Service Integration Initiative Progress

Post

I. Provide faculty, staff and student support services on emerging technologies and online education initiatives to enhance teaching & learning.

  2018-2019 2019-2020 2020-2021
Adopt Canvas as the exclusive LMS      
Student readiness: Provide remediation and support as needed for students new to online classes and technology use.      
Support departments in providing the same access to online students as on-campus students and equitable technology access. [SEP]      

II. Expand Professional Development Opportunities and develop technology training programs & resources for faculty, staff, and students:

  2018-2019 2019-2020 2020-2021
a. for Online Education. [EM]      
b. for Open Educational Resources. (OER) [EM]      
c. on the utilization of Canvas as a tool for web enhancement of face-to-face and online courses to engage students, as well as provide regular and effective student contact. [EM, SEP]      
d. for IITS technology services & resources including ConferZoom, Office 365, Skype for Business (S4B), Classroom Technologies, PeopleSoft, & more). [SEP]
16 workshops held by IITS Help Desk Support Specialist: 1) Introduction to Office 365, 2) Introduction to MS Outlook & 3) Polycom training. Held at LAC, PCC, and online. Over 300 colleagues in attendance. Completed
Spring 2019
Developing & presenting
new workshops.
Ongoing effort
Development of Intermediate level workshops for Office 365 & Outlook to continue professional development opportunities.   Projected completion:
Fall 2019
Ongoing effort
Development of Student Help Guides for PeopleSoft Campus Solutions 9.2.   Projected completion:
Fall 2019
Ongoing effort
e. Communications of LBCC Technology Services Implementation, including Viking Portal, Cyber Security, Newsletters & more.
Viking Portal Implementation: Help Guides, Videos & campus-wide (employees & students) communications. Including migration of Office 365 & Canvas LMS to Viking Portal.   Projected completion:
Fall 2019
Ongoing effort
Develop & Use IITS Communications Email account to communicate updates and news with the campus community.   Projected completion:
Fall 2019
Ongoing effort
Develop & regularly distribute IITS Newsletter to campus community.   Projected completion:
Fall 2019
Ongoing effort

III. Develop or procure Information Security Awareness training tutorials.

  2018-2019 2019-2020 2020-2021
Security Awareness Tutorials   Evaluate Products
Fall 2019
Implement Products
Summer 2020

IV. Develop policies, regulations, standards, and processes for evaluating, prioritizing, implementing and centralizing IITS Help Desk services to assure consistency and excellence of provided services.

  2018-2019 2019-2020 2020-2021
Update and centralize IITS Help Desk resources (help guides & videos). In progress Ongoing effort Ongoing effort
Update IITS Help Desk workflow (processes & procedures). In progress Ongoing effort Ongoing effort

V. Student Help Desk Program (STHD)

  2018-2019 2019-2020 2020-2021
a. Develop policies, regulations, standards, and processes for evaluating, prioritizing, implementing and centralizing Student Technology Help Desk services to assure consistency and excellence of service provided.
The Student Technology Help Desk launched with all foundational components in place. Developed over the course of the year, and is fully established to support students at LAC, PCC, and online. Completed
Spring 2018
The STHD continues to
grow and mold the
needs of LBCC students.
Ongoing effort
Policies, standards, and services developed and noted clearly to LBCC College Community during all phases of the launch. Completed
Spring 2018
   
Phone, email, and in-person location logistics (LAC & PCC) developed and implemented. Completed
Spring 2018
   
Installation of LAC In-person location service desk/waiting area & TV screen in the L building to support LBCC students.   Completed
Fall 2019
 
Student Resources Website developed with guides, videos, and LBCC resources. Completed
Spring 2018
Ongoing effort Ongoing effort
Hired, trained, & mentored cohort of students to provide technology support to thier peers. Completed
Spring 2018
Ongoing effort Ongoing effort
Developed surveys to identify student technology needs and support satisfaction. Completed
Spring 2018
Ongoing effort Ongoing effort
b. Provide equitable support to all students and student-centered support for emerging access to LBCC technology.
Recruited, hired, trained, and mentored a friendly, approachable, and diverse team of students to equitably support LBCC students. Completed
Spring 2018
Ongoing effort Ongoing effort
Held regular student team trainings with an equity focus. Developed processes to support all LBCC students, keeping in mind equity of access and familiarity of technology. Completed
Spring 2018
   
Implemented support via phone, email, in-person to meet all of our students’ needs and preference for communicating with the STHD. Completed
Spring 2018
   
Participated in campus activities to promote services and connect with students. Ongoing effort Ongoing effort Ongoing effort
Connected students with LBCC technology & non-technology resources via day-to-day communication, targeting advertising, and collaboration with other divisions. Ongoing effort Ongoing effort Ongoing effort
c. Expand STHD program to provide support services to student’s enrolled in online courses.
Developed STHD online resources website to connect students to technology, online, and LBCC resources. Completed
Spring 2018
Ongoing as updates
and new resources
become available.
Ongoing effort
Merged Distance Learning and STHD phone and email support to provide more support opportunities to online students allowing the full team to support all LBCC students. Completed
Spring 2018
   
Developed communications and advertisement to reach online students regarding STHD support, and technology opportunities (MS Office 365, Viking Email, etc.). Use of Canvas headers, emails, and Canvas blurbs have been implemented. Completed
Spring 2018
Ongoing effort Ongoing effort
d. Utilize strategies and techniques for increasing student success, with the goal of eliminating student equity gaps. [SEP]
Developed consistent services to support students with technology, but also connect students with other LBCC resources with purpose and follow-through. Completed
Spring 2018
   
Held regular student team trainings with an equity focus. Developed processes to support all LBCC students, keeping in mind equity of access and familiar technolgy. Completed
Spring 2018
Ongoing effort Ongoing effort
Created community with LBCC students by being available to them and seen throughout both campuses and online. Completed
Spring 2018
Ongoing effort Ongoing effort
Provided password support to eliminate barriers in accessing all LBCC online platforms (Canvas, Viking Student System, Office 365 & more). Completed
Spring 2019
Ongoing effort Ongoing effort
Delivered MS Office/365 workshops in classes at both LAC & PCC demonstrating the access and use of the his free resource available to LBCC students, thus closing gaps on accessiblity to resources. Reached over 1,000 students. Completed
Spring 2019
Ongoing effort Ongoing effort

VI. Develop & maintain an Online Resource Center/Portal of technology resources for faculty, staff, & students. [SEP]

  2018-2019 2019-2020 2020-2021
Implement the Viking Portal giving faculty, staff, & students a centralized location with single-sign-on access to the various LBCC applications.   Planned
Fall 2019
 
Design and develop an LBCC Intranet to allow departments to share internal-facing documentation and information with faculty and staff. Vendor Selection:
Completed
Spring 2019
Implementation:
Fall 2019

Initial Rollout/Beta:
Spring 2020
Full Rollout:
Summer 2020

VII. Implement disaggregated data collection of support services provided to students, staff, and faculty for data-driven services and enhancements. [SEP]

  2018-2019 2019-2020 2020-2021
Developed data tracking for the STHD using TutorTrac. Collaborated with IE to disaggregate to Tableau. Completed
Spring 2018
Ongoing effort Ongoing effort
In collaboration with IT & IE, developed new comprehensive data collection method for the STHD. Data is then disaggregated to Tableau. Completed
Spring 2019
Ongoing updates
based on assessment
Ongoing updates
based on assessment
In collaboration with IT & IE, developed new comprehensive data collection method for the IITS Help Desk. Data is then disaggregated to Tableau.   In progress Ongoing updates
based on assessment
In collaboration with IT & IE, developed new comprehensive data collection method for the Instructional Technology Development Center (ITDC). Data is then disaggregated to Tableau.   In progress Ongoing updates
based on assessment