the new methodology as a project itself using the project life cycle approach (define, plan, implement, maintain). This requires refinement and/or redefinition of parts and pieces over the life of the project management process.

        Start Date:
        09/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
    • 13.2 - Objective - Assistive technology

      Obtain, implement, and train on assistive technologies in support of a structured project management methodology. Note: a methodology can be put in place using available tools but assistive technologies will build collaboration and capability.

      Priority Rank:
      3
      Start Date:
      09/01/2010
      End Date:
      04/01/2012
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 13.2.r1 - MS Project Server
        Description

        Implement Microsoft project server to allow for more collaboration

        Rationale

        This product allows project team members to work on a project plan interactively thus making individual project imiplementations more cohesive and collaborative. MS Project Server will need to be included in our MS campus licensing agreement. It can be implemented as soon as our virtual infrastructure environment is implemented.

        Resource Type:
        One-time
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
      • 13.2.r2 - Project Database
        Description

        Purchase commercial project managment software and eliminate custom written access database (Tenrox preferred). This will allow for fully collaborative management of all projects including linkages with MS project server for planning of individual projects.

        Rationale

        This would eliminate a custom application, provide greater functionality, and allow greater access with more security to the projects database.

        Resource Type:
        One-time
        Expenditure Category:
        Software
        Originating Entity:
        Technology and Educational Support Services
        First Year Cost/Savings:
        $350.00/$0.00
      Actions/Activities:
      • 13.2.a1 - MS Project server

        Implementing Microsoft project server will make the project lifecycle a more collaborative effort through use of technologies that do not currently exist within the District.

        Start Date:
        01/01/2011
        End Date:
        04/01/2012
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 13.2.a2 - Project management software

        Converting to a professional project management software package could improve the collaboration between DCS staff and users as well as assist in tying disparate processes together more tightly. This activity would search for, evaluate, and implement a system if one can be found.

        Start Date:
        07/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        DETS Administrative Applications Committee
        Originating Entity:
        Technology and Educational Support Services
    • 13.3 - Objective - Staff development

      Staff, both technical and user, must be trained, to understand, work with, and accept the structures surrounding standardization of project management processes.

      Priority Rank:
      1
      Start Date:
      07/01/2010
      End Date:
      04/01/2012
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Actions/Activities:
      • 13.3.a1 - Find staff training funding sources

        Work to find and establish staff training funding sources to allow for funding training for both technical staff and users.

        Start Date:
        07/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        Everett Garnick
        Originating Entity:
        Technology and Educational Support Services
      • 13.3.a2 - Staff investment

        Find ways to get staff (technical and users) invested in the processes. This may be achieved through querying individual users, committees, departments, or other user groups

        Start Date:
        07/01/2010
        End Date:
        04/01/2012
        Responsible Person:
        All
        Originating Entity:
        Technology and Educational Support Services
  • 14 - Goal - Louis Chavira

    - To support the students through faculty and staff
    - Provide faculty and staff with professional results and printing assistance
    - Continue to work towards outstanding quality and excellent customer service
    - Maintain an efficient and cost effective production schedule
    - To afford a multitude of resources to enable effective communication between the
    District, students and community

    Priority Rank:
    1
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 14.1 - Objective - Four color press

      Upgrade printing capabilities by acquiring a four color press.
      Upgrade equipment in Quick Copy
      Upgrade on demand color requests.
       

      Priority Rank:
      2
      Start Date:
      07/01/2010
      End Date:
      07/01/2011
      Responsible Person:
      Louis Chavira
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
      Resource Requests:
      • 14.1.r1 - Louis Chavira
        Description

        Secure funding
        Staff Training
        Attend Workshop
        Attend Conferences

        Additional staff
         

        Rationale

        In order to improve the services provided by the San Bernardino Community College district Printing Services we will need the necessary budget to accomplish this.

        Staff will need to get training through attending workshops and confwerences in thier field of expertise.

        Resource Type:
        One-time
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
      • 14.1.r2 - Improve customer Satisfaction
        Description

        • Objective 1: Modernize Printing Services equipment
        o Activity 3: Cost out and prioritize technologies and develop a project plan for implementation, including procurement, training, communication, etc
        o RESOURCE REQUEST: Dependent upon findings of Activity 3
        • Objective 2: Implement technologies to facilitate communication with end-users with regard to turn around times, due dates, updates, etc;
        o Activity 2: Cost out and prioritize technologies and develop a project plan for implementation, including procurement, training, communication, etc
        o RESOURCE REQUEST: Dependent upon findings of Activity 2
         

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Equipment
        Originating Entity:
        Technology and Educational Support Services
      Actions/Activities:
      • 14.1.a1 - objectives
        Start Date:
        07/01/2010
        End Date:
        07/01/2011
        Responsible Person:
        Louis Chavira
        Originating Entity:
        Technology and Educational Support Services
      • 14.1.a2 - objectives
        Start Date:
        07/01/2010
        End Date:
        07/01/2011
        Responsible Person:
        Louis Chavira
        Originating Entity:
        Technology and Educational Support Services
  • 15 - Goal - Goal 2: Improve the reliability and consistency of user experiences.

    • Objective 1: Review and revise internal procedures
    o Activity 1: Review all internal business procedures and processes, including: how work is received, processed, and returned, along with level and types of communication provided to users.
    o Activity 2: Revise and document all processes, making document publicly available.
    o Activity 3: Revise at least annually based on surveys, focus groups, and end-user feedback.
     

    Priority Rank:
    2
    Originating Entity:
    Technology and Educational Support Services
    Objectives:
    • 15.1 - Objective - implementation

      Acquire software to accomplish submission of jobs, tracking of jobs, complete all accounting of jobs, keep inventory of materials and supplies
      Implement changes to improve customer needs.
      Implement a schedule to visit sites on a regular schedule, or as needed.
      Implement a disclaimer that explains terms and conditions.
       

      Priority Rank:
      4
      Start Date:
      07/01/2010
      End Date:
      07/01/2011
      Responsible Person:
      Louis Chavira
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services
    • 15.2 - Objective - implementation

      Acquire software to accomplish submission of jobs, tracking of jobs, complete all accounting of jobs, keep inventory of materials and supplies
      Implement changes to improve customer needs.
      Implement a schedule to visit sites on a regular schedule, or as needed.
      Implement a disclaimer that explains terms and conditions.
       

      Priority Rank:
      4
      Start Date:
      07/01/2010
      End Date:
      08/01/2011
      Responsible Person:
      Louis Chavira
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Originating Entity:
      Technology and Educational Support Services

10. Progress Report on Last Cycle's Goals, Objectives, and Actions

  1. Estimate progress to date on each of the last cycle’s Goals, Objectives, and Activities.
  2. Any uncompleted Goals, Objectives, and Activities that are still important should appear in the Goals, Objectives, and Action Plans section above.

11. Process and Participants

  1. Describe briefly the main steps of the process that produced this report.
  2. List the name and function of each participant in that process.
  3. Include as many members of the unit as possible in the preparation and/or review of this document. It should not be the product of the manager alone or of a small proportion of unit members.
  4. Describe the plan for future assessment cycles, particularly if not all measures were applied in current cycle.

12. Supporting Documents

There are no supporting documents for this plan.