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Centralized Helpdesk Project

Centralized Helpdesk Project. Presenter: Jennifer Station CCC Technology Center Project Manager. California Community College Technology Center/ Presidium Learning. Project Overview. Main Goals: Determine the need for 24/7 support within the California Community College system

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Centralized Helpdesk Project

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  1. Centralized Helpdesk Project Presenter: Jennifer Station CCC Technology Center Project Manager California Community College Technology Center/ Presidium Learning

  2. Project Overview • Main Goals: • Determine the need for 24/7 support within the California Community College system • Find a balance between the determined need/usage and the cost effectiveness

  3. Budgeting and Details • $250,000 grant provided by the California Community Colleges Chancellor’s Office • Determine FTES covered with that amount • Identify schools with a need/ interest • Find an accurately representative cross section of schools within California’s diverse CCC system

  4. Timeline • Summer 2006: Grant awarded, letters sent out to colleges to find those interested • Fall 2006: Interested colleges selected based on FTES, location, learning management system used • October 2006: Kick-off meetings held with selected colleges to decide design and language of site; ADA compliance issues discussed • Decemeber2006/ January 2007: Sites launched; CUDA (Center for Usability in Design and Assessment) accessibility report on ADA compliance • June 2007: Parature begins site redesign to conform to ADA compliance issues • October 2007: Project data analysis to determine whether project will continue after December 2007

  5. The Support Site • On-line data base with LMS specific information • 24x7 chat /phone help with live representative • Operator information/ procedure specified by individual college https://d2.parature.com/ics/support/default.asp?deptID=4187

  6. Reports and Statistics

  7. Hourly Break Down Reports

  8. Results So Far • After hours needs are lower than expected • “Rural” colleges seemed to take more advantage of the service regardless of college size or the size of the distance education program • Colleges in-house helpdesks have reported more time to deal with more complex issues

  9. Future of the Pilot • Analysis of data collected since January 2007 will happen in October 2007 • Possible outcomes being considered include: • 1 year extension one more year fully funded but expanded, possibly doubling size • Extended with schools added and those who want to continue share a percentage of the cost

  10. Web Sites and Contact • California Community Colleges Technology Center • www.cccnext.net • Presidium Learning, Inc • www.presidiumlearning.com • Center for Usability in Design and Assessment • www.csulb.edu/centers/cuda/ • Further questions contact: • Jennifer Station: stationje@cccnext.net

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