Helpdesk for University Students

1. Helpdesk for University Students Joint proposal submitted under National Mission on Education through ICT [NME-ICT] by Goa University (GU), Goa Center for Dev. of Advance Computing (CDAC), Mumbai GSLab Pune GU-CDAC-GSLab

2. Executive Summary • Proposed Helpdesk system is expected to guide the students beyond the classroom hours • Its an Inter-institutional, Inter-disciplinary project involving a private software development company • Collaborators • V. V. Kamat, Goa University, Goa • M. Sasikumar, CDAC Mumbai • Shridhar Shukla, GS Lab, Pune • M. V. Pitke, Ex-TIFR GU-CDAC-GSLab

3. Executive Summary • Proposed project duration 30 months • Cost of pilot phase Rs. 53.01 lakhs (6-8 months) • Total cost of the project Rs. 228.61 lakhs GU-CDAC-GSLab

4. Agenda • Problem Definition • Proposed Solution • Plan for Pilot project • Financial Estimates • Q & A GU-CDAC-GSLab

5. Problem Definition • In the current setup, University students do not get personalized help when faced with difficulty • The reasons • Huge class strength • Poor teacher to student ratio • Pressure of completing the syllabus • Restricted time of teacher availability • In experienced teacher GU-CDAC-GSLab

6. Primary target audience • Students registered for various degree programs • Formal • Non-formal • Students answering competitive exams • GATE • UGC NET GU-CDAC-GSLab

7. Some limitations of the system • Good teachers are available in few colleges but they are not accessible to students from other colleges • In small towns, private coaching classes are not available or are unaffordable by economically weak students • Retired teachers and other knowledgeable members of the society often remain under utilized resource GU-CDAC-GSLab

8. Some limitations of the system … • If many students have similar query, teacher ends up repeating the answer and wasting valuable time • Freshly recruited teacher themselves may have difficulties that they don’t know whom to ask GU-CDAC-GSLab

9. Proposed Solution • Helpdesk system on lines of call centre proposed • Students to dial a single number for all queries • IVR system to classify queries into different types • Administration specific • Information specific • Discipline specific • Subject specific • Topic specific GU-CDAC-GSLab

10. Proposed Solution… • System to maintain database of teachers & support staff along with their time of availability • Query can be asked through multiple interfaces • Landline, Mobile, SMS, Web interface . . . • System to maintain an integrated view of query • All queries to be recorded and select queries to be made available in FAQ for future searches GU-CDAC-GSLab

11. Proposed Solution… • Unanswered queries to be automatically escalated to the next level subject matter expert • Query to remain open till the student is satisfied with the answer provided • Entire process to remain transparent and open for quality audits GU-CDAC-GSLab

12. Proposed Solution… Hardware view Software view GU-CDAC-GSLab

13. Solution Highlights • Better response time to keep students motivated • Physical travel requirement will be minimal • Convenient access via phone, SMS, e-mail, web • Access to teachers from prestigious institutions • Better utilization of faculty time GU-CDAC-GSLab

14. Solution Highlights… • Frequent queries can be converted into FAQ’s • Query tracking keeps tab on the quality • Replicable model in other Universities GU-CDAC-GSLab

15. Some Positive Social Impacts • To provide level playing field and address the problem of digital divide • To indirectly assess the competence of students & the teachers • To provide useful information for a remedial action GU-CDAC-GSLab

16. Subject and Course Delivery GU-CDAC-GSLab

17. Name for the project ? • Ask SIRji • SIR (Student Information Resource) • SAHARA • Student • Assistance • Helpdesk • Anywhere • Responsive • Affordable GU-CDAC-GSLab

18. Why Multi-institution Collaboration? • All expertise is not available at one institute • Complement efforts rather than duplicate it • Each collaborator to play a specific role in project • It’s a great learning experience GU-CDAC-GSLab

19. Why Goa University? • Only University in the State of Goa • Small geographical spread, ideal state for a pilot • Progressive state with high penetration of IT • University has experience in training using ICT GU-CDAC-GSLab

20. Why CDAC Mumbai (formally NCST)? • Amongst first few to embrace ICT in education • Has collaborated with Goa University since 1992 • Currently consultant to ICT project funded by state • University students are routinely selected at CDAC GU-CDAC-GSLab

21. Why involve a private company? • Private sector brings in professional practices in code maintenance and delivery • Expertise in system integration is better available in the private sector GU-CDAC-GSLab

22. Why Outsource? • It is desirable to outsource the work that falls beyond the expertise & scope of collaborators • However all outsourcing to follow • University’s procurement rules and outsourcing policy • Guidelines and regulations of funding agency GU-CDAC-GSLab

23. Pilot phase (6-8 months) • First 3 months would involve • Recruitment of project staff • Setting up of call centre infrastructure • Establishment of a network of subject matter expert • Training the call center staff & the teachers for Q & A • What it will deliver? • Q & A support for 2 subjects in Computer Science • Basic facility of asking questions on the phone • Tracking of Q & A GU-CDAC-GSLab

24. Total Estimated Project Cost GU-CDAC-GSLab

25. Institution wise cost distribution GU-CDAC-GSLab

26. Projected Expenditure – Pilot (6 month) GU-CDAC-GSLab

27. Human Resource Cost (Pilot) GU-CDAC-GSLab

28. Cost 1st year of operation GU-CDAC-GSLab

29. Cost 2nd year of operation GU-CDAC-GSLab

30. Questions & Answers Thanks! GU-CDAC-GSLab