Value Optimization, Unexpected Challenges, Possible System Wide Collaborations

1. CFO Meeting November 15, 2002 Value Optimization, Unexpected Challenges, Possible System Wide Collaborations

2. Pyramid Project (useful info) • http://pyramid.northshore.edu Select the Campus Portal Block • Content – Entire planning process, integration strategies, timelines, project documents, lessons learned, etc. • Pyramid Project Foundational Values • Technology, engineering and organization • Demonstration Project for Commonwealth of Massachusetts/BHE/ITD • Course Redesign, Academic Transformation, Portal • Web site organization • Massachusetts E-learning Initiative

3. Agenda • General Overview of NSCC • General ROI considerations • Value Considerations • Quick Tour • Unexpected Challenges & Expectations

4. NSCC Background • One of 15 public Community Colleges in Massachusetts • *Multi-Campus 4 campus locations • 6200 credit students (3600 FTE) • 4200 non-credit students • 100+ programs of study • Career & Liberal Arts Transfer • Technical Training

5. What We Wanted • Integrated Email and Learning Mgmt. System • Provide better learning resources, faculty and student services - and acceptance of Web as the way we deliver services • 24 x 7 access to teaching and learning services • Cure inefficiencies and streamline processes • Cure the inefficient registration process • Automate processes • Reduce mailing costs • Reduce back-office support • Redefine outdated policies • Advising - remove the barrier & highlight the benefits

6. Portal Model People People Infrastructure People Portal ` Process/Workflow Infrastructure Web Admin Apps Process/Wkflow Email Admin Apps Admin Apps Instruct Apps Typical IS Model

7. ROI for NSCC Indicators and outcomes “Are you attracting users, interacting with users, transacting with users, retaining users, and growing with users” (Camille Farhat – GE company) • Integration is the key! • High utilization rates and adoption are paramount and have led to significant return • Allowed or sped up process and procedural changes • Scalable (50 or 20,000) students can be supported without additional staff

8. ROI Tangibles • Student schedules no longer mailed • Web Admissions • Reduced walk-in registrations and paperwork due to Online Registration (85%+ via web) • Incorporation of non-credit students into online services • Faculty generate their own class rosters and enter grades online as SOP • Significantly reduced postal mail due to general communications enhancements through portal, email, & web services • Advising - Online Degree Audit available to students • Dynamic account generations – single sign on • In-house 24 x 7 services and consolidated helpdesk • Further integration and systems being developed

9. Value Generation Prepared for future (Flexible and Scalable) • Ease of Use, self-service convenience • Single Sign-on • High utilization rates • Accelerated integration of disparate systems • Increased utilization by faculty with simple access to resources and tools • Additional resources leading to enhancing the educational process

10. Services and Functionality Web Services: Online Admissions Degree Evaluation Registration & Class Search, Payment, FA Transcripts, grades, schedules Email, Calendar & Groups Dynamic Accounts & Self-activation Targeted Announcements Course Resource Areas for Every Class: Threaded discussion Class chat Class links Single Sign-On: Web Services Learning Management System, Email CBT tutorials, Personal Web Space (Jan 2003) Available Student Services “This technology is the best thing the college has ever done” Student Trustee 2001 Laurette Mordi

11. Services and Functionality Web Services: Advising information including Degree Evaluation and Transcripts Online grade entry, schedules, class rosters Email & Calendar Dynamic Accounts & Self-activation Targeted Announcements Course Resource Areas for every class: Threaded discussion Class chat Editable area for class links Automatic email distribution lists Single Sign-On: Web Services Learning Management System, Email CBT Tutorials, Intranet, Personal Web Space (Jan 2003) "Current technology, particularly Campus Pipeline, makes up-to-date information about students in our classes instantly available--as close as the computer terminal whether in our office or at home." - Professor Lori Azzara Available Faculty Services

12. Services and Functionality Dynamic Accounts & Self-activation Targeted Announcements Ability for Department Chairs to check enrollments from any system Employee Intranet: Secure and role based environment Departmental Information Online Web tools integrated to main home page and Banner News Federal Work Study Bulletin Room Reservation System Personal Web Space (Jan 2003) “Portal technology allowed us to tie disparate systems together and provide an easy to use system that everyone would utilize” Available Employee Services

13. Usage Rates

14. Usage Rates Registration turned on November 13, 2002

15. Top IT Issues (Educause Rpt.)

16. Top IT Issues (cont.)

17. Unexpected Challenges Security • Maintenance • Denial of service attacks, Spam defenses • Firewalls • Supporting growth (14 to 40) servers – 10+ servers need to be accessed outside of NSCC via WEB • Digital Certificates • Virtual Private Networks • Peer to Peer software abuse • Wireless security issues

18. Unexpected Challenges Providing True 24 x 7 services • Expectations • Remote monitoring systems • Alert mechanisms • Zero down time means system updates are becoming difficult to perform • Redundancy and UPS (not 30 minutes) • Gas generated UPS ensures unlimited uptime for all servers and communications equipment • Staffing

19. Unexpected Challenges HelpDesk • Managing Expectations • Many Users (thousands) • Many Variables – different home system configurations, etc. • Staffing Support • Understanding other services (non IT) that require online support • Each department with information accessible on the Web must plan to communicate promptly via email, All documents scanned converted into digital form (Cluster brochures, etc.)

20. Impact on Culture Change • Portal Technology and Web applications have transformed the NSCC culture by: • Further supporting E-learning • Increasing Faculty and student services • Allowing the expectations of students, faculty/staff to be met • Raising awareness in student support offices leading to more creative thinking on redesign process • More services are wanted and continually being developed

21. ROI - Intangibles • Customer relationship management:Competitive advantage and customer loyalty due to excellent services, student-centered learning, enrollment and advising effectiveness • Economic Cycle Independence:Unanticipated return during State Budget reductions/Early Retirement Program/Restructuring • Organizational Impact:Awareness that the Web can work for future savings, revenue generation, and reallocation of resources

22. Possible System-Wide Collaboration • Imaging • Training (Online services) • 24 x 7 support • E-learning • EDI (Electronic Data Interface)

23. Quick Demo on Following Slides

24. Online tutorials available on login page and internally Self Activation of accounts

25. Email & Calendar Access Targeted Announce Area

26. Access Course Resources

27. Quick Class Roster Course Tools including email dist. lists Tools for adding online content

29. Seamlessly access Learning Management System and Online Computer Based Tutorials

31. Student and Faculty Web Services

35. Class Search

36. Class Schedule

37. Unofficial Transcripts

40. Degree Audit for students. Available to all faculty for all students.

41. Role Based Secure Intranet with toolboxes for updating home page and querying Banner System

43. Room Reservation system integrated with Banner Database