Transcript Document

North Shore Community College
The Unified Digital Campus:
Bridging Access & Fostering
Success
Presenters:
Janice Forsstrom – VP of Admin & Finance
Gary Ham – Chief Information Officer
Background Info
• 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
Current Systems
SunGard Products:
• Banner (7.x April, 2006)
• Luminis Portal with Integrated Intranet
• Self-Service (faculty, student, finance, adv.)
• Extender (Imaging)
Other Products:
• Blackboard 7.x
• Evisions
• Touchnet payment gateway
• e-check & credit card payment options
• Intranet with numerous CMS tools and paperless
processes
• Personal Web Server (internally developed)
State of Technology – (98-99)
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Strategic IT mgmt. partner (Sungard) contracted
Basic infrastructure foundation improvements
Getting more strategically focused
Web site outsourced
– Static out of date info, Provided no value
Zero Online Services
Basic Banner functionality – untapped areas
Alumni on small database system
Infancy of Distance Learning
Student/adjunct faculty email accounts via request
– nobody used this service
What We Wanted Year 1 (99 - 2000)
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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
• Enhanced support and service for students and
faculty
• Integrated email and learning mgmt. system
• Acceptance of Web as the way we deliver services
Vision & Planning
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
Our How To’s (Framework)
• Build vs. Buy? – out of the box integration
• Assessed internal expertise (requirements
/ limitations)
• Executive sponsorship
• Integration was primary consideration for
all aspects of services
• Recover investments & streamline
processes with no additional IT staff
Our How To’s (Execution)
• Obtainable initial targets (3 mos. to develop
pilot)
• Self Assistance tools (Extremely important)
• Team Approach for many decisions
• Training (ensured consistent strategy by all)
• Phased in approach for new services
• Continual communication and behind the
scenes support
Online Demo
Timeline (yrs. 1-2)
Timeline (yrs. 3-4)
What We Have @ 2006
• Improved communications:
– Prospect and follow up
– Targeted messaging via email and portal
– Course resource areas for every course
– Dynamic email distribution lists for faculty for all courses
– Many paperless processes and content mgmt. tools
• Identified Return on Investment and Value (3 yr. return)
• Disparate services between campuses now equalized
• Integrated online teaching and learning available 24x7
• Dramatically improved student and administrative services
• Increased enrollment and retention
• A community connected through a unified digital campus
• Flexible, adaptable and scalable system for future needs
• Elevated reputation
Tracking Efficiency & Effectiveness
• State Performance Measures:
– Increased enrollments, retention and financial
ratios
• Consistent interface to leading to high usage
– Online services utilization, Unique logins
– Online course growth & enrollments
• Satisfaction surveys
• Return on investment – tracked in detail
• Cultural (soft but can be used as measurement)
• Community wants more and more services
• Communication Enhancements
Return on Investment
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Online Web Admissions – 30+ per day
Web Recruit - 100% electronic – 5000+ prospects annually
Online registrations 90%+ Consistently
Returning students register much earlier
Enrollment and retention increases
Student schedules and grades no longer mailed
FA awards and book vouchers through portal
Faculty obtain class rosters, schedules and enter grades online as
Standard Operating Procedure
Significantly reduced postal mail
Advising - Online Degree Audit available to students
Integrated and more efficient LMS support
Dynamic account generations with single sign on
Consolidated helpdesk
Course resource areas - available for all courses
Automated email distribution lists available for all courses
Personal Web Space – supports curriculum & resource areas
Intranet with many online services and paperless processes
Return on Investment/Value Summary
1.2 million
1.1 million
1 million
900k
Investments Include:
•All Hardware, All Software
•Third party software –
LMS, Touchnet, etc.
•All Maintenance
•Security & Monitoring
•All Training, All IS Staff time
= $1,098,000
= $ 933,400
800k
700k
Net Return 164,600
600k
500k
400k
300k
200k
100K
Fiscal Year Timeline
FY2001
FY2002
FY2003
FY2004
FY2005
Utilization Rates & 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 good or excellent in surveys
Cultural & Organizational Changes
• Online Services are embedded into culture
• Forced us to better utilize (ERP) Banner
• Higher level of critical thinking
– More customer service, function & process oriented
– Student Enrollment Centers
• Combined STFS and FA
• Creative ideas consistently discussed and implemented to
further enhance overall communications
• Assisted in breaking down departmental silos
• Increased cross functional thinking and consideration
– Digital Imaging in Admissions/Financial Aid Offices and
extending
What’s Next
• Busines Intelligence (BI) Datawarehouse:
– Portal channels reporting from warehouse
– Executive portal dashboard reporting
• Web for Finance – Online Budget query &
requisitions
• Advancement (Alumni Portal)
• Further Intranet development
• Advising Improvements:
– Cyber Advising, E-portfolio
Summary
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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/educause2006
• 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]