Transcript Document
North Shore Community College • One of 15 Public Community Colleges in MA • 4 campus locations – 4000 FTE – 2500+ non-credit – 80+ prog. of study • Career,LA,Transfer • Technical Training • 130 Full-time faculty • Approx. 400 adjunct Recent Awards • “1st Place Best of the Web” - Center for Digital Government 2004 (tied with Lehigh) • MIT / Accenture 2004 – 1st Place -“Higher Ed. Technology Innovator of the year” • Regional Paragon Award for Online Services, Silver (2006) NCMPR - National Council for Marketing & Public Relations • National Paragon Award for Online Services, Bronze(2006), NCMPR • Medallion Award for Website, Silver (2005) NCMPR What We Wanted Year 1 (99 - 2000) • • • • Increase communications among all constituents Advising - remove barriers & highlight the benefits 24 x 7 access to teaching and learning services Cure inefficiencies, automate and streamline processes, and reduce back-office support • Enhance support and service for students / faculty • Integrated email and learning mgmt. system • Acceptance of Web as the way we deliver services What We Have @ 2006 • Electronic communications: – Prospect and follow up – Targeted messaging via email and portal – Course resource areas for every course – Dynamic email distribution lists for all courses – Many paperless processes and content mgmt. tools • Disparate services between campuses now equalized • Integrated online teaching and learning available 24x7 • Dramatically improved student and admin services • Increased enrollment and retention • Identified Return on Investment and Value (3 yr. return) • A community connected through a unified digital campus • Flexible, adaptable and scalable system for future needs • Elevated reputation – known for technology and service Return on Investment/Value Summary Investments Include: 1.2 million •All Hardware •All Software 1.1 million •Third party software – 1 million LMS, Touchnet, etc. 900k •All Maintenance 800k •Security & Monitoring 700k •All Training •All IS Staff time 600k = $1,098,000 = $ 933,400 Net Return 164,600 500k 400k 300k 200k 100K FY2001 FY2002 FY2003 Fiscal Year Timeline FY2004 FY2005 Cultural & Organizational Changes • Higher level of critical thinking – More customer service, function & process based – Student Enrollment Centers • Combined STFS and FA • Creative ideas consistently discussed and implemented to further enhance communications • Assisted in breaking down departmental silos • Increased cross functional thinking and impact • Online Services are embedded into culture Unified Digital Campus – Vision Learning Business Teaching & Communication Technologies Technologies UDC Portal & Service Technologies If NSCC Had not Adopted Unified Strategy •No integration •Difficult to administer •Not Scalable •Disparate Logins •Harder for users •Less Effective NSCC With Unified Strategy 1. Easier Administration 2. Scalable 3. Consistent Interface 4. Single Sign On 5. Ease of use 6. Maximize effectiveness. UDC Luminis Portal Utilization Rates & Overall Satisfaction • 31,000 activated accounts • 10,000 Unique users monthly • 2000-4000 unique logins daily, 6000 weekly – 95% of credit registrations online – 6798 of 6910 fall credit students use the system – 347 of 349 adjunct faculty use system • More than 80% of students rate online services excellent or good in surveys Summary • • • • • Flexibility for future Ease of use leading to High utilization rates and adoption is a key factor in our successes Provided Integrated building path for enhancing communication (academic and administrative), instructional support and redesigning services Additional value from extended integration to internally developed systems and applications. Data collected from surveys, usage rates, additional services requests and overall satisfaction proved its value as a good business and customer service model for NSCC Q&A Resources http://myweb.northshore.edu/users/gham/league2006/ • NSCC Portal Interactive Overview (10 minutes) • ROI worksheet • Student Satisfaction Survey(s) Contacts: Janice Forsstrom, VP Administration/CFO [email protected] Gary Ham, CIO [email protected]